Nt1330 Unit 3
Section 1 – Understand how to make and receive telephone calls
1. Complete the table below with descriptions of at least two different features of a telephone system and how / when they would be used.
Feature How / when used
1. Answerphone
It enables caller to leave voice messages. Also I can play back the left messages at any time until it’s deleted. It usually used when the business has a lot of calls and there is no available person to answer the calls. It often used at out of office hours as well.
2. Conference calls
With this feature, more than one people can talk to each other at the same time on the same line. It often used at business conferences when the parties are at different locations but the conference is urgent.
2. Prepare a brief report advising people on:
• How to follow organisational procedures when making and …show more content…
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).
Receiving calls
• Answer the phone by the second ring.
• Answer the phone with “Good morning (or afternoon), Company Name, Edward Douglas speaking, how may I help you today?
• Messages are important. Keep them neat, get the caller’s name, association, number (including area code) and, perhaps, file numbers and reasons for calling.
• Don’t keep callers on hold for extended periods. Get back to them and ask if they still want to hold, or would like to leave a message instead.
• Avoid telling callers they “must” do something or “have to call other department.”
The task of the person answering their initial call is to find out what help the person seeks, and direct them to the right place. The challenge is to do this accurately and quickly—accurately so the caller does not have to be redirected again—quickly, so the caller does not give you their whole story, only to find out you cannot help them.
It is also important to present a positive image at all time, as the person who receives calls represents the company to the caller. Always say “please” and “thank you” and talk in a right tone.
Making Calls
• Planning the call if needed
• Identify the purpose of the call
• Confirm the name and number of the person to be contacted
• Make contact with the person
• Communicate information to achieve the purpose of the call
• Project a positive image of yourself and your organisation
Section 2 – Understand how to handle mail
1. Explain the purpose of correctly receiving, checking and sorting mail and packages (both incoming and outgoing).
Ensuring mail is sent to the correct recipient is important to both sender and receiver as important and sensitive information may be included. For example:
Incoming:
- legal papers
- invoices from suppliers,
- requests for information
Outgoing:
- payments
- invoices for customers
- important documents
So to ensure that the majority of the mail gets to the correct person always worth to use a systematic approach to mail. For example:
Incoming:
- Receiving: open mail, remove contents, date-stamp mail
- Checking: attach enclosed items
- Sorting: sort mail according to departments, urgency, and type of delivery
Outgoing:
- Collect: collect from each department or deliver to mail room
- Sort- into type of delivery, or categories
- Price up calculate postage costs, take mail to appropriate post box/office
It is vital the document/information is sent/delivered within an agreed timescale as the receiver may require the content by a deadline. For example ‘payment terms of 30 days’ sending payment after this timescale may invoke legal action or a charge for late payment.
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. Intranet
/ a local or restricted communications network, especially a private network created using World Wide Web software/
1. Royal Mail
2. Internal Delivery staff
3. DHL
3. Describe two methods that you can use to calculate postage charges for mail and / or packages.
1. Royal Mail price finder on the web. /need to give size, weight and destination for a price offer. /
2. Other comparison websites /it will find the cheapest provider/
3. Alternatively take the package to the nearest post office.
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
With the right software it can provide a wide range of functions. For example:
- Creating Database and Spreadsheet
- Word processing
- Making Presentations
- Sending and receiving emails
- Accounting Printers
Used to produce paper copies of emails, files, documents on the computer
The 2 major types are
- Inkjet /small printer, usually for individual computers/ or
- Laser /bigger than inkjet, fast and good quality print, network enabled, /
Both printers have a lot of features such as:
- Colour or black and white print
- Adjustable size of paper tray
- Volume of printing
Photocopiers
Used to make copies of paper documents. Quicker and cheaper than a printer
Some of the features are:
- Speed
- Image rotation
- Volume of copying
- Colour or black and white
- One sided or back-to-back copying
Scanners
Used to convert images and documents into electronic files that can be used on computers. For example email document.
Fax
Used to send text graphics and images via telephone line.
Also there are a range of all in one devices on the market that serves several functions including Printing, Faxing, Copying, and Scanning.
