Download - Client Interaction
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Client Interaction &
Email etiquette
Kesari Katakam
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Who is Client / Customer?
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Customer is the King
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Customer is THE BOSS
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Customer is GOD!
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Customer is ….
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Know your Customer
• Know the Customer Business
• Know the Customer Team
• Know the Customer Goals
• Know the Customer Project Plan
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Client’s Value Customer, being the owner of the Products and Services, has every right to Question / criticize / Demand / Be Skeptical and they are always Right !
Customers seek professional partnership with us and expect high levels of service excellence and quality delivery !
Being extra-Ordinary is the BASIC EXPECTATION!!!
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Consultant “Values”Be Honest
Be Genuine Be Proactive
Be Prompt Be Supportive Be Creative
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What does Client Request?
What does Client want ?
What does a Client Need?
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Customer Interaction• Have frequent meetings with customer .
• Prepare / Research / Have sufficient material.
• Represent your organization in your conversation .
• Project your team in a respectful way , Avoid Internal co-ordination gaps.
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Understand customer’s requirement “CAREFULLY “!!
Probe the customer by “ ASKING QUESTIONS AND CLARIFICATIONS “
Provide Alternative Solutions, Best Practices
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Agreement
As part of every Business discussion ,
-> Send a summary mail / Requirement Document / Minutes of Meeting to the customer and request them for the Review and confirmation .
-> Record every deviation of agreement in an appropriate way and let every stakeholder know about it.
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Email etiquette
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• Clarity of thought !
• Simple and Straight forward !
• Considering Target Audience Knowledge and Awareness and Interest!
• Answer all the questions/Concerns raised while replying.
REVIEW YOUR EMAIL BEFORE YOU CLICK SEND!!
Effective Communication
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Short Cut FOR A COMPLETE MAIL
• S - Subject • A - Addressing• P - Paragraphing_______________• A - Attachments• S - Signature• P - People
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• Why shouldn’t we change the Subject!!!
• Why should we Change the Subject
• When should we Start a New Mail
Subject
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Writing Tone and Style
• Avoid One liners . e.g: I completed the development, please test and provide feedback.
• Have the introductory statement e.g : Regarding the issues found in the program , Regarding the delivery of the new release.
• Be respectful always !! e.g: Could you …,
Kindly….,
• Do not write abbreviated words for customerse.g: FYI , FYA ...