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THIVEYA SUZET

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Bob : ASSALAMUALAIKUM THIS IS DANIAL AIRCOND SERVICE ?

NYEL: WAALAIKUMUSALAM YES , THIS DANIAL WIREMAN CAN I KNOW WHAT YOU  WANT SIR ?

BOB : I LIKE YOUR SERVICE . CAN YOU REPAIR AIRCOND AT MY HOME?

NYEL : CAN YOU WAIT FOR A MOMENT  I WANT TO CONNECT  TO THE PERSON IN CHARGE.

BOB : OKEY I WILL WAIT .

NYEL : HELLO SIR MAY I KNOW WHAT IS YOUR AIRCOND PROBLEM  ?

BOB : I DONT KNOW EVEN WHAT IS THE PROBLEM .

NYEL: I WILL COME TO YOU HOUSE TOMORROW.

BOB: SURE , I WILL WAIT FOR YOU

NYEL:  MAY I KNOW YOUR ADDRESS?

BOB: YES I CAN, 56 LORONG 2 KAMPUNG PAK DARUS

NYEL: ANYTHING ELSE?

BOB.: NO , THAT’S IT THANK YOU

NYEL:  OK WELCOME

BOB :BYE

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RING….RING….RING

Alif            : hello , good morning my name is  alif

hardave  : hello ,good morning too my name is hardave can I          help you?

Alif             :yes sure,can I speak to mrs.william?

Hardave    : hold on for a moment I will connect to mrs William

Alif              :Ok

Hardave     : I am sorry that mrs. William are not around at the   moment , can I get your message and your number ?

Alif               :oh it  is  I will give my message  .you can come and repair the computer tomorrow at 10.00 am at kkss .can you ask mrs William  if  he got suitable time?  my number is 011  21501401

Hardave      : firstly you want to repair your computer at 10.00 am at kkss. Then, your number is 01121501401. ok  sir. Do you have any other messages sir?

Alif                 : no. I don’t have anymore.

Hardave        : ok  I will tell mrs william about your message . goodbye and have a nice day  sir

Alif                   : goodbye and thank you

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Ordering a Book

C : Hello and good morning, This is Syed speaking. Is this the Jungkook bookstore?  May I know whom am I talking to?

R : Hello and a very good morning, Yes you’re right. This is the bookstore and it is Nazrin you’re talking to. Is there anything that I can help you?

C : Yes, I would like to ask about a book. It is called “How to Fake Your Dies” by Prince. Do you have it?

R: Yes I think we have it.  But let me check with someone who’s in charge first. Would you please give me a few second?

C: Yes, take all the time you need. I’ll wait. (patiently waiting)

R: Hello? Are you still there?

C: Yes. What’s the news?

R: It’s your lucky day. I’m pleased to tell you that we have the book and it is the last one. You might need to quick on this one.

C: Really? Thank you so much. I really need the book. I’m gonna send you my details right after this call.

R: You’re welcome but you might want to leave your phone number because it’s easier for us to call you.

C: Yes, it’s 666 666 6666.

R: Thank you, Mr. WeedGuy will call you later. He’s the man who is in charge in sales management.

C: Alright, thanks for the great service. I will give a great feedback on Instagram.

R: Thank you for your patient and kindness. Have a nice day.

C: You too. Goodbye.

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Gringgggggg gringgggggggg, gringg gringggggg  !!!

Allison: Hello, peace be upon you. My name is Allison.

Firmino: Hello, peace be upon you too. Can I help you sir ?

Allison: I have a problem with my laptop.

Firmino: What is the problem on your laptop sir ?

Allison: The screen is dark after I press the on button . Can I speak with Mr Henderson ? to talk with her about my laptop problem. Can you wait for the moment, I will search for Mr Henderson.

Firmino: Sorry, Mr Henderson is outside the area to manage something. Tomorrow he will be at the office.

Allison: Can you leave your address ? because it is easier for me to come to your office tomorrow.

Firmino: Lot 456 Anfield Liverpool, London, United Kingdom. This is the company private number , you can call this number 1119080963 .

Allison: Oh thanks sir for the information that you give to me.

Firmino: Welcome sir, no problem because it is my responsibility.

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zul fahmi

zul hilmi

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Kumar And KArthik

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Suzet and Priya

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AMIRAH AND SUHAILI

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Rec : Good Moring I am Ariff Basri from  Celcom Centre

Cust : Ouh Good Morning I’m Nik Azim  Celcom Customer

Rec : Can I help you  Nik ?

