This practical training is tailored specifically to a service-task or work situation, for examplea customer service counter. It focuses on the aspects of good customer service in Australia and the expectations of good customer service in other cultures.
The course enables participants to recognise what defines good customer service when working cross- culturally and how it can be improved. It also introduces participants to customer service traditions across different cultures, the pitfalls and challenges of customer service when working cross-culturally and explains how to best handle difficult customers.
For further information or a free and friendly consultation at your workplace, please
The course enables participants to recognise what defines good customer service when working cross- culturally and how it can be improved. It also introduces participants to customer service traditions across different cultures, the pitfalls and challenges of customer service when working cross-culturally and explains how to best handle difficult customers.
For further information or a free and friendly consultation at your workplace, please
contact us
.
CULTURALLY COMPETENT CUSTOMER SERVICE
COURSE BENEFITS
1.
Improved customer service by u
nderstanding cultural variations on customer service expectationsLess frustration by appreciating different communication styles across cultures3.
Higher client satisfaction by being able to recognise and adapt to specific customer behaviour styless4.
More confidence by using techniques for dealing with difficult customers and speakers of English as a second languageRequest a quote
Request a quote
COURSE CONTENT
1.
Exceptional customer service in Australia and in other cultures2.
Customer behaviour in Australia and in other cultures3.
Recognising issues in cross-cultural customer service: role, status, age, gender, language, dress 4.Cross-cultural communication styles:high/low context, direct/indirectness5.
Interpreting non-verbal communication6.
Language issues: communicating inEnglish as an international language7.
Practical tools and strategies for communicating more effectively across culturesWHO SHOULD ATTEND?
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Everyone in contact with people fromdiverse cultural backgrounds -
Managers-
Supervisors-
Team Leaders-
Human Resource Specialists-
Employees-
Business OwnersServices
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"Your expertise on the culture of our host country prepared us extremely well for our posting."
DRA, participant
DRA, participant
"I had no idea that the same situation can be interpreted differently by people from other cultures. Thanks for opening my eyes!"
Winkels Akademie, participant
Winkels Akademie, participant
"I now feel confident that I can handle cultural differences on my overseas posting. Thank you and well done!"
Nokia, participant
Nokia, participant
"Your trainer managed to teach us practical skills rather than just awareness. I highly recommend it."
Guardian, participant
Guardian, participant
"We now understand what drives different behaviour and how to adapt to it."
City of Port Phillip, Participant
City of Port Phillip, Participant
"Your pre-departure training is a must for anyone relocating to another culture."
Corning Inc., Participant
Corning Inc., Participant
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Cultura FrancaABN 74 865 959 747www.culturafranca.com.au training@culturafranca.com.auTel. (03) 93975409
ABN 74 865 959 747www.culturafranca.com.au training@culturafranca.com.auTel. (03) 93975409