Category Archives: impact of diversity on customer service

Providing Effective Customer Service in a Diverse World

Providing effective customer service in a diverse world is something that virtually anyone in an organization must master in today’s business world. As the world grows smaller economically and otherwise (e.g. world trade, international travel, outsourcing and offshoring of jobs, worldwide … Continue reading

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The Impact of Gender Roles on Customer Service

Culturally and individually, people view the role of men and women differently. Although gender roles are continually evolving throughout the world, decision-making and authority are often clearly established as male prerogatives within many cultures, subcultures, or families. For example, in … Continue reading

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Customer Service Skills for Success 6th by Robert W. Lucas Now Available

The top-selling customer service textbook in the United States, Customer Service Skills for Success by Robert W. Lucas, is now in print from McGraw-Hill. This 6th edition includes four-color layout with more images to enhance the content and a completely changed graphic appearance. In the … Continue reading

Posted in business phone etiquette, business to business customer service, communication skills, consumer behavior, cultural diversity, Customer communication, customer expectations, customer loyalty, customer needs, customer relationship management, customer retention, customer satisfaction, Customer Service, customer service diversity, customer service over the telephone, customer service representatives, customer service skills, customer service trends, customer wants, customer-focused organizations, delivering excellent customer service, demographics, ecommerce, global customer service, impact of diversity on customer service, Projecting a positive telephone service image, Service 101, service culture, Service recovery, Social media in customer service, taking a phone message, Technology based customer service, telephone etiquette, verbal communication skills, what is service culture | Tagged , , | Comments Off on Customer Service Skills for Success 6th by Robert W. Lucas Now Available

Effective Verbal Communication Can Lead To Customer Satisfaction and Customer Retention

You may have heard that the expression it is sometimes not what you, but how you say it that makes a difference. Nothing is more true when you are dealing with a multi-cultural, diverse customer-base. In many situations, when customer … Continue reading

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Communicating Effectively with Customers Who Have Disabilities

When the 1990 Americans with Disabilities Act was passed in the United States, the number of people with disabilities was estimated to be over 43 million. Since then the number of aging societal members has swelled that number to more … Continue reading

Posted in brand loyalty, communication skills, customer appreciation, customer expectations, customer loyalty, customer needs, customer relationship management, customer satisfaction, Customer Service, customer service 101, customer service diversity, customer service management, customer service representatives, customer service skills, impact of diversity on customer service, methods of communication, nonverbal communication, quality customer service, Service 101, verbal communication skills | Tagged , , | Comments Off on Communicating Effectively with Customers Who Have Disabilities

Dealing with Difficult Customers

You may think of difficult customer contacts as those in which you have to deal with negative, angry, demanding, or aggressive people. These are just a few of the types of potentially difficult interactions that you may encounter as a … Continue reading

Posted in customer centric, Customer communication, customer relationship management, customer retention, customer satisfaction, Customer Service, customer service 101, customer service across cultures, customer service skills, delivering excellent customer service, global customer service, impact of diversity on customer service, quality customer service, Service breakdowns, Service recovery | Tagged , , , | Comments Off on Dealing with Difficult Customers

Customer Service Inspirational Quote – Sam Walton

A key to being a successful customer service representative is gaining the knowledge and skills necessary to deal with a changing global business environment. In today’s world, it is not enough for service providers to simply be knowledgeable about their … Continue reading

Posted in cultural diversity, Customer communication, customer expectations, customer needs, customer relationship management, customer satisfaction, Customer Service, customer service 101, customer service across cultures, customer service quoatation, customer service quotation, customer service quote, customer service representatives, customer service skills, delivering excellent customer service, demographics, global customer service, impact of diversity on customer service, quality customer service, quotations, Service 101, Service recovery | Tagged , , , , | Comments Off on Customer Service Inspirational Quote – Sam Walton

Differing Time Management Perspectives in a Global Customer Service World

As a service provider, you may encounter someone whose view of time differs significantly from yours. You should learn to adapt. Many cultures view the past, present and future differently and may place more or less importance on them than … Continue reading

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Quote on Change – Charles Darwin

Change is a constant in the world. This is especially true in the customer service profession. Recent decades have seen the advent of computerized and technology-based service delivery, shifts in economies, an evolving diverse customer population and may other factors … Continue reading

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Preparing to Serve a Diverse Customer Base

Many organizations and employees have realized the importance of creating a fair and equal environment in which everyone feels respected and valued. This is especially important in a service environment where employees encounter customers who have different characteristics. Providing good … Continue reading

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