My presentation about communication

© 2011 LogiGear Corporation. All Rights Reserved

How to communicate with client effectively

Present by Duy Nguyen


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


Effective Communication is Crucial to all our roles


Why Communication Is Important?


Improving communication will make us more

Effective and Efficient


Always Remember


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


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?


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


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.


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.


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


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


Clearer Communication

Avoid ambiguous words Maybe, I think so, usually Tend to, sort of, kind of A lot of, very, pretty, really


More communication

Listen to the customer’s opening statementWrite down or input key pointsListen without interruptingGive the customers you’re helping your full attention


Email

Emailing Clients

How to email someone for the first time :

- Don't assume that they know you, or care to know you

- Write a one-online introduction setting the context, introducing yourself, and explaining your role

How to structure an email :- A clear subject line- Objective - State the problem- Suggest the solution- Call to action

If you are sending an email to executives, make it brief


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


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


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


Useful tips for using e-mail effectively

Helpful- Writing short email,

and to the point- Checking every

message for clarity and typos twice

- Having a clear request at the end

- Using simple language

- Responding promptly

Harmful Ignoring your company’s

email policies Being long-winded Sending large file that

clog the recipient’s e-mail box

Abusing e-mail, e.g passing on responsibility


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.


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!


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


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.


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!


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!


Tips

Hiding problems is :- The worse thing to do- Always a failure- Makes things worse


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


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


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.


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.


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!


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

Business

My presentation about communication