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Building Strong Customer Relationships in a Diverse World

Learn how to embrace and serve a diverse customer population by recognizing and understanding the unique characteristics, values, beliefs, and needs of individuals. Discover effective communication strategies and actions for dealing with various types of people to build and maintain strong customer relationships.

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Building Strong Customer Relationships in a Diverse World

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  1. 8 Building and Maintaining Relationships 3 Customer Service in a Diverse World Learning Objectives, Chapter 8 • Recognize that diversity is not a bad thing. • Describe some of the characteristics that make people unique. • Embrace the need to treat customers as individuals.

  2. Learning Objectives, continued Determine actions for dealing with various types of people. Identify a variety of factors that make people diverse and that help to better serve them. Communicate effectively with a diverse customer population. Building and Maintaining Relationships

  3. What is diversity? Diversity is the different characteristics, values, beliefs and factors that make people different, yet similar. The Impact of Diversity

  4. Refers to the differences and similarities attributed to various groups of people within a culture. Defining Diversity:Cultural Diversity

  5. Realizing Values and Beliefs Values – long-term appraisal of the worth of an idea, person, place, thing or practice. Beliefs – perceptions or assumptions that individuals or cultures maintain. Customerawareness – realizing and noting that values and beliefs may vary within your customer population. Customer Awareness

  6. The Platinum Rule Going beyond the step of treating customers the way you want to be treated, to the next level of treating them the way they would like to be treated. Customer Awareness

  7. Modesty Expectations of privacy Forms of address Respect for elders Gender roles Attitude—Conflict Property ownership Time concept Importance of relationships The Impact of Cultural Values Impact of Values on Behavior and Practices:

  8. How Groups Differ Language Disabilities Age (elderly or youth) Diverse Groups of Customers

  9. Diversity requires attention to communication. Inclusive: the concept of ensuring that people of all races, genders, religions and ethnic backgrounds (multitude of other factors) are included in workplace communication and activities. Communicating with Diverse Customers

  10. General guidelines that professionals follow: Strategies for Servicing Customers with Disabilities

  11. Population 65 and over Population Aged 65 and Over, Fig. 8.5

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