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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.
- Prepares staff for culturally diverse clients
- Explains how to be clear
- Keeps all customers satisfied
- Customers With A Difference DVD (16 Minutes)
- Leader's Guide
Produced by CRM Learning