In the ever-changing world of business, one principle remains constant: a satisfied,
loyal customer is your most valuable asset. As the world becomes a smaller place, customer service providers are
being faced with the challenge of meeting the diverse needs and expectations of a growing multilingual and multicultural
customer population.
In this book, readers learn how to provide excellent customer service to individuals from a variety of backgrounds.
By examining customer service scenarios, completing a series of self-assessment exercises, and reviewing case studies
of organizations that have mastered multicultural customer service, readers will develop the skills to make every
customer feel "at home." Whether you have one customer or a million, this book will help you deliver the
best customer service possible.
Table of Contents
Self-Assessment
1. What is Customer Service?
2. Providing Multicultural Customer Service
3. Developing Cultural Understanding
4. Overcoming Barriers to Multicultural Customer Service
5. Multicultural Customer Service Needs
6. Communicating Across Cultures
7. Communicating Across Language Differences
8. Multicultural Customer Service: Service Examples and Heroes
Post-Test
Bibliography |