2. Explain the purpose of following manufacturer’s instructions when using equipment.
It is important to follow the manufacturer`s instructions, because it gives information about the safe and healthy use of the equipment. It also gives maintenance instructions and it usually contains the manufacturers` guarantee.
3. Explain the purpose of keeping equipment clean, hygienic and ready for the next user.
It is important to keep the equipment clean, because it can have a big impact on the equipment`s performance. Also keeping equipment clean and hygienic prevents the spread of infections and creates better attitude of employees as everyone is responsible for cleaning up after themselves so no one has to clean up after other people so no one gets demotivated.
Section 4 – 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.
Waste should be kept to a minimum in a business environment, because it can have many effects to a business such as:
- Delays by wasting time and material
- Increase costs to the business / storage costs, waste disposal costs/
Also keeping waste to a minimum can decreases the amount of waste that ends up in landfills and it can help reduce air and water pollution.
2. Identify at least two main causes of waste in a business environment.
People: Waste of paper and other admin products. The main waste is minor errors, if you don’t check your work, you will find you will make loads of errors, and therefore will waste a lot of paper.
Materials and equipment:
Faults in raw materials/components or equipment can cause more waste as it can result in costly sub-standard products
3. How can you keep waste to a minimum in a business environment? Describe at least two ways of doing this.
Keep the faxes, printers, and copiers in good working order so that they produce good copies. Order good quality paper that is the recommended weight for the office machines.
Organize supplies and remove out of date ones.
Prevent wasting energy by turning off the lights if you are the last one leaving.
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 meeting Main features
Team meeting
- meeting among colleagues working on various aspects of a team project
- information changing
- idea generating
-
Management meeting - a meeting among managers
- problem solving
- decision making
2. When arranging a meeting:
• What sources and types of information are typically needed?
The date, start and end time of meeting the attendance list the desired outcome of the meeting meeting resources such as: pens, note pads, charts, sound system, computer presentation software
• How should meetings be arranged?
Meetings should be arranged properly as it helps preventing wasted time and sources, frustration or conflict.
Section 6 – Understand procedures for organising travel and accommodation arrangements
1. Explain the purpose of confirming instructions and requirements for business travel and accommodation.
Confirming arrangements prevents the business from wasting time and money.
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 arrangements Procedures
Business travel Define person travelling: name, job title and department. Arrange a preparation with meeting (plaining details for destination of the trip is local or international
International travel and accommodation
Define a method of transportation analysing strengths and weaknesses of a travel plan including type of accommodation arrangements 'internet facilities, food and drink services*. Fill bookings forms, and measure price plans, methods of payment
- Step 1: The Pre-Trip Discussion
Questions should be asked:
Flight:
When does he/she prefer to fly? Mornings? Early Afternoon? The red-eye?
-When does he/she prefer to arrive at a destination?
-Is he/she a member of any frequent flyer programs, special military groups, age groups, etc. that could alter the prices or arrangements of the flight?
-Do they have an overall preference for any particular airline?
-Do they only want direct flights or do they mind layovers? Are there any airports they prefer to have a layover in (or ones they would rather avoid?)
-Do they have a preference as to modes of transportation? Meaning, would they rather travel in a commercial plane or a private plane? Also, once at their destination, do they prefer to ride in cabs, town cars, limos or rent their own car?
-Where do they like to sit on planes? Aisle, middle or window? First-class, business-class or economy?
-Do they have any requests for food preferences or allergies? Airlines today cater their meals to Kosher, Vegetarian, Vegan, Non-Dairy, etc.
-How much are they willing to pay/ how many frequent flyer miles are they willing to use to cater to all these preferences?
Hotel:
Is he/she a member of any frequent guest programs, special military groups, age groups, etc. that could alter the prices or arrangements of the booking?
-Do they have an overall preference for any particular hotel?
-Do they request any specific amenities at the hotel? For example, do they need wireless access? A gym or pool? A restaurant or Continental breakfast?
-Do they have a preference as to modes of transportation? Once at their destination, do they prefer to ride in cabs, town cars, limos or rent their own car?
