N2CPCS5-1
Table of Contents
Case Study
Stacey starts her first day at work and is to be the first response for phone calls.
It is a relaxed business with a lot of young people in it but she is clearly told the first impression people have of their company will be the response she gives when they call.
Stacey is excited and straight away gets herself ready for the calls to come in. She has a note pad and a pen to hand for any messages.
The phone rings and she answers it politely with a “Good morning you are speaking to Stacey”.
The caller wants to speak to a colleague who is not yet in the office so Stacey informs the caller quite correctly of the situation and asks if she can get her colleague to call back.
The caller is happy about that so Stacey asks for their name; she cannot quite understand the caller’s name so leaves that part of the message blank. She also asks for the number and jots that down. She then says to the caller, “I will pass the number on as soon as I can. Goodbye and thank you for your call.” She adds the date and time of call to the note and waits for her colleague to arrive.
- How helpful is the message going to be?
- How could she have made note of the name when she could not clearly understand what the caller had said?
- How much help to her colleague is a call back when she does not know what the call was in reference too?
- How could Stacey improve her skills?
It is rare that there is just one way to respond to a scenario or situation, so do not consider that the response you have chosen to this scenario will be judged as right or wrong. Share your scenario with a work colleague and ask them to tell you if they think you have responded appropriately. Ask them to challenge your response if necessary. You do not need to submit this task for assessment unless asked to do so by your tutor.