A Secretary often has to make the necessary travel arrangements for her boss in case he is to be away from the office for a day or more.
Travel arrangements need to be carefully planned and have to be thought through from the start to the finish.

Plan and decide properly , then arrange book tickets, reserve hotels , from airport , rent a car.
Check list for travel arrangements

1.Travel reservations
2.Purchasing travel tickets
3.Hotel reservations.
4.Arranging air port transportation.
5.Organising car rental
6.Organising meetings
7.Booking conference facilities
8.Scheduling appointments
9.Passport and Visa requirements ? check with travel agency or embassy
10.Relevant telephone numbers
11.Preparing travel folder
12.Preparing documents, sales literature , and speeches
13.Organising laptop computer if necessary.
14.Organising / checking travel insurance
15.Medical requirements, for example health certificate, inoculation, and medication
16.Purchase/ arranging gifts.
17.Travel expenses, allowance
18.Exchange money, arrange travelers cheque
19.Special requirements
20.Typing trip itinery
It will be very helpful to use the internet and email for travel ? and accommodation , arrangements and country information.

Prepared for : Mr. Joseph
Date Prepared : 6/9/2006
Travel Agent : Al Eithihad
Tel / fax/ e-mail : 02-4444
Date of travelling : 16/9/2006
Reference number : 12345
Travel requirements : Documents, Passport , Visa
Airline preffered,insert 3 choice : BA, GA, Emirates.
Smoking/Non- smoking : Non Smoking
Window/ Aisle Seat :
Meal Requirement: Non ? Veg/ Veg/ Beverages
Class of Travel : Business Class/ 1st class or 2nd ClassFrequent flyer or club number :
Contact Name : Booking

Hotel Reservation
Prepared for : Mr. Bean
Date Prepared : 6/9/2006
Hotel : Sheraton
Tel / Fax/ Email :
Type of Room : Single Room, Double Room,
Date of Arrival : 16/09/2006
Conference room facilities :
Special Requirements : Laptop ;
Fax; Car Rental;
Type of Food : Veg/ Non Veg/ Beverages
Duration of Stay:
Date of Arrival
Date of Departure
Contact No :
Air Port Pick Up : Yes
Smoking / Non Smoking :
Booking Meeting Rooms

Definition: An itinery is a detailed plan for a journey showing the dates and times of each stage of the journey. It has to be carefully timed.

When all reservations have been confirmed, the itinery can be typed in its final form. All relevant information should be clearly set out in preparation for the visit. The itinery should be typed in columns.

_ ________

8 September 1100 hrs Depart Dubai- Flight 107 BA
Check in at 9.00 hrs
1500 hrs Arrive London Heathrow- Terminal 2

Monday 0910 hrs Depart London(Euston Station)
9 September 1150hrs Arrive Manchester
1230hrs Lunch at Star Hotel with Mr. D.Cox
1400 hrs Conference in Jupiter Room, Star Hotel

Tuesday 0900 hrs Depart Manchester
10 September 1100hrs Arrive Glasgow(Central Station)
1230 hrs Lunch at Highlands Hotel
1500hrs Conference at Highlands Hotel
2000hrs Dinner at Grant?s Restaurant, Argyll
Street with Glasgow Merchants Association.
Overnight at Highlands Hotel
(Tel 0412 36887)
11 September 0950 hrs Depart Glasgow Central Station
1040 hrs Arrive Edinburgh
1130 hrs All-day meeting with East of Scotland Agents at Royal Stuart Hotel.

Overnight at Royal Stuart Hotel(Tel.031 332 5789)

Thrusday 1045hrs Depart Edinburgh Airport
12 September Check-in-time 0945hrs

1140 hrs Arrive London Heathrow- Terminal 1
1400hrs Depart London Heathrow- Terminal 2
2345hrs Arrive Dubai

India time : 5.30 P.M
U.A.E : 4.00 P.M
New York : 7.00 A.M
Tokyo : 9.00 P.M
London : 12.00 A.M.
GMT : 12.00 A.M
Paris : 1.00 P.M
Cairo : 2 P.M

Memorandums or memos.

Memos are written messages or communications between people within an organization. They are normally typed on sheets of paper containing only the logo of the company and not on a letterhead. A memo could be of different sizes of paper- A4, A5 depending on the length of the matter to be sent.

The layout of a memo varies considerably from organization to organization; however , this will present no problem once the basic form and purpose of memos is understood;


To : Miss. G. Whitehouse
Ref : PA/ AD/E12
From : Mr. P. Allen
Date : 8 August ,2005


This refers to the discussion we had last Wednesday when you informed me that you would let me have a copy of the new catalogues latest by today. As the stocks of catalogues have almost been exhausted, you are requested to treat this matter on an urgent basis.

