Business and Administration

2. Prepare a brief report advising people on:

  * How to follow organisational procedures when making and 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). [1.2] [1.3]

Businesses are different so their procedures regarding phone calls vary but even so there are a few similarities. When you answer the phone you become a representative of the company and are responsible for the reputation of the organisation. Procedures could include:
  * To answer the phone within a certain number of rings
  * Use a standard greeting to greet the callers
  * Read specific scripts
  * Identify the caller and their needs
In my work place we answer the phone with a standard greeting in which we greet the caller, announce the company name and who is speaking. Then we ask how we can help. If they need to speak to the management we take their name and the reason for the call. We then brief the management on the matter and transfer the call to them. In the case of management not being available we ask if we can take a message.
It is important to take all the relevant details and information to identify the caller’s needs. It is always useful to clarify if not certain and summarise the call. When you are the one making the call you can prepare so that you can ask the right questions to get the information you need or if you need to give information, have it prepared in advance.
It is important for the organisation that you make a positive impression on the phone.
There is a few things that should be followed in order to create a positive impression. For example: you should not use slang words; speak in a moderate speed; always double-check any numbers or important information; summarise the call and thank the person.
Positive experience for the caller...