Effective office etiquette can help transform a company culture and can even result in the difference between business success and failure.

1. OFFICE
ETIQUETTES & MANNER
By: Asad Raza Qureshi

2. Asad Raza Qureshi
Global Citizen, Social Entrepreneur, Youth Activist.
MBA / BS-Telecom: University of Sindh, Jamshoro.
Manager at Storm fiber – Cyber Internet Pvt. Ltd Hyd:
asadali.qureshi@ymail.com +92 331 6206589
 “SDG’s Ambassador” 2019-2022, Youth Counselling & Development Network
Pakistan.
 Member 2018-Up to date “Surhan Social Welfare Association Nasarpur”
 Former Member 2017-19 “Youth Parliament Pakistan”.
 Tutor - 2017 @ Sophy Academy Nasarpur.
 Intern - 2017@ QEC University of Sindh, Jamshoro.
 Intern - 2015 @ PTCL Regional Office Hyderabad.
 Intern - 2014/15 @ Radio Pakistan Hyderabad.
 President 2010-13, District Hyderabad & City Nasarpur “Asgharia Student
Organization Pakistan.”

3. OFFICE
• 8-9 Standard Office Hours, at the discretion of management office hours
can differ for business related needs.
• Whenever possible, inform appropriate personnel when you will be away
from your office.
• When professional and productivity are compromised, flexibility can be
rescinded. Socializing (Cell Phones/Facebook/Other Personal Online
Activity) more than appropriate reduces your productivity and that of
your coworkers.
• Remember this is a professional work setting, even on casual days.

4. Grooming

5. Entrances & Exist
• Staff should observe guests approaching the
door and open in the direction in which it as
the guest walks through.
• Always open the door for the person behind.
• Staff should greet the guest as he/she passes
through the door.
• Walk at an even pace inside the Guest area
(Lobby, Restaurant), avoiding any sound of
the footsteps. Never run inside the guest area.
• Walk on the left hand side.
• If accompanying a guest, walk on his/her right
hand side and open the door for the guest.

6. Front Desk
• Always Smile.
• Speak Softly, Clearly and Politely.
• Always Give full attention and never say ‘Yes’
until you completely understand what he is
asking for.
• Always provide the guest with at least two
alternatives while solving a problem.
• should not argue with the guest.
• Personalize the conversation by using the
guest’s name whenever possible.
• Do not use jargon, slang and abusive language.
• Be polite on the telephone using relevant
expressions and phrases.
Customer’s
are Kings and
Kings are never left
unattended.

7. Positive Attitude
• Everyone is a representative of company.
• Job is appraised on keenness and willingness to
serve, this determines his job advancement,
promotion, increment and other benefits.
• A cheerful person spreads cheer and good will
where he goes; as a result work atmosphere is
pleasant and free of tension and overwork.
• A cheerful attitude towards colleagues is an
advantage because we would be able to obtain the
maximum cooperation and help from them.
• Through team spirit and team work efficiency is
increased, which implies more earning for
everyone.

8. Body Language Indicates
Brisk, erect walk Confidence
Standing with hands on hips Readiness, Aggression
Sitting with legs crossed, foot kicking slightly Boredom
Sitting, legs apart Open, relaxed
Arms crossed on chest Defensiveness
Walking with hands in pockets, shoulders Hunched Dejection
Hand to cheek Evaluation, thinking
Touching, slightly rubbing nose Rejection, doubt, lying
Rubbing the eye Doubt, disbelief
Hands clasped behind back Anger, frustration, apprehension
Locked ankles Apprehension
Head resting in hand, eyes downcast Boredom
Rubbing hands Anticipation
Sitting with hands clasped behind head, legs crossed Confidence, superiority
Open palm Sincerity, openness, innocence
What does your Body Language Indicate?

9. Body Language Indicates
Pinching bridge of nose, eyes closed Negative evaluation
Tapping or drumming fingers Impatience
Stepping fingers Authoritative
Patting/fondling hair Lack of self-confidence; Insecurity
Tilted head Interest
Stroking chin Trying to make a decision
Looking down, face turned away Disbelief
Biting nails Insecurity, nervousness
Pulling or tugging at ear Indecision
What does your Body Language Indicate?

10. In Office Services
• Welcomer goes ahead and leads the way.
• Tables are correctly set according to enterprise standards and are finished
to set according to the special customers’ requests.
• The waiter must not forget to offer mineral water or soft drinks.
• In time of ordering the waiter stands in front of the guest.
• Taking an order the waiter goes to everyone in a clockwise direction.
• It is always a courteous practice to ask if any other services are desired.
• Maintain a distance of at least two feet from the guests.
• Try to serve silently and insensibly.
• If something is not clear, the waiter must ask about customers' wishes
again.

11. Negative words or phrases Positive words or phrases
I don’t know I’ll find out
No What I can do is...
That’s not my job This is who can help you...
You’re right, it’s awful I understand your frustration
That’s not my fault I’m sorry
You want it when? I’ll do my best
I suppose I can
With all due respect I will
Be Positive

12. Why Do Customer’s Complaints?
• Bad service
• Unsatisfactory service
• Delayed service
• Issues not being handled seriously
• Rude and disinterested Staff
• Not getting the services promised
• Anything extra you can think of ?

13. Effects of Complaints
• Loosing the customer
• Loosing the opportunity to serve
the customer better
• Bad name for organization
• One unhappy customer stops 35
people approximately from his
friends and acquaintance from
using the service.

14. Handle / Resolve Complaints
• Do not argue with whom, who is complaining.
• Always listen with undivided attention.
• Never raise your voice and yell at the complainer.
• Be Objective and get all the facts.
• Try to put yourself at his place, show you are
concerned about the situation.
• Action should be taken.
• Determine exactly what the problem is.?
• Apologize
Overcome
Complain
With
E.A.S.E:
E.mpathise
A.ssess
S.olve
E.valuate