Prepared and presented by:

Shazad Sookram

Human Resource Manager

July, 2016

TWO2 BROTHERS CORPORATION

TWO BROTHERS management philosophy is based on responsibility and mutual respect. People who come to Two Brothers want to work here because we have created an environment that encourages creativity and achievement. Two Brothers aims to become the leading supplier of petroleum and petroleum products. The mainstay of our strategy will be to offer a level of client focus that is superior to that offered by our competitors.

To help achieve this objective, Two Brothers seeks to attract highly motivated individuals that want to work as a team and share in the commitment, responsibility, risk taking and discipline required to achieve our vision. Part of attracting these special individuals will be to build a culture that promotes both uniqueness and a bias for action. While we will be realistic in setting goals and expectations, Two Brothers will also be aggressive in reaching its objectives. This success will in turn enable Two Brothers to give its employees above average compensation and innovative benefits or rewards, key elements in helping us maintain our leadership position in the marketplace.

To Serve Our Customers With

Superior Customer Service,

Quality,

Commitment and

Innovation.

1. Develop our employees to their full potential

through training and development.

2. Meet or exceed Operational standards in safety,

health, reliability and efficiency.

3. Continuously improve our work environment.

4. Develop and build Organizational Capability to

achieve superior results within context of a

challenging and ever-changing business

environment.

5. Sustain or improve existing business

performance by seeking new opportunities in

alignment with our partners.

Mike,

Graphic Designer

“What to do? My producer is a bully and hiring

like-minded people. Ethics is becoming a question in

my organization.”

Stella, HR, Executive

“I find few employees of my organization, disclosing

confidential client data to our competitors.”

Stella, HR, Executive

“I find few employees of my organization, disclosing

confidential client data to our competitors.”

Stephany, HR, Executive

“Should the performance feedback session follow a

corrective or punitive approach?”

Responsibility

• A written code of conduct

• Define ethics to be maintained in an organization.

• Each employee should have one, including new hires.

• Organizations should focus on training in ethics at the workplace.

• A few members from the top level management can lead the ethics training programs.

• Seniors behaving in a morally upright manner will set an example for employees to follow.

www.commlabindia.com

Model these behaviors as a leader

Inspite of training sessions on ethics, enforcement is ultimately left to the

individual.

The successful business operation and reputation of Two

Brothers is built upon the principles of fair dealing and

ethical conduct of our employees. Our reputation for

integrity and excellence requires careful observance of

the spirit and letter of all applicable laws and

regulations, as well as a scrupulous regard for the highest

standards of conduct and personal integrity.

The continued success of Two Brothers is dependent upon

our customers’ trust and we are dedicated to preserving

that trust. Employees owe a duty to Two Brothers and its

customers to act in a way that will merit the continued

trust and confidence of the public.

Two Brothers will comply with all applicable laws and regulations and expects its directors, officers and employees to conduct business in accordance with the letter, spirit, and intent of all relevant laws and to refrain from any illegal, dishonest, or unethical conduct.

In general, the use of good judgment, based on high ethical principles, will guide you with respect to lines of acceptable conduct. If a situation arises where it is difficult to determine the proper course of action, the matter should be discussed openly with your immediate supervisor, the Human Resource Manager and, if necessary, with the Chief Executive Officer, Mr. Faiaz Ali, for advice and consultation.

Compliance with this policy of business ethics and conduct is the responsibility of every Two Brothers employee. Disregarding or failing to comply with this standard of business ethics and conduct could lead to disciplinary action, up to and including possible termination of employment.

The following are examples of infractions of rules of conduct that may

result in disciplinary action up to and including termination of

employment (NB: This list is not exhaustive)

1. Theft or inappropriate removal or possession of property

2. Falsification of timekeeping records

3. Working under the influence of alcohol or illegal drugs

4. Possession, distribution, sale, transfer, or use of alcohol or illegal

drugs in the workplace, while on duty, or while operating

employer-owned vehicles or equipment.

