Transcript BUS151 People Skills - Carteret Community College

BUS151 People Skills
Chapter 8
Customer Service in a Diverse World
Diversity
Diversity encompasses a broad
range of differences.
Most people associate the term diversity with the word
cultural, which has to do with the differences between
groups of people depending on their country of origin
and their beliefs.
Diversity is not just cultural. Many other characteristics
are also involved.
Diversity is not a simple matter, yet it is not difficult to
deal with, if you are fair to people and keep an open
mind.
Diversity
When you look closely at,
Even though people
and think about, diversity,
have differences,
it provides wonderful
they have many
opportunities because
traits in common.
people from varying
groups bring with them
special knowledge,
experience , and value.
Diversity
Factors that make us unique
are learned or gained; for
example, religion, values,
beliefs, economic level,
lifestyle choices, profession,
marital status, education,
and political affiliation.
These factors are also used
to assign people to
categories.
Caution must be
used when
considering any of
these
characteristics
since grouping
people can lead to
stereotyping and
possibly
discrimination.
The Impact of Cultural
Values
Specific cultural values are
often taught to members of
particular groups starting at
a very young age.
These values dictate which
behaviors and practices are
acceptable or unacceptable.
Many service providers take
values for granted, which is
a mistake.
Values are the “rules”
that people use to
evaluate issues or
situations, make
decisions, interact with
others, and deal with
conflict.
Values can affect your
interactions with your
customers in a variety
of ways.
The Impact of Cultural Values
The goal is to provide service to the customer.
In order to achieve success in accomplishing this goal,
service providers must be sensitive to, tolerant of, and
empathetic toward customers.
You do not have to adopt the
beliefs of others, but you should
adapt to them to the extent that
you provide the best service
possible to all of your customers.
Modesty
Modesty is
exhibited in many
ways, from
conservative
dress by women,
to covering the
mouth with an
open hand, to
avoiding eye
contact.
A customer may exhibit suspicious
behavior.
Instead of assuming that the
customer is evasive or dishonest,
consider the possible impact of
culture.
Don’t force the issue or draw undue
attention to a customer’s behavior.
Instead, continue to verbally probe
for customer needs and address
them. Provide the same quality of
friendly service.
Expectations of Privacy
You should be aware that
disclosing personal
information about oneself
is often a cultural factor
and that expectations of
privacy vary.
According to research,
people who are British,
German, Australian,
Korean, or Japanese
display a tendency to
disclose less about
themselves.
If you tend to speak
freely about any topic,
you should curtail this
tendency in the customer
service environment.
Keep your conversations
centered on satisfying the
customers’ needs.
Still “small talk,” just keep
it under control and watch
customer reactions
closely.
Forms of Address
Although Americans often
pride themselves on their
informality, people from
other countries see
informality as rudeness,
arrogance, or overfamiliarity.
If you start a
conversation with
someone and immediately
alienate the person by
incorrectly using his or
her name, you may not
Many cultures stress
formality in the business
environment and place
importance on the use of
titles and family names when
addressing others.
be able to recover. This
may send a message of
lack of knowledge or
concern for the customer
as an individual.
Respect for Elders
In most cultures, some
level of respect is paid
to older people.
In many cultures, age
brings with it unique
privileges and rights.
If a customer demands to
speak to a senior person
or to the manager or
owner, he or she may be
simply exhibiting a
customary expectation for
his or her generation.
You must be careful to
pay appropriate respect
when speaking to older
customers.
If you can assist without
conflict, do so; if not,
honor the request when
possible.
Important of Relationships
In many Asian, Latin
American, and Middle
Eastern cultures, the
building of a strong
interpersonal relationship
is extremely important
before business is
conducted.
Dinner or office meetings
often occur for weeks
before an agreement is
reached.
When you will be having
ongoing contact or be doing
business, follow the
customers’ lead.
Get to know them and build
mutual respect and trust.
You may find that you have
to spend time at the
beginning of each encounter
with your established
customer to reestablish the
relationship.
Gender Roles
Culturally, and individually, people view the role of men
and women differently.
Decision-making and authority are often clearly
established as male prerogatives without a culture,
subcultures, or family.
In some countries, women are expected to “be seen and
not heard,” and to remain out of business transactions.
You don’t have to agree with this behavior, but you will
need to take it into consideration when facing it in
customer encounters.
Attitude Toward
Conflict
Many attitudes toward
conflict are rooted in the
individual’s culture or
subculture and based on
behavior style preference as
discussed in Chapter 6.
If you use the wrong
strategy, emotions
could escalate and
customer
dissatisfaction could
follow.
By recognizing your biases
and preferences, and being
familiar with those of people
of other cultures, you can
reduce the potential for
disagreement.
The key is to listen
and remain calm,
especially if the
customer becomes
agitated.
