© 2012 by robert w. lucas chapter 8: customer service in a diverse world
TRANSCRIPT
![Page 1: © 2012 by Robert W. Lucas Chapter 8: Customer Service in a diverse world](https://reader033.vdocuments.net/reader033/viewer/2022061304/5513bfc85503463a298b48ec/html5/thumbnails/1.jpg)
© 2012 by Robert W. Lucas
Chapter 8: Customer Service Chapter 8: Customer Service in a diverse worldin a diverse world
![Page 2: © 2012 by Robert W. Lucas Chapter 8: Customer Service in a diverse world](https://reader033.vdocuments.net/reader033/viewer/2022061304/5513bfc85503463a298b48ec/html5/thumbnails/2.jpg)
22
© 2012 by Robert W. Lucas
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.
![Page 3: © 2012 by Robert W. Lucas Chapter 8: Customer Service in a diverse world](https://reader033.vdocuments.net/reader033/viewer/2022061304/5513bfc85503463a298b48ec/html5/thumbnails/3.jpg)
33
© 2012 by Robert W. Lucas
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.
![Page 4: © 2012 by Robert W. Lucas Chapter 8: Customer Service in a diverse world](https://reader033.vdocuments.net/reader033/viewer/2022061304/5513bfc85503463a298b48ec/html5/thumbnails/4.jpg)
44
© 2012 by Robert W. Lucas
What is diversity?What is diversity?
• Definition – Diversity– Cultural diversity– Importance of diversity
![Page 5: © 2012 by Robert W. Lucas Chapter 8: Customer Service in a diverse world](https://reader033.vdocuments.net/reader033/viewer/2022061304/5513bfc85503463a298b48ec/html5/thumbnails/5.jpg)
55
© 2012 by Robert W. Lucas
Customer AwarenessCustomer Awareness
• Your awareness of diversity• Ramifications of misunderstandings
![Page 6: © 2012 by Robert W. Lucas Chapter 8: Customer Service in a diverse world](https://reader033.vdocuments.net/reader033/viewer/2022061304/5513bfc85503463a298b48ec/html5/thumbnails/6.jpg)
66
© 2012 by Robert W. Lucas
ValuesValues
• Define• Characteristics of values• Examples of values
– Modesty– Expectations of privacy– Forms of address– Respect for elders– Importance of relationships
![Page 7: © 2012 by Robert W. Lucas Chapter 8: Customer Service in a diverse world](https://reader033.vdocuments.net/reader033/viewer/2022061304/5513bfc85503463a298b48ec/html5/thumbnails/7.jpg)
77
© 2012 by Robert W. Lucas
ValuesValues
• Examples of values– Gender roles– Attitude toward conflict– Concept of time– Level of punctuality– Ownership of property
![Page 8: © 2012 by Robert W. Lucas Chapter 8: Customer Service in a diverse world](https://reader033.vdocuments.net/reader033/viewer/2022061304/5513bfc85503463a298b48ec/html5/thumbnails/8.jpg)
88
© 2012 by Robert W. Lucas
Providing Quality ServiceProviding Quality Service
• Language differences– Only 20% of the population speaks English– Tips for non-English speakers
![Page 9: © 2012 by Robert W. Lucas Chapter 8: Customer Service in a diverse world](https://reader033.vdocuments.net/reader033/viewer/2022061304/5513bfc85503463a298b48ec/html5/thumbnails/9.jpg)
99
© 2012 by Robert W. Lucas
Providing Quality ServiceProviding Quality Service
• Customers with disabilities– Hearing– Vision
![Page 10: © 2012 by Robert W. Lucas Chapter 8: Customer Service in a diverse world](https://reader033.vdocuments.net/reader033/viewer/2022061304/5513bfc85503463a298b48ec/html5/thumbnails/10.jpg)
1010
© 2012 by Robert W. Lucas
Providing Quality ServiceProviding Quality Service
• Customers with disabilities– Mobility
![Page 11: © 2012 by Robert W. Lucas Chapter 8: Customer Service in a diverse world](https://reader033.vdocuments.net/reader033/viewer/2022061304/5513bfc85503463a298b48ec/html5/thumbnails/11.jpg)
1111
© 2012 by Robert W. Lucas
Providing Quality ServiceProviding Quality Service
• Providing service to diverse groups– Elderly customers– Younger customers
![Page 12: © 2012 by Robert W. Lucas Chapter 8: Customer Service in a diverse world](https://reader033.vdocuments.net/reader033/viewer/2022061304/5513bfc85503463a298b48ec/html5/thumbnails/12.jpg)
1212
© 2012 by Robert W. Lucas
Communicating with Diversity Communicating with Diversity
• Tips for verbal communication• Consider nonverbal communication
– i.e. pointing, facial expressions