CustomerServiceChap8

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CustomerServiceChap8

  1. 1. 8 3 <ul><li>Recognize that diversity is not a bad thing. </li></ul><ul><li>Describe some of the characteristics that make people unique. </li></ul><ul><li>Embrace the need to treat customers as individuals. </li></ul>Building and Maintaining Relationships Customer Service in a Diverse World Learning Objectives McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.
  2. 2. Building and Maintaining Relationships <ul><li>Learning Objectives, continued </li></ul><ul><li>Determine actions for dealing with various types of people. </li></ul><ul><li>Identify a variety of factors that make people diverse and that help to better serve them. </li></ul><ul><li>Communicate effectively with a diverse customer population. </li></ul>
  3. 3. The Impact of Diversity <ul><li>What is diversity ? </li></ul><ul><li>Diversity is the different characteristics, values, beliefs and factors that make people different, yet similar. </li></ul>
  4. 4. Defining Diversity : Cultural Diversity <ul><li>Refers to the differences and similarities attributed to various groups of people within a culture. </li></ul>
  5. 5. Customer Awareness <ul><li>Realizing Values and Beliefs </li></ul><ul><li>Values – long-term appraisal of the worth of an idea, person, place, thing or practice. </li></ul><ul><li>Beliefs – perceptions or assumptions that individuals or cultures maintain. </li></ul><ul><li>Customer awareness – realizing and noting that values and beliefs may vary within your customer population. </li></ul>
  6. 6. Customer Awareness <ul><li>The Platinum Rule </li></ul><ul><li>Going beyond the step of treating customers the way you want to be treated, to the next level of treating them the way they would like to be treated. </li></ul>
  7. 7. The Impact of Cultural Values <ul><li>Modesty </li></ul><ul><li>Expectations of privacy </li></ul><ul><li>Forms of address </li></ul><ul><li>Respect for elders </li></ul><ul><li>Gender roles </li></ul><ul><li>Attitude—Conflict </li></ul><ul><li>Property ownership </li></ul><ul><li>Time concept </li></ul><ul><li>Importance of relationships </li></ul>Impact of Values on Behavior and Practices :
  8. 8. Diverse Groups of Customers <ul><li>How Groups Differ </li></ul><ul><li>Language </li></ul><ul><li>Disabilities </li></ul><ul><li>Age (elderly or youth) </li></ul>
  9. 9. Communicating with Diverse Customers <ul><li>Diversity requires attention to communication . </li></ul><ul><li>Inclusive : the concept of ensuring that people of all races, genders, religions and ethnic backgrounds (multitude of other factors) are included in workplace communication and activities. </li></ul>
  10. 10. Strategies for Servicing Customers with Disabilities <ul><li>General guidelines that professionals follow : </li></ul>
  11. 11. Population Aged 65 and Over, Fig. 8.5 <ul><li>Population 65 and over </li></ul>

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