Professional Documents
Culture Documents
m
Those who buy the product that our
company or our partner makes
Personnel representing customer(s) are
equally important as the customers
Are not the people that you can argue
with
m
ost of the products are bought looking
at the support that is provided
Every product that was ever made
needs support
Support people are considered
TECHNOLOGY SPECIALISTS of the
product by the customer
m
m
m
×
mHAT
mHERE
mHEN
mHO
mHY
mHICH
HOm
À
m
Intended meaning of the
sender=perceived meaning of the
receiver
inimum cost in terms of resources and
time
m
À
m
Timing
Amount of Information
Credibility of the speaker
atch between the speaker and receiverƞs
beliefs
Appropriate language suited to the level of
audience
Oral more effective than Ɲwrittenƞ
m
3
î
me use only one tenth of our memory
me use only one tenth of our listening
capacity
mithin 8 hrs we tend to forget 50% of what
we hear
me distort or Ɲcolorƞ what little we remember
Eventually we forget 90% of information
unless cued in by someone or something
Short Attention span
me filter what others say through different
screens
Our thinking speed is 4 times our listening
speed
me donƞt listen well to those we consider
ƥ Inferior
ƥ Unattractive
ƥ Not very credible
Speed of thought
manting to speak
Variant Views
Other things on mind
Assuming what is being said
External distractions
Day dreaming
Speakerƞs style of speaking
Poor presentation skills
Tiredness
J
À
Sit in ƝListeningƞ position
Remove internal & external distractions
Show the speaker that you are
interested
Concentrate and be patient
Empathize with the speaker
Ask Questions
Ú
e confident that this product is the best
Self--confidence makes customer to believe
Self
you and the product
ake a clear and simple welcome note when
responding to a customer
Use professional language either while writing
e-mail or speaking on the phone
m
À
m
ake the customer glad that they called
See them at ease
e patient and personal
Anticipate what the customer wants to
hear
e courteous
Ask how can I help
mhat you say is far less important than
how you say it
Putting the call on Hold
Ask ƠƠCan/ay
Can/ay I Put on on holdơ
holdơ or
ƠCan/ay you hold on for a momentơ
momentơ
Do not hold the customer for more than 1-
1-
2 minutes
In case the hold period is more convey the
customer the same
Once you have returned back to continue
ƠThanks for holdingơ
the call, Say ƠThanks holdingơ
Transferring the call
Use the statements like
Ơm
ơơ
mhen the recipient is not
available
Say statements like
m Ú
m
Opening
Opening-- Greetings and subject reference
Exposition
Exposition-- Contents/ main body of
information
Closing
Closing-- Signing off/ relationship building
ÀÚ×
Persuasive
Request
Confirmation
Mccurate
rief
Clear
Mccuracy
essage should be factually correct in
every detail
Double check dates, times, names and
numbers
Mlso means coming straight to the point
and being specific
ake sure the reader is aware of all the
facts and that nothing is omitted
^