Topics: Royal Mail Pages: 17 (4656 words) Published: August 22, 2013
Unit two: Principles of providing administrative services


You should use this file to complete your Assessment.
• The first thing you need to do is save a copy of this document, either onto your computer or a disk • Then work through your Assessment, remembering to save your work regularly • When you’ve finished, print out a copy to keep for reference • Then, go to and send your completed Assessment to your tutor via your My Study area – make sure it is clearly marked with your name, the course title and the Unit and Assessment number.

Please note that this Assessment document has 9 pages and is made up of 9 Sections.


Section 1 – Understand how to make and receive telephone calls

1. Complete the table below with descriptions of at least two different features of a telephone system and how / when they would be used.

|Feature |How / when used | |1. On hold |This feature is used to hold incoming calls | | |This feature will be use while the correct recipient of the call is | | |located | | |This feature is used by pressing the hold button while getting the | | |right person extension number and check if the person is available | |2.Transfer |This feature enables you to transfer a call to another extension | | |This feature will be use when someone doesn’t know the extension | | |they are after | | |This feature is used by pressing the transfer button. |

2. Prepare a brief report advising people on:

• How to follow organisational procedures when making and receiving telephone calls • The purpose of giving a positive image of yourself and your organisation when making and receiving telephone calls.

Making phone calls: being polite in all circumstances, remembering that you represent your organisation, , identify the caller, identify the caller’s needs ensuring that the messages for others are passed on as soon as possible, recording and supplying information accurately, giving the caller the best information possible .

Receiving phone calls: answering quickly within 3 rings , introduce yourself and the organization, recognising information that must be kept secure and confidential, specify the outcome you want to achieve, identify who you are and the business you’re calling from.

Even though the person at the other end of the line cannot see you, the manner in which you communicate presents an impression of you, your team and the business as a hole. It is important that you create a positive impression by: - Speaking clearly

- Introducing yourself and greeting the person in an acceptable way - Nor using slang
- Not being abrupt
- Making the caller feel that their call is important
- Ensuring that your tone of voice makes you sound positive and interested not bored or tired Presenting yourself in this way will create the impression that you are professional and customer-focused. This in turn will create a similar impression of the business. The consequences of not doing so will be to lose potential or existing customers or clients. If possible, use specific information from...
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