Lesson 10: Global Perspectives on Service Skills

Objective:

The objective of this lesson is to equip learners with an understanding of how service skills apply and vary in different cultural or global contexts, enabling them to provide effective and culturally sensitive service across international and multicultural environments.

Comprehensive Content Overview:

Service skills are the competencies required to provide excellent service to customers or clients. They include communication, empathy, adaptability, problem-solving, and cultural awareness. In a global context, these skills must be adapted to meet the expectations and norms of diverse cultures.

In-depth Explanations with Actionable Insights:

• Communication: Effective communication in service involves active listening, clear verbal and non-verbal cues, and the ability to adjust language and tone according to the customer’s cultural background. For instance, in high-context cultures like Japan, communication is often indirect and relies heavily on non-verbal cues, while in low-context cultures like the USA, communication tends to be more direct..
• Empathy: Demonstrating empathy requires an understanding of the customer’s feelings and perspective, which can vary widely across cultures. In some cultures, expressing sympathy may be expected, while in others, maintaining a more formal distance is the norm..
• Adaptability: Service providers must be flexible and able to adjust their approach when faced with cultural differences or language barriers. This could mean adopting a more formal protocol with certain international clients or varying ...