I have been unable to contact you over the phone, as you have been on outside business most of this month. Please get in touch when you are next in the office and let me know the position.

P. Allen


Call for : Mrs. Mary Magdalene
Date : 22/8/2000
Caller : Mr.Michael
Time : 8.00 P.M
Of : Swizertland
Tel.No :000000

Message : Madam , I request you to have some goods being dispatched to me at the earliest; for the stocks in the company is almost in minimum ; So let me have your kind co-operation regarding this urgent matter.

I kindly request you to take a note of my telephone message and do me the necessary favour as the first preference. Let me kindly have the reply back regarding this matter on this number 000000 for my satisfaction within 24 hours.

Call taken by : Baby Dingo.


In caser you need to order any goods the purchase order will have to be signed by an authorized person for example from the Purchasing or Accounts department. The orders are numbered and dated. Copies are usually sent to the Purchasing and Accounts departments.

Example Purchase Order.
TEL. 02-999999

TO : Alfalaha Plaza No: 789
Abu Dhabi
Fax No: 2244545 Date : 6/9/2006

Please Supply & Deliver Serial No Item Cost Per Item Quantity Total Cost
1.4567 Pens 1.00 10 10.00
2.345 A4 Size Sheets 20.00 5 100.00
3. 456 Long Book 5.00 10 50.00
4. 678 Markers 3.00 10 30.00

Total 190.00

P.O Raised By : Sandra
(If the P.O. is not clear please call us on 02-999999


An invoice is a bill informing the customer of the goods supplied or services rendered. It would normally contain details of the items purchased, the unit and total prices and any other terms and conditions of the order for example terms of payment, discount etc.

A.S.I Trading
P.O . Box
Abu Dhabi
Tel. No. 09999
Fax .No:0000



Fathima Stores
Your Order No : ASI 25
Date : 6/9/2006
Abu Dhabi
Invoice No: B832

Quantity Item Unit price
Dhs Total Price
10 Rice 5.00 50.00
10 Sagum Mobile 400.00 4000.00
10 Pipe fittings 50.00 500.00
TOTAL Terms 2 ? % one month Registered inU.A.E No.12345

Debit and Credit Notes are sent after the invoice. A Debit note? indicates to the customer that he was undercharged on the invoice. A credit note indicates to the customer that he was overcharged on the invoice and owes the supplier less than was stated on the invoice. A credit note would also be sent for packing cases returned, good returned as damaged, or not as ordered.

The following is an example of a credit note

P.O BOX 000

DATE: 16/AUG/2000
P.O.BOX:22222 ABU DHABI NO: 2345

Reason for Credit Quantityand Description Unit Cost
(DHS) Amount
Goods Returned 3.No. Genesis Practice 100.00 300.00
Total Amount 300.00


A statement is sent to a customer at the end of each month by most firms, and shows how much he has paid to the supplier during the month, how much he has bought and any credit or debit due to him.



P.O.BOX 999



6 AUG BALANCE 987.50
8 AUG 2345 ADAMS BOOKS 350
9 AUG 2345 ABELS BOOK 200
16 AUG BALANCE 537.50


It is important that all items of stationery are available as required. In a small firm the secretary may be responsible for issuing stationery. To make sure that you have enough stationery items you should keep a minimum stock. A maximum stock level should also be maintained. Once the stocks are less you will have to re-order them. Ordering of stationery is perhaps once a month or once a week.
Stock Requisitions.

Another strict rule is that stationery is issued only against a written requisition. This is usually a pre-printed form on which is written the description, any reference number and quantity of the item wanted and by whom. It should be dated and signed by a responsible person such as the head of a department.

Stationery requisition
From:__Flat .No.30 Meditation centre
Quantity Description
1.No Eves Mystery
1.No Genesis History
1.No Peoples Freedom

Dated: 16/8/2000

Head of the Department.

Stock Cards

The stationery stock card shows the minimum amount below which the stock should not fall, and the maximum amount likely to be required. Maximum/minimum levels enable the secretary or clerk in change of stationery stock to see at a glance from the stock card whether issues to certain items are increasing and to whom. Stock cards also enable the reordering to be done well before stock falls too low.

Stock cards has the date, the quantity received, the invoice number and the name of the supplier, the date, quantity issued, requisition number and the name of department for issues out. A running balance should be kept so that it is easy to see the amount in stock at all times.



