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© 2012 by Robert W. Lucas Chapter 8: Customer Service in a diverse world
2 2 © 2012 by Robert W. Lucas Learning Outcomes 8-1 Recognize that diversity is not a bad thing.8-1 Recognize that diversity is not a bad thing. 8-2 Describe some of the characteristics that make people unique.8-2 Describe some of the characteristics that make people unique. 8-3 Embrace the need to treat customers as individuals.8-3 Embrace the need to treat customers as individuals.
3 3 © 2012 by Robert W. Lucas Learning Outcomes 8-4 Determine actions for dealing with various types of people.8-4 Determine actions for dealing with various types of people. 8-5 Identify a variety of factors that make people diverse and that help to better8-5 Identify a variety of factors that make people diverse and that help to better serve them.serve them. 8-6 Communicate effectively with a diverse customer population.8-6 Communicate effectively with a diverse customer population.
4 4 © 2012 by Robert W. Lucas What is diversity? What is diversity? Definition – –Diversity – –Cultural diversity – –Importance of diversity
5 5 © 2012 by Robert W. Lucas Customer Awareness Customer Awareness Your awareness of diversity Ramifications of misunderstandings
6 6 © 2012 by Robert W. Lucas Values Values Define Characteristics of values Examples of values – –Modesty – –Expectations of privacy – –Forms of address – –Respect for elders – –Importance of relationships
7 7 © 2012 by Robert W. Lucas Values Values Examples of values – –Gender roles – –Attitude toward conflict – –Concept of time – –Level of punctuality – –Ownership of property
8 8 © 2012 by Robert W. Lucas Providing Quality Service Providing Quality Service Language differences – –Only 20% of the population speaks English – –Tips for non-English speakers
9 9 © 2012 by Robert W. Lucas Providing Quality Service Providing Quality Service Customers with disabilities – –Hearing – –Vision
10 © 2012 by Robert W. Lucas Providing Quality Service Providing Quality Service Customers with disabilities – –Mobility
11 © 2012 by Robert W. Lucas Providing Quality Service Providing Quality Service Providing service to diverse groups – –Elderly customers – –Younger customers
12 © 2012 by Robert W. Lucas Communicating with Diversity Communicating with Diversity Tips for verbal communication Consider nonverbal communication – –i.e. pointing, facial expressions
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