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.
Cost: Price on application
Duration: 1 day
This course is not available as part of our public schedule but can be provided on a customised client specific basis.
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