Ladies and gentlemen,
Let me first congratulate you and welcome you tot he
company. We are indeed happy to have you here with us. JJ Sdn Bhd has been
around for many years and we pride ourselves in excellent customer service.
So, as Head of Customer Service, let me give you a few pointers on what we
must and mustn't do when dealing with our customers, especially over the
When the telephone rings, we must by all means try and pick it up by the
third ring. Do not allow the phone to ring for too long or customers would
think we are too busy or not interested in them. As soon as you pick it up,
inform the caller who you are and mention the company's name. Ask for the
caller's name and his or her intentions for calling. Please note down this
information. We are after all human and we tend to forget things, so it's
pertinent to take down the information or message on a piece of paper. If,
however, you are unable to take a call and you are required to call back,
then return the call promptly. Do not wait for days. In fact, you should
return calls within 24 hours. Most importantly, be polite when talking on
the phone. Even if the caller is demanding or rude, you must keep your cool
at all times.
I think telephone etiquette is nothing new. Of course we are required to
practice this in the office, but I think it also applies in our private
With this, ladies and gentlemen, I thank you for your time and look
forward to working with you in the company.
Your summary must :
* not be more than 60 words,
including the 10 words given below
* be in continuous writing ( not
note form )
* be written in one paragraph
Use your own words as far as
possible without changing its original meaning.
Begin your summary as follows :
To practice god telephone
etiquette, you .....
To practice god telephone etiquette, you must firstly, try
to answer calls before the third ring. Introduce yourself and the company.
Then, ask for the caller's name and intention. You also need to jot down
these important information. Besides that, try to return calls within 24
hours. Most importantly, be polite and remain cool at all times. (
57 words )