Make and receive telephone calls
URN: PPL1FOH4
Business Sectors (Suites): Hospitality - Housekeeping and Front of House Reception
Developed by: People 1st
Approved on:
2022
Overview
This standard is about using the telephone. It is for anyone in the organisation that regularly uses the telephone such as a receptionist or telephonist. This may be the initial contact a customer has with the establishment therefore it is important that receiving, making or transferring calls is carried out professionally and efficiently. Each organisation will have their own set of standards for doing this task but this standard looks at the minimum requirements necessary.
When you have completed this standard you will be able to demonstrate your understanding of and ability to:
- Make and receive telephone calls
Performance criteria
You must be able to:
1. Identify the purpose of the call before making it
2. Obtain the name and numbers of the person to be contacted
3. Make contact with the person required
4. Communicate information to achieve the purpose of the call
5. Summarise the outcomes of the conversation before ending the call
6. Report telephone system faults to the appropriate colleague
7. Project a positive image of self and the organisation, when on the telephone, at all times
8. Answer the telephone according to organisational procedures
9. Identify the caller, where they are calling from and what they need
10. Provide accurate and up-to-date information to callers while protecting confidentiality and security
11. Take and pass on messages according to caller's needs
12. Deal with problems in handling calls, referring to the appropriate person where necessary
13. Transfer calls promptly, when appropriate
14. Explain when a call cannot be transferred, the reason why and agree appropriate action with the caller
15. Check regularly to see if the caller wants to continue to hold if unable to connect to the required extension, in line with organisational procedures
Knowledge and Understanding
You need to know and understand:
1. The different features of telephone systems and how to use them
2. Organisation structures and communication channels within an organisation
3. How to follow organisational procedures when making and receiving calls
4. The purpose of projecting a positive image of self and the organisation
5. The purpose and value of confidentiality and security when dealing with callers
6. The types of information that could affect confidentiality and security and how to handle these
7. The purpose of summarising outcomes of a telephone conversation before ending the call
8. How to identify problems and who to refer them to
9. How to report telephone system faults
10. The reasons for identifying the purpose of a call before making it
11. The different methods that can be used to obtain the names and numbers of people that need to be contacted
12. How to use telephone systems to make contact with people inside and outside the organisation
13. How to identify the caller and their needs
14. The purpose of giving accurate and up-to-date information to callers
15. The information to be given when transferring calls, taking or leaving messages
16. How to identify the appropriate person to whom a call is transferred
Scope/range
Scope Performance
Scope Knowledge
Values
Behaviours
Skills
Glossary
Links To Other NOS
External Links
Version Number
3
Indicative Review Date
2027
Validity
Current
Status
Original
Originating Organisation
People 1st International Ltd
Original URN
PPL1FOH4
Relevant Occupations
Receptionist
SOC Code
4216
Keywords
make, receive, telephone calls