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Chapter 8 Customer Service in a Diverse World

Chapter 8 Customer Service in a Diverse World. Learning Objectives. 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. Learning Objectives.

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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 Objectives • 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

  3. Learning Objectives • 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

  4. Diversity

  5. Cultural Diversity • Differences and similarities attributed to various groups of people within a culture • Caution must be used to avoid stereotyping and possible discrimination

  6. Customer Awareness • By understanding other cultures, one can: • Build a solid customer–provider relationship • Reduce the chance for communication and service breakdowns due to differing perspectives

  7. Impact of Cultural Values • Values dictate which behaviors and practices are acceptable or unacceptable • Types of cultural values • Modesty • Expectations of privacy • Forms of address • Respect for elders • Importance of relationships

  8. Impact of Cultural Values • Gender roles • Attitude toward conflict • Concept of time • Ownership of property

  9. Customers with Language Differences

  10. Customers with Language Differences

  11. Customers with Disabilities • Anyone with a physical or mental disability • Hearing disabilities • Vision disabilities • Mobility or motion impairments

  12. Strategies for Dealing with Elderly Customers • Be respectful • Be patient • Answer questions • Try not to sound patronizing • Remain professional • Guard against biases

  13. Strategies for Dealing with Younger Customers • Refrain from talking down to them or being flippant • Avoid demeaning language and condescending forms of address • Use words that are appropriate for their age group • Take the time to explain and/or demonstrate technical points

  14. Strategies for Communicating with Diverse Customers • Be careful with your remarks and jokes • Make sure that your language is inclusive • Respect personal preferences when addressing people • Use general terms • Recognize the impact of words • Use care with nonverbal cues

  15. Figure 8.5 - Nonverbal Cue Meanings

  16. Figure 8.5 - Nonverbal Cue Meanings

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