Objective:
The objective of this lesson is to equip learners with the knowledge and skills to effectively apply customer care strategies in a diverse range of cultural and global contexts. By the end of this lesson, learners will understand the nuances of customer care across different cultures, and how to tailor their approach to meet the varied expectations and communication styles of an international customer base.
Comprehensive Content Overview:
Customer care skills are essential for any business that seeks to maintain a positive relationship with its customers. These skills include effective communication, active listening, problem-solving, empathy, and adaptability. In a global context, customer care also involves cultural sensitivity and awareness, language proficiency, and an understanding of international business etiquette.
In-depth Explanations with Actionable Insights:
Effective Communication: In Japan, for example, communication is often indirect and high-context, meaning that people rely on non-verbal cues and the context of the conversation much more than the actual words spoken. A customer care professional dealing with Japanese customers should pay close attention to what is not being said and should be cautious with direct language.
Active Listening: When serving Middle Eastern customers, active listening is crucial. It’s common for customers in this region to expect a personal connection and may share more information than just the issue at hand. Showing ...
