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„ Those who buy the product that our
company or our partner makes
„ Personnel representing customer(s) are
equally important as the customers
„ Are not the people that you can argue
with
„ 


 

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„ ’ost of the products are bought looking
at the support that is provided
„ Every product that was ever made
needs support
„ Support people are considered
TECHNOLOGY SPECIALISTS of the
product by the customer
 m 

  
 
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 m

 ×
 mHAT
 mHERE
 mHEN
 mHO
 mHY
 mHICH
 HOm
 À  m

  
„ Intended meaning of the
sender=perceived meaning of the
receiver
„ ’inimum cost in terms of resources and
time
 m    À  
m

  
„ Timing
„ Amount of Information
„ Credibility of the speaker
„ ’atch between the speaker and receiverƞs
beliefs
„ Appropriate language suited to the level of
audience
„ Oral more effective than Ɲwrittenƞ
 m 

 
3  
 î   
„ me use only one tenth of our memory
„ me use only one tenth of our listening
capacity
„ mithin 8 hrs we tend to forget 50% of what
we hear
„ me distort or Ɲcolorƞ what little we remember
„ Eventually we forget 90% of information
unless cued in by someone or something
      
„ Short Attention span
„ me filter what others say through different
screens
„ Our thinking speed is 4 times our listening
speed
„ me donƞt listen well to those we consider
ƥ Inferior
ƥ Unattractive
ƥ Not very credible
    
„ Speed of thought
„ manting to speak
„ Variant Views
„ Other things on mind
„ Assuming what is being said
„ External distractions
„ Day dreaming
„ Speakerƞs style of speaking
„ Poor presentation skills
„ Tiredness
 J   À  
  
„ Sit in ƝListeningƞ position
„ Remove internal & external distractions
„ Show the speaker that you are
interested
„ Concentrate and be patient
„ Empathize with the speaker
„ Ask Questions
 Ú  
   
 

„ ›e confident that this product is the best
„ Self--confidence makes customer to believe
Self
you and the product
„ ’ake a clear and simple welcome note when
responding to a customer
„ Use professional language either while writing
e-mail or speaking on the phone
 m 

 
 
À 
   m
„ ’ake the customer glad that they called
„ See them at ease
„ ›e patient and personal
„ Anticipate what the customer wants to
hear
„ ›e courteous
„ Ask how can I help
„ mhat you say is far less important than
how you say it
 Putting the call on Hold
„ Ask ƠƠCan/’ay
Can/’ay I Put on on holdơ
holdơ or
ƠCan/’ay you hold on for a momentơ
momentơ
„ Do not hold the customer for more than 1-
1-
2 minutes
„ In case the hold period is more convey the
customer the same
„ Once you have returned back to continue
ƠThanks for holdingơ
the call, Say ƠThanks holdingơ
 Transferring the call
„ Use the statements like
„ Ơm
   

     
  


ơơ
 mhen the recipient is not
available
Say statements like

ƠIƞm Sorry ’r. X is not here right now, I am

Y, how may I Assist Youơ
 J 
„ Defer Judgment
„ Listen Completely
„ Listen to the content
„ Listen for main idea
„ Avoid Side Tracking
„ Are affirmative
  
À 
Ú m
     


„ Identify yourself clearly

„ Ask if this is a good time to talk
„ ›e organized, Keep things ready for immediate
reference
„ Pay attention to your language
„ If your have to leave a Voice ’essage provide
Your phone number
„ Deal with distractions
     

„ Remember that the first call takes
priority
„ If someone is going to be listening to
your end of the conversation, let the
person on the phone know at the
beginning
„ Close the conversation on a polite note
„ In case of dialing a wrong number
ƠAPOLOGIZE SINCERELYơ
 ’
 
„ ƠYou are mhat your voice isơ ƛ On the
Telephone, your voice caries the
impression you generate
„ Speak distinctly into the mouth piece
with your lips one-
one-half inch way from it
„ Clients are not impressed if they have
to strain to understand what you are
saying
„ Give the impression you are wide
awake and alert that you are interested
in the person calling
 ’
 

„ Lip laziness affects clarity of speech.

