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Client Call…WORRIED???

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Here are some tips………

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Dealing with clients……..

Dealing with any clients in services is an art. In the


case of IT, we primarily deal with American and
UK clients. It is useful to know how English
language works with them. Some of us may
hesitate to speak to the client, because we are
not confident. ‘Practice makes you confident’

“Practice these tips…….”

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Tips…..
Indian Context Int’nl Clients Context

Do not write "the same" in It is better written simply


an email - it makes little as:
sense to them.
Example - I will try to Example: I will try to
organize the project organize the project
artifacts and inform you of artifacts and inform you
the same when it is done when that is done

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Tips contd….
Indian Context Int’nl Clients Context

Do not write or say, "I have …. The term "Doubt" is


some doubts on this used in the sense of
issue" doubting someone The
correct usage (for clients)
…..We use this term ‘coz is:
in Indian context I have few questions on
the word for "doubt“ and this issue
a "question" is the same.

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Tips contd….
Indian Context Int’nl Clients Context

The term "regard" is They usually do not say


not used much in "regarding this issue"
American English. or "with regard to
this". Simply use,
"about this issue".

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Tips contd….
Indian Context Int’nl Clients Context

Do not say "Pardon" The word "Pardon" is


when you want unusual for them and
someone to repeat is somewhat formal.
what they said. Therefore you can use
“kindly repeat”

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Tips contd….
Indian Context Int’nl Clients Context

Americans do not They only understand 75%


understand most of the of what we speak and
Indian accent then interpret the rest.
immediately
Therefore try not to use Use the expanded
shortcut terms such as "Cannot" or "Do not".
"Can't" or "Don't".

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Tips contd….
Indian Context Int’nl Clients Context

Do not use the term It is better to say "The


"screwed up" situation is messed
liberally. If a situation up".
is not good,
Do not use words
such as "shucks“ or
"pissed off".

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Tips contd….
Int’nl Clients Context

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.
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Tips contd….

When explaining some complex issue, stop


occasionally and ask "Does that
make sense?".
This is preferable than "Did you understand
me?"

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Tips contd….
Indian Context Int’nl Clients Context

In email communications, Eg:-You have entered a


use proper punctuation. new bug (the popup not
showing up) in the
defect tracking system;
To explain something, we could not reproduce it
without breaking your - although, a screenshot
flow use semicolons, would help.
hyphens or parentheses. (Notice that a reference to the
actual bug is added in
parenthesis so that the
sentence flow is not broken.
Break a long sentence
using such punctuation).

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Tips contd….
Indian Context Int’nl Clients Context
When you say, In American English, a mail
is a posted letter. An
"I have mailed the email is electronic mail.
information to you", it
means you’ve sent an
actual letter or package The correct usage is:
through the postal "I have emailed the
system. information to you"

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Tips contd….
Indian Context Int’nl Clients Context

To "prepone" an There is no actual word


appointment is an called prepone.
Indian usage. You can "advance" an
appointment

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Tips contd….
Indian Context Int’nl Clients Context

In the term "N-tier The correct


Architecture" or "3-tier pronunciation is "tea-
Architecture", the yar".
word "tier" is NOT The "ti" is pronounced
pronounced as as "tea".
"Tyre".

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Tips contd….
Indian Context Int’nl Clients Context

The usages They use these as


"September End", "End of September",
"Month End", "Day "End of Month“ or
End" are not "End of Day".
understood well by
Americans.

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Tips contd….
Indian Context Int’nl Clients Context

For time - when they "Quarter Of One”….


say the time is…. …. they mean the
time is 1:15. Better
to ask them the
exact time and time
zone.

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Tips contd….
Indian Context Int’nl Clients Context

We commonly use the These are not correct;


terms "Today" means "This
"Today Evening" Day" where the Day
stands for Daytime.
"Today Night" Therefore "Today Night"
"Yesterday Night" and is confusing.
"Yesterday Evening". The correct usages are:
"This Evening", "Tonight”
"Last Night" and
"Last Evening".
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Tips contd….
Indian Context Int’nl Clients Context

There is no word called You “update”


"Updation". Avoid somebody.
saying "Updation". Eg:-You wait for
updates to happen to
the database.

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Tips contd….
Indian Context Int’nl Clients Context

Do not say "Sir". Do not call When you talk to someone


women "Madam". for the first time, refer to
them as they refer to you.
In America, the first
conversation usually
starts by using the first
name. Therefore you can
use the “first name” of a
client.

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Tips contd….
It is usual convention in initial emails (particularly
technical) to expand abbreviations,

Eg: We are planning to use the Java API For


Registry (JAXR).

After mentioning the expanded form once,


subsequently you can use the abbreviation.

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Tips contd….

Make sure you always have a subject in


your emails and that the “subject is
relevant”.

Do not use a subject line such as HI .

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Tips contd….
Indian Context Int’nl Clients Context

Avoid using back,


instead of "Back“…. …Use "ago".
Back is the worst word
for American.
(For Days use "Ago",
For hours use "before")

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Tips contd….
Indian Context Int’nl Clients Context

Avoid using…. Use…

“BUT" … …. "However".

"YESTERDAY" … …. "Last day".

…. "Next day".
"TOMORROW" …

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Tips contd….
Read English news papers
Watch English Movies
Watch International English News
Channels
Communicate in English to your
colleagues while at work.
….These medium helps you to improve your
diction as well as confidence.
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Client Call…WORRIED???

…..Now, NOT ANYMORE…


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