1/8 30
2/8 10 401 ACCT 20
3/8 5 477 SALES 15


A petty cash voucher is usually pre-printed and numbered. On it is written what the cash is required for, the date and the amount that is required. A voucher is used whenever a payment has to be made or an item purchased from petty cash money the voucher is completed signed by the person requiring the money, and countersigned by a senior member of staff empowered to authorize the expenditure. Sometimes an item is purchased before the money is obtained from petty cash. In this case the person making the purchase must hand in a receipt spent. Receipts should be obtained wherever possible for all petty cash items. They are attached to the relevant petty cash vouchers, which are filed after being entered in the petty cash book.

Folio of the petty cash voucher refers to the number in the cashbook in which petty cash is entered.


For What Required Amount
PENS 1.00
SIGNATURE___BRYAN___________ PASSED BY_ADAM________________


Normally every company maintains a particular format to keep track of the expenses and also to be aware of the balance amount.

Petty cash Account

Cash Received Cash Paid Analysis
Date Amt Phil Date Detais Vn Amt paid Stationery Postage Travel Office
01/8 100 00 Balance
2/8 cleaning 30 10.00 10.00
3/8 Envelops 31 15.00 15.00
4/8 Biscuits 32 2.00 2.00
5/8 Stamps 33 5.00 5.00
6/8 Fares 34 8.00 8.00
6/8 40.00
7/8 60 00 Balance b/f

Meetings :

Congress Party Association

A meeting of the Congress party will be held at Sheraton Hotel, Abu Dhabi, regarding the party member changes on Saturday16th of September 2006 at 9.00 P.m. The agenda will be circulated later. Kindly inform agenda points by 30th August.

Rani Sen.


The Monthly Management meeting will be held at head office, meeting room 3 on Saturday 16th September 2006 at 9.00 A.M.






The heads of department meeting will be held at Head Office, Board Room, on Saturday 16th September 2000 at 9.00 a.m

Attendees : Arnol Brown (AB)- chairperson
Bob Carter (BC)-
Carl Lewis (CL)-
David Cap (DC)
Fiona Green(FG)
By the end of the meeting we will have:

No Objective Who Time

1Reviewed progress on the actions we agreed at the last meeting AB 15 minutes
2Discussed individual requirements, and produce a department budget for next year All 1 Hour
3Decided which additional personal computer to buy for the department(information on the four proposals received is attached) All 15 minutes
4Reviewed progress on Project X , identified actions needed , who will act, and when. DC 30 minutes.

If any important issues arise between now and the dates of the meeting; please let me know and I will revise the agenda.

Attendance vital:

Objectives: 1- 3 : Everyone
Objectives:4 : AB, BC, DC

Ellen Travis

Signature Chairman


A meeting of the Entertainment Committee of the Congress Party was held at the Sheraton Hotel on August 16th 2006 at 1900hrs.

Mr. Adam Bryan (Chairman)
Mr. Bean Ease ?BE
Mr. Charlie Cap-CC
Mr. David Don ? DD

1.Apologies for Absence

DD informed that Mr. Everest was unable to attend as he was out of the country on business.

2.Minutes of meeting.
The minutes of last meeting, held on 15th June 2006, were read, approved and signed by the chairman.

3.Matters arising from the minutes.
DD reported that the booking for this year?s Annual Dinner Party at the Beach Hotel had been confirmed.

4.Arrangements for the Annual Dinner Party
BE announced that she had made arrangements for the Paul dove Group to play at a fee of Dhs 1200/-. She also mentioned that the printing of tickets was in progress.

5.Any other business
There was no other business

6.Date of next meeting

The date of the next meeting was fixed on 6th January 2007
The chairman declared the meeting closed at 2030 hrs.

(Signature Chairman)


We invite you and Friends to


Saturday 16 September 2006

1900 hrs


The Majestic Hotel , Dubai

Entrance Dhs 120 per person


Faxes are generally less formal than letters, so have a less rigid structure. There is however a preferred structure and content for the intial page of a fax, the cover page. It is essential to provide certain information both for the recipient and in case the fax goes astray due to misdialing.

The following is an example of a cover fax sheet:


To :Mr. Adam
Fax: 02-5515657

From: Soviet Union Date: 6/9/2006

Re : Freedom on Progress Pages: 4

Cc : Michael, Lucifer, Gabriel

Dear Sir We have started our mission regarding the freedom struggle for the nations to be united in peace; As you know this matter very well by now that it was communist nation till date; We request you if this recent process if it continues this way it will never end up in peace matters but violence; So my kind request to take this matter seriously and as the mentioned names above know very well by now how the discussion regarding freedom struggle was a tragedy and not peaceful as compared to the past histories. So I kindly request you to have a meetings at the earliest in Abu Dhabi at Hotel Sheraton on 25th December 2006.

