Complete the table below with descriptions of at least two different features of a telephone system and how / when they would be used. FeatureHow / when used 1. Conference calls This makes it possible to speak to more than one person simultaneously. 2. Transfer Enables one to transfer a caller to another extension. 2. Prepare a brief report advising people on: How to follow organisational procedures when making and receiving telephone calls When making phone calls the caller should make sure he or she has all the questions they want to ask, its good practice to have a pen and paper handy to take messages and be ready to listen to the conversation attentively. When receiving a call answer after a certain number of rings, say the name of the company and branch if the organisation has multiple locations, listen carefully to the reason why the caller rang, and it’s important to smile when talking on the phone as it.
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). A positive image is vital for any business so opening and closing phone conversations is paramount and knowing how to deal with each caller efficiently. Using the right tone and language as well helps to portray a positive image for the business and for the individual and also shows how professional someone is. Section 2 – Understand how to handle mail 1.
Explain the purpose of correctly receiving, checking and sorting mail and packages (both incoming and outgoing). Incoming mail •Open mail not private unless cleared to do so •Remove contents •Date stamp mail when received •Check and attach enclosures •Sort mail according to department •Mail is delivered or collected by different departments by designated staff and then put in the recipient’s in tray Outgoing Mail •Collect mail from each department •Deliver mail to the mail room at an agreed time •Sort mail into first, second, special and recorded delivery •Weigh letter or packages •Calculate postage costs Stamp or frank items at the correct cost •Take mail to an appropriate post box or post office It is of paramount importance for mail to be sorted properly within any business because failure to do so means •Loss of potential business •Short and long term loss of revenue •Workers unable to complete tasks leading to unsatisfied customers and wasted time •Irritated suppliers when they chase up payments 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 servicesExternal mail services 1. Intranet 1. Royal Mail 2. Secure pouches and bags 2. DHL 3. Describe two methods that you can use to calculate postage charges for mail and / or packages. •Taking weight and dimensions of the item. With this method ideally, what is required is the length, width, height and weight of the package and a price will be automatically worked out for you and this helps to provide an accurate price for postage. •Use of postage rate tables – this is used to set the amount you charge per postage by delivery method and destination.
Costs can also be specified by international postage, either by region of specific country. Section 3 – Understand how to use different types of office equipment 1. Describe the main types of equipment found in offices and how they are used. Include examples of at least three different types of office equipment. •Computers – these provide a wide range of functions which make them useful for everyday situations. Once loaded with various software programmes a computer can perform various tasks from word processing, spreadsheets, database and even gaming. •Printers – used to produce copies of documents from the computer files. Photocopiers – used to make exact copies of any document from letters or certificates. With photocopying you can make one or multiple copies of the same document. 2. Explain the purpose of following manufacturer’s instructions when using equipment. •
This enables the user to get most out of the equipment, understand the equipment before use and. Not following the instructions could lead to health and safety risks, higher maintenance costs could be incurred by the user if anything goes wrong with it as warranties and guarantees could be void. 3. Explain the purpose of keeping equipment clean, hygienic and ready for the next user. For any organisation quality is of paramount importance so clean equipment produces better quality products and with deadlines and targets to meet time and resources will not be wasted. In some organisations (call centre) people have to share equipment like headsets so it’s always good practice to make sure it is cleaned after use and ready for the next person to reduce risk of infection and spreading of germs. Also, if other people don’t keep shared equipment or work stations clean this can have negative impact on the business as targets/deadlines won’t be met as this could be de-motivating for other staff members.
Understand how to keep waste to a minimum in a business environment 1. Explain why waste should be kept to a minimum in a business environment. •Too much waste has a financial impact on the business in the long run. Too much money will be wasted to rectify the problem. For instance faulty machines can produce defective products. These defective products can pose to be a risk to the environment if not disposed off correctly can get the fined by authorities. And depending on the organisation, money spent of refunds especially on something that can be avoided causes loss of revenue. . Identify at least two main causes of waste in a business environment. •People in the business due to making mistakes •Materials and equipment 3. How can you keep waste to a minimum in a business environment? Describe at least two ways of doing this. •Using email as a way of communication more within the business. This will help reduce the amount of paper used. The good thing about this as well is a database can be used to access all archived documents. •Energy efficiency is another good way of keeping waste to a minimum.
