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.
How / when used
Enables people to automatically recall an engaged extension once it has become free. The callers do not need to keep dialling the same number over and over. 2.Conference call
This makes it possible to speak to more than one person simultaneously.
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).
On following organisation procedures on making a phone call it is important to be aware of the outcome you need to achieve before making the call, identify who you are and the business you are calling from. The purpose of the outgoing call will determine how to make the call. Write down summery of the call according to key points made during the call. An example in an outbound call centre dealing with customer accounts ,there is a script to be followed when making the call, it has to be placed in a visible place and has to be followed as advised by the organisation, client details e.g. account number, full name etc., If i am speaking to the right person I can say who I am, why I am calling using the right tone of voice and speaking clearly.
When receiving a call it is important to answer the call after a certain number of rings, identify the caller, actively listen to their purpose of call, speak politely to the caller, give the best possible service, if i am not sure about anything I can transfer them to a senior member of the team. iii)
Good positive image starts from the first point of call or contact, the caller gets overall impression of the organisation by the way I handle the call. The way I talk to the caller can build reputation for the organisation. It is always important to offer good customer service as it can make or break the organisation.
Section 2 – Understand how to handle mail
1. Explain the purpose of correctly receiving, checking and sorting mail and packages (both incoming and outgoing). Correctly sorted mail ensures the mail and packages are sent out or received by correct recipient. Sorting makes it possible for mail to be handled differently for example separating general mail from urgent mail or confidential and personal just to mention a few, this ensures the intended recipient receives the mail on time. If mail is not correctly sorted it could mean delay in doing tasks ( if organisation depends on packages, mail to carry out its business) When tasks delay, this will cause the business loss economically ,poor company reputation to dissatisfied customers and inefficient service. Important documents might go missing, or even dangerous items sent in by terrorists may not be detected, this may even take human life No procedures on sorting mail may give an advantage to even an employee stealing mail or packages containing valuable items.
2. Complete the table below with the following information:
•At least two examples of internal mail services that are available to organisations •At least two examples of external mail services that are available to organisations
Internal mail services
External mail services
Use of special envelopes to circulate mail between different departments n an organisation.
An example Hermes ,Offers a more expensive service but much more efficient than standard postal services like Royal Mail. It offers tailor made customer services and mostly used by...
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