1. Conference calls
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This function allow us to have a conversation with more then one person. This would be use when managers want to talk about important subject with other brunches.
This function allow to transfer caller to another department. It can be used when we the caller want to speak with the manager or person from different department.
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).
Almost every business have procedures how to answer or receive telephone calls. When the person is answering the phone is automatically responsible for positive or negative reputation of the business, that’s why is very to follow those procedures promptly to achieve a professional standards.
Answering a call from my customer I always answering after one or two rings, I have pen and paper ready just in case I need to make a note or take a message. Then I politely greeting a caller giving my name and company, then asking how can I help, if the call is not for me I am taking message, writing the caller name and message. I always ending the conversation with a summary just in case I understand correctly every part of the conversation, then politely thanks for call with good bye and hang up.
Giving positive image is also important, because this depends weather customer will stay or go somewhere else. We can create a positive image if we will deal with callers efficiently, which means we have to know exactly what we are doing and how to use phone system.
I would create a positive image with positive attitude towards all customers. I would answer the phone with a smile and kindly greeting. I would also try to identify the callers and his needs, the I would deal with it with polite manners and I would try my best to help. Secondly I would speak naturally with sensible speed to make sure the caller understand properly, then I would repeat information if necessary and summarise all the points from the conversation with the caller. Lastly I would thank the caller for his call and his time then end the conversation appropriately.
If we fail to give a positive image during a phone conversation this can be very harmful for the business even more the business cane loose lots of money which could effect employees as well. The business can have a bad reputation which means that the customer will not consider cooperation with the business in the future.
Section 2 – Understand how to handle mail
1. Explain the purpose of correctly receiving, checking and sorting mail and packages (both incoming and outgoing).
Mail is important for successful business.
It is used to transfer material, equipment and invoices from suppliers to business by post, secondly is used to provide important documents, invoices or products to the customers.
One or more people could be responsible fro receiving, checking and sorting mail and packages. It must be done very carefully, otherwise the mail could not reach the recipient on time and the consequence could be that the recipient will not pay the outstanding invoice on time and could be charged for late payment.
Poor mail handling could lead to loss of important documents/invoices, delays in mails, delivered mail to wrong person, additionally payment could be lost and materials or parts not being delivered on time. Finally poor mail handling could lead to dissatisfied customers (they could leave), to loss of money and sometime to business closure.
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
1. Internal post – it is used to deliver mail between departments and branches, is sent in unsealed A4 envelopes. Confidential letters are labelled.
1. Royal Mail. This is most popular mail service in Uk. It offer wide range of mailing option to suit customers needs.
2. Intranet – mail is circulate electronically.
2. P4D is a private courier service. It help find a right courier service for urgent, big and heavy items. Sometimes is cheaper then Royal Mail.