The Concept of Time
In relation to time, people and societies are often
referred to as being either monochronic or polychronic.
Monochronic
Tend to do one thing at a
time.
Take time commitments
seriously.
Often focus on short-term
projects or relationships.
Adhere closely to plans.
Polychronic
Used to distractions.
Juggle multiple things without
stress.
Consider time as a guide and
flexible commodity.
Work toward long deadlines.
Base promptness on relationships.
You must observe time rules in order to project an
appropriate image and to satisfy the needs of your
customers and organization.
Ownership of
Property
In many cultures, ownership of property, or
accumulation of worldly goods or wealth, is frowned
upon.
People have differing levels of needs.
Ask customers what their needs are and listen to
their responses.
Don’t persist in upgrading a customer’s request to a
higher level or more expensive product if he or she
declines your suggestion.
You may offend and lost a customer.
Customers With
Language Differences
One major obstacle for
service providers in the
United States is that
many adult Americans
believe that just over
50% of the world’s
population speaks
English.
Based on findings, the
number is closer to 20%.
Since you are likely to
encounter customers
from virtually any
country in the world,
you need to be
prepared.
You need to have a
way to use alternative
methods or strategies
for providing service.
Strategies for Dealing with
Language Differences
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Let your customer guide the
conversation.
Be flexible and listen patiently.
Speak clearly and slowly, and at
a normal volume and tone.
Use open-ended questions and
use questions carefully.
•
Paraphrase the customer’s
message.
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Try writing your message.
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Avoid humor and sarcasm
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Look for positive options.
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Be less critical.
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Pause frequently.
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Use a step-by-step approach.
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Use standard English.
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Keep your message brief.
Use globally understood
references.
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Be conscious of nonverbal cues.
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Check frequently for
understanding.
Keep smiling.
Customers with
Disabilities
According to the U.S.
Census Bureau,
approximately 50 million (1
in 5) American over the age
of five and no
institutionalized have some
level of disability.
These numbers are
projected to continue to
grow as the population
ages.
Some customer service
professionals are
uncomfortable working with
customers with disabilities
because they have had little
prior exposure to people.
In most cases, customers
who have disabilities do no
want to be treated
differently; they want to be
treated equally.
Be familiar with the 1990 Americans With Disabilities Act (ADA)
and other legislation passed by Congress.
Hearing Disabilities
Provide written information
and instructions.
Use pictures, objects,
diagrams, etc. to
communicate.
Use nonverbal cues.
Use facial expressions and
gestures.
Face the person directly.
Enunciate your words so
they can see your mouth
form words.
Check for understanding
frequently by using openended questions to which
the customer must provide
descriptive answers.
Communicate in a welllighted room when
possible.
Watch backlighting, which
may reduce the ability to
see your mouth.
Reduce background noise.
Vision Disabilities
Talk to a visually impaired person
the same way you would talk to
someone else.
Do not raise your voice.
Do not feel embarrassed or change
your vocabulary.
If appropriate, ask how much sight
he or she has and how you can
best assist.
If customer has a guide dog, do
not pet, feed, or otherwise distract
the animal without the owner’s
permission.
Speak to the person as he
enters the room or approach
the person so that he or she
knows where you are.
Give very specific
instructions and directions.
If you are seating the
person, face him or her away
from bright lights.
When walking with someone
who is blind, offer your arm.
Speak directly to the
customer.
Mobility or Motion
Impairment
Prior to a situation in
which you may have to
accommodate someone
who uses a walker,
wheelchair, crutches, or
other device, note areas
where space is
inadequate.
Make sure you place
information or
materials at a level
that makes it
possible for the
person to see
without undue
strain.
Do not push or lean on
wheelchair without
permission.
Sit or stand where
you can make direct
eye contact.
Elderly Customers
Be respectful.
Communicate effectively
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Be patient.
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Answer questions.
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Try not to sound
patronizing.
Remain professional.
Guard against biases.
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Face the person.
Talk slowly and enunciate
world clearly.
Keep your hands away from
your mouth.
Talk without food or gum.
Reword statements or ask
questions again.
Be positive, patient, and
practice good listening
skills.
Younger
Customers
Generation X (born 1964-1977)
Generation Y (following Generation X)
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Known as Nexters, MTV generation, millennial generation,
cyberkids.
Financially, this group accounts for billions of dollars in
business revenue. They are a spending force to be
reckoned with, and marketers are going after them with a
vengeance.
Depending on your age, your attitude will vary.
Avoid demeaning language and condescending forms
of address such as kit, sonny, sweetie, or sugar.
Take time to explain technical points.
Communicating with
Diverse Customers
Use general terms.
Be careful with your
remarks and jokes.
Respect personal
preferences when
addressing people
Make sure that your
language is “inclusive.”
Recognize the impact
of words.
Use care with
nonverbal cues.