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Customers With A Difference

How do you handle a customer with a different cultural background or for whom English is a second language? This video reveals to your CSRs the five essential steps to making a different customer a satisfied and returning customer.

  • Prepares staff for culturally diverse clients
  • Explains how to be clear
  • Keeps all customers satisfied
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This program's producer has chosen CRM Learning to manage its US distribution. You can feel confident that it meets the same quality guidelines as our own products. All CRM Learning discounts apply.

This product does not have:
  • Sample Training Guide

Customers With A Difference

Run time: 16 Minutes

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

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.

Participants will learn to:
  • Give instructions in a logical order
  • Repeat information without sounding annoyed
  • Avoid jargon and use simple language
  • Show sensitivity and understanding
  • Never be, or sound patronizing

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  • DVD
  • Leader's Guide PDF
  • (Support materials will be emailed to buyers)


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