June 24, 2012

Etiquette guide for staff and and customer service - Guide to Success

TO         All staff and officers

SUBJECT:    Do's and donts - Guide to Correct Etiquette and Success

Please read the following as guide to proper behavior for success and self mastery. 

A.  General

Dos

l.   Work hard

2.  Be loyal

3.  Keep your word.  Deliver what you promise

4.  Be punctual

5.  Be obedient -  do as you told;  if you dont, you can be fired for insubordination.

6.  Communicate -  verify what you were told;   call or txt if you did not understand.  Give feedback of your assignments.  Deliver your work without being followed up

7.  Deliver l00% of of the delivereables.

8.  Understand the business:   company history, products, advantages over the competition, the MVP

9.  Memorize by head and heart the company mission, vision, beliefs, and principles.

l0.  Learn as much as you can about the work of your unit, department.  You have just two goals:  to learn about the job, and be promoted.

11.  Be in the 21st century:

       l.  Learn the social media:  sms, you tube, fb, twitter, email, blogs, and web

       2.  Learn how to send and receive information at the above media.

12.  Learn to be both effective and efficient

13.  Be trustworthy and reliable

14.  Be honest

15.  Exercise leadership;  avoid being just another Juan.

16.  Love what you do and do what you love.

17.  Do not leave anything pending;  every item must have closure.

18.  Be action and solution oriented.  We are not here to debate discuss and argue.  We are here to produce results.

19.  Be part of the solution rather than the problem

20.   Think of ways how to arrive at a desired result;  do not load your brain with more problems and difficulties.

21,  Empty your cup in order to understand.  ABCD.

22.  Place your self in the hands of boss/leader in order to achieve something;   obey and allow yourself to be mentored.  (cf. Pencil parable.)

23.  Have healthy attitude towards problems and difficulties.

24.  If you work for someone, you are ready to obey, be loyal and be diligent.  Establish your own business if you cant do the above.

25.  Persist;  do not ever ever quit.

26.  If it rains, open an umbrella;  if something is wrong correct it; Avoid being a spectator or thinking that a problem belongs to someone else.

27.  Know the happenings in your business environment;  things that affect the business up to l0 km radius

28,  Remove the words:  "impossible"  and "mahirap"  from your vocabulary.

29.  Be grateful for your blessings, passing through your employer no matter how humble.  There could be no happiness without gratitude.

30.  Be team oriented;  be concerned with  your business:   do not go on leave or resign when you know that everybody is struggling.  Help recruit if there is a shortage of hands.

3l.  Make things happen;  do not just watch nor be in denial of problems;

32.  Be mature.

33.  Smile, no matter how unpleasant the day maybe.

34.  Attend to unpleasant things first.

35.  Be concerned both with the results (objectives) and processes.

36.  Be a success and champion;  strive to do what you plan;   no ifs and buts.

37.  You are a champion.  remember that always and have faith in yourself

38.  Focus on your job working hours:  avoid your own social media, calling emailing, chatting texting personal accounts, or even relatives during working hours.

39.  Be determined;  strive hard to finish the tasks assigned on time and well; and the goals.

40.   Focused attentive and respectful of the company, yourself, and your job.

41.   Listen.  

       God gave you two ears and one mouth.  Wait for the other person to speak out before opening your mouth.

42.  Avoid the 4 Cs:   the three demons:   criticism, condemn,"chismis",  complain,
Winning an argument wins you enemies and adversaries;    not success.

43.  Dare to be great.  Think of big things not small.

44. Develop high value added skills;  therefore engage constantly in learning new skills  whether it be through self improvement or enrolling in a school or se minar

45.  Be respectful:   of old people, or your superior, and your customers



Dont:

l.  Be driven in your work;  dont be followed up;

2. Don 't harbor grievances vs your office mates or the company;  if you feel bad towards the company, quit.

3. Dont quarrel with co employees or customers.

4.  Make alibis;

5.  Be static (ganon kami nuon, ganon kami ngayon, ganon pa rin kami bukas.)

6.  Ever tell your boss if something is defective, that you found it when you first arrived.  Do something if there is a problem or defective. What are the hindrances?  What is the progress of the project or the thing being discussed.

7.  Be left behind in learning

8.  Fail to improve your thinking and judgement.

9.  Have bad attitude:  be parochial, have small mind and be parochials

l0.  Underdeliver

11.  Be selfish:  be concerned only with pay, benefits rather than your outputs.

12.  Compare the company with others; while failing to evaluate your own progress and efficiency.

13.  If you are trainee:

        l.  Have zero deliverables

        2.  Be pasaway

        3.  Reject new ideas and training

        4.  Go home if your co workers are still at it.

        5.  Come to work late.

14.  Engage in useless activities that use company resources like facebook, chat, sms to friends and relatives.

B. ON OFFICE BEHAVIOR

Do

1.   Come to office early and regularly;  if you are a trainee, dont ever late or be absent during the 5 months period for whatever reason.

