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Make and Receive Telephone Calls

CU672 – Make and Receive Telephone Calls

1.1 Describe the different features of telephone systems and how to use them Telephone systems have many different features in order for them to be used in a professional manner. Answer Phone – this feature is used for out of office hours. It enables people to leave a message when no one is available to take the call. Call Holding – places a caller on hold when having to do another task. This could be an array of different things such as transferring a call to appropriate managers or colleagues, finding paperwork, allocating invoices or finding customer details. Call Transferring – this enables a call to be diverted to the relevant person. Mute/Del – this button is pressed when an individual is out of the office. The call is then automatically directed to the next line. Conference Call – enables more than one caller to be involved in a single telephone call. Line 1,2,3,4 – these indicate which line the call is on for when transferring, also indicates another incoming call whilst another line is in use. Phonebook – allows you to find a telephone number with ease and not having to manually type

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the number in. Speaker – this features plays the call aloud so it can be heard without the hand-held phone. Text Messaging – enables you to send and receive text style messages.

1.2 Give reasons for identifying the purpose of a call before making it Identifying the purpose of a call before making it is important as it will ensure that the call sounds professional and you will be able to obtain any information necessary. It is useful to have key information and questions you may need to ask the recipient written down to avoid any hesitations and lack of mannerisms. 1.3 Describe different ways of obtaining the names and numbers of people that need to be contacted Obtaining names and numbers of people that need to be contacted on a regular basis is important and it is a way of saving time. We have a system in our phonebook that can be reached though our email database, that includes everyone from colleagues, to customers and sub-contractors. When making a phone call there is a phonebook that we search for a specific person and call them direct, without having to manually search for a number. There is also a file that contains contact details of people the company may or may not need to be in touch with.

1.4 Describe how to use a telephone system to make contact with people inside and outside an organisations Making contact with people inside our organisation is very simple. We can either simply dial their extension number or press a button that specifically indicates every ones name. Calling people outside the office is just as simple. Our line is set up directly as an outside line so we can either simply dial the number or search through the digital phonebook to make the call.

1.5 Explain the purpose of giving a positive image of self and own organisation Giving off a positive image is important for yourself as an individual as you are not only giving good customer service skills, you are also representing the company. Being able to relay a positive attitude over the phone is vital as this could be the first contact you are making with another company or a potential customer.

1.6 Explain the purpose of summarising the outcomes of a telephone conversation before ending the call Summarising the outcome of a telephone call is important as it avoids any confusion and mishaps, which could then lead to unhappy customers. At CrownPark an example of this could be a customer ringing up for sweeper hire and explaining where, when and how big the area they would like swept is. It is then our job to book this in. We would then relay the information we have been given from the customer to ensure it is correct.

1.7 Describe how to identify problems and who to refer them to When a call comes in to the office it is a must that we always ask who is calling and where they are calling from. It’s important to obtain the purpose of the call, so we can then decide who to transfer the problem too. If whoever the problem concerns is not in the office we would then have to write an email and immediately send it to the correct manager to ensure it is going to be dealt with. For example, if a company called regarding a missing payment I would then transfer them to the correct accounts department so their issue can be dealt with and finalised.

1.8 Describe organisation structures and communication channels within an organisation

1.9 Describe how to follow organisational procedures when making a telephone call 1.10 Explain how to report telephone system faults

2.1 Describe how to identify callers and their needs
2.2 Explain the purpose of giving accurate and up-to-date information to
callers 2.3 Explain the purpose of confidentiality and security when dealing with callers 2.4 Describe the types of information that could affect confidentiality and security and how to handle these 2.5 Describe ways of identifying the appropriate person to whom a call is transferred 2.6 Describe the information to be given when transferring calls or leaving messages 2.7 Describe how to identify problems and who to refer them to 2.8 Describe how to follow organisational procedures when receiving a telephone call 2.9 Explain how to report telephone system faults

3.1 Identify the purpose of the call
3.2 Obtain the name and number of the person to be contacted 3.3 Make contact with the person
3.4 Communicate information to achieve the purpose of the call 3.5 Project a positive image of self and organisation
3.6 Summarise the outcomes of the conversation before ending a call 3.7 Report telephone system faults, if necessary

4.1 Answer a phone following organisational procedures
4.2 Give a positive image of self and organisation
4.3 Identify the caller, where they are calling from and what they need 4.4 Give accurate and up-to-date information whilst protecting confidentiality and security 4.5 Transfer calls, if required
4.6 Take and pass on messages according to the caller’s needs 4.7 Summarise the outcomes of the conversation before ending the call 4.8 Report the telephone system faults, if necessary

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