Thanking You

Head of the Department

TEL. NO ? 000000
FAX: 00I00000

Ref : EJ/SM

May 6, 2006


Dear Mr. Adam

Thank you for letter dated May 1st 2006 informing of your request to sell your property in New Delhi.

Property in your state is not selling quickly because of the proposed new motorway. If the price is right, a buyer can usually be found and our Sales Executive will be happy to discuss the selling of your property in more detail.

Mr. Gabriel our Sales Executive will visit you to inspect your property Saturday 16th of August at 8.00 A.M. Please confirm this time with me on telephone number 02-5515657.

Your sincerely

Director of Sales.

A meeting is an exchange of information, ideas, or opinions between two or more people with active roles, in order to achieve specific results.

What are alternatives to meetings
1. Memos 2. Circulars 3. Video Conferencing 4. Telephone Conferncing system.

Role of Secretary:

1. To deal with the preparation of the meeting
2. Responsible for the smooth running of the meeting
3. Prepare and distribute the notice and agenda of the meeting.
4. Take and distribute minutes of the meeting.
5. Deal with action points arising
6. Be aware of level of confidentiality of certain topics.


An agenda is the list of topics that are going to be discussed at the meeting with the person responsible for each topic.

The agenda is used to give meaning to the meeting and keep the meeting on track and completed in a set time frame.

Resources are important for the success of the meetings.
1. The location
2. The room
3. The layout of the room
4. Equipment
5. Data
6. Participant comfort.

1. The location: The location is best determined by considering the location of all the participants. Your goal should be to minimize travel time and costs, as well as inconvience. You also need to bear in mind that the best location is not always adequately equipped to deal with your needs.

2. The room: It is best selected in terms of its layout and size, as well as lighting, ventilation, and accessibility. The number of participants is obviously a consideration when thinking about the size of the room, but you also need to take into account the amount of participation that you expect from each person. For example, do you need extra space so that participants can break into subgroups for part of the meeting.

3. Room Layout : It is really a matter of how you want the meeting to progress. There are three main types of layout used, all giving different impressions to the participants. Cinema Style, where large numbers of people are seated in tiered rows. This gives little room for note taking or paperwork to refer to . However it is good for meetings where large numbers of people are listening to one or more presentations with minimal individual involvement. ?U? or ?V? shape arrangements are good for smallest groups (maximum 20 ) where the focus needs to be at the front for the purposes of visual aids and where more individual participation and discussion is required. Boardroom style layouts, where all participants are seated around a table, are suited to smaller meetings and promote discussion among participants. However visual aids are difficult to use with the configuration.

4. Equipment : It is another resource needed for many meetings. Examples would include flip charts, overhead projectors, video recorder, pens, computers, display materials and so on. You need to carefully consider which is the best way to achieve the meeting?s objectives. If you are going to cover complex information, visual aids often assist participants? understanding.

5. Data : It is clearly one of the most important resources you will need for any meeting. Remember to send participants copies of relevant data so that they can review it before the meeting, rather than slowing things down during the meeting. You should also remember to take copies to the meeting , because a surprising number of participants will forget their copies.

6. Participants comfort : Is adequate, they will not be able to concentrate on the meetings objectives! As a result, it is important that you consider their physical comfort: Are the chairs comfortable? Are tables of good height? Is the lighting good enough to enable reading? Can participants help themselves to coffee or tea? Is the temperature comfortable for all ? If it is a long meeting, do you have breaks scheduled? During the meeting there should not be any interruptions, unless it is urgent. Messages should be given to the participants after the meeting or if necessary during breaks.

The secretary is a multiskilled assistant who ensures the smooth running of the office. He / She keeps the secrets of the company.

She should draft letters, managing telephone calls, knowing about typing and computers, having good communication skills, Arranging meetings, does filings of the papers. She should also be tactful and cheerful attaining at the customers service .

Every secretary works in a company . Company is an organization made of group of people. It can be a profitable and non profitable organization with a specific aim and consisting of various departments and people.(Body corporate registered in the government corporate under companys law.)

Hierarchy of the company

Chairman of the company : Who is the top most guy final decision is made by him. Who presents the company in seminars. The chairman is the most important member in the company . He represents the company outside the firm to the public and in the firm. He makes the presentations to employees with long-service records or who have given exceptional service. He takes the chair at board meetings and presents the annual reports on the companys progress to the shareholders. The chairman depends upon fellow directors for information and advice.

B.O.D = Board of directors ? group of people ? Each director may be responsible for a particular section of the business production, sales or buying. They are also responsible to the managing director and have to accept the board of directors decision.