Cust : Yes I have an  internet connection problem . With whom do I speak to about  my problem ?

Rec : Wait for moment I will connect your call to the person incharge

Cust : Thank you I will wait for it

Pers : Hello I’m a person incharge your problem My name is Zul

Cust : Alright , Mr Zul my internet connection in problem  I cannot browse my google and cannot watch youtube

Pers : Please give me your full name , number phone , and your address

Cust : Nik Azim Bin Talib , 012345679 , No 34 Laluan Hulu Bercham 7 , Bandar Lama 31400 Ipoh Perak

Pers : Thank you for your information I will try to fix your problem . Do you have any problem besides your internet line ?

Cust : No just line Connection Problem .

Pers : After I fix this problem I will call back in 2 hours .  Thank you for your call

Cust :  Welcome Mr Zul and thank you for your help

Pers : Alright Celcom always do the best for customer

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MUHAMMAD ZAIRIL SHAFWAN AND SYED MUHAMMAD FAQUL RADZI

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MUHAMMAD ZAIRIL SHAFWAN AND SYED MUHAMMAD FAQUL RADZI

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DIALOG TELEPHONE SKILLS ABOUT COMPUTER PROMBLEM

(RING RING RING RING TUT TUT TUT TUT) *TELEPHONE RINGING*

SYED: PEACE BE UPON TO YOU, AND GOOD MORNING  , I AM SYED MUHAMMAD FAQUL RADZI BIN SYED ISMAIL

ZAIRIL: PEACE BE UPON TO YOU TOO AND MORNING SIR, CAN I HELP YOU, SIR????

SYED: I HAVE PROBLEM WITH MY COMPUTER

ZAIRIL:OKAY SIR, CAN I KNOW WHAT IS THE PROBLEM???

SYED: I’M TRYING TO TURN IT ON BUT IT WON’T WORK...CAN I TALK TO MR. AMER?

ZAIRIL: SORRY SIR, MR AMER IS NOT AROUND AT THE MOMENT BECAUSE HE HAS  WORK OUTSIDE…SIR,CAN YOU LEAVE YOUR MESSAGE?

SYED: OUHHH I SEE, SURE…YOU CAN COME AND REPAIR THE COMPUTER TOMORROW AT 9 A.M

ZAIRIL: CAN YOU LEAVE YOUR PHONE NUMBER, ADDRESS. CAN YOU REPEAT YOUR NAME AGAIN????

SYED: SURE, 0195504251 IT IS MY PHONE NUMBER…NUMBER 14 ,C KAMPUNG MAKMOR AND MY NAME IS SYED MUHAMMAD FAQUL RADZI BIN SYED ISMAIL

ZAIRIL: OKAY SIR , DO YOU HAVE ANY OTHER MESSAGE???

SYED: NOTHING…THANKS FOR YOUR SERVICE AND PLEASE TAKE NOTE MY MESSAGE

ZAIRIL: OKAY SIR, THANKS AGAIN FOR CALLING OUR COMPANY…I WILL PASS YOUR MESSAGE TO MR AMER…

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ring...ring..ring,..

kesavan : Good evening,sir..is this domino's pizza;?

varmen : Good evening sir,yes it is domino's pizza,yes sir can i get your order please?

kesavan : yes sir..can i get a regular chicken pizza and regular cup of pepsi

varmen : hold on sir....im sorry sir.. we dont provide pepsi for now and today our menu re miranda,mango juice and milo for now.

kesavan : ok.sure then..give me a cup of milo..

varmen : ok..noted sir..do you want to order any other else sir?

kesavan :thats all..and thank you..

varmen : ok sir..thank you sir and hit up customer service with your star.enjoy your day sir...

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a)take note about the details , for example name  , phone number , address , company name , the messages
b)greeting , introduce about yourself . ask for help or about problem
c)dont use high tone , dont hang up the phone untill the massages are complete , dont talk nonsense.

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ANSWER:

a)ask her company name, name, a problem record detail & take her phone number

b)greetings first, introduce yourself & ask her problem

c)end up with thank you, behaving when you speaking with that person, make sure clearly when you talk

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zul hilmi
zul fahmi

1) take the companye name, phone number,date and thetime of call,details of the massage, verify the message ,and thank the customer.

