Unit two: Principles of providing administrative services
You should use this file to complete your Assessment.
The first thing you need to do is save a copy of this document, either onto your computer or a disk Then work through your Assessment, remembering to save your work regularly When you’ve finished, print out a copy to keep for reference Then, go to www.vision2learn.com and send your completed Assessment to your tutor via your My Study area – make sure it is clearly marked with your name, the course title and the Unit and Assessment number.
Please note that this Assessment document has 9 pages and is made up of 9 Sections.
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 | |1. Transfer |When you need to put the person through to another colleague quickly | | |and whilst keeping the person on the line. | | | | | | | |2. Confrence Calls |This is used when you need to speak to more than one person on the | | |telephone at once, so you can have a group discussion. | | | | | | |
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 or receiving telephone calls, to offer the best possible service you must:
Identify the caller and their needs
Give the caller the best possible information required.
It is always a good idea to plan before hand what you are going to say, take a few seconds to compose yourself and think about how you are going to answer the call to provide a good professional image.
It is important to give a positive image of yourself, as this will also reflect upon the company. By providing a good professional service over the phone, the customer will be happy where as if you show an unprofessional manner on the telephone then this will give the company a bad reputation which could lead to losing customers and money.
Section 2 – Understand how to handle mail
1. Explain the purpose of correctly receiving, checking and sorting mail and packages (both incoming and outgoing).
It is important to sort and check incoming mail correctly as it may require a quick response. Sorting through mail and distributing it to the correct person means it can be dealt with efficiently and customers and clients are not left waiting for replies. Inefficency in sorting mail can mean urgent correspondence is missed, customers may be disgruntled if they have to resend important letters which will not reflect well on the company.
2. Complete the table below with the following information:
At least two examples of internal mail services that are...
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