Managing Director : The managing directors main responsibility is to see that the decisions made by the board of directors are carried out. He works in close co-operation with the chairman in order to achieve this. He also spends a great deal of time with the General Manager and Managers of various departments. It is through the Managing Director that important matters are passed to the board of directors for discussion and decision.

General Manager : The General Manager is responsible for the daily operations of the organizations. He works closely with the Managers of the departments and reports to the Managing Director.

Hierachy : Finance
1. Finance
2. 2. Financial controller (Department checking)-
3. 3. Chief accountant (handles money)-
4. 4. Internal auditor- does auditing of the company , balance of the amount , report of the petty cash, checks money comes to the department
5. Accountant
6.. Account assistant
7. Secretary.

5.Hierarchy ?
1.Administration Office
2. Public Relation Office (PRO)-
3. Administrator
4. Office manager
5. Office assistant
6. Executive Secretary
7. Office Boy
8. Driver.

Hierarchy ? 1. Personal Department : Sales and marketing.

1.Area sales /marketing manager
2.Sales Supervisor
3.Sales Cordinator
4.Sales executive
5.Medical representative/Sales representative

Hierarchy ? Purchasing Department
1.Purchasing Officer
2.Quality Controller
3.Warehouse Incharge
4.Stock inventory controller
5.Store keeper
6.Secretary keeps petty cash.

Communication :

One to one relationship or one to many.

Message sent ? messange received- response ? not understood/ understood.
Verbal/ Oral listening
Body Language.

1.Disturbances/ noise
2.Disturbance from other class
3.Language problem
4.Assume you know it
5.Not attentive
6.Depends on the accent
7.Cultural difference
8.Cast / creed/ religion
9.Top position of the person
10.Eye contact.

Types of question
1.Informative questions : To get more information of somebody. Extra information.
2.Limited choice ? Yes / No. Restricted to few sentences
3.Opinion ? Facts or Subjectives What is your opinion about Dubai
Structure :
1.Open ended ? Go on talking about
2.Close ended ? Yes / No : like name in short , Fill a form Cut short communication.

Questions are asked to clear doubts; understood what he says; depth of topics/details/ Sell a product/ getting the person back to track for a job/ Would you like to try this.
Do you know about the product.
Do you like the materials.

Properties of the good questions.
Has to get response correct

Steps to effective listening
1.Concentration ? Full attention
2.Jot down points
3.No disturbance / noise
4.Just could you hold the line for a moment please
5.Repeat points
6.Eye contact
7.Gestures (Nodding your head)
8.Ask question (clarify)

How to prevent it
If the customer.Keep the person on hold
Make a person sit downAnd then call the person on phoneGet the interpretor
Accent cannot follow what your are sayingBe attentive
Cultural difference ? Keep it outside the door and come in 70% of work time base on communication.
Eye contact.
Ask questions did you understand
Try and know the answer
Can I help you out
Be precise and clear in what you want to communicate
Understand correctly of whatever he said

Tone is very important ? tone politeness, pleasant , natural, friendly , clear, pleasant/ warm. Natural /under control.

Body language : Walking , non ?verbal communications , eye contact, gesture of the hand, facial expressions, movements.
You may concentrate on hand rather than speech. Looking some where else while talking repeat whole thing looking at me.
1.Eye contact
5.Tips : keep family problems outside office.

What is quality customer service
The service rendered to the customer ; back up duties have to be performed with as much positive energy and interest, stocking, filing, recording information; handling telephone calls; assisting and clean and handling money shared with co workers, working together offering help; doing your fair share, pulling your weight are all part of quality service.

Customer relations potential scale
1.I control my moods most of the time
2.It is possible for me to be pleasant to people who are indifferent to me
3.I ike most people and enjoy meeting with others
4.I enjoy being of service to others
5.I do not mind apologizing for mistakes even if I did not make them
6.I take pride in my ability to communicate verbally with others.
7.I?m good at remembering names and faces, and make efforts to improve this skill when meeting others.
8.Smiling comes naturally for me
9.I like seeing others enjoy themselves
10.I keep myself clean and well groomed.

Why is quality service important ?
To make customers return ; Encourage them to buy a product.

Two kind of customers.

The EXTERNAL CUSTOMER- It is the individual or company outside of your organization who depends on you for service. It is his money that pays your salary. You have a responsibility to provide a fast, quality service that meets your customer?s needs and expectations of quality company.

The INTERNAL CUSTOMER: It is your management and colleagues. They make up the team that enables you to provide service to the external customers. They need assistance in the form of co-operation and information from you, so that they can make sure the right services and products are available for the external customers.

Steps to Quality Customer Service

An attitude is a state of mind influenced by feelings, thought and action tendencies.

