Make and Receive Telephone Calls
This unit is about making and receiving telephone calls and transferring calls, when necessary, in a business environment.
1- Understand how to make telephone calls.
1.1 Describe the different features of telephone systems and how to use them.
Telephone systems have many different features this allows us to handle and manage calls in a professional manner.
• Call holding- places a caller on hold so you can perform another task. This could be to locate paperwork, find client/customer details, retrieve information from another member of staff or contact another colleague to divert the call along to.
• Call waiting- lets you know when there is a caller waiting on another line and wishes to speak to you.
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Whenever you make a call you are your companies representative so it is always important to be as polite and as helpful as possible as this may in turn create more custom for your business.
1.6 Explain the purpose of summarising the outcomes of a telephone conversation before ending the call.
Summarising is important so both parties involved are sure of the information that has been exchanged, it also ensures all questions are answered fully. For example during a long conversation about several different products your company produces you say “£5 per unit” but the caller thinks you said “5 units per £” so summarising will prevent misunderstanding and incorrect information being relayed in a different company. Also if the conversation was long some finer details may have been missed simply due to the large amount of information discussed. Some companies have a policy were a courtesy email is sent to the caller in which all the information from the call has been summarised and additional information can be added.
1.7 Describe how to identify problems and who to refer them to.
When a call comes into the office always take a name (full if possible and preferably) and the company they are calling from, try and obtain from the caller either what the problem is exactly or from which department the problem arisen from and if they know who within the department they spoke to. Pass message along to department or relevant staff and see what information can be found to
1. Complete the table below with descriptions of at least two different features of a telephone system and how / when they would be used.
1. Complete the table below with descriptions of at least two different features of a telephone system and how / when they would be used.
1. Complete the table below with descriptions of at least two different features of a telephone system and how / when they would be used.
Telephone – A telephone maintains a few different features rather than just receiving and making calls. At work the phones that we use are often different to
Taking appropriate action could include: repeating the message; getting individuals to repeat the message; using alternative forms of communication; seeking and acquiring additional help from key people and/or others within and
You need to be knowledgeable and efficient and show the company in a good light. A good call could be the difference between keeping that customers business or losing it. You should use each call, whether making or receiving as an opportunity to offer great customer service.
Any employee who will be using the telephone must be able to conduct themselves in a professional, courteous manner. Be sure to take messages correctly. Please insure that you have only the necessary information and that the message is legible.
1. Complete the table below with descriptions of at least two different features of a telephone system and how / when they would be used.
Internal summaries and Foreshadowing help the receiver to follow up the point which they are in the message;
| Inform her that you are currently dealing with a customer and that you would be with them momentarily. In the meantime you call an available associate to assist her.
Unified Communications has progressed toward becoming fairly a popular expression, yet we jump at the chance to allude to it as meeting, or union. Incorporating your office telephone framework with your PC condition is the ideal approach to enhance your business and streamline forms.
However, all these requirements cannot be satisfied simultaneously, and therefore, tradeoffs between all of them are carried out. From the users perspective, the termination of an ongoing call is more annoying than the blocking of a new call [18]-[19],[77]-[78]. Consequently, the handoff blocking and the forced termination probabilities ought to be minimized. To achieve these requirements several handoff prioritizing schemes have been
| * Card phones * Activated by a pre-programmed card for the holder making calls lasting a specific number of minutes * Paging and voice mail services * Allowed subscribers to receive and leave messages for other subscribers * New telecom infrastructure using radio transmission between outstations and central platform * Central platform routed calls to TTCL, which would direct calls to local, long-distance and international. TTCL levy a charge for directing each call
time in which it took to answer the calls and also the levels of call
It's a great way to put the mind at ease. This community based app lets users give out information on the numbers so others have the information they need about answering phone calls, or texts. This is also a perfect app for those who have a hard time saying no to telemarketers. Instead of being stuck on the phone, know how it is ahead of time and just don't