Effective Communication is a key success factor in Service & Support.
Even in a technical world of 'hard facts', the 'how-to' is at least as important as the 'what'.
Be aware that while you communicate you do not only exchange information at the so-called 'facts level'. Also wishes, feelings, needs, prejudices or fears are communicates via the 'relationship level'.
Hence, communication skills are a key ingredient to excellent performance in Service & Support.
What is so special about communication with colleagues as compared to customers?
You are talking within our community to people who share common goals and values.

• Top Rules
• Typical Situations during Message Processing
• Intercultural Communication
• Communication Media in Message Processing

Top Rules

1. Prepare yourself (why? what? goal?)
   • Prepare a short script
   • Have documents and systems ready
     Opening of a conversation:
   • Talk face-to-face if possible
   • Introduce yourself briefly
   • Ask the colleague if it is the right time to talk
   • Explain the purpose for contacting them in advance
     Closing a conversation:
   • Verbally summarize the points of discussion
   • Mention the agreements, action items and responsible person(!important)
   • Thank the participants for their contribution
2. Respond Proactively
3. Show the importance and your contribution
4. Get the commitment from your peer
5. Always be professional (emotion control)
   • Concentrate on your arguments and on common goals
   • Be professional
   • Don't get personal
   • Use proper language
   • Discuss next steps
6. Contribute to the team (share knowledege)
7. Be a good listener (ask the right questions)
8. Share success

Typical Situations during Message Processing

• Case 1: Call an expert colleague and get urgent assistance
  Explain why you think the colleague is the right one to help (referred by, similar messages)

  • show your part of responsibility: what you have done so far?
  • show your roadblock: where and why you are stuck now?
  • show the urgency: why is is urgent?

• Case 2: Have a hint, background information to give

  • call up the message processor
  • insert your finding as an internal notice

• Case 3: Receive a message that is not your area of expertise

  • try to find the responsible processor (check for similar messages)
  • call potential processors and ask for their expertise
  • forward messages with a detailed internal notice that explains why you think this message is for the recipient
  • if a message has been passed several times between processors: Get a clarification and agreement with direct communication (conference call clarifying responsibilities, start a cooperative approach)

Intercultural Communication

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Communication Media in Message Processing

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"Ping-pong" message: when you have a message that has been repeatedly passed between the same processors/queues

Calling is better than writing:
Also: Small talk and personal contacts help to get colleagues take on an active role and to work cooperatively