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CustomerServiceChap8
CustomerServiceChap8
CustomerServiceChap8
CustomerServiceChap8
CustomerServiceChap8
CustomerServiceChap8
CustomerServiceChap8
CustomerServiceChap8
CustomerServiceChap8
CustomerServiceChap8
CustomerServiceChap8
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CustomerServiceChap8

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  • 1. 8 3
    • Recognize that diversity is not a bad thing.
    • Describe some of the characteristics that make people unique.
    • Embrace the need to treat customers as individuals.
    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. Building and Maintaining Relationships
    • Learning Objectives, continued
    • Determine actions for dealing with various types of people.
    • Identify a variety of factors that make people diverse and that help to better serve them.
    • Communicate effectively with a diverse customer population.
  • 3. The Impact of Diversity
    • What is diversity ?
    • Diversity is the different characteristics, values, beliefs and factors that make people different, yet similar.
  • 4. Defining Diversity : Cultural Diversity
    • Refers to the differences and similarities attributed to various groups of people within a culture.
  • 5. Customer Awareness
    • Realizing Values and Beliefs
    • Values – long-term appraisal of the worth of an idea, person, place, thing or practice.
    • Beliefs – perceptions or assumptions that individuals or cultures maintain.
    • Customer awareness – realizing and noting that values and beliefs may vary within your customer population.
  • 6. Customer Awareness
    • The Platinum Rule
    • 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.
  • 7. The Impact of Cultural Values
    • Modesty
    • Expectations of privacy
    • Forms of address
    • Respect for elders
    • Gender roles
    • Attitude—Conflict
    • Property ownership
    • Time concept
    • Importance of relationships
    Impact of Values on Behavior and Practices :
  • 8. Diverse Groups of Customers
    • How Groups Differ
    • Language
    • Disabilities
    • Age (elderly or youth)
  • 9. Communicating with Diverse Customers
    • Diversity requires attention to communication .
    • 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.
  • 10. Strategies for Servicing Customers with Disabilities
    • General guidelines that professionals follow :
  • 11. Population Aged 65 and Over, Fig. 8.5
    • Population 65 and over

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