client communication
DESCRIPTION
Registered with Department of Charity Commissioner.TRANSCRIPT
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Client Call…WORRIED???
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Here are some tips………
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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…….”
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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 simplyas:
Example: I will try to organize the project artifacts and inform you when that is done
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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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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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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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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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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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Int’nl Clients Context
As a general matter of form, Indians interrupt each other constantlyin 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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When explaining some complex issue, stop occasionally and ask "Does thatmake sense?".
This is preferable than "Did you understand me?"
Tips contd….
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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 thedefect 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 sentenceusing such punctuation).
Tips contd….
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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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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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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 pronouncedas "tea".
Tips contd….
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Tips contd….
Indian Context
The usages "September End", "Month End", "Day End" are notunderstood well by Americans.
Int’nl Clients Context
They use these as
"End of September", "End of Month“ or"End of Day".
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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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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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Tips contd….
Indian Context
There is no word called "Updation". Avoid saying "Updation".
Int’nl Clients Context
You “update” somebody.
Eg:-You wait forupdates to happen to the database.
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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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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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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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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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Tips contd….
Indian Context
Avoid using….
“BUT" …
"YESTERDAY" …
"TOMORROW" …
Int’nl Clients Context
Use…
…. "However".
…. "Last day".
…. "Next day".
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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.
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Client Call…WORRIED???
…..Now, NOT ANYMORE…
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About usFederation of Industries is a Non-Profit-Non-Governmental organization (NGO), Registered with Department of Charity Commissioner. Federation of Industries offers its members a podium to collectively present their ideas, voice concern and offer suggestions on relevant issues. Federation is deeply committed to support its membership to increase competitiveness, enhance efficiency, improve productivity, and ensure growth and prosperity. It is also an representative body of Micro, Small and Medium Enterprises (MSMEs). Federation of Industries motto is to create an enabling environment for the development of MSMEs in today’s ever changing and extremely competitive industrial scenario. It does so with the aim to assist the membership to become cost effective, technology driven, and ever responsive to customers’ changing needs. It interacts with the policy authorities and industry associations to develop and maintain harmonious and conducive business conditions.
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