Confidential | Copyright © Larsen & Toubro Infotech Ltd.
Handling Client Calls Effectively
Training Objectives
At the end of the session you will:
Know to provide effective client service over the phone
Use an effective, professional and reassuring
telephone voice
Gain client's trust using effective communication
techniques.
Prepare calls to ensure professionalism and
confidence.
Learn techniques to manage difficult clients
Establish the right words for positive and effective
communication.
It is essential in the impression created about your organization.
Good telephone skills helps build stronger relationships with everyone.
Your words – 14% and your PITCH – 86% P - ProfessionalismI - InflectionC - CourtesyT - ToneU - UnderstandingR - RateE - Enunciation
Client Call Etiquette
When a client calls,
are you prepared?
Check Preparedness
Prepare a clear agenda in advance for the
call
Send the dial-in number, pass code, and
instructions to all the concerned parties
Schedule should mention as per the
different time zones (if applicable)
Be ahead of time for the call
Find a quiet room
Use good equipment & test it
Have a contingency plan in place
All required data and figures need to be in
place before the scheduled start time of the
call
CLIP – Weekly Call
Confidential | Copyright © Larsen & Toubro Infotech Ltd. 7
1. What went well?
2. What could have been better?
During the call
Do’s Be on time to start on time Take a role call Stick to agenda Give a quick overview at the start of the call. Introduce all parties on the call. Get everyone involved* Pay attention. Take notes Be aware of the mute button Be professional Turn off your cell phone ringer, pager, etc. Limit or eliminate background noise as a caller Speak loudly and clearly Turn off call waiting Speak using a ‘normal’ tone of voice.
Don’t put the call on hold. Don’t interrupt* Don’t have side conversations. Don't let Anyone throw you off-track Don’t use slang words or poor language. Don’t assume everyone recognizes your
voice. Don’t multitask* Don’t allow the topic to wander. Don’t allow anyone to throw you off
track Don’t shuffle papers; scrape chairs,
pencil tap, hum or other distracting, noisy activities.*
Don’ts
During the call
Wrap Up
Wrap up in a call is as important as
the start of the call
Before ending the call review
conversation.
Let no one linger
Recap the main points of the meeting
Ask for any queries
Thank them for their time
Some client call tips………
Tips…..
1.Do not say "the same" during the conversation - 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
2. Do not 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.
1. It is better said simply as:
Example:
I will try to organize the project artifacts and inform you when that is done.
2. …. The term "Doubt" is used in the sense of doubting someone
The correct usage (for clients) is:
I have few questions on this issue
Indian Context Int’nl Clients Context
Tips…..
3. The term "regard" is not used much in American English.
4. Do not say "Pardon" when you want someone to repeat what they said.
5. Americans do not understand most of the Indian accent immediately. Therefore try not to use shortcut terms such as "Can't" or "Don't”.
6. Do not use the term "screwed up" liberally. If a situation is not good,Do not use words such as "shucks“ or "pissed off".
3. They usually do not say "regarding this issue" or "with regard to this". Simply use, "about this issue”.
4. The word "Pardon" is unusual for them and is somewhat formal. Therefore you can use “kindly repeat”
5. They only understand 75% of what we speak and then interpret the rest.
Use the expanded "Cannot" or "Do not.
6. It is better to say "The situation is messed up".
Indian Context Int’nl Clients Context
Tips…..
7. 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.
8. When explaining some complex issue, stop occasionally and ask "Does that make sense?".
This is preferable than "Did you understand me?“
9. It is usual convention in initial conversation to expand abbreviations,
E.g.: We are planning to use the Java API For Registry (JAXR).After mentioning the expanded form once, subsequently you can use the abbreviation.
Int’nl Clients Context
Tips…..
11. When you say, "I have mailed the information to
you", it means you’ve sent an actual letter or package through the postal system.
12. To "prepone" an appointment is an Indian usage.
13. In the term "N-tier Architecture" or "3-tier Architecture", the word "tier" is NOT pronounced as "Tyre".
14. The usages "September End", "Month End", "Day End" are not understood well by Americans
15. Avoid using…. “BUT" … "YESTERDAY" … "TOMORROW" …
11. 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
12. There is no actual word called prepone. You can "advance" an appointment
13. The correct pronunciation is "tea-yar". The "ti" is pronounced as "tea".
14. They use these as "End of September", "End of Month“ or "End of Day".
15. Instead use……. "However“.…."Last day".
….. "Next day“.
Indian Context Int’nl Clients Context
Tips…..
14. We commonly use the terms "Today Evening“, "Today Night""Yesterday Night" and "Yesterday Evening“.
15. There is no word called "Updation". Avoid saying "Updation".
16. Avoid using back, instead of "Back“….
14. 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".
15. You “update” somebody. Eg:-You wait for updates to happen
to the database.
16. …Use "ago". Back is the worst word for American.
(For Days use "Ago", For hours use before")
Indian Context Int’nl Clients Context
Confidential | Copyright © Larsen & Toubro Infotech Ltd.
Handling Difficult Callers
WHAT DO YOU SEE?
WHAT DO YOU SEE?
WHAT DO YOU SEE?
WHAT DO YOU SEE?
WHAT DO YOU SEE?
Confidential | Copyright © Larsen & Toubro Infotech Ltd.
Misconceptions during communication
People always listen to you when
you are speaking to them
When people say they’re paying
attention, they really are
Saying something over & over
ensures that your listener
understands
Saying something over & over loudly
will be even more effective than just
saying it over & over
Confidential | Copyright © Larsen & Toubro Infotech Ltd.
Handling Difficult Callers
Not all clients are alike
Exercise self control
Arguments never work.
Start with areas of agreement
Respect, value the differences in people
Ask calm and apt questions. Empathize with them.
Listen for understanding
Anticipate and voice the other person’s objectives
Don't interrupt immediately.
If someone is abusive, politely ask them to tone down his or
her language.
“I certainly understand what you are saying.”
“I hear what you are saying.”
“Let me explain.”
“Please keep in mind.”
“That’s a very good question; let me answer that for you.”
“If I may point out.”
“I’ll be glad to explain that to you.
Transition statements
Confidential | Copyright © Larsen & Toubro Infotech Ltd.
Phrases to be avoided
Similar to wrong tone and negative body language, wrong words can act a trigger for problems
Triggers might cause listeners to become more difficult
Ex :
• Have to - "You'll have to speak to the ________ department yourself"
• I can't or you can't - "I can't do anything about that" or "You can't do that"
• I'll try - "I'll try and speak to finance department today"
• But - "I agree with what you're saying but??.."
• Sorry - "I'm sorry about that”
• I don't know.
• Just a second.
• No.
• We can't do that.”
• You'll have to…” or “You should …”
Confidential | Copyright © Larsen & Toubro Infotech Ltd.
Any Questions
Confidential | Copyright © Larsen & Toubro Infotech Ltd.
Thank You
Our Business Knowledge,
Your Winning Edge.
Top Related