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. Answer phone | This is used to leave a message if nobody is there to answer the phone. | 2. Transfer | This lets you pass the call on to another line. |
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.
If possible, use specific information from procedures in your own organisation (or one that you are familiar with).
When making calls you need to know where to locate the correct name and telephone numbers, you should know the purpose of the call and how to use the functions of the telephone. When receiving calls you should know how to use the functions of the telephone in order to deal with the caller effectively, how to take messages and identify the person when transferring the call and passing on information. The purpose of giving a positive image of yourself and your organisation when making and receiving telephone calls is to ensure to attract and retain customers and to ensure customer satisfaction. From the time you answer the phone you should greet them in a friendly manner and continue to talk friendly throughout and help solve the customer’s requirements.
Section 2 – Understand how to handle mail
1. Explain the purpose of correctly receiving, checking and sorting mail and packages (both incoming and outgoing).
The purpose of correctly checking and sorting incoming mail is to ensure
It has arrived to the correct address and to be passed on to the correct person. The purpose of correctly checking and sorting