Business Admin Level 2Watch
'Outline how a caller’s experiences affect their view of an organisation.'
The question seems a little vague. The most likely explanation is that it is asking me how an experience during a phone call with an organisation may affect their overall view of the organisation seen as though this unit is about using a telephone. But it could also mean their experiences in general e.g. background, cultural differences etc.
This question is asking you how the experience of the phone call will affect the caller's view on the organisation, e.g. if the caller has a bad experience, such as the employee seems unhelpful and rude then the caller will view the organisation in a negative way. Below is information from the unit specification to give you a better idea of what to add;
AC1.1: Outline how a caller’s experiences affect their view of an organisation
● Different callers: internal customers, e.g. colleagues, department staff, other departments; external customers, e.g. from different organisations, members of the public; people with individual needs, e.g. those for whom English is not the first language, those with hearing loss; dealing with difficult callers
● Giving the right impression: good telephone manner, e.g. answer promptly, be polite, standard organisational greeting; active listening; use of questioning techniques; advise or arrange what is needed; give the caller confidence that the call will be dealt with; speed of action taken; know who to ask if unsure of information needed
Hope this helps!