Client Communication 17

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1

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2 Client Call… WORRIED???

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3 Here are some tips………

Dealing with clients……..:

4 Dealing with clients…….. Dealing with any clients in services is an art. In the case of IT, we primarily deal with American  and UK  clients. It is useful to know how English language works with them. Some of us may hesitate to speak to the client, because we are not confident. ‘Practice makes you confident’ “Practice these tips…….”

Tips…..:

5 Tips….. Indian Context Do not write "the same" in an email - it makes little sense to them. Example - I will try to organize the project artifacts and inform you of the same when it is done        Int’nl Clients Context It is better written simply as: Example: I will try to organize the project artifacts and inform you when that is done

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6 Tips contd…. Indian Context Do not write or say, "I have some doubts on this issue"               …..We use this term ‘coz in Indian context the  word for "doubt“ and a "question" is the same. Int’nl Clients Context …. The term "Doubt" is used in the sense of doubting someone  The correct usage (for clients) is: I have few questions on this issue

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7 Tips contd…. Indian Context The term "regard" is not used much in American English. Int’nl Clients Context They usually do not say "regarding this issue" or "with regard to this". Simply use, "about this issue" .

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8 Tips contd…. Indian Context Do not say "Pardon" when you want someone to repeat what they said. Int’nl Clients Context The word "Pardon" is unusual for them and is somewhat formal. Therefore you can use “kindly repeat”

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9 Tips contd…. Indian Context Americans do not understand most of the Indian accent immediately Therefore try not to use shortcut terms such as "Can't" or "Don't". Int’nl Clients Context They only understand 75% of what we speak and then interpret the rest. Use the expanded "Cannot" or "Do not".

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10 Indian Context Do not use the term "screwed up" liberally. If a situation is not good, Do not use words such as "shucks“ or "pissed off". Int’nl Clients Context It is better to say "The situation is messed up". Tips contd….

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11 Int’nl Clients Context As a general matter of form, Indians interrupt each other constantly in meetings - DO NOT INTERRUPT a client when they are speaking. Over the phone, there could be delays but wait for a short time before responding. Tips contd….

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12 When explaining some complex issue, stop occasionally and ask "Does that make sense?". This is preferable than "Did you understand me?" Tips contd….

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13 Indian Context In email communications, use proper punctuation . To explain something, without breaking your flow use semicolons, hyphens or parentheses.        Int’nl Clients Context         Eg:-You have entered a new bug (the popup not showing up) in the defect tracking system; we could not reproduce it - although, a screenshot would help. (Notice that a reference to the actual bug is added in parenthesis so that the sentence flow is not broken. Break a long sentence using such punctuation). Tips contd….

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14 Indian Context When you say,      "I have mailed the information to you", it means you’ve sent an actual letter or package through the postal system.        Int’nl Clients Context In American English, a mail is a posted letter. An email is electronic mail. The correct usage is:       "I have emailed the information to you" Tips contd….

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15 Tips contd…. Indian Context To "prepone" an appointment is an Indian usage. Int’nl Clients Context There is no actual word called prepone. You can "advance" an appointment

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16 Indian Context In the term "N-tier Architecture" or "3-tier Architecture", the word "tier " is NOT pronounced as "Tyre". Int’nl Clients Context The correct pronunciation is "tea-yar". The "ti" is pronounced as "tea". Tips contd….

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17 Tips contd…. Indian Context The usages "September End", "Month End", "Day End" are not understood well by Americans. Int’nl Clients Context They use these as " End of September" , "End of Month“ or "End of Day".

Tips contd….:

18 Indian Context For time - when they say the time is…. Int’nl Clients Context "Quarter Of One” …. …. they mean the time is 1:15 . Better to ask them the exact time and time zone. Tips contd….

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19 Indian Context We commonly use the terms "Today Evening" "Today Night" " Yesterday Night" and "Yesterday Evening". Int’nl Clients Context These are not correct; "Today" means "This Day" where the Day stands for Daytime. Therefore "Today Night" is confusing. The correct usages are: "This Evening", "Tonight” " Last Night" and "Last Evening" . Tips contd….

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20 Tips contd…. Indian Context There is no word called "Updation" . Avoid saying "Updation". Int’nl Clients Context You “update” somebody. Eg:-You wait for updates to happen to the database.

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21 Tips contd…. Indian Context Do not say "Sir" . Do not call women "Madam" . Int’nl Clients Context When you talk to someone for the first time, refer to them as they refer to you. In America, the first conversation usually starts by using the first name. Therefore you can use the “first name” of a client.

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22 Tips contd…. It is usual convention in initial emails (particularly technical) to expand abbreviations , Eg: We are planning to use the Java API For Registry (JAXR). After mentioning the expanded form once, subsequently you can use the abbreviation.

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23 Tips contd…. Make sure you always have a subject in your emails and that the “subject is relevant” . Do not use a subject line such as HI  .

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24 Tips contd…. Indian Context Avoid using back, instead of "Back“ …. Int’nl Clients Context …Use "ago" . Back is the worst word for American. (For Days use "Ago", For hours use "before")

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25 Tips contd…. Indian Context Avoid using…. “BUT" … "YESTERDAY" … "TOMORROW" … Int’nl Clients Context Use… …. "However" . …. "Last day" . …. "Next day" .

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26 Tips contd…. Read English news papers Watch English Movies Watch International English News Channels Communicate in English to your colleagues while at work. ….These medium helps you to improve your diction as well as confidence.

Client Call…WORRIED???:

27 Client Call… WORRIED??? ….. Now, NOT ANYMORE…

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28 THANK YOU

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