The attitude you project to others depends primarily on the way you look at your job.
Nothing in customer service is better than sending a positive attitude to all with whom you come in contact.
The good way to send a positive attitude is by YOUR APPEARANCE . Like an actor or actress, interacting with others requires you to be on stage at all times. Creating a good first impression is essential.

Greet your customers with a smile and find out his name , which you should continue to use during the conversation. Usually the customer will give you his business card, on which his name , designation, the company?s name, address, telephone numbers and e-mail address is printed. Offer the customer help and act accordingly.


SELF IMAGE : When encounter customers, the more positive you will be . There fore be aware of the grooming standards. Most companies will discuss this matter with you during your orientation or it may be written in the Employee handbook.

Tips for grooming:

Make sure your hairstyle is appropriate (length and cleanliness)
Be aware of personal hygiene (body, hands, fingernails and teeth)
Clothing and jewellery should be appropriate to the situation
Ensure you look neat and tidy (shoes shined, clothes clean, well pressed)
Perfume and make up should not be heavy.

1.Feeling Welcome
2.Receiving timely service.
3.Feeling comfortable.
4.Receiving orderly and friendly service
5.Being understood
6.Receiving help or assistance
7.Feeling important
8.Being appreciated
9.Being recognized or remembered
10.Receiving respect.

You need to anticipate the needs o your customer by being one step a head of your customers. Ask yourself- Have I considered all of customers needs? What will the guest needs next? How can I improve service now for my customer.
1.Show attentiveness
2.Oserve verbal and non- verbal communications of customers.
3.Obtain feed back from your customers about the service rendered.
Know the different cultures you deal with. In order to know the customer you should know their customs.


1. Receiving information for the customers.
2. Providing information for the customers
3. Receiving feedback from customers.
4. Following through on customer?s requests.
5. Identify and solving problems
6. Providing a service for customers.
7. Watching or observing
8. Organising.

Be prepared for unexpected occurrences
1. Loss of power.
2. Computer breakdown
3. Understaffed
4. Fire/Health emergency
5. Over crowded conditions.

Statistics says it costs 6 times more to attract a new customer than keep a current one.

See to it customers return. Customers go elsewhere because the people they deal with are indifferent to their needs. Find out sometimes the reasons why customers may be difficult to find their need. Understand their reasons why they are difficult.

The following points to deal with the complaints.
1. Listen to the customer without interruption  Give you customer undivided attention.
 Ask questions to improve understanding
 Don?t take it personally
 Remain calm and listen carefully
 Avoid placing the blame. You are a representative of your company and responsible for dealing with the complaint.
2. Apologise for the situation  Use empathetic words and gestures.
3. Repeat the complaint in your own words  Be concise in your summary of the complaint
 Begin with ? My understanding is that..?
4. Tell the customer what can be done to correct the problem or ask the customer what they would like you to do to remedy the situation.  Follow your department standards for complaint handling and determine the procedures to follow to rectify the situation.
 Where possible offer the customer and allow the customer to choose a solution.
 Always use sincere language and regardless of whether you believe the complaint to be valid
 Use personal language-?I ? not ? we?
 If you cannot handle the situation pass it on to your supervisor.
5.Take every action to remedy the situation to the customer?s satisfaction Take ownership of the problem, when an acceptable solution is agreed upon.
 Tell the customer what you will do to correct the situation
 Explain the actions you will take using precise, definite and positive speech.
 Explain who will perform each function and when it will happen.
6.Thank the customer for bringing the matter to your attention  Use sincere body language , tone and words
 Acknowledge the opportunity that the customer has offered you

7.Take appropriate action and monitor the progress of the other people working on the problem  Set a time frame for the appropriate actions to be taken and followed up

8. Check back with the customer to see that they are satisfied  Call the customer in the next 24 hours
 Follow up to make sure complaint is fixed, if it cannot be done in 24 hours
 Reward yourself for turning a difficult situation into a positive outcome.

Dealing with Paper Work
Incoming mail : The mail arriving in your organization may include many different documents besides letters. There may be invoices, quotations, estimates, orders, applications for jobs and advertising material. It is very important to open and distribute the mail to the different departments without delay. In large organizations certain staff will take care of mail distribution to the concerned departments.

Opening mail : The following rules may apply for opening mail , which might differ from your company since every office has its own special procedures.
It is important to open and distribute the mail quickly. Letters marked ? Personal? ?Private? or Confidential should be handled over to the addressed unopened. Some organizations use a stamp, which automatically prints the date stamped on the unopened envelope.
Some letters or documents may have enclosures attached. If it has any enclosures mentioned at the foot of the letter, ensure that they were in fact enclosed. If any are missing make a note of the fact against the enclosure and sign it.
Letters containing money in any form should have the amount and the person who has opened the letter recorded in a remittances book. After that, the money will be passed on to the accounts department.

