Business and Administration Level Two Unit Two: Principles of Providing Administrative Services

Topics: Customer, Telephone call, Telephone Pages: 16 (5146 words) Published: July 26, 2013
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.

FeatureHow / when used
Computer telephony integration

This links telephone and computer systems together so that when the telephone rings, a dialog box appears on the computer screen with options for answering. 2.
Do not disturb.

This blocks calls to an extension or particular telephone line until the Block is removed. Blocks are usually activated and deactivated by pressing a number of keys on the phone's keypad.

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).

Procedure for using the telephone:
All calls are to be answered with a polite and friendly manner, during calls please remaining professional at all times. Calls should be answer the telephone within 3 rings. When using the telephone speak clearly and at a good pace, please do not speak too fast, nor speak too quietly. Please do not be rude, surly or sarcastic during any calls as callers will hear this in your voice. Greet the callers with a standard greeting, “Hello company name your name speaking, and how can I assist you today?” When a colleague is unable to answer there extension if you are able to please answer with the greeting “Hello company name, colleagues name extension your name speaking” if you are able to deal with the call, please inform your colleague of who called and what has been said. If you are unable to assist the caller, or the caller would prefer to talk to your colleague give them a realistic time frame for a re-call or if they would be prefer to call back. while taking incoming calls if you cannot answer a question please do not keep callers waiting, polity explain to them you need to confirm some information, do not take more time than is needed for this, you can redirect the call to the colleague if you need to. When making out bound calls, please plan your call in advanced, have any information you may need to hand, or a pen and paper if you need to take any notes on the call, or have the right computer programme open if you are using the phone and computer integrated system. Once your call has been answered introduce yourself “Hello it’s your name from company name may I speak to customers name please?” explain the reason for your call. Its often good to summarise your calls, to summarise a call, run through the key points you have made with the person you're speaking to. Then check to see if anything has been left out. Keep your notes somewhere where they can be found easily. There can be specific scripts on certain calls. With all the information ready. Ask for permission before making personal calls.

The reason to give a positive image of yourself and the organisation when making and receiving telephone calls is even before the telephone is answered, the caller can develop an image of your organisation. If the employee who answers the phone does not give the caller their full attention or answers in a rude manner, the caller may be well on their way to writing your organization off as cold and uncaring the kind of organization they would never choose to do business with. By answering a phone call, you become responsible for the reputation of the business. You want to give a positive and professional image of the organisation is to gain new customers as well as keep our current ones, by showing them we are trust worthy and always able to help and answer and questions they might have. By being positive and helpful customers will know we are always happy to take their calls and...
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