Customer and Telephone Calls

Topics: Customer, Customer satisfaction, Customer service Pages: 12 (2189 words) Published: April 2, 2014

Unit two: Principles of providing administrative services


You should use this file to complete your Assessment.
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Please note that this Assessment document has 9 pages and is made up of 9 Sections.

Name:robert tilley

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.

How / when used
switchboards and extension numbers.

To receive incoming calls and direct them to the correct department or person. 2.
conference calls and virtual meetings

To hold conversations between different departments or companies with multiple people either by voice or face to face

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).

When making and receiving telephone calls use standard phrases, remaining polite, identifying the caller’s identity and purpose of call.

Do not not divulging confidential information.

Take messages and offer apologies for unavailable colleagues.

Make sure to call correct branches, departments and personal extension numbers of other organisations, having purpose of call/ key questions to hand before making call etc.

It is important to give a positive image of yourself and your organisation when making and receiving telephone calls because it can stimulate interest and reciprocal viewpoints and help with relationship-building. It will Improve customer satisfaction, retention and acquisition helping with greater market share, productivity, long-term prospects and profit margins.

Section 2 – Understand how to handle mail

1. Explain the purpose of correctly receiving, checking and sorting mail and packages (both incoming and outgoing).

The purpose of correctly receiving, checking, sorting mail and packages is to save time, reducing costs, ensuring items reach the correct recipients on time, preventing breaches of confidentiality, prioritising, recording damage, maintaining employee/ client satisfaction etc

2. Complete the table below with the following information:

At least two examples of internal mail services that are available to organisations At least two examples of external mail services that are available to organisations

Internal mail services
External mail services

Memos, message boards, email.

1. external :

Tracking, courier services eg

recorded/ special deliveries

routing slips, internal envelopes.
Internal mail is often sent in unsealed, A4-size envelopes  (see INTERNAL envelopes above)

2. External:
Royal Mail/ delivery companies

3. Describe two methods that you can use to calculate postage charges for mail and / or packages.

1 -Method one:The use of franking machines, service providers information, scales, stamps. 2- Method two:The use of calculations, covering weight, distance (national/ overseas), size, class, insurance, recorded delivery, packaging, wrapping, protection etc

nothing in the question about finding service providers but you could use...
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