2.  Wear clothes befitting office environment:  business suits for men and women;  do not wear party dresses or dresses that are distractive (clothes that show too much flesh for women)

3.  Wear ids;  trainees must be issued id promptly.  Even contractors must have ids.

4.  Use office equipment:  cp, computer for business purposes only.  You can be fired if you are caught if you do otherwise.

5. Use a planner.  Plan what you do and do what you plan.

6.  Promptly answer phone calls promptly within the first 3 rings;  answer text messages especially from customers and bosses.

7.  Make it a habit to open emails DAILY and answer promptly;  open blogs and make comments PROMPTLY

8.  Use office supplies judiciously;  avoid wastage.

9.  CS:  promptly greet customers and attend to them;  we are all busy for the customer.
There is no other reason to be busy.

l0.  Wear clean clothes, take a bath daily wear light cologne and perfume;   avoid having bo.  Brush your teeth;  avoid having bad breath.

11.  Take care of company properties.  Avoid dropping or spilling food and drinks on cellphone and laptops.

12.  Clean as you go. Clean your utensils if you eat in the office;  deodorize the office from smell of the "ulam"

13.  Be concerned with the appearance of the office and the Holy Gardens site.

14.  Improve yourself and the business daily.

l5.  Comply with 3ffb requests for daily reports;  do not go home without submitting the reports.

l6.  Comply with memo and letters text to you promptly

17.  Be serious;  avoid horseplays during working hours.

18.  DIN;  finish your assigned work fast without fuss.

DONTS

1.  Be late or absent;  if you are absent, do not text your excuse slip

2.  Have BO or BB

3.  Gossip or use company time to watch yahoo news or you tube or fb your friends

4.  Submit haphazard or incomplete work with wrong spelling wrong totals or difference, product, quotient

5.  Be deaf;  answer telephone  calls or text messages.

6.  Text with SuN to non sun network   learn to use their unli or their adds to postpaid;  or use the company cell for personal use.

7.  Use facebook for personal use.  we are monitoring your brower and facebook.  Some trainees are very active at fb;  sales are nil;

8.  Fail to submit book reports or internet research.  Many materials are posted at the HolyGardens Bulletinboard.

9.  Fail to open your email or blogs at least once a day.   Fail to answer them...and

10 .  Develop bad habits;  or copy such from the old timers

11.  Listen to what to whining of old or past employees;  you will not get better.

12.  Fail to meet deadlines.

13.  Offer alibis when talked to;   be good in alibis

14.  Be unclear in discussion;  be SMART.

C. ON having sun cellular phone;

Every employee is required to have a Sun cell for ease of communication:

l.  Be sure it is charged always;

2. Be sure the sun sim is in the cp.

3.  Answer the cp when it rings;

4. Answer the text.

5. If you are in marketing make your self available for text and calls 24/7.  If you cant do it, you are not meant for marketing.

6.  Take care of the company cp. Avoid abusing dropping or scratching the cp.  The CP is entrusted to an individual.  However, it is to be left at the office when someone, the holder goes out.  That is why we require individual cp.

If the cp is in disrepair for any reason whatsoever, have it promptly repaired.  Replace the battery if discharges rapidly.  So that it will last long, charge it only if it is fully discharged.

What shall we do to make sure you read this?

D Communication

Verbal:

l.  Speak clearly and slowly.

2.  Pay attention to the one speaking. Avoid interrupting. Listen

3.  Clarify/ask questions if you did not understand;

4.  Speak in moderate volume;  avoid speaking in whisper.

5.  Look to the other party, if possible in the eye when he speaks.

6.  Focus, pay attention, respect the one speaking

7.  Avoid cursing the other party;   be calm and composed even if indeed he/she is irritating all ready.

8.   Steps:

      l.  Tell what is to be done

     2.  Explain the process, or give example regarding the topic.

     3.  Tell what you told them

     4.  Repeat the process if necessary

9.  Take down notes;  summarize what was discussed;   if asked for minutes submit promptly.  Give written hard copies to others who were in the meeting.

10.  Avoid obtuse and unclear statements.  Be clear and specific.  Go direct to the p;oint.

ll.  Be honest:   state that you will check the facts if you are not sure;   avoid lying.

12,  Be always prepared that you will be asked for reports/data on your work.  Remember your latest facts/data.

13.  Communication is present:   when memos are followed, when things get done on time, there are quality products, costs are kept down.

