1. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 1 McGraw-Hill part 8 3 1.Recognize that diversity is not a bad thing. 2.Describe some of the characteristics that make people unique. 3.Embrace the need to treat customers as individuals. Building and Maintaining Relationships Customer Service in a Diverse World Learning Objectives, Chapter 8

2. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 2 McGraw-Hill Building and Maintaining Relationships Learning Objectives, continued 4.Determine actions for dealing with various types of people. 5.Identify a variety of factors that make people diverse and that help to better serve them. 6.Communicate effectively with a diverse customer population.

3. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 3 McGraw-Hill The Impact of Diversity What is diversity? Diversity is the different characteristics, values, beliefs and factors that make people different, yet similar.

4. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 4 McGraw-Hill Defining Diversity: Cultural Diversity Refers to the differences and similarities attributed to various groups of people within a culture.

5. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 5 McGraw-Hill 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. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 6 McGraw-Hill 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. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 7 McGraw-Hill 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. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 8 McGraw-Hill Diverse Groups of Customers How Groups Differ Language Disabilities Age (elderly or youth)

9. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 9 McGraw-Hill 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. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 10 McGraw-Hill Strategies for Servicing Customers with Disabilities General guidelines that professionals follow:

11. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 11 McGraw-Hill Population Aged 65 and Over, Fig. 8.5 Population 65 and over