. Explain the purpose of agreeing objectives and deadlines when researching information.

Business and Administration
Unit two: Principles of providing administrative services

Session 1 Handout //

Using the telephone

The different features of telephone systems
Different employers have different telephone systems. The telephone system that your employer has will depend on the following:
Business size
Number of employees
Number of employees who need to use the telephone
The amount of business done over the telephone
Whether it needs to have phone and computer systems integrated with one another
The features needed on the system.
Features of telephone systems
Contacts – a list of names and numbers stored on phones
Call log – to track and record calls
Caller display – shows the number of the caller
Conference – this function makes it possible to speak to multiple people at once Divert – this enables you to redirect your calls onto another line
Hands free – this function allows you to listen and speak via a speaker, leaving your hands free
Transfer – this enables you to transfer calls onto another line
Voicemail – a personal answering service that allows callers to leave messages. Procedures for making and receiving telephone calls
Many businesses have procedures and policies for telephone calls which aim to achieve an efficient and professional standard when speaking on the telephone.
Receiving calls
By answering the phone, you become responsible for the reputation of the business.
The best possible service should include greeting all callers with a standard greeting, identifying the caller, identifying the caller's needs, and giving the caller the best information possible.
Making calls
The advantage of making calls is that you can plan what you’re going to say in advance. This means you should know the aim of your call before you make it.

© Creating Careers Ltd 2011

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Business and Administration
Unit two: Principles of providing administrative services

The dos and don’ts of making phone calls
Do:
Identify who you are and where you are calling from
If you're ringing suppliers for information, list the questions you need to ask in a logical order
If you're ringing to provide information, list the points you need to provide in a logical order
Ask for clarification if you’re unsure or can’t hear
Use an appropriate tone of voice
Don’t:
Forget to leave space to write answers to any questions you have
Speak fast or quietly
Leave someone hanging on if you’re asked a question you can’t answer – seek help
Be rude or surly.
Summarising calls
The longer and more detailed the call, the more important it is to summarise it.
To summarise a call, run through the key points with whoever you are speaking to, and check your notes to see if anything has been left out.
Giving a positive image when using the phone
How you answer the phone affects the image of the business. A caller can have a positive or negative experience; this can be the difference between gaining and losing customers. A positive image is created if:
Phone calls are answered and ended properly
Callers are dealt with efficiently
You remember the little things like saying 'please' and 'thank you'.

© Creating Careers Ltd 2011

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