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CHAPTER EIGHT

CHAPTER EIGHT. Customer Service in a Diverse World. L EARNING O BJECTIVES. Recognize differences are NOT bad Develop sensitivity to uniqueness Understand need to treat customers as individuals Determine actions for dealing with people Identify factors that make people diverse

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CHAPTER EIGHT

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  1. CHAPTER EIGHT Customer Service in a Diverse World

  2. LEARNINGOBJECTIVES • Recognize differences are NOT bad • Develop sensitivity to uniqueness • Understand need to treat customers as individuals • Determine actions for dealing with people • Identify factors that make people diverse • Comply with legal requirements • Serve all customers effectively

  3. DEFINING DIVERSITY • Innate characteristics • Learned or gained factors

  4. DIVERSITY The different characteristics, values, beliefs, and factors that make people different, yet similar.

  5. CULTURAL VALUES • Taught at young age • Based on beliefs of culture or subculture • Not better or worsethan others • Indicate acceptable behaviorsand practices • Can impact service • Influence perceptions and actions • Expressed openly or subtly

  6. TYPICAL CULTURAL VALUES • Modesty • Expectations of privacy • Forms of address • Respect for elders • Importance of relationships • Gender roles • Attitude towards conflict • Concept of time • Ownership of property

  7. QUALITY SERVICE TODIVERSE GROUPS • Language differences • Disabilities • Elderly customers • Younger customers

  8. QUALITY SERVICE TODIVERSE GROUPS • Language differences - Customer guides conversation - Be flexible - Listen patiently - Speak clearly & slowly - Speak at a normal volume - Use open-ended questions - Pause frequently - Use standard English

  9. QUALITY SERVICE TODIVERSE GROUPS • Language differences - Use universally understood references - Look for non-verbal cues - Paraphrase the customer’s message - Try writing the message - Try another language - Avoid humor & sarcasm - Look for positive options - Be less critical

  10. QUALITY SERVICE TODIVERSE GROUPS • Language differences - Use questions carefully - Use a step-by-step approach - Keep your message brief - Check frequently for understanding - Keep smiling!

  11. QUALITY SERVICE TODIVERSE GROUPS • Customers with Disabilities - Customers with hearing disabilities - Customers with vision disabilities - Customers with mobility or motion disabilities * Be prepared and informed * Offer, do not force, assistance * Be respectful

  12. QUALITY SERVICE TODIVERSE GROUPS • Elderly Customers - Be respectful - Be patient - Answer questions - Try to not sound patronizing - Remain professional - Guard against biases - Communicate effectively

  13. QUALITY SERVICE TODIVERSE GROUPS • Younger Customers - Be respectful - Avoid condescending or demeaning language

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