chapter 8: customer service in a diverse world · 2013-07-30 · 4 © 2012 by robert w. lucas what...
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© 2012 by Robert W. Lucas
Chapter 8: Customer Service in a
diverse world
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© 2012 by Robert W. Lucas
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.
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© 2012 by Robert W. Lucas
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.
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© 2012 by Robert W. Lucas
What is diversity?
• Definition
– Diversity
– Cultural diversity
– Importance of diversity
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© 2012 by Robert W. Lucas
Customer Awareness
• Your awareness of diversity
• Ramifications of misunderstandings
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© 2012 by Robert W. Lucas
Values
• 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
Values
• Examples of values
– Gender roles
– Attitude toward conflict
– Concept of time
– Level of punctuality
– Ownership of property
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© 2012 by Robert W. Lucas
Providing Quality Service
• Language differences
– Only 20% of the population speaks English
– Tips for non-English speakers
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© 2012 by Robert W. Lucas
Providing Quality Service
• Customers with disabilities
– Hearing
– Vision
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© 2012 by Robert W. Lucas
Providing Quality Service
• Customers with disabilities
– Mobility
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© 2012 by Robert W. Lucas
Providing Quality Service
• Providing service to diverse groups
– Elderly customers
– Younger customers
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© 2012 by Robert W. Lucas
Communicating with Diversity
• Tips for verbal communication
• Consider nonverbal communication
– i.e. pointing, facial expressions
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