[spb_column width="1/1" el_position="first last"] [spb_text_block pb_margin_bottom="no" pb_border_bottom="no" width="1/1" el_position="first last"]

<span style="color: #173866;"><strong>Case on Business Communication</strong></span>
<p style="text-align: justify;">A Project undertaken for a leading IT firm which aims to nurture business communication skill at junior and middle levels in its Offshore IT Infrastructure Support team contributing to improvement in  business delivery,  higher customer satisfaction, overall organizational  effectiveness and employee's  perception of personal growth.</p>

<ol>
	<li style="text-align: justify;">The IT Infra support team operated with a team of 60 engineers who provided customer support via mail (90%) &amp; phone to US based clients.</li>
	<li style="text-align: justify;">The team, in general, lacked awareness of and sensitivity to the client's cultural nuances and language usage.</li>
	<li style="text-align: justify;">There was an influence of mother tongue and Indian cultural contexts in the typical support engineer's English.</li>
	<li style="text-align: justify;">The above lead to miscommunication and had potential for serious offense being taken by customers.</li>
	<li style="text-align: justify;">There were incidents in the past which had led to serious customer dissatisfaction.</li>
	<li style="text-align: justify;">As an interim measure, a 'gatekeeper' was appointed to screen all outgoing communication to ensure that was no 'potential dissatisfiers'. This was indicative of the severe nature of the problem being faced.</li>
</ol>
[/spb_text_block] [/spb_column]