My presentation about communication

How to communicate with client
effectively

Present by Duy Nguyen
© 2011 LogiGear Corporation. All Rights Reserved

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 © 2011 LogiGear Corporation. All Rights Reserved

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
statement
Write down or input key points
Listen without interrupting
Give 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 © 2011 LogiGear Corporation. All Rights Reserved

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  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


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

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