In case you receive e-mail on your computer, this should be down loaded and distributed to the concerned departments or people.

Out going mail :
Every office has different procedures regarding out going mail. Usually appointed office staff will either hand deliver the mail or bring it to the post office for further distribution. Courier services will be used for important and urgent documents. Common practice would be to organize a postage book to record all letters, documents, and parcels posted.

Filing may be defined as storing a letters and documents in a systematic way so that they may be retrieved at a later date for reference purposes. It is important to have a good filing system that operates efficiently and economical. Filing should be done several times a day if possible. So that the files are up-to- date.

A good filing system should have the following characteristics.
. Simple to operate, even by non specified staff
. Enable quick retrieval of information.
. Economic in cost and space.
. Flexible
. Documents are safe protected against fire, dust and theft.

Different types of storage system:

Electronic filing or Computer for their folders and documents. However its necessary to use the document storage system for filing. This system uses folders box files or filing cabinets.

Microfilm storage system : This method is appropriate for storing records, which must be kept for many years, for example historical and government records.

Special marks or release symbols are used in organizations to indicate that a document has been dealt and may be filed. These are some examples of release symbols.

F= File
P= Pending
D= Dead Files.

The paper would also have a ?filing point? the name under which the paper will be filed. The filing point should be highlighted or circled. The most recent paper is always placed on top of all the other papers, which means that the oldest paper is at the bottom or back of the file.
The filing point on invoices, credit notes, debit notes and orders is usually a number, and these documents .
Business cards are usually filed in a index box by name of the company. A card folder can also be used, but this will not be as direct as the index box.

Pending File :

It is not always possible to deal with documents as soon as they are received. Some papers have to be kept while waiting for further information. These papers should be kept in a pending file. A box file is useful for keeping ? pending? papers until they have been dealt with and can be filed in the main system.

Dead / Transfer file :
Some files becomes so packed with papers that they need to be thinned out . This is done by taking out the oldest papers of the file and transferring them to files, which are stored out of the current filing system. They may still be needed for reference so they should be labeled clearly and dated and a note of which papers have been removed placed in the current file. These out-of ?date files are called dead files or transfer files.

A Miscellaneous file :

It is used for storing papers when there is no file for them. The papers are usually placed in alphabetical order. When several papers have been received from the same company , an individual folder should be set up.

Classifying documents : Filing can be classified into the following systems.
 Alphabetical
 Numerical
 Geographical
 By subject
 Chronological

 Alphabetical filing:

 It is the most common method in business. It is most easily understood and is direct. The sequence is decided by considering the name of the person or firm where the surnames have the same first letter, the second letter of the surname is used to decide the sequence.

 Numerical System :

 A vast range of numbers that can be used. However it is not direct like the alphabetical system, because indexing is required.

 Geographical filing :

It is mainly used local authorities like post office, service department and estate agents. It is necessary to have a good knowledge of geography and location.

 Subject :
It will be used when major headings become necessary, for example files on contracts, applications, departments, loans etc.

 Chronological :
Filing letters are filed in date order with the most recent letter placed on top of the others.


Using the telephone is one of the most difficult forms of communication. There are certain limitations with telephone communication, which you have to understand and know how to address.

For instance you cannot see

 Facial Expression
 Body Posture and language
 Gestures

All that you have to help are
 Your tone of voice
 Volume
 Speech rate
 Actual words.

Therefore give extra concentration to telephone communication.

?First impressions are lasting impression?

In order to communicate effectively on the phone you should use the following techniques:
 Give the caller your full attention. It will help you to understand the needs and expectations of the caller.
 Show the caller that you are interested.
 Use questions for additional information and clarification
 Avoid using jargon, those words that are unique to your organization. For example I.T, F&B, Covers , Pax.
 Repeat what customers said in your words, to avoid any misunderstanding or to give more detailed information.
 Acknowledge the customers feelings and show that you care.
 Repeat any important information. For example dates, times and numbers.
 To avoid any misunderstanding, summarise the content of the discussion at the end of the conversation and get agreement from the customer.

Answering incoming telephone calls
 Make sure you have pen and paper available
 Put on a smile
 Answer the phone after the third ring
 Greet the caller and identify your caller and yourself
 Identify the caller
 Find out what the caller needs
 Offer help
 Explain your actions
 Confirm the details
 Give the caller a chance to ask more questions
 Thank for calling
 Use the caller?s name
 Allow the caller to hang up first.
 Do what you were going to do ASAP

Taking messages.

