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About

Part of the Just A Call Away Series on telephone skills.

How do you handle a customer with a different cultural background or for whom English is a second language? What do you do, and how do you do it? Watch and learn.

This program deals with one of the biggest problems that organizations have: Talking with people who use English as a second language. Customers With A Difference reveals to your CSRs the five essential steps to making a different customer a satisfied and returning customer.

Encourage your telephone customer service agents to take up the challenge and stretch their comfort zone when dealing with customers who have a different cultural background or first language.

Taylor works for an international freight company. One of her customers, Ruzita, is trying to send a parcel to her mother in Malaysia. Taylor is also trying to organize travel arrangements for her own mother to fly overseas.

Our story, one that is played out every day all over the world, follows the challenge of being both a service provider and a customer, when dealing with cultural differences and language barriers. Taylor complains about the treatment she receives at the hands of the foreign visa department; however, when faced with a similar situation in her own work her reactions are not dissimilar.

After learning some valuable practical skills, Taylor has a pleasant, productive exchange with Ruzita and the urgent parcel is sent to Malaysia.

Benefits Include:

  • Prepares staff for culturally diverse clients
  • Explains how to be clear
  • Keeps all customers satisfied

Package Includes

  • Customers With A Difference DVD (16 Minutes)
  • Leader's Guide

Produced by CRM Learning

This is available as part of

Just A Call Away Series
Get more out of each call by using the proven strategies and techniques in these five action-packed videos. Each tells a story that reveals the best steps for handling telephone service encounters with skill and a caring attitude.
Get more out of each call by using the proven strategies and techniques in these five action-packed videos. Each tells a story that reveals the best steps possible to ensure that your people handle every call with excellent customer service skills and a caring attitude. Service representatives who d... read more
Topics
Customer Service
Uses
Telephone Customer Service
Video Running Time (minutes)
16:00
Producer
CRM
Presentation Style
Dramatic Vignettes
Course ID
00506

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