How to communicate with client          effectively       Present by Duy Nguyen                         © 2011 LogiGear Co...
Why we’re here to discuss             about communication? Figure out known issues while  communicating with our direct c...
Effective Communication is     Crucial to all our roles             © 2011 LogiGear Corporation. All Rights Reserved
Why Communication Is Important?              © 2011 LogiGear Corporation. All Rights Reserved
Improving communication   will make us more Effective and Efficient              © 2011 LogiGear Corporation. All Rights R...
Always Remember       © 2011 LogiGear Corporation. All Rights Reserved
What is a good communication   Clear   Credible   Concise   Consistent   Constructive   and Timely   Say what you m...
Prepare to communicate with client Be Prepare! Ask yourself :    Why are we having the meeting?    What questions will I...
Positive Communication Habits Make people feel special Demonstrate a positive attitude Communicate clear messages Show...
Attention to Reporting Details Make sure reporting standards expected by clients are  followed accurately and include ver...
Asking Questions In US Culture, no questions means you don’t understand. Asking questions correctly : Keep your questio...
Asking Questions Before answering a customer’s question, make sure you  understand it! Recap the question and ask a clar...
Forbidden Phrases I don’t know     Good question, let me look into that for you We can’t     That’s a tough one, let’s s...
Clearer CommunicationAvoid ambiguous words Maybe, I think so, usually Tend to, sort of, kind of A lot of, very, pretty,...
More communicationListen to the customer’s openingstatementWrite down or input key pointsListen without interruptingGive t...
EmailEmailing ClientsHow to email someone for the first time :- Dont assume that they know you, or care to know you- Write...
Top Ten Mistakes of Using emails Unclear subject line    Title should be clear, concise A poor greeting or no greeting a...
Top Ten Mistakes of Using emails                                      (cont’ed) Difficult to read Lack of clear request ...
Tips for Improving Written                                  Communication Know your audience    When it’s appropriate to ...
Useful tips for using e-mail effectively Helpful                   Harmful    Writing short email,      Ignoring your c...
How To Keep Them! Be Professional Always be courteous – Treat customers the way  you want to be treated as a customer. ...
How to Lose Them Keep them waiting Lack of communication     No-closing-the-loop     Go silent Give them the run-around...
Find a way to say “YES” Always try to find a way to say “YES” Never say “I don’t know”, say “I don’t  know but I will fi...
Remember You never tell or instruct a customer,  instead you always ask them Respect the Customer for what they  are. W...
Problems Problem will happen. …not IF, but WHEN We will be evaluated, and gain more  trust or lose trust NOT by the  pr...
Problems When a customer complains, look at it as  an opportunity to Improve The problem arises, recognize the problem  ...
Tips Hiding problems is :   The worse thing to do   Always a failure   Makes things worse                           © 201...
How to handle problem? First! Perfect communication! Even if the problem is “Fixed”, if there  is anything less than per...
How to handle problem? Step 1 : What is going on : Determine the  reason Step 2 : What caused it : Identify the Root  Ca...
Delivering bad news Do this right away! Waiting can be fatal Get Help. Use every communication tool you  have Be full...
Tricks! If you’re new…   “I’ll check with my superior. I want to   make sure I handle this correctly”   If you’re new to ...
What to do when the              customer still isn’t satisfied What happens when you cannot resolve the  problem to cust...
Remember At the end of customer interactions,  recap and summarize before you  finish the interaction. At the end of a  ...
