Business Services

Case study

Print out the following worksheet. Research the answers to the questions by either visiting a business or while on work placement.

Name of Business
Location of Business
Type of Business
Name of Person Interviewed
Position Held
When was the business established
Number of Employees

Who are the clients of this business?
List the most common forms of communication with these clients.
What is the standard way of answering the telephone here?
Before transferring a telephone call, what questions are generally asked of the caller?
Is it standard practice to inform colleagues of the name of the caller and/or the reason for the call?
If so, why?
Does the receptionist keep a log of incoming calls?
If yes, what information is recorded in this log?
What type of information should the receptionist know about the business in order to handle telephone enquiries?
What are most telephone enquiries about?
What information is not allowed to be given out over the telephone?
How does the receptionist handle an irate customer?
What procedures are followed if a person is not available to answer a telephone call?
What is expected of employees when greeting a client in person?
What technical jargon is used by this business?
How do employees show sensitivity to the needs of the clients?
Describe the specific training given to employees regarding handling client enquiries.