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
Feature which is usually used to redial last dialled number. Telephones usually have button for redial.
On hold On hold feature allow to hold a caller on line while he is redirected to the right receiver.
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).
Organisational procedures involving answering phone calls vary depending on business. Procedure in my place of work includes answering phone call within 5 rings. Greet caller with positive/happy tone of voice, say company name, my name and ask caller how I can help. After finding out caller`s needs either deal with call directly or using switch board redirect caller to the right person.
Phone calls are often part of the first impression for customer. Customer/caller is always calling because they have some issues which need to be dealt with and they expecting business and employees to do so over the phone. Customer’s first impression of business is quite often made over the phone. It is very important
Section 2 – Understand how to handle mail
1. Explain the purpose of correctly receiving, checking and sorting mail and packages (both incoming and outgoing).
Professional handling of mails is vital within an organisation since it is widely used for transfer of equipment and material in the business. Improper handling of mails could result in loss of business, customers, suppliers and economic losses. This can be due to loss