 Follow these steps
 Take the caller?s name, telephone number and company name
 Take the message
 Repeat the message
 Write down the date/time
 Write down your name
 Follow up the message.

Transferring calls

Sometimes in order to serve customers better, you may have to transfer them. Unfortunately, this is something customers do not want to happen. In order to keep them from feeling like they are getting the old run around, keep them informed. Make sure you transfer the caller to the right extension.

The hold button.
If customers do not like the idea of being transferred, they certainly do not like the idea of being put on hold. By pushing your hold button a little too quickly or a little to often, you can easily damage your relationship with your customers. You should not keep the caller for more than 30 seconds on hold.


Almost all office workers need to make outgoing calls to customers from time to time.
The following guidelines should be applied.

 Prepare before you call
 Have papers and pen ready
 Greet the person at the other end, identify yourself and company.
 Ask for the person/section/ department you need
 Confirm identify of the person you called
 Outline your reason for calling
 Listen to replies and ask questions if necessary
 Take notes
 Confirm the details
 Thank for person and close
 Follow up the call.

Tips :

 Speak clearly with a pleasant voice
 Control the volume of your choice
 Always smile
 Use simple vocabulary
 Adjust your speaking rate to the caller?s
 Never ask the caller to call back, offer to call him back
 Make sure your tone of voice shows enthusiasm, patience , total attention and a desire to assist the customer.


Letter head :
Most business firms use paper with their name, address, and other information printed at the top. If you practice typing business letters on paper without a letterhead, leave ten spaces at the top of the A4 portrait.

Reference :
These are used to trace and file correspondence. The letter head may have a printed place for them. The reference frequently consist of the upper-case initials of the person who dictated the letter, followed by the initials of the typist. The reference may also indicate the department of the firm/ a file number. The different parts of the reference may be divided by a slash or a full stop, but there should be no full stop at the end.

Date :
The recommended order is date, month, year. When you type always type the date.

Inside name and address :

This records the name and the address of the person to whom the letter is being sent (the addresseed) . It ensures that each letter is inserted in its correct envelope and enables the copey to be filed correctly. It is always typed in single spacing- int the same way as on the envelope. Each part begins on a new line.
(Although the postcode need not be) and the country should be typed in capital letters.

Salutation :

This is the greeting that opens a letter. It will usually appear as Dear Sir/ Madam, Dear Mr. Jones, Dear Mrs. Turner etc.

Subject Heading
Often a business letter includes a key description of the subject at the head of the letter, after the salutation. With the fully blocked style of layout, this is best typed in closed capital letters: initial capitals with underscoring can be used but it takes more time. A subject heading should not be by a full stop.

This is the subject matter of the letter and it is divided into paragraphs.

This is typed below the body of the letter. The most common forms are: Yours truly and Yours sincerely ? the first word only beginning with a capital letter. Yours faithfully will be used when you greet the letter with Dear Sir/Madam.


Sometimes a business letter repeats, after the complimentary close, the name of the firm of organization sending this letter. This should be typed on the line following the complimentary close, in closed capitals. The company name should always be given here if the plural ?we? has been used in the main body of the letter.


Often the name of the person signing the letter is typed under the space left for the signature. The official position of the signatory is typed on the line following the name. Sometimes a proxy signature may be necessary for example when the writer is not able to sign urgent letters. In this case you may use the following
J Jones
For Marketing Director

J Jones
Secretary to Mr. Fred
Marketing Director.

The word enclosure ? or more often ? just enc, Enc or ENC ? should be typed at the foot of the letter. For more than one enclosure, encs, Encs, or ENCS is used, or we show the number of enclosures specified : enc 1, enc 2 , etc. The nature of the enclosure should be stated. E.g. enc invoice. The form enc is the quickest and it is wise to show the number of enclosures.


Sometimes it is important that there is a special mark , classification line , on a letter and envelope.
These could be

The special marking is place above the name and address of the addressee, printed bold and underlined. On the envelope it can be placed above the address or at the top left corner.

TELEPHONE: 02 ? 12434545
FAX : 02- 12343454

Ref: SD/ SM

Sep 6, 2006

Mr. M.Johnson
P.O. Box- 1234

Dear Mr. Johnson,


We are pleased to enclose a brochure on the Abu Dhabi Tourism opportunities. Also enclosed is a booking form for flight provisionally reserved for you to travel from London to Abu Dhabi on Sept 16th 2006 returning 2nd of October 2006.

Please let us have your confirmation in return.

Yours sincerely
Blue Line International Travel Co.

D Sharp
Assistant Manager.

Author: soumya pais- UAE