apac

Marisa Ortiz
1
Fanatical Support to
Asia-Pacific (APAC) Customers
June 2012

RACKSPACE® HOSTING | WWW.RACKSPACE.COM
About Your Instructor
Marisa Ortiz
• Experience
• Over 7 years of professional training experience
• Internships with the & the
• Education
• Academic experience in Mexico France and Kuwait
• BA in French and Political Science from
• MA in International Relations from
• Rackspace History
• Started 01/07 as APAC 3rd shift Managed Account Manager
• 07/08 transitioned to Support Ops Training for coordination and onboarding
• 01/10 joined Human Resources
• 01/12 joined Racker Engagement

Session Roadmap
Introduction
Pre-test:
•Geography exercise
•Multiple-choice quiz
Debrief of Cultural Aspects Impacting
Fanatical Support
Asia
•South Asia
•China & Hong Kong
•Singapore
Pacific Islands
•Australia/New Zealand
Post-test
Singaporean customer service
Chinese President Hu Jintao with Indian Prime Minister Singh

Countries We Serve in ASIA
• Asia
 Bangladesh
 China
 Hong Kong
 India
 Japan
 Malaysia
 Pakistan
 Seychelles
 Singapore
 South Korea
 Sri Lanka
 Taiwan
 Thailand
 Vietnam
• Pacific Islands
 Australia
 New Zealand
4

5
• Rackspace is Global!
• Location of our Datacenter and offices
• No culture is monolithic
• APAC customer facts
• Over 764 businesses
• $6,712,344 of MRR!
Introduction

6
PRE-TEST Guidelines
1.No cheating
2.No talking to one another
3.No typing or cell phone internet
4.You will be given 15 minutes to
complete front and back pages
5.Locate countries in the map with
the corresponding number
6.Once time’s up, exchange your
test with someone else for
grading

On the blank Asia Map, locate the following countries by marking each
with the appropriate corresponding number.
7
You have
10 minutes!
1. Pakistan
2. New Zealand
3. Vietnam
4. Singapore
5. Japan

PRE-TEST Quiz Answers
• What South East Asian country has never been a
colony?
– Thailand
• Which of the following countries belong to the
Indian sub-continent?
– Bangladesh
• Which are the official languages in India?
– Hindi, English & over 13 more Indian-state languages
–
• Which Southeast country consists of two separate
islands?
– Malaysia
• If an Australian customer calls you a ‘hard case’,
what does he mean?
– That I am very funny
• What kind of government is found in New Zealand?
– Constitutional Monarchy
8

9
1. Pakistan
2. New Zealand
3. Vietnam
4. Singapore
5. Japan

10

11

12
Review:
Cultural Aspects Impacting Fanatical
Support
•Emphasis on Deal
•Formality
•Expression & Communication Styles

13
Emphasis on Deal With Relationship-focused customers, you
should never make initial contact without any
previous relationship or connection. Having an
introduction or referral is essential.
• Relationship-Focused
• Latin America
• North Africa and Middle East
• Sub-Saharan Africa
• Asia
• Moderately Deal-Focused
• UK
• South Africa
• Latin Europe
• Central and Easter Europe
• Hong Kong & Singapore
• Deal-Focused Customers
• Nordic and Germanic Europe
• US and Canada
• Australia and New Zealand
U.S. President Barack Obama with Japanese
Prime Minister Taro Aso in February 2009/

14
Formality
• Formal Region in Business
• Most of Europe and Asia
• Mediterranean & Middle East
• Africa
• Latin America
• Informal
• Australia
• New Zealand
• US
• Canada
• Denmark
• Norway
• Iceland
Formal Customers:
Make sure you show respect
for hierarchy, status & titles
Pakistan Rangers
Director General,
Major General Mian
Mohammad Hilal
Hussain offers sweets
to Indian Border
Security Force Deputy
Inspector General
Sanjeev Bhanot on
the occasion of
Pakistan's 64th
Independence Day at
Wagah border
Etihad's
James
Hogan sees
plenty of
benefits in a
closer tie-up
with Virgin
Australia's
John
Borghetti

15
Expression and Communication Styles
• Very Expressive!
• Mediterranean & Middle East
• Latin Europe
• Latin America
• Variably Expressive
• US & Canada
• Australia & New Zealand
• Eastern Europe
• South Asia
• Africa
• Reserved Customers
• East and Southeast Asia
• Nordic & Germanic Europe
Australian Tennis Fans
Japanese Students
Indians celebrate in Mumbai
after the home team won
the World Cup cricket
semifinal match against
Pakistan

The Indian Subcontinent
• Islamabad
• New Delhi
• Agra
• Mumbai
• Hyderabad
• Calcutta
• Bangalore
• Chennai
• Colombo
• Kathmandu
• Dhaka
• Thimphu

19

20
Fanatical Support to Indian Customers
• People
• Culturally diverse; secular country
• Contemporary Indian society at crossroads
• Fatalism; concept of karma
• Importance of people and family
• Communication Style
• The word “no”
• Subtle, indirect & implicit communication
• Hindi & English official
• State languages
• Best conversation starters:
food, Bollywood and Cricket
Bollywood Movie Poster

Business Behavior
• Collectivism; strong sense of community
• Jugaad; thinking outside the box
• Personal feelings form base of truth
• Decision-making on status & hierarchy
• Time is not money
• Negotiation
• Establish relationship before starting
• Build safety margin opening position
• Bazaar tough negotiation!
• Explain offering to full extent
21
Fanatical Support to Indian Customers
Indian Executive walks by Mumbai
Stock Exchange
Indian Sales Executives in
Mobile Industry
Indian family working together