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My presentation about communication

  1. 1. How to communicate with client effectively Present by Duy Nguyen © 2011 LogiGear Corporation. All Rights Reserved
  2. 2. Why we’re here to discuss about communication? Figure out known issues while communicating with our direct client Why communication is important? Deal with different kind of customers Improvement plan Tips © 2011 LogiGear Corporation. All Rights Reserved
  3. 3. Effective Communication is Crucial to all our roles © 2011 LogiGear Corporation. All Rights Reserved
  4. 4. Why Communication Is Important? © 2011 LogiGear Corporation. All Rights Reserved
  5. 5. Improving communication will make us more Effective and Efficient © 2011 LogiGear Corporation. All Rights Reserved
  6. 6. Always Remember © 2011 LogiGear Corporation. All Rights Reserved
  7. 7. What is a good communication Clear Credible Concise Consistent Constructive and Timely Say what you mean. Mean what you say. Do not promise something you can’t deliver Asking for clarification © 2011 LogiGear Corporation. All Rights Reserved
  8. 8. Prepare to communicate with client Be Prepare! Ask yourself : Why are we having the meeting? What questions will I be asked? What information do I have to bring with me? Do I need other help? Can I supply and talk about the information I think is needed? Do I have all this skill needed? Technical, people, English? © 2011 LogiGear Corporation. All Rights Reserved
  9. 9. Positive Communication Habits Make people feel special Demonstrate a positive attitude Communicate clear messages Show high energy – it will affect your communication Be aware of potential problems to work well under pressure © 2011 LogiGear Corporation. All Rights Reserved
  10. 10. Attention to Reporting Details Make sure reporting standards expected by clients are followed accurately and include very descriptive information Accuracy of reporting: i.e making sure that if we say we are 100% complete with a task, it is in fact true. If there is a blocking issues that prevents completion, that should be reported, but the completion percentage should reflect even when items not done due to blocking issues out of controls. Clarity of reports : they should give detailed information that provides a clear view as to what is being done. The more information you provide, the more questions you answer before they’re asked. More information is better than not enough. © 2011 LogiGear Corporation. All Rights Reserved
  11. 11. Asking Questions In US Culture, no questions means you don’t understand. Asking questions correctly : Keep your questions simple Use one type of questions (open/close), single idea If you don’t want to ask question or it doesn’t fit, try : “Tell me more”, “Tell me about”, “I’d like to get more information”… BE CAREFUL when asking a “why” question. i.e “Why do you want to do that?” may put your customer on the defensive. She might reply, “it’s none of your business”. Smiling and using a reflective or helpful tone indicates that you’re asking out of interest to learn more about your customer’s needs. Ask closed question to control the conversation  When you need short answers to clarify the information or need confirmation. © 2011 LogiGear Corporation. All Rights Reserved
  12. 12. Asking Questions Before answering a customer’s question, make sure you understand it! Recap the question and ask a clarification question rather than an answer. It’s better to ask another question than to answer the wrong answer. Also, never answer a question unless you’re sure your answer is accurate. It’s better to say “I don’t know, but…” than to give an answer that may be incorrect. If you do not know, say so; follow up with “I’ll find out for you” Try to give more than one word answer. No matter which questioning to give customers sufficient information to help them make decisions. Giving more than a one word answers : Build Trust Shows you know what you’re doing Gives options and choices © 2011 LogiGear Corporation. All Rights Reserved
  13. 13. Forbidden Phrases I don’t know Good question, let me look into that for you We can’t That’s a tough one, let’s see what we can do You’ll have to Here is how we can help you with that Hang on a second, I’ll be right back I’ll need to ask [s.o] to be sure, are you able to wait while I check into it?” No Find an alternative answer That’s not my job Let me find the right person who can help you with this. That’s not my fault Let’s see what we can do about this Calm Down / I want you to © 2011 LogiGear Corporation. All Rights Reserved
  14. 14. Clearer CommunicationAvoid ambiguous words Maybe, I think so, usually Tend to, sort of, kind of A lot of, very, pretty, really © 2011 LogiGear Corporation. All Rights Reserved
  15. 15. More communicationListen to the customer’s openingstatementWrite down or input key pointsListen without interruptingGive the customers you’re helping yourfull attention © 2011 LogiGear Corporation. All Rights Reserved
  16. 16. EmailEmailing ClientsHow to email someone for the first time :- Dont assume that they know you, or care to know you- Write a one-online introduction setting the context, introducing yourself, and explaining your roleHow to structure an email :- A clear subject line- Objective- State the problem- Suggest the solution- Call to actionIf you are sending an email to executives, make it brief © 2011 LogiGear Corporation. All Rights Reserved
  17. 17. Top Ten Mistakes of Using emails Unclear subject line Title should be clear, concise A poor greeting or no greeting at all Begin any email with a friendly salutation Using abbreviations not commonly understood Unnecessary CC of posting Sloppy grammar, spelling and punctuation Using all capital letters to make a point No closing or sign off The receiver might wonder if the mail is not finished or due to a network problem © 2011 LogiGear Corporation. All Rights Reserved
