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Explain How Different Business And Organisations Are Of Course Going To Have Different Standards And Procedures

649 Words3 Pages

1.2 Different businesses and organisations are of course going to have different standards and procedures for communicating on the telephone. For the specific business which I work for we have to answer calls within a ‘three rings’ time scales or at least try to the best of our ability. We of course have a duty of care to help both of our internal and external customers. When we answer the phone it is company policy to state your name, your department followed by a polite opening phrase. For example – ‘‘Good Morning/Afternoon, You are through to Katie Fifield from Basildon Council’s planning department. How may I help you today?.’’ This is standard procedure and reflects positively on both you and your business. If you are making a call, you …show more content…

Always listen to the message/s thoroughly and ensure that you do not delete them until you are adamant that the matter has been dealt with appropriately and effectively. Ensure that you have voicemail set up correctly so that if someone is unable to get through to you for example when you are not available you should have it set up so it tells the person something along the lines of ‘‘Hello…You have reached the voicemail service for Katie Fifield, if your matter is urgent …Please call the planning department on 0900 456 9000 or alternatively please leave an email at Katie.Fifield@basildon.gov.uk or a voice message and I will endeavour to get back to you as soon as possible’’. Always ensure that when the business is closed that the voicemail system is set up correctly, meaning you can follow their query when you are next available and when the businesses opening hours are. As an alternative, if you are at work, however out of office, you can always set your call to be forwarded on to an alternative colleague from your department who will be able to help on your behalf, of course you must always check this with them

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