Principles of providing administrative services (level 2)

Topics: Royal Mail, Mail, Customer Pages: 5 (2546 words) Published: October 28, 2014

Level 2 Certificate in Principles of Business and Administration (QCF) QCF [ 600/3451/8]
Unit: Principles of providing administrative services (level 2) [R/601/7639]

Learning Outcome 1: Understand how to make and receive telephone calls 01.01 Describe the different features of telephone systems and how to use them. Call holding is where you place a caller on hold whilst you complete another task. This could be to locate paperwork, look up the caller’s details and information before speaking to them or contact another colleague who the caller wishes to speak to Call waiting lets you know when there is a caller on the line who wishes to speak to you when you are already using the telephone. These are usually lights which flash or tones which beep to let you know there is a caller waiting Re-directing is where when you are required to forward a call to another colleague. Usually they are buttons on the telephone which write ‘redirect’ or ‘transfer’ Answer phone features record messages from callers when you or other colleagues are unavailable Teleconferencing features enable others (more than two people) to hold a ‘conference’ style conversation over the telephone. 01.02 Describe how to follow organisational procedures when making and receiving telephone calls. Making

Where to locate the correct name and telephone extension of whom you wish to call. This may be via a staff directory or phone book The purpose of making the call
How to use the functions of the telephone correctly such as when dialling outside numbers, enter 9 before the number and using short dial which is where you press the button ‘memory’ then type in s three digit number of who you wish to dial as they is an individual number for different people. Receiving

How you should answer the telephone and the type of greeting to be given How to use the functions of the telephone in order to deal effectively with the caller (put them on hold or transfer them to a colleague etc.) How you should identify the caller and then transfer the call to a colleague, passing on their information. how you should take and record messages

Answer the phone in a polite manner such as ‘Good morning/afternoon Bardo Electrical Beth speaking ‘ this is an example of how I answer the phone. Have a pen and paper to take notes/numbers/messages. 01.03 Explain the purpose of giving a positive image of self and own organisation. The purpose of giving a positive image of self and own organisation can include to attract and retain customers, ensure customer satisfaction also help promote the company, presenting own image can impress others to secure progression and future promotion, at it will help catch employers eyes. Learning Outcome 2: Understand how to handle mail 02.01 Explain the purpose of correctly receiving, checking and sorting incoming and outgoing mail or packages. Incoming

needs to be checked that it has been addressed to the correct organisation and sorted by department or person correctly received and given to the correct recipient Outgoing
Is sorted and is correctly labelled with the right postage charge Is appropriate and relevant to the business (not personal mail). 02.02 Identify different internal and external mail services available to organisations. Internal

Inter-departmental collection points such as pigeon holes or boxes where staff can collect mail relevant to those working within their department. There may also be outgoing postal trays for mail which comes from a department which then needs to be sent from a central office or location Site transfer systems – collection and redistribution systems when mail is received into one location but needs to be taken to another (for example, this system would be used when offices are spread out over an industrial park or office block) Internal envelopes used for mail which is not being externally posted but sent to staff within an organisation. External

External mail post boxes (centrally located or...
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