Understanding Customer Diversity

This training video illustrates why there is a need to recognise the differences between customers and how to respond to these differences in a positive manner. Encourage your people to put themselves in their customer's shoes - what sort of service do they expect? What would make them want to do business with an organisation again?

Learning includes:
* Why all customers are worthy of your time
* How to simplify your language for customers unfamiliar with your language or procedures
* Why you should avoid jargon, jokes and plays on words
* How to clearly signal when moving from one subject to the next
* Be prepared to repeat yourself without sounding annoyed

Taylor is a telephone salesperson in a busy international freight company. One of her customers is Ruzita, who is trying to send an urgent parcel to Malaysia. Ruzita is new to Taylor's country and English is her second language. Meanwhile Taylor is frantically trying to organise travel arrangements for her own mother to fly to a small, remote province abroad for the birth of her first grandchild.
Your participants will identify with Taylor's experience as she grapples with the challenge of being both a service giver and customer, when dealing with people who are different to you. Valuable practical skills and the importance of stretching your comfort zone are clearly demonstrated throughout the video, with positive outcomes all round for Ruzita, Taylor and her mother - and an active learning experience for your people.

Applicable for:
* Business to business communication
* Business to consumer communication
* Call centre training
* Face-to-face customer care training
* Outbound calling
* Communication skills
* Active listening skills
* Internal customer care