Staff members should get in the habit of shutting down their computers after work and making use of motion operated lights Section 5 – Know how to make arrangements for meetings 1. Complete the table below listing at least two different types of meetings and describing the main features of each type of meeting. Type of meetingMain features Conference meetings This meeting is organised with high planning and structure, moderated by a chair person. The number of participants depends on the purpose of the conference. PresentationThese meetings are held generally to inform the team about any new changes made in processes and procedures.
In this meeting there is a presenter or two and in the end, the attendees have the opportunity to ask questions. 2. When arranging a meeting: •What sources and types of information are typically needed? -Date of the meeting -Start and finish times of the meeting -Venue and agenda of the meeting -Attendance list -Minutes from previous meeting -Reports for consideration in the meeting -The desired outcome for the meeting •How should meetings be arranged? -Find out about the meeting brief -Confirm venue, catering and equipment requirements -Produce the agenda and meeting papers Invite attendees and send them the agenda -Confirm attendance -Make sure attendees’ needs are met -Make amends to correct any needs for requirements like catering -Collate and dispatch papers for the meeting within agreed time scales -Produce spare copies of meeting papers -Arrange the equipment and layout for the room –
Make sure attendees have a full set of papers -Take accurate notes of the meeting including attendance -Provide information and support when required -Produce a record of the meeting -Seek approval and amend the meeting record as necessary Circulate the meeting record to agreed time scales Section 6 – Understand procedures for organising travel and accommodation arrangements 1. Explain the purpose of confirming instructions and requirements for business travel and accommodation. •It ensures that no mistakes have been made during the process •Helps clear out any misunderstandings so it’s important to always check the facts with the relevant people so that everything is done correctly from the onset. •It ensures that individuals arrive on time for meetings or appointments. 2.
Complete the table below with an outline of the main types of business travel and accommodation arrangements that may need to be made and the procedures that should be followed when doing this. Travel and accommodation arrangementsProcedures TransportBook flights, train tickets on time. If using own transport from airport have a taxi booked as well Long check in flights may be required with international flights Accommodation Book hotel for the appropriate dates Cost of room Meals – which ones are included Location of hotel Money Arrange travellers cheques or foreign currency before the trip Insurance travel
Travel information Confirm with the traveller that itinerary and documents meet the requirement Maps 3. Explain the purpose of keeping records of travel / accommodation arrangements in a business environment. •This simply shows organisation and efficiency for the business as this information will be easy retrieved when needed again •It makes it easy to account for things and the expenditure can compared with and reviewed against a budget •This will enable the business to ascertain which areas they need to save money on. Section 7 – Understand diary management procedures . Briefly explain the purpose of using a diary system to plan activities at work. Give at least two reasons. •It helps keep a record of business schedules, activities such as meetings and appointments. And in a business environment it is vital in case someone is not well, colleagues can easily take a look at what you had planned for the day and what is a priority for the working day and sort it all out. •For example, a diary helps to -Manage ones’ time -Note down tasks and tick once completed. 2. Identify the information needed to maintain a diary system in the workplace.
In the workplace, the following is required -Who the meeting/interview is with -What the meeting is about -When it is -Where its being held -Why the meeting is being held Section 8 – Understand the purpose of delivering effective customer service and how to do so 1. What are the differences between internal and external customers in a business environment? •Internal customers are people or departments in the same organisation as the service provider. For example marketing department is an internal customer of the IT department because it uses IT services. External customers are people who are not employed by the organisation or organisation that are separate legal entities that purchase services from the service provider. When a service provider charges for services and paid real money or exchange or services or products. 2. Explain why customer service should meet or exceed customer expectations. •Meeting or exceeding customer expectations automatically enhances the business reputation, first time customers will end up being loyal customers, increased sales and more referrals from satisfied customers who bring in additional business by word of mouth.
Include at least three reasons in your answer. •High quality products at a competitive price •Fast, efficient and accurate service •Trained staff that can handle their questions without referring them on 3. Explain the importance of building positive relationships with customers. •Positive relationships are good for the business as this will have a good impact on the business and provides more public awareness with other potential customers. Ideally, the business should not promise something that they can’t deliver, treating each customer as an individual and where appropriate use customer names.
Outline two ways in which this can be achieved. •Mutual respect between both parties •Keeping clear communication channels open 4. How do customers demonstrate their own needs and expectations? -Customer complaints is a way of customers to offer a very clear insights in what they need and what they expect -To demonstrate their needs an organisation must design a system and procedures to help produce desired outcomes to meet the above -Asking questions -Body language -Active listening