Transcript Document

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