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I …………………………………………………………………………. will endeavour to comply with the following core values of the
company and mandate.

Core Values & Mandate:

• I will use Sir & Madam at all times unless the customer insists otherwise.
• I will ask the customer how they are today.

• I will check back approximately every 30 seconds that a customer is okay to hold.
• I will take at least their name, post code & telephone number and add this to my diary and memo; I will also repeat

back the email address to the customer using the phonetic alphabet to prevent bounce backs.
• I will read the mandate at the end of every order (overleaf) word for word.

• I understand the term ‘hitting the ground running’ when transferring calls; I will ask their name, what they are calling

for & their post code where applicable. When receiving the call, I will address them by name and repeat the query to
the customer.

• I will not blag to the customer; it is okay to not know the answer. I will take all their details and do my best to get back
to them ASAP.

• I will ask if there is anything else I can help with.
• I will end the call by giving the customer my name, extension number & wishing them a good day/evening/weekend.

Employee Handbooks & Company Rule Highlights:

• Lateness & Absence – See page 6 Section B & Page 9 Section A – All absences & lateness must be notified to primarily

your line manager. If unavailable, you may contact alternatives as per the handbook. You must call in before 9am.
Text messages or emails are not an acceptable form of notification. Notification must be via telephone call personally.

• Confidentiality / Social Media – See Page 11 Section B & Page 15 Section J – No company information is to be disclosed
outside of work before or after your Employment. Posting any work-related material or information on social

networking sites or discussing work related material outside of work will not be tolerated.

Signed: Printed: Counter sign: Date:

…………………………………………. …………………..……………………. ……………………………. ……………………………..
Alpha Bravo Charlie Delta Echo Foxtrot Golf Hotel India Juliet Kilo Lima Mike November Oscar Papa Quebec Romeo Sierra Tango
Uniform Victor Whiskey X-ray Yankee Zulu

Mandate 1: STANDARD DELIVERIES B2B...

• CATERKWIK WILL DROP OFF THE EQUIPMENT OUTSIDE THE PREMISES; IT IS YOUR RESPONSIBILITY TO LOCATE THE ITEM INTO THE
PREMISES & ENSURE THE CORRECT SERVICES ARE AVAILABLE.
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Red Book Revision 7 12 November 2019
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