© 2012 by robert w. lucas chapter 8: customer service in a diverse world
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© 2012 by Robert W. Lucas
Chapter 8: Customer Service Chapter 8: Customer Service in a diverse worldin a diverse world
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© 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.
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© 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.
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© 2012 by Robert W. Lucas
What is diversity?What is diversity?
• Definition – Diversity– Cultural diversity– Importance of diversity
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© 2012 by Robert W. Lucas
Customer AwarenessCustomer Awareness
• Your awareness of diversity• Ramifications of misunderstandings
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© 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
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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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© 2012 by Robert W. Lucas
Providing Quality ServiceProviding 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 ServiceProviding Quality Service
• Customers with disabilities– Hearing– Vision
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© 2012 by Robert W. Lucas
Providing Quality ServiceProviding Quality Service
• Customers with disabilities– Mobility
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© 2012 by Robert W. Lucas
Providing Quality ServiceProviding Quality Service
• Providing service to diverse groups– Elderly customers– Younger customers
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© 2012 by Robert W. Lucas
Communicating with Diversity Communicating with Diversity
• Tips for verbal communication• Consider nonverbal communication
– i.e. pointing, facial expressions
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