-Where do they like to stay within a hotel? Smoking or non-smoking room? On the first floor or the penthouse?
-How much are they willing to pay/ how many hotel program points are they willing to use to cater to all these preferences?
- Step 2: Booking the Flight
Analyse what I know about the dates.
Take into account the departure and arrival locations
Search for flights
Book the flight, call the airline
- Step 3: Arranging the Hotel and Transportation
Take into account the purpose of the trip
Arrange transportation---cab/taxi, renting a car
-The Final Step: Go Over the Details with the person who travelling
Be sure every detail is printed off easily for your boss to read and take with him on the trip. Include:
-Airline: Carrier, terminal, gate, seat number, etc.
-Transportation: Any useful numbers, names, companies, etc.
Let my boss know he can call me anytime during his travels to help with whatever details he needs. Just because he isn’t in the office, you still the support system, and should consider myself the ultimate personal travel agent.
3. Explain the purpose of keeping records of travel / accommodation arrangements in a business environment.
The business is well organised, when keeping travel or accommodation arrangements records with number of various bookings saved and available for information retrieval. When types of travel and accommodation bookings are recorded for staff members including expenditure for tickets, mileage, rooms, food etc, discount rates and refunds, you receive, supply and analyse people feedbacks about the service.
Section 7 – Understand diary management procedures
1. Briefly explain the purpose of using a diary system to plan activities at work. Give at least two reasons.
Employees usually have a lot of tasks and activities to complete on a daily basis. So using a diary system to plan activities at work helps keeping record of scheduled meetings and appointments.
It also helps minimising the possibility of confusion and error.
2. Identify the information needed to maintain a diary system in the workplace.
Information such as time, duration, date, venue, attendees, chair, visitors are required to make diary entries.
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?
External customers:
They are called 'external customers' because they come from outside the business you work for. They bring in all the revenue that keeps such companies afloat.
Internal customers:
These are the people that work within your organisation, maybe directly with you or in another department.They may also include people in other organisations that work with your organisation to provide your products or services.
2. Explain why customer service should meet or exceed customer expectations. Include at least three reasons in your answer.
If the customer service meet customer expectation than the customer more likely recommended the company to friends which makes higher sales. If the sales growing, than it creates a more secure job to employees and the organisation can growth.
3. Explain the importance of building positive relationships with customers. Outline two ways in which this can be achieved.
Customers are the most important people for any organisation.
They are the resource upon which the success of the business depends. Good customer relationship can be achieved in ways such as:
Respect – both parties respect one another Communication – both parties keep communication channels open.
4. How do customers demonstrate their own needs and expectations?
Customers have expectations of all the companies with which they transact business. These expectations may be predominantly unspoken but, all the same, they have a strong influence on how the company, its employees, products, and services are perceived. Types of feedback include informal feedback, focus groups, feedback forms and customer surveys, customer research and customer complaints. Section 9 – Understand the purpose of reception services and how to follow reception procedures
1. What is the purpose of the receptionist role as the first point of contact in a business environment?
For many companies, the receptionist is often the first point of contact any incoming customer or caller has with that
company.
It is often the receptionist's role to ensure that all of these callers and customers are taken care of and that a good business image is given to the public. If a customer is treated poorly by the front-desk staff, it is likely that they will have a negative image of that company and may not return.
2. Describe how a receptionist can present a positive image of themselves and the organisation and explain why this is important.
It is very important to present a positive image of myself and organisation, because the first impressions can have a lasting impact on how we are perceived.
The first thing I can do in order to represent the organisation in a positive way is to be professional. The public will expect to see me dressed in a certain way; for example, if the organisation has a uniform I will need to be wearing it correctly at all times when representing the organisation in public. I will need to follow procedures on addressing people, distributing information, answering the telephone, etc.
3. In relation to your own organisation (or one that you are familiar with), explain what must be done when carrying out entry, departure, security and confidentiality procedures in a reception area.
