Developing World Class Customer Service

This course identifies opportunities to excel with your international customers by offering practical techniques for handling foreign visitors, methods to demonstrate empathy and build rapport and the confidence to deal positively with challenging situations.

Objectives

• Increase sales by improving the interaction between selling staff and your international customers through a raised level of cultural awareness and sensitivity.
• Enable your selling staff to avoid potentially awkward or embarrassing cultural faux pas.

Introduction to Culture

Stereotypes and Generalisations

What do we know about each other?

Cultural Values: For each culture

• Meeting and greeting
• Reading and responding to body language and gestures
• Hierarchy and status
• Religious and cultural holidays
• Gifts – recommendations, symbolism, taboos, etiquette

The importance of formality, courtesy, religion, hospitality and respect

Effective communication

• Avoiding offence
• How to deal with issues and complaints
• How to refuse a request
• How to apologise

Service expectations

Social, political and everyday taboos for each culture

Case-Studies

What went wrong?

Final questions, summary and course evaluation

To find out more please contact Sue Curry, MD on 020 8295 5877, alternatively email sue.curry@babelgroup.co.uk