Date: August 30, 2017

MEMORANDUM
TO: Dunder Mifflin Employees
Dunder Mifflin, Scranton
FROM: Toby Flenderson, Human Resources
Dunder Mifflin, Scranton
SUBJECT: New Expectations for Customer Interactions

Dear Dunder Mifflin Employees,

It has come to my attention that some employees have been engaging in unprofessional behavior
during customer communications both on the phone and in person due to the recent increase in
numbers of complaints to our Human Resources department. I ask that everyone please read this
memo I have compiled on guidelines, expectations, and remidners for what is appropriate and
inappropriate subject matter when conversing with potential and future customers.

Thank you,

Toby Flenderson
Human Resources

Guidelines Dos and Donts

Do not engage in any type of jokes, puns, or anecdote, that is innapropriate or unrelated
to conducting business
Do not refer to any potentially offensive speech or conversation matter
Do not engage in slander of competing companies, or salesperson(s) of any kind.
Do make sure official letters and emails regarding sales to substantial size clients are
approved by the Regional Manager before being sent

Expectations
Employees are expected to represent Dunder Mifflin at all times during professional
interactions, whether engaging with a fellow co-worker or customer
Employees are expected to keep a cool head and professional manner when speaking to
clients, regardless of the difficulties or frustrations directed at you from said client
Employees are expected to use their time at work efficiently, therefore speaking to clients
about anything other than the topic at hand is strongly discouraged

Reminders
Any employee engaging in unprofessional behavior during a customer interaction
will be held liable and puts themselves within proper cause for termination
 Using time at work inefficiently it not only a waste of company resources, but also a
waste your time and energy as an employee
Any inappropriate or offensive behavior while interacting with clients puts Dunder
Mifflin in liability for possible lawsuits, and termination of that employee is expected
Dunder Mifflin is a small regional paper company that clients choose primarily because
of its excellent customer service, we rely on being known for professionalism and
respect towards clients to make a profit and damaging this reputation damages the
company as a whole

Recommended Conversation Script

1. Greet client with a standard basic pleasantry:
a. Good Morning/Afternoon/ Evening
b. How are you doing today?
c. I hope youre doing well today, etc.
2. After a response, bring up the subject matter of the call immediately whether it be a sales
pitch, inquiry, or customer-complaint response
3. Answer any questions the client may have in a quick and precise manner, do not stray off
topic on tangents unrelated to the conversation topic
4. Conclude the conversation with stating the time and reason for the next point of contact,
if it applies
5. Give a final:
a. Talk Soon
b. Good Day
c. Goodbye, etc.

Any further questions or comments can be brought up to myself or another Human Resources
department member at any time, in Office 164 or by email at tflenderson@dundermifflin.com