Unit One

Daily Reception

Part A Background Information

When a new customer comes to a bank to inquire about something or do some business, it is always polite for a bank clerk to greet him or her with a smile.At this time, the clerk can use “Sir”, “Miss” or “Madam” to call him or her in place of his or her name.Be sure that it is not followed by either the first name or the last name.

As for an old customer, a bank clerk can often use “Mr.”, “Mrs.”, “Miss” or“Ms” followed by the last name.“Ms” is used either for a married or an unmarried woman.So when a bank clerk is uncertain whether to call a lady “Miss” or “Mrs.”, he or she may just call her “Ms”.

When a customer wants to see a manager, it’s necessary for a secretary to ask his or her name, title and purpose of coming.Usually, a customer is introduced to a manager, a junior to a senior.After introduction, there may also be a handshake, if it’s normal.As a rule, the manager reaches his or her hand to the customer, the senior to the junior.But very often the two would just smile and say “Hello” or “Hi” and then begin their conversation.