Definitions
A person's principles or standards of behavior; one's judgment of what is important in life.
Values
An act that make it so disabled people had to be treated equally and have access to all things
Americans with Disabilities Act of 1990
Refers to people who were born in mexico, cuba or central/south america
Hispanic culture
customer leads the conversation without you taking control
Why is it important to stay calm when resolving a conflict with a customer from a different cultural background?
Staying calm shows respect and professionalism, helping prevent misunderstandings that may arise from different emotional or communication styles.
showing restraint in behavior, speech, and dress.
Modesty
How can you better assist customers who have a hearing disability?
Do not cover you mouth and speak clearly
Hispanic decent
Latino culture
Use open ended questions
(give example)
sentences using "what" "when" "how" "where" "why"
How can active listening help resolve conflicts in a diverse customer service environment?
Active listening ensures the customer feels heard and valued, allowing the representative to fully understand the issue before responding.
the belief that personal information provided to an organization will be safeguarded
Expectation of privacy
What are some ways you can better serve customers with vision impairments?
Talk clearly and be descriptive
A value held high by most cultures to respect those of an older generation
Respect for elders
Communicating with out slang or unnecessary words
What is a respectful way to clarify a misunderstanding caused by cultural differences?
Politely ask questions or rephrase what the customer said to confirm understanding, without making assumptions about their culture or intent.
online writing platforms where people post about daily life or opinions.
Blog
What should you remember to do when serving older customers?
Refers to importance concept of honor dignity or self esteem in many asian cultures
Face
"speaking" with hand motions to convey wants and or needs
Sign language
How should a customer service agent respond if a customer’s communication style seems abrupt or overly direct?
Recognize that communication styles vary by culture and focus on the message rather than the tone, maintaining professionalism and patience.
2 Words that describe the way time is perceived ie.
time being most important
time being fluid
Monochronic and Polychronic
What are some strategies that you might use to ensure effective communication with all types of customers?
Do not discriminate
Be clear and open
Talk assertively but not degrading or demanding pitch up tone of voice to show kindness
some countries frown upon it, others use it
Ownership of property
How can tone and body language help when serving a non-English-speaking customer?
Tone and body language can show friendliness, patience, and understanding, helping the customer feel comfortable and supported even without shared words.
What is one effective strategy for preventing conflicts in a culturally diverse setting?
Learn about and respect cultural norms and preferences to anticipate potential misunderstandings before they escalate.