2)pleasant tone of voice, greeting, introduce my self.

3)do not end the conversation call, dont use high tone.

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zul hilmi
zul fahmi

1) take the companye name, phone number,date and thetime of call,details of the massage, verify the message ,and thank the customer.

2)pleasant tone of voice, greeting, introduce my self.

3)do not end the conversation call, dont use high tone.

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1)greeting,take the phone number,asking the company name,record the caller detail,note down date and time of call,ask for name,get correct spelling of name,verify the message,thank the customer.
2)Talking politely to customer,ask for problem

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1)take the number,company name,record the detail caller,note down date and time of call,get correct spelling of name,verify the message and thanks the customer
2) Greeting,Introduce myself,pleasant tone of voice.
3) Don't use high tone,don't hang up the phone,give the best answer for the caller

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1. Greeting, ask her or he name, ask from which company,Pick up after three ring,detail from caller.

2.  introduce our self, must speak in pleasant,ask the reason for calling, greeting

3. don't talk rudely with the client, don't make many noise, focus on the call went the client is talking, don't make the caller wait too long, don't talk nonsense.

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MOHAMAD AIMAN AFFRI BIN MOHD PAROK
(A04SKE18F016

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MOHAMAD AIMAN AFFRI BIN MOHD PAROK
(A04SKE18F016

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ANSWERS FOR VIDEO 1

A)The details that we need to take when taking message from caller is the name of the caller,ask for his or her number.After that ask for the company name and then the date and the time that the caller call the receiver.

B)General rules when talking to the caller is greeting first then introduce yourself,after that ask for problem.Then speak and use voice gently and cheerful,be promptly.Beside that confirm back about the message and information that the reciver take.Lastly end the call by saying thank and bye.

C)Things we should not do is dont speak slowly and rude to the caller.And then we must confirm the message or information.Lastly we provide the reason for the call.

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Answers.
1)Greeting,Ask for his/her name,company name,contact number,record details from caller.
2)Greeting,Intruduce myself,plesant tone of voice.
3)Dont make caller wait for too long.
must be focus on their explanations,
Dont answer caller if in busy / noisy surrounded.

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Answers.
1)Greeting,Ask for his/her name,company name,contact number,record details from caller.
2)Greeting,Intruduce myself,plesant tone of voice.
3)Dont make caller wait for too long.
must be focus on their explanations,
Dont answer caller if in busy / noisy surrounded.

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NUR ALIYAH AMIRAH AND SYED MUHAMMAD FAQUL RADZI

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NUR ALIYAH AMIRAH AND SYED MUHAMMAD FAQUL RADZI

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a) take the phone number , company name, record the detail caller , note down date and time of call , get correct spelling of name , verify the massege and thanks the customer .
b) gretting , introduce my self ,ask the problem caller,use the correct tone.
c)don`t not make caller with for to long,syat focus in the conversation call,don`t answer caller if they bussy.

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A
1. NOTE DOWN DATE AND TIME OF CALL
2.ASK FOR NAME
3.GET CORRECT SPELLING OF NAME
4.ASK FOR COMPANY NAME
5.RECORD DETAIL OF THE MESSAGE
6.VERIFY THE MESSAGE

B.
1.SAY GREETINGS
2.IDENTIFY YOURSELF AND YOUR COMPANY
3.ASK FOR THE REASON OF CALLING

C
1.NOT ASK ANY QUESTION WHEN THE PERSON GIVE INFORMATION
2.DON'T TALK TOO NOISY
3.NON-DISCIPLINR

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A.FIR

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a

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A

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A.

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a

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A

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Greting, Ask for company details,Name with a correct spelling, Phone number,Record detail,  Verify message,Thank the customer.
2)Greting, Introduce our self,Respect the recipient, Explain about the problem.
3)Don't ask to caller to hold the call, speak in a clear tone, stay focus in the call, don't pick the call if you are busy.

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1)Answer by second ring, use cheerful tone of voice,identify yourself and your company,take the number,take notem the date and time of the call,get the correct spelling of the name,verify the message and thank the customer.

2)Answer by second ring and give greenting.

