Customer Service Excellence Across Cultures

• Ref Nr:

  IBCACS
• Experience Level:

  Standard
• Group:

  Main Group

Participants will learn to:

• Understand the values, habits and expectations of overseas' clients
• Apply cultural know-how to get the best out of international transactions
• Deal with culturally challenging situations in a professional and effective way
• Effectively use International English
• Offer high quality customer service regardless of cultural origin

Key topics covered:

• Overview of the role of “culture” within international business (especially in the service industry)
• The impact of culture on relationships between customers and front line staff
• Examining different styles of customer service and etiquette cross culturally and comparing the expectations and attitudes of customers
• Virtual communication skills using practical behavioural and communication tips to deliver quality customer service
• Key areas to be mindful of during cross cultural interactions and strategies to bridge difference
• Behaviours which are likely to cause offence in other international settings
• Constructing a country answer sheet/ fact sheet / best practice guide
• Personal and team action planning

International Business Skills

• China Cultural Awareness
• Cultural Awareness Training
• Customer Service Excellence Across Cultures
• Japan Cultural Awareness
• Saudi Arabia Cultural Awareness
• Thailand Cultural Awareness
• UAE Cultural Awareness

Specialisms

• G.I.L.T
• Export