Section 1 – Understand how to generate and acquire telephone calls

1 ) Complete the table below with points of in least two different features of your telephone system and how / when they can be used.

FeatureHow / when ever used

1 )


Characteristic which is generally used to redial last dialled number. Telephones usually have key for redial. 2 .

On hold

About hold characteristic allow to support a unknown caller on line when he is redirected to the correct receiver.

2 . Prepare a simple report guidance people upon:

•How to follow along with organisational techniques when making and receiving telephone calls •The purpose of providing an positive image of yourself along with your organisation when making and receiving telephone calls.

If possible, use specific info from methods in your own business (or one that you will be familiar with).

Organisational procedures involving addressing phone calls vary depending on business. Procedure in my place of work comes with answering mobile call within a few rings. Greet caller with positive/happy possible vocal tone, say company name, my brand and ask caller how I can support. After finding out caller`s requires either deal with call immediately or employing switch panel redirect harasser to the right person.

Phone calls in many cases are part of the first sight for consumer. Customer/caller is often calling because they have a few issues which in turn need to be dealt with and they planning on business and employees to do this over the phone. Customer's first impression of organization is quite often made in the phone. It is crucial

Section 2 – Understand how to handle snail mail

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

Specialist handling of mails is important within an business since it can be widely used for transfer of equipment and materials in the business. Poor handling of mails could result in loss of business, customers, suppliers and economic losses. This can be due to loss to essential documents, holds off in terme conseille, delivered to incorrect person, bad service becoming delivered, repayment being lost (incoming and outgoing), supplies or parts not being delivered on time, dissatisfied customer as well as supplier that could leave poor image about the organization. Hence making sure that mails are brought to correct person as soon as possible is essential within a organization.

2 . Full the desk below together with the following info:

•At least two instances of internal snail mail services that are available to organisations •At least two examples of external snail mail services that are offered to organisations

Internal postal mail servicesExternal postal mail services

1 ) Royal Email: This is most favored mail support. It provide wide range of mailing options by competitive prices to suit consumers' needs.

2 . Intranet: This can be more popular way to communicating the messages to large number of people within an business these days

1 . Internal Post: This is accustomed to transfer papers and flow information around departments and various branches during an organization generally within A4 envelope. Confidential letters happen to be labelled.

installment payments on your DHL: This is certainly private courier service which gives high quality service to its consumers. It is a tad expensive than Royal Snail mail but well known for its assistance. It also provide wide of delivery alternatives to suit customer requirements.

three or more. Describe two methods that you can use to calculate postage expenses for email and / or packages.

Postage costs are based on the sort of service you need. There are number of factors to consider prior to calculating postal charges such as urgency of delivery, destination, dimensions, pounds, insurance, evidence of delivery and tracking support. After answering basic concerns such as over, there two way how you can calculate da postagem charges. One is comparing two or three service provides and second you are using assessment websites.

Section 3 – Understand how to use...


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