Transcript Document
Chapter 8: Customer Service in a diverse world
© 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.
2 © 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.
3 © 2012 by Robert W. Lucas
What is diversity?
• Definition – Diversity – Cultural diversity – Importance of diversity 4 © 2012 by Robert W. Lucas
Customer Awareness
• Your awareness of diversity • Ramifications of misunderstandings 5 © 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 6 © 2012 by Robert W. Lucas
Values
• Examples of values – Gender roles – Attitude toward conflict – Concept of time – Level of punctuality – Ownership of property 7 © 2012 by Robert W. Lucas
Providing Quality Service
• Language differences – Only 20% of the population speaks English – Tips for non-English speakers 8 © 2012 by Robert W. Lucas
Providing Quality Service
• Customers with disabilities – Hearing – Vision 9 © 2012 by Robert W. Lucas
Providing Quality Service
• Customers with disabilities – Mobility 10 © 2012 by Robert W. Lucas
Providing Quality Service
• Providing service to diverse groups – Elderly customers – Younger customers 11 © 2012 by Robert W. Lucas
Communicating with Diversity
• Tips for verbal communication • Consider nonverbal communication – i.e. pointing, facial expressions 12 © 2012 by Robert W. Lucas