Q2.

Hello everyone, how are you today?

Today we are here for a training and information session regarding the documentation that
the company uses. I want to make sure that you are familiar with what you document.

You are aware of the impact that your work has on the company’s bottom line, that
improvements to the service you offer customers will have a positive effect on the
company’s productivity and this will help the company achieve the goals as set out in the
Business Plan.

The Company’s Customer service policy explains how you are required to deliver the service
to our customers:

 You are required to demonstrate to the customer at all times respect, courtesy,
patience, attentiveness, consideration and sensitivity that is appropriate to the age,
culture and linguistic background of the individual or group
 listen to what customers have to say and determine the exact nature of the request
 respond to customer enquiries promptly and efficiently in a timely manner
 act with integrity and honesty when dealing with customers
 make every effort to see customers with appointments on time and advise if delayed
 Assist with further enquiries. A contact name, telephone number and an address is
to be included in all written correspondence.
 if unavailable or away from the office, return email messages promptly upon
returning
 If away from the office for two or more days an “out of office” message is to be left
on outlook and the telephone.
 provide the customer with advice and other information that is accurate, clear,
concise, reliable and in plain language
 take appropriate action and respond in accordance with organisational policies and
procedures with minimal inconvenience to the customer
 adopt fair, lawful and appropriate procedures when making decisions, carrying out
activities and performing services
 be sensitive to any language or other communication difficulties experienced by
customers when providing advice and other information
 be sensitive to any customers with disabilities when providing advice and other
information
 Present a positive image of E-OfficeWorx to the public.
Now, before we wrap up this session, should you have any questions? Please feel free to
ask.

Thank you all for your participation, I hope this session was useful for you.