5. Fighting or threatening violence in the workplace

6. Boisterous or disruptive activity in the workplace

7. Negligence or improper conduct leading to damage of employer-

owned or customer-owned property.

8. Insubordination or other disrespectful conduct

9. Violation of safety or health rules

10. Sexual or other unlawful or unwelcome harassment

11. Possession of dangerous or unauthorized materials, such as explosives or firearms, in the workplace.

12. Excessive absenteeism or any absence without notice

13. Unauthorized use of telephones, mail system, or other employer-owned equipment

14. Unauthorized disclosure of business “secrets” or confidential information

15. Violation of personnel policies

16. Unsatisfactory performance or conduct.

Learn to identify and analyze customer needs and problems.

Recognize the most common reasons for customer complaints.

Discover techniques to cultivate and maintain special customer relationships.

Assess your communication style and use two-way communication skills to level with people, to accept feedback from them, and to discuss problems.

Identify specific problems in your customer service program and apply treatment.

Please write a One Sentence Definition of

CUSTOMER SERVICE.

Why do you need customer service?

Was the service provided over the phone or in person?

How did the customer service representative respond to your request, inquiry or problem?

If you felt the service was excellent, describe what made it so good.

If you felt the service was exceptionally poor, describe what made it that way.

1% die.

3% move away.

5% develop other relationships.

9% leave for competitive reasons.

14% are dissatisfied with product or service.

68% leave because of rude or discourteous service.

Communication.

Customer Sensitivity.

Decisiveness.

Energy.

Flexibility.

Follow-up.

Impact.

Initiative.

Integrity.

Job Knowledge.

Judgment.

Motivation To Serve.

Persuasiveness/Sales.

Planning.

Resilience.

Situation Analysis.

Work Standards.

List five to eight excuses you hear employees give for offering indifferent or poor customer service.

Think of one of more ways to counter each excuse.

I don't have enough time.

I don't get paid to be nice. I am measured by my productivity and accuracy.

How can we do a good job if the computer is always down?

Every customer is totally bonkers today.

I can't deal with people who do not show me respect.

How can we do a good job if the other departments do not provide the back-up we need?

I am having a bad day.

People are basically stupid.

I am always too busy.

. . . Invite me back.

. . . Listen to me.

. . . Value me.

. . . Greet me.

. . . Help me.

Presenting a professional image

Speaking Style

Usage of Tone

Usage of Language

Do’s & Don'ts

Both in person and on the telephone, is very important

in the Office skills profession.

Taking care of your customers over the telephone and

making them feel well informed and appreciated is

essential.

The ability to listen is a problem in general but it is very

important to listen to what the caller has to say.

It is always a good habit to repeat the information back

to the client when you are taking a message.

A picture paints a thousand words but

the caller on the other end of the phone

can only hear you.

Caller cannot see your face or body

language.

Taking the time to speak clearly, slowly

and in a cheerful, professional voice is

very important.

Use your normal tone of voice

when answering a call.

In case if you have a tendency to

speak loud or shout, avoid doing

so on the telephone.

Speak in a normal way but in a

effective manner.

Never use swear words.

Words delivered should be clear

& understood to the caller.

Do’s Be patient and helpful.

Respond clearly with “yes” or “no” when speaking.

Always remember it is important :

-If you are answering a call on behalf of your team member please mention to the caller & try if you can to assist them on the query.

-Else note down the caller’s number so that a concerned user can make a call back on the query for resolution.

Address the Caller Properly by his or her title.

Eg : ( Good morning Mr. Brown, Good afternoon Ms. Sanders).

Listen to the Caller and what they have to say.

Always ask if you can put the caller on hold.

Verify that you have heard and transcribed the message accurately.

Don'ts

Do not eat or drink while you are on telephone duty.

Do not use slang words or Poor Language.

Never address an unfamiliar caller by his or her first name.

Never snap back or act rude to the caller.

Never leave the person on hold for more than a few

seconds or they may become upset and hang up.