Conference call Etiquette

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  • 1. Confidential | Copyright © Larsen & Toubro Infotech Ltd. Handling Client Calls Effectively
  • 2.  
  • 3. 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.
  • 4.
    • 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 - Professionalism
    • I - Inflection
    • C - Courtesy
    • T - Tone
    • U - Understanding
    • R - Rate
    • E - Enunciation
    Client Call Etiquette
  • 5.
      • When a client calls,
      • are you prepared?
  • 6. 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
  • 7. CLIP – Weekly Call Confidential | Copyright © Larsen & Toubro Infotech Ltd. 1. What went well? 2. What could have been better?
  • 8. During the call
    • 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.
    Do’s
  • 9.
    • 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.*
    During the call Don’ts
  • 10. 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
  • 11.
    • Some client call tips………
  • 12. Tips…..
    • 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.
    •       
    • 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
  • 13. 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
  • 14. 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
  • 15. 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
  • 16. 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
  • 17. Confidential | Copyright © Larsen & Toubro Infotech Ltd. Handling Difficult Callers
  • 18. WHAT DO YOU SEE?
  • 19. WHAT DO YOU SEE?
  • 20. WHAT DO YOU SEE?
  • 21. WHAT DO YOU SEE?
  • 22. WHAT DO YOU SEE?
  • 23. 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
  • 24. 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.
  • 25.
    • “ 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
  • 26. 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 …”
  • 27. Confidential | Copyright © Larsen & Toubro Infotech Ltd. Any Questions
  • 28. Confidential | Copyright © Larsen & Toubro Infotech Ltd. Thank You Our Business Knowledge, Your Winning Edge.