NVQ: Make And Receive Telephone Calls

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* * Level 2 NVQ Certificate in Business Administration * * Unit - Make and Receive Telephone Calls * * 1.1Describe the different features of a telephone system and how to use them. * * Our telephone system contains everybody’s extension, we can transfer calls through to voicemail if the extension is unavailable and also forward the call onto a different recipient if the person we want is unavailable. * * Our telephone system is really simple it is just a standard telephone linked up to the computer if you type on the telephone the caller’s number/ID comes up on the computer screen. The calls can also be recorded and monitored by others. * | * 1.2 Why should you identify the reason for a call before…show more content…
* * The purpose of portraying a positive image not only for yourself but for your organisation is so that the clients feel confident that they are dealing with a polite, confident and professional company. * | * 1.6 Explain the purpose of summarising the outcomes of a telephone conversation before ending the call. * * The purpose of summarising a call before it ends is that you can double check that the informantion you have taken down is correct and the person on the other end of the line is then aware that you have been paying attention and that you have a clear understanding of everything that has been said throughout the conversation. * | * 1.7 Describe how to identify problems when making calls and who to refer them to. * * Identifying a problem whilst making/receiving calls can be anything from not knowing who to forward a call to, not knowing who is dealing with the case for a client. It can also be really challenging when having a foreign client who speaks very little English (language barriers) also they may have very poor signal meaning that is it hard to understand them and the conversation is patchy. *…show more content…
* * You do not want to give potential new clients wrong information and details resulting in them not choosing our firm. Furthermore you do not want to give wrong information to clients who are also using our company as they would think we didn’t know what we are doing. *

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