Upon your ARRIVAL at the entrance gate
Please make yourself known to the site security staff. You will need to produce proof of identification (e.g. passport, identity card for a French visitor) to gain access. Visitors must have a registered visit prior to their arrival and must have completed their site access procedures.
A site badge will be prepared and you will receive an envelope containing your Guesthouse key out with the Guesthouse Reception opening hours (Reception opening hours: Monday to Friday: 07h00 - 20h00, week-end and public holidays: 07h00 - 12h00). Your site entrance badge is also used for the payment of meals at the ILL/ESRF common restaurant.
If you wish to have access to the library outside working hours, please request this when the guardian prepares your site badge.
If you plan to arrive at the weekend or outside normal working hours (working hours: Monday to Friday, 08h00 to 17h00) please pay particular attention to these details, since administrative staff will not be available at these times to help sort out difficulties.
On DEPARTURE
Please return your key to the Guesthouse, and your badges to the site security staff at the gate.
Confidentality
All content and material posted on this site by *****company name**** and users, including all ideas, plans, drawings, packaging, design, artwork, logos, specifications, recipes, processes, formulas, know how, marketing knowledge or models or any other document or information discussed, shall be confidential information (“Confidential Information”) and, as set out in the section headed "Usage of comments", all content and material posted on this site by users shall be licensed exclusively to ******company name******* and all content and material posted on this site by *****company name**** shall be the property of *****company name****.
Users shall maintain all Confidential Information and not disclose or communicate the Confidential Information to any person without the prior written consent of *****company name****. In particular users shall not disclose or discuss any Confidential Information with any competitors of *****company name**** in the relevant industry sectors.
*****company name**** reserves all rights in its Confidential Information and no rights or obligations other than those expressly recited herein are granted or to be implied.
The obligations of this section shall continue in force, so long as, and to the extent that, users shall have any knowledge or have in their possession or control anything constituting Confidential Information.
Users acknowledge that the unauthorised disclosure or use of the Confidential Information could cause irreparable harm and significant injury that may be difficult to ascertain.
Accordingly, users agree that *****company name**** shall have the right to seek an immediate injunction enjoining any breach of this section in addition to any other remedies to which it may be entitled including money damages.
1. Complete the table below with descriptions of at least two different features of a telephone system and how / when they would be used.
Feature How / when used
1. Answerphone
It enables caller to leave voice messages. Also I can play back the left messages at any time until it’s deleted. It usually used when the business has a lot of calls and there is no available person to answer the calls. It often used at out of office hours as well.
2. Conference calls
With this feature, more than one people can talk to each other at the same time on the same line. It often used at business conferences when the parties are at different locations but the conference is urgent.
2. Prepare a brief report advising people on:
• How to follow organisational procedures when making and …show more content…
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).
Receiving calls
• Answer the phone by the second ring.
• Answer the phone with “Good morning (or afternoon), Company Name, Edward Douglas speaking, how may I help you today?
• Messages are important. Keep them neat, get the caller’s name, association, number (including area code) and, perhaps, file numbers and reasons for calling.
• Don’t keep callers on hold for extended periods. Get back to them and ask if they still want to hold, or would like to leave a message instead.
• Avoid telling callers they “must” do something or “have to call other department.”
The task of the person answering their initial call is to find out what help the person seeks, and direct them to the right place. The challenge is to do this accurately and quickly—accurately so the caller does not have to be redirected again—quickly, so the caller does not give you their whole story, only to find out you cannot help them.
It is also important to present a positive image at all time, as the person who receives calls represents the company to the caller. Always say “please” and “thank you” and talk in a right tone.