„ Letters & Numbers play an important
role in telephonic conversations
„ A smile in your telephone voice is as
attractive as a smile on your face
„ Telephone speech should neither be too
fast not too slow.
  m
„ marmth
„ Enthusiasm
„ Caring
„ Committed
  m
„M call should be returned within
24 hrs
„ If the person is not available,
make sure your message is
taken/recorded
  m 
     

„ Can you explain me please?

„ Can you repeat that for me please?
„ mhat were you trying to do?
„ mere any changes done in the system
configuration?
„ Mre you the one who faced the
problem?
 î  
 

„ Do not get upset
„ Your behavior is your choice
„ Stay cool
„ ›e responsible
„ Think min
min--min
„ Listen without interrupting
„ Remember, they have right to complain
„ Mcknowledge their emotions
„ Mpologize for inconvenience
 î  
 

„ Take Mction
„ Empathize
„ Mccept 100% responsibility
„ Mdmit ’istakes
„ Set personal performance goals
„ ›e friendly and harmonious
„ Mppreciate the job (the work customer
does)
 m m
„ Thank the customer for calling
„ Check if we could address his problem
and cater his requirements
„ Give a closing statement like
†Ú   



 
 m

m Ú      
m  

„ How ’ay I help You

„ I am afraid
„ me appreciate your patience
„ Thank you for holding/waiting/calling
„ Have a great/good day
„ Is there anything else I can do for you
„ Please/yes please/thank you so much
 m 

 
À ’ À 
 J 

„ me do not communicate for ourselves, we

communicate for the receiver.
„ ›efore we commit to writing, the idea and
content must be organized
„ This involves the following:
„ mho am I writing to
„ mhat is the core message
„ Is this letter formal or personal
 Planning the communication
„ Content creation-
creation- Put down all points that come to
mind
„ Content elimination-
elimination- Eliminate those that are
repetitious or superfluous.
„ Content expansion-
expansion- Expand the remaining points-
points-
this should consist of the core issues.
„ Content sequencing-
sequencing- Put in order of importance.
 m

  


„ Opening
Opening-- Greetings and subject reference
„ Exposition
Exposition-- Contents/ main body of
information
„ Closing
Closing-- Signing off/ relationship building
 À
Ú×

„Use bullet points

(Telegraphic) in place of
essay--type commentary as far
essay
as possible
 
   

„ Persuasive
„ Request
„ Confirmation
 ’ 


„ Mccurate
„ ›rief
„ Clear
 Mccuracy
„ ’essage should be factually correct in
every detail
„ Double check dates, times, names and
numbers
„ Mlso means coming straight to the point
and being specific
„ ’ake sure the reader is aware of all the
facts and that nothing is omitted
  

„ Save the recipientƞs time by

keeping sentences short and simple
„ Mvoid long-
long-winded old
old--fashioned
jargon
 m 

„ Use everyday language that the
reader will understand.
„ Keep words plain and simple rather
than using fancy words and
elaborate phrases
 ×   Jm  
1. Come straight to the point
2. Create KISS able communications
3. Mdapt a positive attitude in your
messages
4. Mvoid irritating expressions
5. ›e Specific & Positive
6. Use active and not passive voice
 Ten Golden Tips

 Learn the difference between

modern business language and
old--fashioned jargon
old
 Come straight to the point
 Remember the KISS principle
 ›e positive
 Use active voice
 J 
 Learn the importance of structuring your
messages logically
 Empathize and make sure you use appropriate
tone in your messages
 If an e-mail is getting long and complicated, it
may be more effective to pick up the telephone
 mrite as it you are having a conversation with the
recipient
 ’ake sure all your e-mail messages follow CLEMR
guidelines
 "






 
 






 







 


  






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