Unit 24: Make and Receive Telephone Calls

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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. This is shown by a flashing light, beeping tone or both. • Text messaging- features enable you to send and receive text style messages, alike a mobile phone. 1.2 Give reasons for identifying the purpose of a call before making it. Knowing the purpose of a call before making the call is important as the call will sound professional, be concise and you will obtain all the information you require, it may also be useful to have questions you need answering written down and to have any relevant information to hand. 1.3 Describe different ways of obtaining the names and numbers of people that need to be contacted. • Enquire within the company to see if anyone has dealt with the person before or if they may know of someone who can help. • If a company name is known try searching for number on their website, try calling the company directly to see if anyone can help with your search. • If name is known search online phone book or type straight into a search engine such as Google. • Look on the previews call log that colleagues had done with the customer before. 1.4 Describe how to use a telephone system to make contact with people inside and outside an organisation. Inside call- if you know the internal extension number for the person

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