Making Calls
• Planning the call if needed
• Identify the purpose of the call
• Confirm the name and number of the person to be contacted
• Make contact with the person
• Communicate information to achieve the purpose of the call
• Project a positive image of yourself and your organisation
Section 2 – Understand how to handle mail
1. Explain the purpose of correctly receiving, checking and sorting mail and packages (both incoming and outgoing).
Ensuring mail is sent to the correct recipient is important to both sender and receiver as important and sensitive information may be included. For example:
Incoming:
- legal papers
- invoices from suppliers,
- requests for information
Outgoing:
- payments
- invoices for customers
- important documents
So to ensure that the majority of the mail gets to the correct person always worth to use a systematic approach to mail. For example:
Incoming:
- Receiving: open mail, remove contents, date-stamp mail
- Checking: attach enclosed items
- Sorting: sort mail according to departments, urgency, and type of delivery
Outgoing:
- Collect: collect from each department or deliver to mail room
- Sort- into type of delivery, or categories
- Price up calculate postage costs, take mail to appropriate post box/office
It is vital the document/information is sent/delivered within an agreed timescale as the receiver may require the content by a deadline. For example ‘payment terms of 30 days’ sending payment after this timescale may invoke legal action or a charge for late payment.
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. Intranet
/ a local or restricted communications network, especially a private network created using World Wide Web software/
1. Royal Mail
2. Internal Delivery staff
3. DHL
3. Describe two methods that you can use to calculate postage charges for mail and / or packages.
1. Royal Mail price finder on the web. /need to give size, weight and destination for a price offer. /
2. Other comparison websites /it will find the cheapest provider/
3. Alternatively take the package to the nearest post office.
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
With the right software it can provide a wide range of functions. For example:
- Creating Database and Spreadsheet
- Word processing
- Making Presentations
- Sending and receiving emails
- Accounting Printers
Used to produce paper copies of emails, files, documents on the computer
The 2 major types are
- Inkjet /small printer, usually for individual computers/ or
- Laser /bigger than inkjet, fast and good quality print, network enabled, /
Both printers have a lot of features such as:
- Colour or black and white print
- Adjustable size of paper tray
- Volume of printing
Photocopiers
Used to make copies of paper documents. Quicker and cheaper than a printer
Some of the features are:
- Speed
- Image rotation
- Volume of copying
- Colour or black and white
- One sided or back-to-back copying
Scanners
Used to convert images and documents into electronic files that can be used on computers. For example email document.
Fax
Used to send text graphics and images via telephone line.
Also there are a range of all in one devices on the market that serves several functions including Printing, Faxing, Copying, and Scanning.
2. Explain the purpose of following manufacturer’s instructions when using equipment.
It is important to follow the manufacturer`s instructions, because it gives information about the safe and healthy use of the equipment. It also gives maintenance instructions and it usually contains the manufacturers` guarantee.
3. Explain the purpose of keeping equipment clean, hygienic and ready for the next user.
It is important to keep the equipment clean, because it can have a big impact on the equipment`s performance. Also keeping equipment clean and hygienic prevents the spread of infections and creates better attitude of employees as everyone is responsible for cleaning up after themselves so no one has to clean up after other people so no one gets demotivated.
Section 4 – 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.
Waste should be kept to a minimum in a business environment, because it can have many effects to a business such as:
- Delays by wasting time and material
- Increase costs to the business / storage costs, waste disposal costs/
Also keeping waste to a minimum can decreases the amount of waste that ends up in landfills and it can help reduce air and water pollution.
2. Identify at least two main causes of waste in a business environment.
People: Waste of paper and other admin products. The main waste is minor errors, if you don’t check your work, you will find you will make loads of errors, and therefore will waste a lot of paper.
Materials and equipment:
Faults in raw materials/components or equipment can cause more waste as it can result in costly sub-standard products
3. How can you keep waste to a minimum in a business environment? Describe at least two ways of doing this.
Keep the faxes, printers, and copiers in good working order so that they produce good copies. Order good quality paper that is the recommended weight for the office machines.
Organize supplies and remove out of date ones.
Prevent wasting energy by turning off the lights if you are the last one leaving.
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 meeting Main features
Team meeting
- meeting among colleagues working on various aspects of a team project
- information changing
- idea generating
-
Management meeting - a meeting among managers
- problem solving
- decision making
2. When arranging a meeting:
• What sources and types of information are typically needed?
The date, start and end time of meeting the attendance list the desired outcome of the meeting meeting resources such as: pens, note pads, charts, sound system, computer presentation software
• How should meetings be arranged?
Meetings should be arranged properly as it helps preventing wasted time and sources, frustration or conflict.
