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Chapter 8: Customer Service Chapter 8: Customer Service in a diverse worldin a diverse world

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Learning OutcomesLearning Outcomes

• 8-1 8-1 Recognize that diversity is not a bad thing.Recognize that diversity is not a bad thing.• 8-2 8-2 Describe some of the characteristics that make Describe some of the characteristics that make

people unique.people unique.• 8-3 8-3 Embrace the need to treat customers as Embrace the need to treat customers as

individuals.individuals.

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Learning OutcomesLearning Outcomes

• 8-4 8-4 Determine actions for dealing with various types Determine actions for dealing with various types of people.of people.

• 8-5 8-5 Identify a variety of factors that make people Identify a variety of factors that make people diverse and that help to betterdiverse and that help to better

• serve them.serve them.• 8-6 8-6 Communicate effectively with a diverse customer Communicate effectively with a diverse customer

population.population.

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What is diversity?What is diversity?

• Definition – Diversity– Cultural diversity– Importance of diversity

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Customer AwarenessCustomer Awareness

• Your awareness of diversity• Ramifications of misunderstandings

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ValuesValues

• Define• Characteristics of values• Examples of values

– Modesty– Expectations of privacy– Forms of address– Respect for elders– Importance of relationships

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© 2012 by Robert W. Lucas

ValuesValues

• Examples of values– Gender roles– Attitude toward conflict– Concept of time– Level of punctuality– Ownership of property

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Providing Quality ServiceProviding Quality Service

• Language differences– Only 20% of the population speaks English– Tips for non-English speakers

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Providing Quality ServiceProviding Quality Service

• Customers with disabilities– Hearing– Vision

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Providing Quality ServiceProviding Quality Service

• Customers with disabilities– Mobility

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Providing Quality ServiceProviding Quality Service

• Providing service to diverse groups– Elderly customers– Younger customers

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Communicating with Diversity Communicating with Diversity

• Tips for verbal communication• Consider nonverbal communication

– i.e. pointing, facial expressions