Unit 2 Principles of Providing Administrative Services

Topics: Customer, Customer service, Time Pages: 21 (6453 words) Published: June 18, 2013
Unit two: Principles of providing administrative services

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 | |Transfer of calls. |This feature allows a switchboard operator or receptionist to | | |transfer calls to the required extension numbers. Extension numbers | | |are usually used when the Company has a large number of employees | | |who frequently need to conduct business over the phone. I receive a | | |number of calls on a daily basis that need to be transferred through| | |to our Customer Support Team. | |Conference Calls |This feature allows more than one person to participate on a call. | | |Conference calls are frequently used within the company where I work| | |as they eliminate the time and cost of travelling to and from a | | |meeting. They are also a quick way for our development team to | | |brainstorm with our global colleagues when they need to make | | |immediate decisions regarding product development. |

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). The procedures to correctly answer the Reception telephone within our Bristol office are as follows:

← The Telephone has automatically been set to only ring twice. If the call has not been answered within these two rings, the call will automatically overflow to one of our other switchboards located across the country. This ensures that no callers are put on hold. ← Ensure that you have the most recent list of employee extension numbers. ← Check that you have opened the company’s Intranet Page on your computer which will allow you to search for the extension numbers of colleagues not based at the office. ← Have a pad and pencil ready to jot down details of the calls that come through. ← When answering the call, please state the name of the Business followed by a friendly greeting of (Company Name) then Good Morning/Afternoon. ← Identify the caller and make a note of their name and the business they are calling from. ← Transfer the call through to the requested person and identify to them who the caller on the line is. This will allow them to prepare themselves for the call. ← If the person is unavailable to take the call, ask if you can take a message. ← Record all the details of the message accurately. Confirm the details with the caller. Send the message to the required person via email. Remember to include the date and time that the message was taken. ← All cold calls are to be politely transferred to the number provided on the Telephone list....
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