Serving a Diverse Customer Base

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Description:
In organisations that are serving a diverse range of customers there is a need to have a diverse workforce that mirrors the composition of the customer base and to develop an inclusive environment where the employees feel valued and communicate that by responding to the needs of their customers.
Prerequisites:
none
Course Contents:
 The foundations of customer service
 Establishing needs and wants
 The cultural iceberg
 How your knowledge of cultural diversity affects perceptions of customer service
 Dispelling the myths about multicultural customers
 Diversity beyond ethnicity
 Creating loyal customers
 Techniques for handling difficult situations
 Dealing with complaints
 Handling unrealistic expectations
 Working with customers with ESL
 Looking your organisation through your customer`s eyes