Unit 2 Assignment 2

Topics: Customer, Telephone call, Telephone Pages: 3 (711 words) Published: June 6, 2013

Unit 2 – assignment 2

1. Understand how to make and receive calls

2.1 Describe the different features of telephone systems and how to use them.• Call holding- places a caller on hold so you can undergo another duty. This could be to find paperwork, find client/customer details, retrieve information from another member of staff or contact another colleague to divert the call along to. • Call waiting- lets you know when there is a caller waiting on another line and wishes to speak to you. This is shown by a flashing light, beeping tone or both. • Re-directing- are available on telephone systems were you may be required to forward a call to another colleague. Usually the features for re-directing state ‘redirect’ or ‘transfer’. • Answer phone- records messages of callers when no one is available to take the call. • Teleconferencing- enables more than the ‘caller’ and ‘receiver’ to be involved in a single phone call. There are now often enhanced with the use of a camera and computer. • Text messaging- features enable you to send and receive text style messages, alike a mobile phone.| 2.2 Describe how to follow organisational procedures when making and receiving telephone calls. * Speak politely and concisely so they can hear and understand what your proposing * When I speak to the customer on the phone I should have a positive attitude hence this demonstrates that I can meet the organisations targets| 2.3 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 is to present a professional image by dressing smartly and showing a passionate ready for the work ahead. * Being in the right frame of mind to work enforces an enthusiastic attitude which represents the company so that big goals can be achieved |

2. understand how to handle mail

2.1 explain the purpose...
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