3)Do not ask the caller to hold on when they give messages,Just give conccerntation on the caller and dont answer the call from noise place

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a. The recipient need to take the number,company name and record the caller details,note down the date and time of the call,get the correct spelling of the caller name and verify the message. Finally, thanks the customer or caller.
b. Firstly, greet the caller and introduce yourself or the company you worked for. Next, Offer a help to the caller or get someone in charge to receive the complaint.
You must talk in pleasant voice and never delay the call. After all things settle, thanks the caller and end the call.
c. Do not prepare your message in advance. You must not speak slowly and clearly. Don't delay
,do not give your contact information ,talk nonsense and in informal way,rude.

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a)  The recipient need to take the number,company name and record the caller details,note down date and time of the call,get the correct spelling of the caller name and verify the message.
b) Greet the caller and introduce yourself or the company you worked for. Then, offer a help to the caller or get someone in charge to take the call
c) Don't make the caller wait for too long,stay focus in the conversation call,don't answer caller if they busy.

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a) take the number,company name,record the detail caller,note down date and time of call,get correct spelling of name,verify the message and thanks the customer
b)greeting , introduce yourself , ask your problem.
c) do not prepare your message in advance. do not speak slowly and clearly.
do not giveyour contact information , do not end with thank.

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Answer 
Nik A04SKE18F013
Ariff A04SKE18F02

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Answer 
Nik A04SKE18F013
Ariff A04SKE18F02

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1)Ask company name , Get number phone, Record details of the message , verify the message
, Answer by second ring
, use a cheerful tone of voice , identify yourself and your company , Note down date and time of call
, ask for name , get correct spelling of name
2) Geeting , Intro myself , ask what the problem
3) Prepare your message in advance , speak slowly and clearly , leave date and time , provide specific reason for your call number , give your contact information , end with thanks

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a)ask for company name,get contact number,record details of callers,get sure in message.

b)greeting,introduce self,pleasant tone of voice

c)do not make caller wait for too long,stay focus in the conversation call,dont answer caller if they busy

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1)take the number,company name,record the detail caller,note down date and time of call,get correct spelling of name,verify the message and thanks the customer
2)greeting,introduce my self,ask the promblem caller,use the correct tone
3)don't use high tone,don't hang up the phone,give the best answer for the caller

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zairil shafwan

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Video 2. Answer the following questions based on the video below.

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Video 2. Answer the following questions based on the video below.

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This is probably not how you should answer the phone.....

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Based on the video of telephone skills, answer the following questions:a) What are the details that you need to take when taking the message from the caller?b)What are the general rules that you have to follow when talking to the caller?c) List down the things you should not do when taking the messages during phone call.

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Based on the video of telephone skills, answer the following questions:a) What are the details that you need to take when taking the message from the caller?b)What are the general rules that you have to follow when talking to the caller?c) List down the things you should not do when taking the messages during phone call.

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https://www.youtube.com/watch?v=Nq65EmDpBA0

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Muhammad Alif Ikmal Bin Mohd Radzi

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MIOR MOHAMAD SYAHIR

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MIOR MOHAMAD SYAHIR

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SHARIFUL EIZWAN

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SUZET STM1

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KARTHIK

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Kesavan

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Kumaresan

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NORRIDZUWAN BIN MOHD KHAIZI

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Muhammad Alif Ikmal Bin Mohd Radzi

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MOHAMAD AIMAN AFFRI

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ariff basri

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NIK AZIM

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desscription

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PRESENTATION

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Syed stm 1

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DESCRIPTION

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ALIF AND HARDAVE SINGH

HARDAVE:Hai,my name is HARDAVE SINGH.

ALIF:Hai,my name is Alif.

HARDAVE:I see you need some help??

ALIF:ouwh sure I need some help,can you show a direction to go to museum??

HARDAVE:Yes can,First you must go straight ahead then you will find a traffic light then you take a left.

ALIF:Then??

HARDAVE:You will see a roundbout and take right

ALIF:Ouwh,Before that I got see a roundbout  over there.

HARDAVE: Beside museum  there have a library and you will reach the destination.

ALIF:Ouwh,thank you so much Hardave nice to meet you.

HARDAVE:welcome  and nice to meet you too.

