1. Customer Service in a Diverse World
CHAPTER EIGHT
Customer Service in a Diverse World

2. LEARNING OBJECTIVES Recognize differences are NOT bad
Develop sensitivity to uniqueness
Understand need to treat customers as individuals
Determine actions for dealing with people
Identify factors that make people diverse
Comply with legal requirements
Serve all customers effectively

3. DEFINING DIVERSITY
Innate characteristics
Learned or gained factors

4. DIVERSITY The different characteristics,
values, beliefs, and factors that
make people different, yet
similar.

5. CULTURAL VALUES Taught at young age
Based on beliefs of culture or subculture
Not better or worse than others
Indicate acceptable behaviors and practices
Can impact service
Influence perceptions and actions
Expressed openly or subtly

6. TYPICAL CULTURAL VALUES
Modesty
Expectations of privacy
Forms of address
Respect for elders
Importance of relationships
Gender roles
Attitude towards conflict
Concept of time
Ownership of property

7. QUALITY SERVICE TO DIVERSE GROUPS
Language differences
Disabilities
Elderly customers
Younger customers

8. QUALITY SERVICE TO DIVERSE GROUPS
Language differences
- Customer guides conversation
- Be flexible
- Listen patiently
- Speak clearly & slowly
- Speak at a normal volume
- Use open-ended questions
- Pause frequently
- Use standard English

9. QUALITY SERVICE TO DIVERSE GROUPS
Language differences
- Use universally understood references
- Look for non-verbal cues
- Paraphrase the customer’s message
- Try writing the message
- Try another language
- Avoid humor & sarcasm
- Look for positive options
- Be less critical

10. QUALITY SERVICE TO DIVERSE GROUPS
Language differences
- Use questions carefully
- Use a step-by-step approach
- Keep your message brief
- Check frequently for understanding
- Keep smiling!

11. QUALITY SERVICE TO DIVERSE GROUPS
Customers with Disabilities
- Customers with hearing disabilities
- Customers with vision disabilities
- Customers with mobility or motion disabilities
* Be prepared and informed
* Offer, do not force, assistance
* Be respectful

12. QUALITY SERVICE TO DIVERSE GROUPS
Elderly Customers
- Be respectful
- Be patient
- Answer questions
- Try to not sound patronizing
- Remain professional
- Guard against biases
- Communicate effectively

13. QUALITY SERVICE TO DIVERSE GROUPS
Younger Customers
- Be respectful
- Avoid condescending or demeaning language