NAME: CHOONG CHEE LEONG

STUDENT ID: 051070262

CONTACT NO: 0195777971
EMAIL: CCL1_IP@STUDENT.WOU.EDU.MY
COURSE CODE: WUC103
COURSE NAME: ENGLISH FOR THE WORKPLACE
CLASS CODE: 5ENG1
TUTOR NAME: NG MIN HONG
ASSIGNMENT NO: TMA1

Evaluation of telephone conversation

Credit card centre: Citibank Berhad
Initial handling of call: Operator answered my call before second rings. Operator
identifies herself or himself in a polite and friendly way. I was put on hold about 30
second before transfer to the salesperson.
Telephoning skills of salesperson: Ms Mary Ng
Date & Time call was made: 1st February 2008 & 3.00pm
Strengths:
1. Answer the telephone before 2nd rings.
2. Operator conveyed the information regarding caller correctly to the salesperson.
3. She introduced herself in a polite and friendly way.
4. She didnt speak in monotone voice.
5. She knows banking products very well.
6. She speaking clearly, pronouncing words correctly and speaking distinctly.
7. She listened objectively by keeping open mind during conversation. Dont
prejudge. Do not guess what I will say next.
8. She rephrases what I said to verify the understanding of main points.
9. She didnt persuade me to apply something I didnt ask for.
Weaknesses:
1. She didnt put smile in her voice during conversation.
2. Chewing gum during the telephone conversation. The sound of consumption is
not pleasant.
3. She starts the every sentence with ugh.
4. Didnt answer the question I raised with information I needed.
5. Like to repeating question.
6. She didnt end the conversation by saying goodbye
7. Appear to rushing the conversation.
8. Use too much jargon in the conversation.
9. Use a minor mistake of grammar in the conversation.