1 / 12

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.

rudolph
Télécharger la présentation

Chapter 8: Customer Service in a diverse world

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  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

More Related