Pamphlet - Active offer: A culture of respect, a culture of excellence

I make sure I greet clients in person in both official languages at all times.

1. I provide a short greeting that is the same in both languages. This is an appropriate way to show that service is available in English and French, without exception. For example:
   • (in Quebec) Bonjour! Hello!
   • (elsewhere in Canada) Hello! Bonjour!
   • or
     (in Quebec) Bienvenue! Welcome!
   • (elsewhere in Canada) Welcome! Bienvenue!
2. I pause to let the client respond.
3. I continue to provide service in the official language of the client’s choice.

If I am unilingual, I know whom to contact to ensure that service is provided in a timely manner in the official language of the client’s choice.

1. I inform the client that another colleague will provide service.
   • (for a client who chooses English) One moment please. I will find a colleague who can help you.
   • or
     (for a client who chooses French) Un instant, s’il vous plaît. Je vais trouver un collègue qui peut vous aider.
2. I inform my colleague of the official language chosen by the client.

I make sure I answer the telephone in both official languages at all times.

1. I provide a short greeting that is the same in both languages. This is an appropriate way to show that service is available in English and French, without exception. For example:
   • Name of your institution in both languages, your name
     • (in Quebec) Agence des services frontaliers du Canada, Canada Border Services Agency, Étienne Côté
     • (elsewhere in Canada) Canada Border Services Agency, Agence des services frontaliers du Canada, Étienne Côté
   • or
     Bilingual greeting, your name
     • (in Quebec) Bonjour! Hello! Annie Bennett
     • (elsewhere in Canada) Hello! Bonjour! Annie Bennett
2. I pause to let the client respond.
3. I continue to provide service in the official language of the client’s choice.

If I am unilingual, I know whom to contact to ensure that service is provided in a timely manner in the official language of the client’s choice. For example:

1. I inform the client that I will transfer the call to a colleague.
   • (Client who chooses English) I am going to transfer your call to a colleague. One moment please.
   • or
     (Client who chooses French) Je vais transférer votre appel à un collègue. Un instant, s’il vous plaît.
2. I inform my colleague of the official language chosen by the client.

My recorded telephone message contains the same information in both official languages. For example:

• (in Quebec) Bonjour, vous avez joint la boîte vocale de (name) au (French name of department). S’il vous plaît laissez-moi un message et je vous rappellerai dans les plus brefs délais.
• and
  Hello, you have reached (name)’s voicemail at (English name of department). Please leave a message and I will get back to you as soon as possible.
• or
  (elsewhere in Canada) Hello, you have reached (name)’s voicemail at (English name of department). Please leave a message and I will get back to you as soon as possible.
• and
  Bonjour, vous avez joint la boîte vocale de (name) au (French name of department). S’il vous plaît laissez-moi un message et je vous rappellerai dans les plus brefs délais.

My telephone message for extended absences contains the same information in both official languages. For example:

• (in Quebec) Bonjour, hello. Je suis absent/absente du bureau et je serai de retour le (date). Veuillez me laisser un message ou communiquez avec (name of colleague), au (telephone number).
• and
  I am out of the office and will be back on (date). Please leave a message or contact (name of colleague) at (telephone number).
• or
  (elsewhere in Canada) Hello, bonjour. I am out of the office and will be back on (date). Please leave a message or contact (name of colleague) at (telephone number).
• and
  Je suis absent/absente du bureau et je serai de retour le (date). Veuillez me laisser un message ou communiquez avec (name of colleague), au (telephone number).

The signature block in my e-mail contains the same information in both official languages to show that service is available in English and French, without exception. For example:

My message for extended absences contains the same information in both official languages.

• (in Quebec) Bonjour, je suis présentement à l’extérieur du bureau. C’est avec plaisir que je vous répondrai à mon retour le (date). Si votre demande est urgente, veuillez communiquer avec (name of colleague) au (telephone number) ou par courriel à l’adresse (e-mail address). Merci.
• and
  Hello! I am currently out of the office. I will gladly reply to your message upon my return on ( date). If you require immediate assistance, please contact (name of colleague) by telephone at (telephone number) or by e-mail at (e-mail address). Thank you.
• or
  (elsewhere in Canada) Hello! I am currently out of the office. I will gladly reply to your message upon my return on ( date). If you require immediate assistance, please contact (name of colleague) by telephone at (telephone number) or by e-mail at (e-mail address). Thank you.
• and
  Bonjour, je suis présentement à l’extérieur du bureau. C’est avec plaisir que je vous répondrai à mon retour le (date). Si votre demande est urgente, veuillez communiquer avec (name of colleague) au (telephone number) ou par courriel à l’adresse (e-mail address). Merci.