Read the following extract and then answer the question below. Morati works in the Public Relations Department of the City Bank. The department is planning a customer relations workshop for front line bank staff. Morati has been assigned the responsibility of monitoring telephone skills among staff and to collect as much information as possible on this matter. This information will form part of the presentation on Effective Telephone Skills during the workshop. Below is a telephone conversation that Morati has overheard between a caller and Thato, a bank clerk in the Foreign Exchange Department. (Telephone rings five times before it is answered) Mpho: Hello! Caller: Is that the Foreign Exchange Department? Mpho Yes. What do you want? Caller: May I speak to the manager please! Mpho: (Silence for a full minute) Caller: Hello! Mpho: Hello, I am sorry he is still speaking on the other line. Would you like to hold on? Caller: Can I speak to his assistant please! Mpho: Let me try the managers line again (pause); Thank you very much. Please put them down here. (Whispering but audible to the caller) Caller: I beg your pardon! Mpho: Im sorry, I was speaking to the messenger. Hold on Ill connect you to the manager now. Explain in detail and with examples, any five mistakes that Mpho made, and in each case, write what she should have said or done right. (25 marks)