A training intervention designed to help your managers and employees better understand the key approaches for providing outstanding customer service in an international environment. The international environment can be identified as both external customers and internal team members who come from diverse cultural backgrounds, or team members who come from diverse cultural backgrounds. The training can include extensive use of role-plays to emphasize learning points. Often, video tapes of participants actually using effective cross-cultural skills are examined to reinforce skills.

Course Overview:

This course also includes Doug's basic customer service modules, which are listed below. Emphasis is placed upon the development and maintenance of the attitude that all customers, both internal and external are important and are our "Guests." Specific skill sets are introduced and practiced, in live practice sessions and on video, to support this customer service approach. This process enables the participants to learn and practice new skills, in a supportive environment, thus empowering them to be more effective with their respective customers back on the job.

Training Topics:

Culture's Consequences

The Cultural Iceberg

From 'Local Service" to "Global Service": Success Stories from Companies Who've Been There

Customer Service: The Pain of Neglect, The Joy of Attention

• Experience the Emotion of Poor Service
• How Do You Feel When Your Expectations Aren't Met?
• Recall a Time When Your Expectations Were Exceeded. What Did it Take?
• The "Customer Service Attitude": What Is It?

How to Deal With the Angry Customer

• Phrases and Gestures to Avoid
• Active Listening With R.A.P.S.

Words, Tone and Actions: How Sincere are You?

• As a Manager
• As a Front-Line Employee
• "Do As I Say, Not As I Do"

Even Monkeys Fall From Trees: The Balancing Act of Leadership and Service

• Recovering From Inevitable Mistakes: Lessons from Disney

A Company Without a Vision is Like a Ship Without a Rudder

• Clarifying Your Vision: Is it Really A Goal?

Excuse Me, What Did You Say? Communicating With People from Other Cultures

• The Role of Culture in Communication
• How Effective Is Your Style With Your International Customers?

Intercultural Communication Skills That Work

• The Role of Culture in Communication Style
• One-to-One Role Plays: Using English in an Intercultural Setting, or Culturally Appropriate Service (Several participants engage in a role-play with instructor, who assumes the role of either a non-native speaker of English or of the cultural-other customer)

Taking It Home: What Do We Do Now?