Section 6 – Understand procedures for organising travel and accommodation arrangements
1. Explain the purpose of confirming instructions and requirements for business travel and accommodation.
Confirming arrangements prevents the business from wasting time and money.
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 arrangements Procedures
Business travel Define person travelling: name, job title and department. Arrange a preparation with meeting (plaining details for destination of the trip is local or international
International travel and accommodation
Define a method of transportation analysing strengths and weaknesses of a travel plan including type of accommodation arrangements 'internet facilities, food and drink services*. Fill bookings forms, and measure price plans, methods of payment
- Step 1: The Pre-Trip Discussion
Questions should be asked:
Flight:
When does he/she prefer to fly? Mornings? Early Afternoon? The red-eye?
-When does he/she prefer to arrive at a destination?
-Is he/she a member of any frequent flyer programs, special military groups, age groups, etc. that could alter the prices or arrangements of the flight?
-Do they have an overall preference for any particular airline?
-Do they only want direct flights or do they mind layovers? Are there any airports they prefer to have a layover in (or ones they would rather avoid?)
-Do they have a preference as to modes of transportation? Meaning, would they rather travel in a commercial plane or a private plane? Also, once at their destination, do they prefer to ride in cabs, town cars, limos or rent their own car?
-Where do they like to sit on planes? Aisle, middle or window? First-class, business-class or economy?
-Do they have any requests for food preferences or allergies? Airlines today cater their meals to Kosher, Vegetarian, Vegan, Non-Dairy, etc.
-How much are they willing to pay/ how many frequent flyer miles are they willing to use to cater to all these preferences?
Hotel:
Is he/she a member of any frequent guest programs, special military groups, age groups, etc. that could alter the prices or arrangements of the booking?
-Do they have an overall preference for any particular hotel?
-Do they request any specific amenities at the hotel? For example, do they need wireless access? A gym or pool? A restaurant or Continental breakfast?
-Do they have a preference as to modes of transportation? Once at their destination, do they prefer to ride in cabs, town cars, limos or rent their own car?
-Where do they like to stay within a hotel? Smoking or non-smoking room? On the first floor or the penthouse?
-How much are they willing to pay/ how many hotel program points are they willing to use to cater to all these preferences?
- Step 2: Booking the Flight
Analyse what I know about the dates.
Take into account the departure and arrival locations
Search for flights
Book the flight, call the airline
- Step 3: Arranging the Hotel and Transportation
Take into account the purpose of the trip
Arrange transportation---cab/taxi, renting a car
-The Final Step: Go Over the Details with the person who travelling
Be sure every detail is printed off easily for your boss to read and take with him on the trip. Include:
-Airline: Carrier, terminal, gate, seat number, etc.
-Transportation: Any useful numbers, names, companies, etc.
Let my boss know he can call me anytime during his travels to help with whatever details he needs. Just because he isn’t in the office, you still the support system, and should consider myself the ultimate personal travel agent.
3. Explain the purpose of keeping records of travel / accommodation arrangements in a business environment.
The business is well organised, when keeping travel or accommodation arrangements records with number of various bookings saved and available for information retrieval. When types of travel and accommodation bookings are recorded for staff members including expenditure for tickets, mileage, rooms, food etc, discount rates and refunds, you receive, supply and analyse people feedbacks about the service.
Section 7 – Understand diary management procedures
1. Briefly explain the purpose of using a diary system to plan activities at work. Give at least two reasons.
Employees usually have a lot of tasks and activities to complete on a daily basis. So using a diary system to plan activities at work helps keeping record of scheduled meetings and appointments.
It also helps minimising the possibility of confusion and error.
2. Identify the information needed to maintain a diary system in the workplace.
Information such as time, duration, date, venue, attendees, chair, visitors are required to make diary entries.
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?
External customers:
They are called 'external customers' because they come from outside the business you work for. They bring in all the revenue that keeps such companies afloat.
Internal customers:
These are the people that work within your organisation, maybe directly with you or in another department.They may also include people in other organisations that work with your organisation to provide your products or services.
