1. Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Chapter 8 Customer Service in a Diverse World

2. 8-2 Learning Objectives  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

3. 8-3 Learning Objectives  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

4. 8-4 Diversity The characteristics, values, beliefs, and factors that make people different, yet similar

5. 8-5 Cultural Diversity  Differences and similarities attributed to various groups of people within a culture  Caution must be used to avoid stereotyping and possible discrimination

6. 8-6 Customer Awareness  By understanding other cultures, one can:  Build a solid customer–provider relationship  Reduce the chance for communication and service breakdowns due to differing perspectives

7. 8-7 Impact of Cultural Values  Values dictate which behaviors and practices are acceptable or unacceptable  Types of cultural values  Modesty  Expectations of privacy  Forms of address  Respect for elders  Importance of relationships

8. 8-8 Impact of Cultural Values  Gender roles  Attitude toward conflict  Concept of time  Ownership of property

9. 8-9 Customers with Language Differences Let the customer guide the conversationBe flexibleListen patientlySpeak clearly and slowlySpeak at a normal volume and toneUse open-end questionsPause frequentlyUse standard EnglishUse globally understood referencesBe conscious of nonverbal cues

10. 8-10 Customers with Language Differences Paraphrase the customer’s messageTry writing the messageTry a different languageAvoid humor and sarcasmLook for positive optionsUse questions carefullyUse a step-by-step approachKeep your message briefCheck frequently for understandingKeep smiling

11. 8-11 Customers with Disabilities  Anyone with a physical or mental disability  Hearing disabilities  Vision disabilities  Mobility or motion impairments

12. 8-12 Strategies for Dealing with Elderly Customers  Be respectful  Be patient  Answer questions  Try not to sound patronizing  Remain professional  Guard against biases

13. 8-13 Strategies for Dealing with Younger Customers  Refrain from talking down to them or being flippant  Avoid demeaning language and condescending forms of address  Use words that are appropriate for their age group  Take the time to explain and/or demonstrate technical points

14. 8-14 Strategies for Communicating with Diverse Customers  Be careful with your remarks and jokes  Make sure that your language is inclusive  Respect personal preferences when addressing people  Use general terms  Recognize the impact of words  Use care with nonverbal cues

15. 8-15 Figure 8.5 - Nonverbal Cue Meanings

16. 8-16 Figure 8.5 - Nonverbal Cue Meanings