1. AROUND THE WORLD OF CUSTOMER SERVICE CONSULTING

2. TOPICS TO COVER Know your customers Key Canadian Tourism Emerging Markets What you need to know Why is this important? Examples of cultural differences to consider Customer service tips Training strategies

3. KNOW YOUR CUSTOMERS

4. Key Canadian Tourism Markets Brazil South Korea China Japan India Mexico France Germany Australia

5. HOW DOES THIS IMPACT YOU? Cape Breton’s world- renowned reputation Increasing # of diverse visitors Critical to provide a world-class experience with world-class service

6. EXAMPLES FOR PERSPECTIVE Canada / US = “OK” Brazil = vulgar gesture Southern France = zero/worthless Japan = $$

7. EXAMPLES FOR PERSPECTIVE In Canada = “OK” Australia = rude gesture

8. CUSTOMER SERVICE TIPS SMILE Be: Patient Flexible Sensitive Observant Careful using slang / jargon Proceed with caution Avoid stereotypes

9. TRAINING STRATEGIES Have “tip sheets” available to staff Train staff on customer service tips for customers from other countries Quiz staff on information presented on the “tip sheets” Ensure staff understand the importance of non-verbal communications Ensure staff are striving to not just meet but exceed expectations of ALL customers

10. WRAP-UP Visitors to Canada should be doing their part to adapt to the cultures and customs while here. Having information on their cultures shows you care about them feeling comfortable so they enjoy their time here Enhances customer service experiences! Think about what YOU would want/expect when traveling internationally and use those considerations in your training plans.

11. QUESTIONS?