2. Explain why customer service should meet or exceed customer expectations. Include at least three reasons in your answer.
If the customer service meet customer expectation than the customer more likely recommended the company to friends which makes higher sales. If the sales growing, than it creates a more secure job to employees and the organisation can growth.
3. Explain the importance of building positive relationships with customers. Outline two ways in which this can be achieved.
Customers are the most important people for any organisation.
They are the resource upon which the success of the business depends. Good customer relationship can be achieved in ways such as:
Respect – both parties respect one another Communication – both parties keep communication channels open.
4. How do customers demonstrate their own needs and expectations?
Customers have expectations of all the companies with which they transact business. These expectations may be predominantly unspoken but, all the same, they have a strong influence on how the company, its employees, products, and services are perceived. Types of feedback include informal feedback, focus groups, feedback forms and customer surveys, customer research and customer complaints. Section 9 – Understand the purpose of reception services and how to follow reception procedures
1. What is the purpose of the receptionist role as the first point of contact in a business environment?
For many companies, the receptionist is often the first point of contact any incoming customer or caller has with that
company.
It is often the receptionist's role to ensure that all of these callers and customers are taken care of and that a good business image is given to the public. If a customer is treated poorly by the front-desk staff, it is likely that they will have a negative image of that company and may not return.
2. Describe how a receptionist can present a positive image of themselves and the organisation and explain why this is important.
It is very important to present a positive image of myself and organisation, because the first impressions can have a lasting impact on how we are perceived.
The first thing I can do in order to represent the organisation in a positive way is to be professional. The public will expect to see me dressed in a certain way; for example, if the organisation has a uniform I will need to be wearing it correctly at all times when representing the organisation in public. I will need to follow procedures on addressing people, distributing information, answering the telephone, etc.
3. In relation to your own organisation (or one that you are familiar with), explain what must be done when carrying out entry, departure, security and confidentiality procedures in a reception area.
Upon your ARRIVAL at the entrance gate
Please make yourself known to the site security staff. You will need to produce proof of identification (e.g. passport, identity card for a French visitor) to gain access. Visitors must have a registered visit prior to their arrival and must have completed their site access procedures.
A site badge will be prepared and you will receive an envelope containing your Guesthouse key out with the Guesthouse Reception opening hours (Reception opening hours: Monday to Friday: 07h00 - 20h00, week-end and public holidays: 07h00 - 12h00). Your site entrance badge is also used for the payment of meals at the ILL/ESRF common restaurant.
If you wish to have access to the library outside working hours, please request this when the guardian prepares your site badge.
If you plan to arrive at the weekend or outside normal working hours (working hours: Monday to Friday, 08h00 to 17h00) please pay particular attention to these details, since administrative staff will not be available at these times to help sort out difficulties.
On DEPARTURE
Please return your key to the Guesthouse, and your badges to the site security staff at the gate.
Confidentality
All content and material posted on this site by *****company name**** and users, including all ideas, plans, drawings, packaging, design, artwork, logos, specifications, recipes, processes, formulas, know how, marketing knowledge or models or any other document or information discussed, shall be confidential information (“Confidential Information”) and, as set out in the section headed "Usage of comments", all content and material posted on this site by users shall be licensed exclusively to ******company name******* and all content and material posted on this site by *****company name**** shall be the property of *****company name****.
Users shall maintain all Confidential Information and not disclose or communicate the Confidential Information to any person without the prior written consent of *****company name****. In particular users shall not disclose or discuss any Confidential Information with any competitors of *****company name**** in the relevant industry sectors.
*****company name**** reserves all rights in its Confidential Information and no rights or obligations other than those expressly recited herein are granted or to be implied.
The obligations of this section shall continue in force, so long as, and to the extent that, users shall have any knowledge or have in their possession or control anything constituting Confidential Information.
Users acknowledge that the unauthorised disclosure or use of the Confidential Information could cause irreparable harm and significant injury that may be difficult to ascertain.
Accordingly, users agree that *****company name**** shall have the right to seek an immediate injunction enjoining any breach of this section in addition to any other remedies to which it may be entitled including money damages.