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Read Multicultural Customer Service and you will learn how to provide excellent customer service to individuals from a variety of backgrounds. By examining customer service scenarios, completing a list of self-assessment exercises, and reviewing case studies of organizations that have mastered multicultural customer service, you will develop the skills to make every customer feel "at home." Whether you have one customer or one million, this book will help you deliver the best customer service possible.
Chapters
- Self-Assessment
- Chapter 1 - What is Customer Service?
- Chapter 2 - Providing Multicultural Customer Service
- Chapter 3 - Developing Cultural Understanding
- Chapter 4 - Overcoming Barriers to Multicultural Customer Service
- Chapter 5 - Multicultural Customer Service Needs
- Chapter 6 - Communicating Across Cultures
- Chapter 7 - Communicating Across Language Differences
- Chapter 8 - Multicultural Customer Service: Service Examples and Heroes
- Appendix A - Comments about Scenarios
- Appendix B - More Multicultural Resources
Post Test
- Bibliography
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