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Telephone Calls and Customer Care Relations

Office Assistance · Level 4  ·  9 Chapters

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Chapters

1
Maintain Office Etiquette
7 topics
No Notes Yet
2
Handle Telephone Calls
58 topics
No Notes Yet
3
Maintain Office Reception Area
5 topics
No Notes Yet
4
Maintain Call Register
23 topics
No Notes Yet
5
Handle Organization Visitors
12 topics
No Notes Yet
6
Maintain Communication Equipment
34 topics
No Notes Yet
7
Maintain Official Diary
9 topics
No Notes Yet
8
Handle Official Appointments
7 topics
No Notes Yet
9
Maintain Client Records
8 topics
No Notes Yet
What Telephone Calls and Customer Care Relations covers: 54 main topics in 9 chapters

1. Maintain Office Etiquette

  1. 1.1 Demonstrate professional
  2. 1.2 Manage time effectively
  3. 1.3 Exercise teamwork
  4. 1.4 Handle conflicts
  5. 1.5 Apply office technology
  6. 1.6 Update self-orientation

2. Handle Telephone Calls

  1. 2.1 Answering incoming calls
  2. 2.2 Incoming calls assessment
  3. 2.3 Making Outgoing calls
  4. 2.4 Recording telephone message
  5. 2.5 Call options actions

3. Maintain Office Reception Area

  1. 3.1 Organize reception area
  2. 3.2 Landscape reception area
  3. 3.4 Maintain signage
  4. 3.5 Maintain reception equipment

4. Maintain Call Register

  1. 4.1 Caller details recording
  2. 4.2 Recording calls action
  3. 4.3 Confidentiality of information in call register preservation
  4. 4.4 Mechanisms of Caller Register Access

5. Handle Organization Visitors

  1. 5.1 Receive visitors
  2. 5.2 Identify and record visitors’
  3. 5.3 Attend to visitors’ needs
  4. 5.4 Receive visitors’ enquiries
  5. 5.5 Analyze visitors’ enquiries
  6. 5.6 Act on visitors’ enquiries
  7. 5.7 Provide entertainment resources
  8. 5.8 Maintain entertainment resources
  9. 5.9 Upgrade entertainment resources
  10. 5.10 Maintain reference materials
  11. 5.11 Record visitors’ feedback

6. Maintain Communication Equipment

  1. 6.1 Communication Equipment
  2. 6.2 Communication Equipment Uses
  3. 6.3 Cleaning communication equipment
  4. 6.4 Safe storage of communication equipment

7. Maintain Official Diary

  1. 7.1 Acquire official diary
  2. 7.2 Receive diary information
  3. 7.3 Record diary information
  4. 7.4 Seek approval for diary
  5. 7.5 Update diary information
  6. 7.6 Harmonize diary information
  7. 7.7 Schedule diary information
  8. 7.8 Safeguard official diary

8. Handle Official Appointments

  1. 8.1 Identify official appointments
  2. 8.2 Record official appointments
  3. 8.3 Seek approval for
  4. 8.4 Confirm appointments
  5. 8.5 Book appointments
  6. 8.6 Send appointment reminders

9. Maintain Client Records

  1. 9.1 Create clients’ register
  2. 9.2 Record clients’ details
  3. 9.3 Create clients’ databank
  4. 9.4 Update clients’ records
  5. 9.5 Maintain clients’ records
  6. 9.6 Safeguard clients’ records

Revise this unit

Exam-style questions Written to CDACC standard, with answers Test yourself Multiple-choice, one at a time Practise questions Quick recall — check you know the facts
3 more for this unit
Oral exam preparation What the assessor asks, and how to answer out loud Worked calculations Step-by-step maths with the common mistakes Quick cards Myth busters, skill tips and scenarios

Beyond the syllabus

Decision simulator On site, what would you do? Workplace scenarios Real site situations — what would you do? Turn this into income Where this skill earns — what to charge, how to find clients

Other units in Module I