(a). As a receptionist of a Manufacturing company, outline any five actions you would take to handle a telephone call from a customer
(b). The clerk at Toppy Tee has been directed to file a new customer’s letter. Meanwhile, there is no file in the cabinet that is relevant to the subject matter of the letter.
Outline five actions the office clerk would take in filling the letter.
Explanation
(a). - Be polite: Have a standard greeting and use it each time you pick up the phone.
- Stay organized: Take detailed notes. Pay attention to what time calls came in and write down caller ID. Have the company directory at your fingertips for last transfer.
- Listen carefully; Practice active lsitening. Focus on what the caller is saying and quickly determine where to transfer them to best serve their needs.
- Communicate effectively: Don't mumble, speak too quickly, or sound forlorn. Do not enunciate properly, speak at a conformtable pace,and assist callers with energy and enthusiasm.
- Verify: Take a moment to repeat the caller's number back to him and make sure it's correct. If you are unsure how to spell a caller's name, ask her. confirm the most important details of the call before passing the message along to its intended recipient
- Ask the caller's permission: Before placing someone on hold, ask the caller if it's ok.
- Say thank you: If the caller says they will hold, say than you.
(b) - Receiving the document; If it is a letter or document that came through the mail, record it in the mail received register and write the date received or date stamp it.
- Action: Forward the letter to the person that has to deal with it.
- Follow up: Check that the letter has been dealt with
- Collecting the lettter; All letters and two copies of the replies must be collected in a filing tray
- Filing: Choose a regular time to file