Essay on Unit 107 Phone Calls

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UNIT 107 – MAKE AND RECEIVE PHONECALLS

0.1.1: There are many different features to a phone system. A few being, hands free, hold, redial and being able to swap between 2 calls. Most of these features are used by just pressing a button on the handset.

0.1.2: the reason for identifying the purpose of a call, before making it is so you know what information you need to get or give. Also so you know what the out come of the call needs to be, for example you need to have paid/cancelled/booked or have some sort of information relating to the subject you called for. Knowing why you are calling before you call is important so you can have any information you may need to give at the ready, any history of the customer/company you are calling.

0.1.3: There is a few different ways you can get peoples/companies names and numbers. Using the internet is a main source, asking others within your work place may also give you the information you need. Within most companies there is some sort of list of regular suppliers/companies that they use, so refer to this if it is possible.

0.1.4: You dial a number ( discuss with Amy on next Visit) as we just transfer calls from phones within the office (4 phones) and do not have an external system we can just call out.

0.1.5: it is important to show that you and the company your working for are organised because customers like the reassurance of nothing going wrong because its being dealt with in an organised and structured manner. Also it is good for your employer to see that you can handle what occurs within your job role in a manner that mistakes will not be made.

0.1.6: It is important to summarise calls, so that any information passed across in the call is double checked and any mistakes can be noticed and sorted. When booking someone in for a driving lesson, with a date, time and instructor it is easy for someone to miss hear information so double checking this is important.

0.1.7: To identify a problem you need to ask relevant questions and gather as much information as possible. Most issues are dealt with by the person taking the complaint, if they need refering it will go up through the company to who we see fit to deal with the problem.

0.1.8: An organisation structure, is when you have a set pattern for your day for example when you come in to work to start your day you check your emails and reply to them, then you follow up any missed calls or messages that have been left for you. If everyone has a set Structure to organising there day, others within the company will find it easier to work as well. Communication channels is passing information up and down between hierarchy for example –
EMPLOYEE-SUPERVISOR-MANAGER - MANAGER-SUPERVISOR-EMPLOYEE

0.1.9: To follow procedures when making calls you need to answer the phone with the correct introduction, for example I answer the phone using “Hello Benson School of Motoring, how can I help? “ This is what we generally use when answering/making calls. We always make sure we have the information we may need for the call to hand if possible. Make sure you re-cap summarise the call before ending it.

0.10: To report a fault within the phone system you need to know when it started, what is happening for example the calls keep cutting off, or the phone is not ringing. If you have tried to resolve it, by turning the system off and on or resetting it. If no luck, let your supervisor/manager know and contact the relevant supplier to arrange for it to be fixed.

UNDERSTAND HOW TO RECIEVE AND TRANSFER TELEPHONE CALLS.

0.2.1: To identify a caller and their needs you need to answer the phone using company procedures, followed by a question I always use “how can I help”. You need to gather as much information from the customer as possible, including there name and if there a new customer looking to book or if they have had a problem with a booking they already have make sure you summarise the call, this will make sure you have any
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