14.  There should be feedback when there is communication.


E. In  a meeting:

1.  Start and end the meeting promptly; always have an agenda and stick to it.

2.  Make sure only those concerned with the agenda are in the meeting

3.  Go direct to the point.  Talk about the agenda.  Be sure you have an agenda for the meeting;.

4.  Be on the agenda;  focus on the agenda

5   Focus on the meeting;  avoid doing other things on the meeting;  avoid taking calls or being
interrupted on the meeting.  Promise to go back to the caller in case your cp rang.

6.  Take notes;   review notes as you implement the contents of the meeting.

7.  Give feedback on your progress.

8.  Promptly make minutes of the meeting;  be sure all the resolutions are carried out and implemented.

9.  The objective of the meeting is communicate -  to get people on the same frequency, promote common understanding, removal of obstacles and achieving the objectives.


F.   Written communication

      This involves writing memo/sms.

l.  Use grammatically correct English;  no jojemon or avoid  street abbreviation.  Do the same if you are making posts on the FB pages; show respect even in SMS especially to a superior or customer

2.  Use the normal format in a letter or memo when making an email or responding to one. (with  TO;   From:  subject;     and the name of the sender.  Put a date. always.

3.  KISS:   keep memos clear short and specific:  KEEP IT SHORT AND SPECIFIC

4.   Check your spelling.  This blog  for example has spell write;  it underlines words that are not spelled right.

5.  If you use all caps in email, it is a shout.  It means you are angry.

6.  Be polite in text or email (assume the one you are texting or emailing is an honorable person)  Show respect by using sir or mam. Even if the other person at the other end sounds young;  you could be wrong. 

7.  Answer text or email promptly.  Acknowledge all emails. or text.  This shows you are a civilized person and know what he/she is doing. Apologize if you replied late.

8.  Identify yourself in an email or SMS  This is very common omission.

9.  Follow up your email:  text or call that you sent an email or you posted on the blog.  Ask for comments.

10.  If you read the blog, acknowledge and write a comment.  You will increase your learning and your writing ability when you comment. 

Please read and comply.

JUS



21 comments:

  1. As in charge in our SBU, I will discussed it and one by one understand the importance of this etiquette to each and everyone of us in order to be successful as an individual and also for our group. I will print this guidelines so that we can memorize and we are always be remembered by the do's and don'ts and be responsible enough as an employee.

    Danica
    HGCMP

    ReplyDelete
  2. Good morning, Sir! These guidelines that you are posted simply remind us on our responsibilities as your employees. All of these will be acted upon if we have initiative or promptness on doing so or by having a self-discipline. We will remember and follow all our dos as employees.

    Rocel Claribel CariƱo
    CSS2-HGLUMP

    ReplyDelete
  3. Thank you for the first to comment. Danica...

    ReplyDelete
  4. Salamat Rocel. I hope change in our mindsets and behavior can help us accelerate our progress. Sabog2 ang ating mga mindset.

    ReplyDelete
  5. Good Day!

    As a part of HAMP, we will discussed all the do's and don'ts, and understand the importance of this. We will follow the guidelines so that we can be a successful individual, and proved to everyone that we are a responsible person.

    HAMP JOY

    ReplyDelete
  6. This comment has been removed by the author.

    ReplyDelete
  7. Good Day!


    This will help to remind us and change our mindset to be a better person. We will follow the guidelines and apply it in our work. Discipline starts within ourselves and everything we do will just follow.


    HGOMP

    ReplyDelete
  8. Great day.We will be guided with this etiquette toward our work in order for us to achieve success. As well as be reminded every am talk to my co-staff for them to change their mindset toward their work and the company we are serving. We will memorize this things by heart and by mind. We will make the do`s a habit.
    Thank you sir for posting.

    Leslie Marie D. Ayson
    HGLUMP

    ReplyDelete
  9. Good Day Sir! As a trainee this guidelines help us to understand well what you want for each of us. It will help us to grow in terms of our personality and improvement in the operation. This guidelines remind us that we should always be grateful for reminding this to us. Thank you for the reminders and we will keep it in our mind especially in our heart.

    Juvelyn Baby Girl Bautista
    Majorem

    ReplyDelete
  10. This post will help all HGMP staff to be guided accordingly in all aspects of being a professional one. The DO's shall be done and followed wholeheartedly so as to bring desirable results through our VMBP, and success particularly pertaining to reaching our objectives on Sales, Financials, Customer Service and Job Generation. Office and Customer Service etiquette serves as a reflection of our own personal attitude, thus reflecting the behavior of all the staffs as well as the whole company in general. These post will be discussed to every one and I myself will help each of the member of the team to have a deeper understanding towards these DO's and DONT's which will start through me following the above and guiding my co-employees to do the same. Having a discipline in everything we do is a must for us to succeed, either big and small shall be done with discipline.