22

23
• Basic Concepts
• “Guanxi” – connections
• “Mianxi” – face, reputation, dignity
• “Keqi” – modesty, humility
• “Laoban” – hierarchy respect
• Very formal address; name structure
• No humor, only for saving face
• Avoid using the word “no”
• Silence is a virtue
• Cantonese & Mandarin languages
• Business Behavior
• Patience and sincerity
• Respectful treatment at all times
• Very ‘how to’ type of customer
• Group Consensus
• Negotiation Approach
• Legal Contracts as expression of intent
• Slow and tedious process
• May express anger putting pressure
• HK, straightforward to the point deals
Shang Hai
Hong Kong
China and Hong Kong

24

Fanatical to Singaporeans
• People and Country
• International financial center
• One of the wealthiest nations in Asia; well-educated
people
• Desc. Chinese, Malay Peninsula, Sri Lanka, & Indian
subcontinent
• English, Mandarin, Malay, Tamil official languages
• Buddhism, Islam, Christianity, Hinduism most popular
faiths
• Subtle communication
• Asian listening etiquette, count to 10
• 3 forms of addressing: Chinese, Malay and Indian
• “How are you?” and “How is business?”
• Always use humility in your words
25
Singapore City
Sri Mariamman Temple Buddhist Temple of One
Thousand Lights

Fanatical to Singaporeans Continued…
26
Business Behavior
•Professional and respectful
demeanor at all times
•Concept of ‘saving face’: avoid
challenging, correcting,
disagreeing with superior in front
of others
•Refrain from showing emotions
Negotiation Approach
•Build a strong relationship; non-
transferrable
•Politeness is key to success; be
patient
Korea's President Lee
Myung-Bah and Teng
Theng Dar, CEO
Singapore Business
Federation at the Asia
Pacific Economic
Cooperation CEO
Summit Suntec
Singapore
International
Convention &
Exhibition Centre
Singapore’s
Business Class
Airline
Commercial

27
Fanatical Support to Japan - 熱狂的

Japan - 熱狂的
Basic Concepts
• Asian concepts of face, privacy, hierarchy
• “Wa” – harmony, loyalty, politeness, cleanliness
• “Gaijin” – welcomed foreigners
• “Gaman” – enduring patience
• Introductions: “how are you” state name, title & relationship
• Name structure, ‘san’, use of titles and last names
• Silence is a virtue, cultivate it
• Let Japanese initiate conversation
• “No” – “Yes” – “Maybe”
• Build rapport, speak quietly, never lose temper
• Group oriented; slow decision-making
• Build trust before trying to sell
• Mirror rank; director: director
• Long-term results
• Sloppy presentation=sloppy product
28
Business Behavior
• Provide 2-week notice & agenda to prepare for calls
• Communicate big picture to Japanese prospect
• Displaying awareness of culture is rewarded
• If possible, bring in manager to deliver bad news
• Formal business, careful humor, never use sarcasm!

30

31
Fanatical Islands – Australia and New Zealand
• People
• Extremely egalitarian (degrees, wealth,
position)
• Never confuse Aussies with Kiwis, historic
rivalry
• Use full names initially
• No small talk
• Expect words interpreted literally
• ‘mate’ (friend); ‘hard case’ (funny person)
• Verbally quiet but direct; get to the point
• Frank, straight-forward speech and vigorous
argument
• Show achievements with action; not speech
• Be prepared to be asked about politics
Sidney, Australia
Reed Business Information – Intensive Customer
from Australia

Australia & New Zealand
Continued…
• No bargaining, only realistic bids
• Avoid hype and ostentation
• Focus on honesty & forthrightness
• Delayed decision-making, egalitarian
approach
• Business Behavior
• Value group achievement, not
individual
• Time is less rigid than in the US
• Body noises are very rude
• Avoid comparing cultures
• Rejection towards “workaholics”
• December and January are summer
months, people time much time off
work
32

POST-TEST Guidelines
33
1. No cheating
2. No talking to one another
3. No typing or cell phone internet
4. You will be given 15 minutes to
complete the test
5. When done, please turn in the
test to the instructor

34
Resources
• Conaway, Wayne. “Doing Business Around the World”
• Gesteland, Richard. “Cross-Cultural Business Behavior, Marketing,
Negotiating and Managing Across Cultures”
• Graham, John L. “The Chinese Negotiator”; Harvard Business Review on
Doing Business in China
• Kumar, Rajesh. “Doing Business in India”
• Morrison, Terri. “Kiss, Bow, or Shake Hands: How to Do Business in Sixty
Countries”
• Murray, Mary. “Asian Business Customs & Manners”
• Perkowski, Jack. “Managing the Dragon: How I’m Building a Billion-Dollar
Business In China”
• Sabath, Ann Marie. “International Business Etiquette: What you need to
know to conduct business abroad with Charm and Savvy”
• Williamson, Andrew. “The Chinese Business Puzzle: How to Work More
Effectively with Chinese Cultures”
• Time Zone converter: http://www.timezoneconverter.com/cgi-bin/tzc.tzc
• How to dial to other countries:
http://www.timeanddate.com/worldclock/dialing.html?p2=111

apac

Recommended

Recommended

More Related Content

Similar to apac

Similar to apac (20)

apac