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Chapter 8: Customer Service in a diverse world

Chapter 8: Customer Service in a diverse world. Learning Outcomes. 8-1 Recognize that diversity is not a bad thing. 8-2 Describe some of the characteristics that make people unique. 8-3 Embrace the need to treat customers as individuals. Learning Outcomes.

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Chapter 8: Customer Service in a diverse world

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  1. Chapter 8: Customer Service in a diverse world

  2. Learning Outcomes • 8-1 Recognize that diversity is not a bad thing. • 8-2 Describe some of the characteristics that make people unique. • 8-3 Embrace the need to treat customers as individuals.

  3. Learning Outcomes • 8-4 Determine actions for dealing with various types of people. • 8-5 Identify a variety of factors that make people diverse and that help to better • serve them. • 8-6 Communicate effectively with a diverse customer population.

  4. What is diversity? • Definition • Diversity • Cultural diversity • Importance of diversity

  5. Customer Awareness • Your awareness of diversity • Ramifications of misunderstandings

  6. Values • Define • Characteristics of values • Examples of values • Modesty • Expectations of privacy • Forms of address • Respect for elders • Importance of relationships

  7. Values • Examples of values • Gender roles • Attitude toward conflict • Concept of time • Level of punctuality • Ownership of property

  8. Providing Quality Service • Language differences • Only 20% of the population speaks English • Tips for non-English speakers

  9. Providing Quality Service • Customers with disabilities • Hearing • Vision

  10. Providing Quality Service • Customers with disabilities • Mobility

  11. Providing Quality Service • Providing service to diverse groups • Elderly customers • Younger customers

  12. Communicating with Diversity • Tips for verbal communication • Consider nonverbal communication • i.e. pointing, facial expressions

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