Chapter 3: Communication with clients and team
Our policy is to answer the telephone by the 3rd ring. When answering the telephone, say:
Good Morning/Afternoon, Su & Co Chartered Accountants, this is [your first and last name] speaking. How can I help?
In Chinese: 早上、下午好。这里是SU
& CO柏诚注册会计师事务所，我是【你的名字】。有什么可以帮忙的吗？
Ensure that any client queries that cannot be answered immediately are resolved and the client advised of the outcome within 24 hours (or the next work day).
When writing to clients ensure that you use firm
stationery and templates. Make sure your
tone is friendly yet professional and that you include your name and contact
details
- Speak politely. As a minimum say 'please' and 'thank you' and use the person's name. Use an even, pleasant tone and avoid sarcasm.
- Always talk about a person as if they were present and listening to your conversation.
- Discuss personal problems in private.
- Apologise and make restitution if someone is upset by your actions.
- Greet and farewell people by name and with eye contact.
- Don't use an email when face to face communication is more appropriate
Describe the steps to arrange a meeting with a
Partner/Client Manager or other relevant team members and clients. This may include sending invitations,
booking rooms and equipment and how to notify clients of relevant details
We hold regular team meetings, usually on a Monday morning. The purpose of these meetings is to:
- Ensure we all understand what each other is working on and what the key priorities are
- Keep up-to-date with important legislative and other changes that we all need to be aware of
- Build positive team relationships, where we communicate well and understand the roles and challenges of others on the team, and how we can work together to be more effective
- Discuss any issues that affect the whole team
