Providing Outstanding Service Across Cultures
Globalization, technological and transportation accessibility have made it easier, more convenient, less expensive and more profitable for international organizations to expand their businesses globally to service more customers across many cultures and languages.
However, today many organizations still provide customer service without understanding and using the knowledge and skills to service multicultural customers. It's easy to provide good customer service to the ones who speak our language and share our culture, but what about those customers who have a different language and/or culture.
"Multicultural Customer Service: Providing Outstanding Service Across Cultures" was co-written by PRISM's President and CEO Linda Stokes for the purpose of increasing the knowledge, confidence and skills for serving customers across cultures and languages. This book builds off existing customer service knowledge and skills while expanding and integrating multicultural understanding so that exceptional service may be provided to all customers - regardless of culture or language differences.
The book begins with a self assessment to gauge the reader's awareness of working with multicultural customers. This is followed by examining customer service in general and then more specifically at multicultural customer service. Next, there is a more detail examination of culture and its impact on the service experience. Special tips are provided for communicating across cultures and languages. Next, several outstanding multicultural customer service case studies and examples are highlighted. The book concludes with a multicultural resources guide which is very helpful to the global traveler and a post-test.
One reviewer wrote: "...the only book of its kind...is a rich mine of multicultural learning tools and best practices for people who must interact daily with a variety of customers, clients or guests...(the book) fills a gaping hole in the multicultural education market...".
TOP