    Thanks!

    hluc :)

    ReplyDelete
  11. Great day Sir JUS, thank you for this guidelines to correct etiquette and success. It specifically direct us how we will serve well our customers and present ourselves approved as your employees. This helps us to be aware of our actions and it serves as our borderline. Blessings!

    Rhodora M. Garcia
    Marketing Staff

    ReplyDelete
  12. We should all be back to basics. Those guidelines will be of great help for us in performing our day to day activities and achieving and delivering our results. It is understood that we all have read and understood it. There should be less occurrence of events related on the suggested guidelines.

    Aireen

    ReplyDelete
  13. Good Day! :)
    This post about the office etiquette shall conform to achieve personal and professional success in the company. As a part of this company, I,my self will practice all the good etiquette and manners stated above in order to grow and mature. It's an easy task to achieve and neither it is possible as well(motivating my self). I will do my best to follow all the guidelines and i will also reflect in all my mistakes and faults from the past in order to increase my self-awareness not to do it again and will never repeat it again... "I will work hard, I will keep my word, I will deliver what i promise!"

    Ella Paterno
    AR Assist.

    ReplyDelete
  14. Great Day Sir,

    As i have read the post about good etiquette... This will surely serve as our guide to success. if only and only if it was executed. I will be very observant in my own attitude and behavior for me to know all the things to do and not to do. That will leads to maturity.

    Joan DLA. Balubar
    AR Assistant

    ReplyDelete
  15. Thank you sir for posting. As a senior employee, I was reminded by these things the do' s and dont' s in the workplace. I had made a clear and alive discussion with HGPMP staff this morning. All staff understood every details of this post and I will check their attitudes from time to time. Work schedule vs. results and accomplishments. Being a leader, I will guide their behaviors and I should be the role model. I should stick to what is good and right always. Things will get better and it should always starts from me.

    This will be my/our guide in our workplace. We must take it by heart.
    We will practice the do's in the office for us to become a successful individual and our success is the success of the group as well.

    Brenn Garcia
    HGPMP

    ReplyDelete
  16. Great day sir!

    Thank you for posting again the guidelines to be done by each one of us. These serves as a reminder where in each of us should follow all these suggested guidelines. All are nothing without our self discipline towards our selves thru ABCD doctrine. Let us help & have unity with each other. Have faith at all times. Whatever circumstances that we encounter just face it don’t lose hope. Because once that we give up it could affect our moral. So just love what you do & serve the customer with a SMILE.


    Roshel F. Casillan
    SFC-Pangasinan

    ReplyDelete
  17. Thank you very much Sir Jorge from the learnings you've given to us this day. I have learned and realized the things i need to understand and to the things i needed to do especially here in work and ofcourse in sales.

    As a marketing, i will not lose hope to be a help in the improvement of our sales. Like what i have learned that i should think always positive.
    I will do all the command of my Senior with love and respect and happiness.
    I will do answer to all text and calls from here in office and to the head office. I will be honest to the company.

    Thank you very much Sir Jorge and Godbless you.




    Armida Christine S. Garcia
    CSS2 Trainee

    ReplyDelete
  18. Thank you for the posting of service etiquette it will be serve for me as a guide to success of our company.i will follow the rules and regulations by applaying do's in myself for the better of our work.be a proffesional... and always think positive whatever you do or think.in my Markeking i do not lose hope ,all my positive prospect i call or txt them just to followup so that it will be closure more better.

    ReplyDelete
  19. Thanks for your comments; each one of the sbu staff must sign in the comment box or hard copy to signify that they have read this very well

    ReplyDelete
  20. Communication is best for each of us.Through Communication we will do our work well. It is easy but we make hard if we don't. If there is mistake accept, believe that we will improve. Cooperate to achieve the best results and to dance with the music. Communication is learning. Let us communicate constantly and learn.

    Lyn of HGLUMP

    ReplyDelete

1. One of our beliefs is learning. It pays that you learn more to do more Just to survive you have to learn how forage in a forest or raise your food, catch prey

2. In order to discharge your job well, you have to learn your admin plan the process flow and standards.

3. To keep up with changes, you have to learn and read. There is no other way

4. signify that you have read by putting your name on this comment box. Every staff must: post the name on this comment box, or like, agree/will do. Your registering on this comment box is being graded under communication. Observe RRURAC: Read, Reflect, Understand, Realize (apply to reality) Apply, and Check (if it works)
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Read the posts on this site every AM talk. Many problems arise simply because people do not know what to do, because they did not read this site

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