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