Conference call Etiquette

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".


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“.


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")



Handling Difficult Callers

WHAT DO YOU SEE?

WHAT DO YOU SEE?

WHAT DO YOU SEE?

WHAT DO YOU SEE?

WHAT DO YOU SEE?


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


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


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 …”


Any Questions


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