{"id":362448,"date":"2024-05-21T01:35:20","date_gmt":"2024-05-21T01:35:20","guid":{"rendered":"http:\/\/savepearlharbor.com\/?p=362448"},"modified":"-0001-11-30T00:00:00","modified_gmt":"2024-05-21T01:35:20","slug":"","status":"publish","type":"post","link":"https:\/\/savepearlharbor.com\/?p=362448","title":{"rendered":"After sale IT support for American and Western Companies<\/span>"},"content":{"rendered":"
<\/div>\n
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\n
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\n

Title:<\/p>\n

After sale IT support for American and Western Companies\u00a0<\/p>\n

Let\u2019s have a case study.\u00a0<\/p>\n

A Russian IT company sells software to a western country like say America. And you are working as an application developer on the support side.\u00a0<\/p>\n

One day, there is a problem with the program, and the program has stopped working.\u00a0<\/p>\n

You must contact the company now to inform them that the program is off-line.\u00a0<\/p>\n

THE NEXT STEP YOU TAKE IS VERY IMPORTANT.\u00a0<\/p>\n

The way, the two cultures operate in a situation like this are very different and it will have everything to do with how easy your job goes for you.<\/p>\n

\u2026\u2026\u2026\u2026<\/p>\n

Russia : \u201cwe have a problem\u201d<\/p>\n

\u201cWhat is wrong?\u201d<\/p>\n

\u201cI don\u2019t know\u201d<\/p>\n

\u201cWhen can it be fixed?\u201d<\/p>\n

\u201cI don\u2019t know\u201d<\/p>\n

\u2026\u2026\u2026\u2026\u2026<\/p>\n

USA: \u201ci\u2019m just giving you a real quick call to let you know that there is a problem with the program.\u00a0<\/p>\n

I\u2019ve already put my team on it and we will have it up and running shortly.\u00a0<\/p>\n

I will let you know more by 3 o\u2019clock today what is going on\u201d<\/p>\n

It\u2019s not important how long you think it will take you, but I will always tell them a few hours from the time that you informed them of a problem.<\/p>\n

I understand that you have no idea how deep the bug is and also whether it will affect any other systems.<\/p>\n

But it is important to set a time window very close to when you inform them that you will bring them more information.\u00a0<\/p>\n

This also works very well if you don\u2019t know something that they ask you.<\/p>\n

Question:<\/p>\n

\u201cWhat can we do to fix this problem?\u201d<\/p>\n

Answer:\u00a0<\/p>\n

\u201cI understand what you\u2019re saying. I will look into it and get back to you in two hours. \u00a0By 1 PM today.\u201d<\/p>\n

in this case, it\u2019s important that you:\u00a0<\/p>\n

1. Take responsibility for yourself and your team.<\/p>\n

\u00a0 \u00a02. Communicate that you understand this responsibility.<\/p>\n

\u00a0 \u00a03. Gives strict timelines. (if it\u2019s not possible, you can always say that there is a problem, but do it before the deadline.)\u00a0<\/p>\n

\u00a0 \u00a0 4. Use certain key language.<\/p>\n

\u201c I understand you\u201d<\/p>\n

\u201c I understand what you were saying\u201d<\/p>\n

\u201c I wanted to inform you\u201d<\/p>\n

\u201c we are working on it right now\u201d<\/p>\n<\/div>\n<\/div>\n<\/div>\n

<\/div>\n


\u0441\u0441\u044b\u043b\u043a\u0430 \u043d\u0430 \u043e\u0440\u0438\u0433\u0438\u043d\u0430\u043b \u0441\u0442\u0430\u0442\u044c\u0438 https:\/\/habr.com\/ru\/articles\/779494\/<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

<\/div>\n
\n
\n
\n
\n

Title:<\/p>\n

After sale IT support for American and Western Companies\u00a0<\/p>\n

Let\u2019s have a case study.\u00a0<\/p>\n

A Russian IT company sells software to a western country like say America. And you are working as an application developer on the support side.\u00a0<\/p>\n

One day, there is a problem with the program, and the program has stopped working.\u00a0<\/p>\n

You must contact the company now to inform them that the program is off-line.\u00a0<\/p>\n

THE NEXT STEP YOU TAKE IS VERY IMPORTANT.\u00a0<\/p>\n

The way, the two cultures operate in a situation like this are very different and it will have everything to do with how easy your job goes for you.<\/p>\n

\u2026\u2026\u2026\u2026<\/p>\n

Russia : \u201cwe have a problem\u201d<\/p>\n

\u201cWhat is wrong?\u201d<\/p>\n

\u201cI don\u2019t know\u201d<\/p>\n

\u201cWhen can it be fixed?\u201d<\/p>\n

\u201cI don\u2019t know\u201d<\/p>\n

\u2026\u2026\u2026\u2026\u2026<\/p>\n

USA: \u201ci\u2019m just giving you a real quick call to let you know that there is a problem with the program.\u00a0<\/p>\n

I\u2019ve already put my team on it and we will have it up and running shortly.\u00a0<\/p>\n

I will let you know more by 3 o\u2019clock today what is going on\u201d<\/p>\n

It\u2019s not important how long you think it will take you, but I will always tell them a few hours from the time that you informed them of a problem.<\/p>\n

I understand that you have no idea how deep the bug is and also whether it will affect any other systems.<\/p>\n

But it is important to set a time window very close to when you inform them that you will bring them more information.\u00a0<\/p>\n

This also works very well if you don\u2019t know something that they ask you.<\/p>\n

Question:<\/p>\n

\u201cWhat can we do to fix this problem?\u201d<\/p>\n

Answer:\u00a0<\/p>\n

\u201cI understand what you\u2019re saying. I will look into it and get back to you in two hours. \u00a0By 1 PM today.\u201d<\/p>\n

in this case, it\u2019s important that you:\u00a0<\/p>\n

1. Take responsibility for yourself and your team.<\/p>\n

\u00a0 \u00a02. Communicate that you understand this responsibility.<\/p>\n

\u00a0 \u00a03. Gives strict timelines. (if it\u2019s not possible, you can always say that there is a problem, but do it before the deadline.)\u00a0<\/p>\n

\u00a0 \u00a0 4. Use certain key language.<\/p>\n

\u201c I understand you\u201d<\/p>\n

\u201c I understand what you were saying\u201d<\/p>\n

\u201c I wanted to inform you\u201d<\/p>\n

\u201c we are working on it right now\u201d<\/p>\n<\/div>\n<\/div>\n<\/div>\n

<\/div>\n


\u0441\u0441\u044b\u043b\u043a\u0430 \u043d\u0430 \u043e\u0440\u0438\u0433\u0438\u043d\u0430\u043b \u0441\u0442\u0430\u0442\u044c\u0438 https:\/\/habr.com\/ru\/articles\/779494\/<\/a>
<\/br><\/br><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[],"tags":[],"class_list":["post-362448","post","type-post","status-publish","format-standard","hentry"],"_links":{"self":[{"href":"https:\/\/savepearlharbor.com\/index.php?rest_route=\/wp\/v2\/posts\/362448","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/savepearlharbor.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/savepearlharbor.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/savepearlharbor.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/savepearlharbor.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=362448"}],"version-history":[{"count":0,"href":"https:\/\/savepearlharbor.com\/index.php?rest_route=\/wp\/v2\/posts\/362448\/revisions"}],"wp:attachment":[{"href":"https:\/\/savepearlharbor.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=362448"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/savepearlharbor.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=362448"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/savepearlharbor.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=362448"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}