© 2012 by Robert W. Lucas

Chapter 8: Customer Service in a

diverse world

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© 2012 by Robert W. Lucas

Learning Outcomes

• 8-1 Recognize that diversity is not a bad thing.

• 8-2 Describe some of the characteristics that make people unique.

• 8-3 Embrace the need to treat customers as individuals.

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© 2012 by Robert W. Lucas

Learning Outcomes

• 8-4 Determine actions for dealing with various types of people.

• 8-5 Identify a variety of factors that make people diverse and that help to better

• serve them.

• 8-6 Communicate effectively with a diverse customer population.

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© 2012 by Robert W. Lucas

What is diversity?

• Definition

– Diversity

– Cultural diversity

– Importance of diversity

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© 2012 by Robert W. Lucas

Customer Awareness

• Your awareness of diversity

• Ramifications of misunderstandings

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© 2012 by Robert W. Lucas

Values

• Define

• Characteristics of values

• Examples of values

– Modesty

– Expectations of privacy

– Forms of address

– Respect for elders

– Importance of relationships

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© 2012 by Robert W. Lucas

Values

• Examples of values

– Gender roles

– Attitude toward conflict

– Concept of time

– Level of punctuality

– Ownership of property

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© 2012 by Robert W. Lucas

Providing Quality Service

• Language differences

– Only 20% of the population speaks English

– Tips for non-English speakers

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© 2012 by Robert W. Lucas

Providing Quality Service

• Customers with disabilities

– Hearing

– Vision

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© 2012 by Robert W. Lucas

Providing Quality Service

• Customers with disabilities

– Mobility

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© 2012 by Robert W. Lucas

Providing Quality Service

• Providing service to diverse groups

– Elderly customers

– Younger customers

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© 2012 by Robert W. Lucas

Communicating with Diversity

• Tips for verbal communication

• Consider nonverbal communication

– i.e. pointing, facial expressions