  18. 18. Top Ten Mistakes of Using emails (cont’ed) Difficult to read Lack of clear request Often email senders don’t know how to express themselves accurately or appropriately Senders think they’re being clear but receivers can not interpret specific questions or request © 2011 LogiGear Corporation. All Rights Reserved
  19. 19. Tips for Improving Written Communication Know your audience When it’s appropriate to use jargons (technical terms, abbreviation, local words…) Use tables, diagrams, bulleted list, etc. Edit : Spell check & Grammar check © 2011 LogiGear Corporation. All Rights Reserved
  20. 20. Useful tips for using e-mail effectively Helpful  Harmful Writing short email,  Ignoring your company’s and to the point email policies Checking every  Being long-winded message for clarity  Sending large file that and typos twice clog the recipient’s e- Having a clear mail box request at the end  Abusing e-mail, e.g Using simple passing on responsibility language Responding promptly © 2011 LogiGear Corporation. All Rights Reserved
  21. 21. How To Keep Them! Be Professional Always be courteous – Treat customers the way you want to be treated as a customer. Take each customer-problem seriously. When a customers have a concern or a complain, listen attentively and try to solve their problem yourself…, and as quickly as possible Follow through! Do what you must to solve the problem. Not every problem can be resolved the way the customer wants, but that doesn’t mean he/she should receive poor service Understand your customers’ needs and match those needs with correct solutions. © 2011 LogiGear Corporation. All Rights Reserved
  22. 22. How to Lose Them Keep them waiting Lack of communication No-closing-the-loop Go silent Give them the run-around Answer with “This is not my job”, “I just do what they tell me”, “We can’t do that”, and “Our policy”… Bad mouth the program, the organization or competiton Be un “uncaring” person Use the voice tone that says you don’t care Confuse them with inconsistent responses, tone, commitments or body language  Don’t Do These! © 2011 LogiGear Corporation. All Rights Reserved
  23. 23. Find a way to say “YES” Always try to find a way to say “YES” Never say “I don’t know”, say “I don’t know but I will find out for you” or … Phrases that upset customers : I Don’t know what to do I can’t help you We don’t do that We can’t do that © 2011 LogiGear Corporation. All Rights Reserved
  24. 24. Remember You never tell or instruct a customer, instead you always ask them Respect the Customer for what they are. When problems do happen, work toward solutions, get help. © 2011 LogiGear Corporation. All Rights Reserved
  25. 25. Problems Problem will happen. …not IF, but WHEN We will be evaluated, and gain more trust or lose trust NOT by the problem, but by how we handle it! © 2011 LogiGear Corporation. All Rights Reserved
  26. 26. Problems When a customer complains, look at it as an opportunity to Improve The problem arises, recognize the problem (communicate the problem, delivering the news, your attitude) Handling the problem (the fix, do it! Be reasonable, commitment) Follow-Up (Getting over it, changed attitude, re-building trust) Once you recognize a risk or problem.  Communicate it! © 2011 LogiGear Corporation. All Rights Reserved
  27. 27. Tips Hiding problems is : The worse thing to do Always a failure Makes things worse © 2011 LogiGear Corporation. All Rights Reserved
  28. 28. How to handle problem? First! Perfect communication! Even if the problem is “Fixed”, if there is anything less than perfect communication – the perception will be bad and trust will be lost! Make sure your attitude is never indifferent Response your customer quickly! You build credibility as a company by being responsive to your customers © 2011 LogiGear Corporation. All Rights Reserved
  29. 29. How to handle problem? Step 1 : What is going on : Determine the reason Step 2 : What caused it : Identify the Root Cause of the Problem Step 3 : What can I do : Rectify the situation (communication) Step 4 : What can I say : Acknowledge the problem (the fix) Step 5 : What needs to be done : fix what needs to be fixed © 2011 LogiGear Corporation. All Rights Reserved
  30. 30. Delivering bad news Do this right away! Waiting can be fatal Get Help. Use every communication tool you have Be fully prepared Be ready to provide solutions. Just in case, explain reasons for no quick fix. © 2011 LogiGear Corporation. All Rights Reserved
  31. 31. Tricks! If you’re new… “I’ll check with my superior. I want to make sure I handle this correctly” If you’re new to project, it’s alright to say so. Everyone has been new at a job, and customers will not only relate but will appreciate your honesty. Now is a good time to make sure you’re familiar with procedures. © 2011 LogiGear Corporation. All Rights Reserved
  32. 32. What to do when the customer still isn’t satisfied What happens when you cannot resolve the problem to customer’s satisfaction? After all else… What alternative solutions can you offer your client? What should you say to customers you can’t satisfy? When this happens, make sure to communicate tat you appreciate the customer’s point of view. State that you did your best, there is nothing more you can do, and you are sorry you were not able to work out a satisfactory solution. Get Help! Hopefully before you get to this point! © 2011 LogiGear Corporation. All Rights Reserved
  33. 33. Remember At the end of customer interactions, recap and summarize before you finish the interaction. At the end of a meeting – recap At the end of a phone call – recap At the end of a email – recap, list the action items or summary  To-Do list © 2011 LogiGear Corporation. All Rights Reserved
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