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Kesavan:Please tell me how I get to your apartment?Varmen:Are you coming by car or by bus?Kesavan:I am coming by carVarmen:Please could you tell me the easiest way of getting to your apartment?Kesavan:Take the town bus and come at junction 5Varmen;Ok,then turn right at the roundabout and take the first left my house is on the left next to the local food storeKesavan:Is that the quickest way of getting to your apartment?Varmen:Yes,it in the quickest way by carKesavan:Would you draw me a map please.I don’t know the areaKesavan:YesVarmen:thanks

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Kesavan:Please tell me how I get to your apartment?Varmen:Are you coming by car or by bus?Kesavan:I am coming by carVarmen:Please could you tell me the easiest way of getting to your apartment?Kesavan:Take the town bus and come at junction 5Varmen;Ok,then turn right at the roundabout and take the first left my house is on the left next to the local food storeKesavan:Is that the quickest way of getting to your apartment?Varmen:Yes,it in the quickest way by carKesavan:Would you draw me a map please.I don’t know the areaKesavan:YesVarmen:thanks

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priya
\

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Kesavan:  Please tell me how I get to your apartment?

Varmen:  Are you coming by car or by bus?

Kesavan:  I am coming by car

Varmen: Please could you tell me the easiest way of getting to your apartment?

Kesavan: - Take the town bus and come of at junction 5

Varmen-  OK, then turn right at the roundabout and take the first left my house is on the left next to the local food store.

Kesavan: Is that the quickest way of getting to your apartment?

Varmen: -Yes, it is the quickest way by car.

Kesavan: Would you draw me a map please I don't know the area.

Kesavan:  Yes.

Varmen: Thanks.

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SHAHARIL: HI AMER, HOW ARE YOU ?

AMER: HI SHAHARIL, IM GOOD, HOW ABOUT YOU ?

SHAHARIL :YEAH, IM GOOD.

AMER: EXCUSE ME SHAHARIL, CAN I ASK YOU SOMETHING ? DO YOU KNOW WHERE IS THE PETROL STATION ?

SHAHARIL: YES, I KNOW ONE OF PETROL STATION NEARBY OUR PLACE.

AMER: CAN YOU SHOW ME THE DIRECTION TO THE PETROL STATION ?

SHAHARIL: SURE, FIRSTLY YOU MUST GO OUT OF OUR PLACE AND YOU TURN RIGHT.

AMER: OKAY THEN ?

SHAHARIL: AFTER THAT YOU JUST KEEP GOING UNTIL YOU SEEN A HOSPITAL ON THE RIGHT, AND YOU WILL SEE A (T) JUNCTION AND YOU SHOUD TURN LEFT.

AMER: WHERE SHOULD I GO AFTER TURN LEFT ?

SHAHARIL: YOU JUST CONTINUE STRAIGHT AHEAD UNTIL THE TRAFFIC LIGHT AND THE PETROL STATION JUST BEHIND THE TRAFFIC LIGHT.

AMER: OH REALLY? THANKYOU SO MUCH SHAHARIL

SHAHARIL: MOST WELCOME AMER

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tan shun hua
ravindran

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Nik: Hye bro

Ariff: Yoww broo

Nik: My name is Nik Azim

Ariff: Ouh my name is Ariff nice to meet you

Nik: Nice to meet you too

Ariff: Can I help you ?

Nik: Yeay I want go to Lost World Of Tambun but  I don’t know the way

Ariff: I know the way go to Lost World

Nik: Can you show how to Lost World

Ariff: Firstly , You go straight a traffic light and see Kfc at the right side

Nik: After I’m found the Kfc  ? I go to straight or right ?

Ariff: Still go straight and then you will found grave chienes

Nik: Ouh yeay after that ?

Ariff: And then turn left and you can see Bukit Bangkong

Nik: After I see Bukit Bangkong where I have to go ?

Ariff: You must go left you will find the gate Lost World Of Tambum and you found the destination

Nik: Thank you for your help Ariff I hope I found the destination

Ariff: Welcome Bro

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DIRECTIONS

Hanzalah : hi, excuse me can you help me?

Danial : yes, how can I help you?

Hanzalah : my name is hanzalah. I would like to visit my friend. But I think I got wrong direction.

Danial : if I may now, what’s your friend address ,sir?

Hanzalah : This is his address. He lives in taman muhibbah sungai siput

Danial : well, that place is not at this street , you went to the wrong direction

Hanzalah : hmmmm… could you show me how to get there?

Danial : Once you are on taman makmur , go straight , past the petrol pam. Take the left at the traffic light and continue going straight. In 100 or 200 meter, you have reach the destination.

Hanzalah : thank you sir, what’t your name?

Danial : my name is danial

Hanzalah : okay danial, you are so kind . see you again goodbye

Danial : okay goodbye