By using proper telephone etiquette it will aid you with leaving callers with a favorable impression of you, and the company in general. When answering the phone, you become the face of the company. How you handle the call from start to finish will leave a neutral, good or bad taste in the customer's mouth. If the call leaves a bad taste in the customer's mouth, you may lose his business. For this reason, it is best to make sure each call received is handled with excellence.
* Their contributions help to clarify problems and identify and assess possible situations. * They acknowledge and discuss viewpoints of others constructively. * They give clear, concise and accurate information about decisions made at the meeting promptly to those who need to know. Q2. Describe how to communicate effectively with colleagues.
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- When you put the person on the other end of the line on hold a lot of people do this if they become occupied and need to carry out another task , this could occur because of various different things such as . Looking for a candidates details or information, asking your colleague vital information in relation to something a candidate is asking your or simply because you need to transferring a call. * Call waiting- Makes you aware that someone is trying to get through to you, this will be obvious when your phone flashes red at the
Before you stat any detail discussion, inform the adult that you will have to share the information with you supervisor (if they are not present). If you are in any doubt as to the other adults status, before giving information out, inform them that you will need to consult with your supervisor that you have been authorised to give out the information requested. Also assure the other adult that anything discussed will not be divulged to any person not authorised to know about it, or outside the school setting. One in a suitable place, always listen carefully to what is being said, and be prepared to ask for clarification if needed on a point in the subject matter. At no point make any personal or provocative statements, regardless what the other person has said.
Unit 105 Multiple choice questions Recognise and deal with customer queries, requests and problems 1. Deal with queries and requests from customers in a positive and professional way you would: a) Tell them you don’t have time to deal with them and direct them towards a colleague. b) Smile and remain calm, listen to what your customer is saying, tell them you don’t have enough time to deal with them and that they should seek help from somebody else. c) Smile and remain calm, listen to what your customer is saying, provide adequate time to deal with them effectively. 2.
I act in a positive manner by opening and closing telephone calls professionally and politely and use words and phrases that show the business in a positive way. When telephoning a person I start with “Hi my name is Becci and im ringing from the bond board” I use words like ‘Please’ and ‘Thank you’. 1.6&3.6&4.7: The purpose of summarising the outcomes of a telephone conversation before ending the call is so the caller and the person who answered know what is expected of each other. When giving advice to a client, before the end of a call I recap what I have advised the client to do, such as present to homelessness etc. to ensure the purpose of the call has been
When promoting effective communication you should ensure that you have all the information on how the individual prefers to communicate, and to be very aware of the environment, ensure there are no distractions, for you or the service user. Be sure you have enough time to listen as you do not want to appear to be rushing them as this may seem to them that you are not really interested in what they have to say, and this could affect their relationship with you and if they need to speak to someone they trust about an important issue they will have doubts about coming to you, which could
• Always check who can hear you when verbally handing over confidential information. If information that you have received needs to be passed on you must: • Inform the client why the information needs to be passed on to others, and that it is your responsibility to do so. • If the person in care is not in any danger then what is spoken
Be accurate and specific when giving instructions. * Hearing Loss When meeting a person with a hearing problem always make sure you are facing them and that they can see you clearly. Do not turn your head away when speaking or cover your mouth. Say there name when starting a conversation and speak clearly, slowly and naturally, do not exaggerate your words or shout. If the person is hearing impaired be aware of back ground noise as it can be difficult for them to make out what you are saying.
Observing this principle means keeping information given by or about the individual secure from others. It applies to all forms of information, whether written, recorded or other forms where the individual can be indentified. Within our treatment we may come across relatives, partners or well meaning friends, who want to know what we have said to the client, and may be persistent in the issue. We may have to talk to our supervisor about the ways we are working with a certain client. And in addition the client may tell us themselves, information which we may deem risky to the clients or others lives.