BUSINESS ADMINISTRATION LEVEL 2 - TECHNICAL CERTIFICATE
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...
Please join StudyMode to read the full document