Tips for good calls:

1. No "Thanks" but "Thank you"

2. Please refrain from using "Can" , use "May" or "Could"

3. While giving instructions, please be polite. No direct instructions like - Press R and Windows
simultaneously. Instead say “Please press r and windows button simultaneously.

4. Always take ownership right after the issue has been stated.

5. No using of yeahs and nahs - please use "Yes" or "no"

6. Hold protocol - Seek Permission - duration - reason. When customer agrees - say thank you
and place the call on hold. Come back and thank the customer for his/her patience.

7. If you are unable to understand the customer's name of any details: Ask it again "Could you
please spell your name for me" or "Could you please repeat the number again"

8. Keep a check on your sentences and tenses.

9. Summarizing is in past tense.

10. Additional assistance is after you have summary.

1. C.O.B: Close of Business (30 mins before E.O.D)

2. EOD: End of the day

3. BOD: Beginning of the day

4. TAT: Turnaround time (Time taken to resolve an issue)

5. MOM: Minutes of the meeting.

6. Action Items: Tasks that are to be completed by somebody.

7. Accountable: Responsible. Complete ownership of the task.

8. SME: Subject matter expert

9. B2B: Business to Business

10. B2C: Business to customer

11. SaaS: Software as a service

12. BPaas: Business Process as a service

13. Onshore: It refers to outsourcing of work to a company within the country or from the same
country.

14. Offshore: Outsourcing of business to a vendor which is situated in a different country.

15. Nearshoring: Outsourcing to a neighboring country.

16. In IT/ITES industry “Shore refers to the location of client and not the vendor.”

17. ODC: Offshore development/delivery center.

18. OOO: Out of office

19. Archive: To store old documents

20. Bay: A place where people work

21. Bridge the gap: To make connections where there is a lack of it.

22. Cascade: The information is flowing from top to bottom

23. Delegate: To assign task to others

24. Dissonance: Disagreement with either a person or team.

25. Escalation: Highlighting a problem or an issue to the higher management.

26. 1st April to 31st March - Fiscal year /Financial year

27. FYA - For your action It is generally used in Emails. quickly complete the task.

28. FYI stands for "For your information"

29. FYR: For your reference

30. Get back to you: It means that they will contact you later.

31. They will discuss and let you the decision.

32. Hang up: End the call

33. Keep your cool: To stay calm and relax

34. Key points: Important points of any discussion.

35. Leverage: To use something to gain more power.

36. On board: To join an organization

37. Onsite: If you work at the client location. You will paid in foreign currency :)

38. On the same page: In agreement with others

39. PFA: Please find attached

40. POA: Plan of action

41. Red flag: It is another term for warning. Never ever ignore the red flags.

42. Resource: Something that helps to complete the task.

43. Say Do ratio: It shows the commitment towards the promise you have made.

44. Sign-Off: To end something

45. SLA: Service level agreement

46. SOP: Standard operating procedure

47. SPOC: Single point of contact.

48. Trail Mail: Sequence of mail exchanged on a subject.

Enable java run time on internet explorer Reason = There are a lot of applications and websites that
will not work unless we have Java installed in it. Java is fast, secure and reliable. A: Hello B: Thank
you for calling HCL technologies my name is xyz. How may I assist you? A: Hi XYZ. actually I am facing
the issue with internet explorer and not able to enable java runtime on it. B: I would be delighted to
help you with. May have I have First name, last name and best call back number. A: My name is XYZ
and 98765 is my number. B: Thank you for the information so I understand that you r not able to
enable java runtime on internet explorer. Am I right sir? A: yes. b: Okay sir Now I tell you some
troubleshooting steps please follow it: s1: select explorer from the top file menu. s2: then select
tools s3; then internet from the main menu bar, s4: then click on preferences, s5; there is option of
web browser in the left side click on it. s6; then click on java, under the java there is an option of
enable. s7 enable it, then apply and click on ok. A: Could you please check whether java is running on
internet explorer or not. B: yeah it is working absolutely fine now. Thank you for the help. A: you are
welcome sir. you called in about an issue with your internet explorer and i have helped you fix the
issue with some troubleshooting steps. B: yeah. A: is there anything else I could help you with. B: no
that's it. A: A survey link will be shared in your email, we request you send valuable feedback. Thank
you for calling IT service desk You r talking to XYZ. Have a nice day.