Client Interaction &

Email etiquette

Kesari Katakam

Who is Client / Customer?

Customer is the King

Customer is THE BOSS

Customer is GOD!

Customer is ….

Know your Customer

• Know the Customer Business

• Know the Customer Team

• Know the Customer Goals

• Know the Customer Project Plan

Client’s Value Customer, being the owner of the Products and Services, has every right to Question / criticize / Demand / Be Skeptical and they are always Right !

Customers seek professional partnership with us and expect high levels of service excellence and quality delivery !

Being extra-Ordinary is the BASIC EXPECTATION!!!

Consultant “Values”Be Honest

Be Genuine Be Proactive

Be Prompt Be Supportive Be Creative

What does Client Request?

What does Client want ?

What does a Client Need?

Customer Interaction• Have frequent meetings with customer .

• Prepare / Research / Have sufficient material.

• Represent your organization in your conversation .

• Project your team in a respectful way , Avoid Internal co-ordination gaps.

Understand customer’s requirement “CAREFULLY “!!

Probe the customer by “ ASKING QUESTIONS AND CLARIFICATIONS “

Provide Alternative Solutions, Best Practices

Agreement

As part of every Business discussion ,

-> Send a summary mail / Requirement Document / Minutes of Meeting to the customer and request them for the Review and confirmation .

-> Record every deviation of agreement in an appropriate way and let every stakeholder know about it.

Email etiquette

• Clarity of thought !

• Simple and Straight forward !

• Considering Target Audience Knowledge and Awareness and Interest!

• Answer all the questions/Concerns raised while replying.

REVIEW YOUR EMAIL BEFORE YOU CLICK SEND!!

Effective Communication

Short Cut FOR A COMPLETE MAIL

• S - Subject • A - Addressing• P - Paragraphing_______________• A - Attachments• S - Signature• P - People

• Why shouldn’t we change the Subject!!!

• Why should we Change the Subject

• When should we Start a New Mail

Subject

Writing Tone and Style

• Avoid One liners . e.g: I completed the development, please test and provide feedback.

• Have the introductory statement e.g : Regarding the issues found in the program , Regarding the delivery of the new release.

• Be respectful always !! e.g: Could you …,

Kindly….,

• Do not write abbreviated words for customerse.g: FYI , FYA ...