Part of the Service Impact Series, Cross Cultural Communication: Customer Service is easy to use and includes a facilitator’s manual designed by service experts. The content is highly engaging, quick-paced, and complete with lifelike scenarios to show how to handle cross cultural communication in a customer service setting. Save time and money with this versatile customer service training—great for meeting openers and individual and group training sessions.
In Part 1, service representative Valerie receives a call from Lois, a customer from another culture. Valerie speaks quickly and uses slang, frustrating Lois. Valerie is impatient with Lois' accent and English, and belittles her, despite the fact that Lois has taken the time to learn Valerie's language. Valerie insults Lois, and loses a customer.
In Part 2, Valerie approaches the same situation differently, adapting to the customer's unique needs. Valerie speaks slowly, clearly, and properly. When Lois uses unfamiliar words, Valerie seeks to reframe to understand her. Despite being challenged by the communication difficulties, Valerie takes personal responsibility, finds a solution, and ultimately triumphs with yet another happy customer.
A BWM release