At Your Service - Program Content

At Your Service: Working With Multicultural Customers teaches the foundations of customer service and helps participants realize the significant role culture plays in the service encounter. Awareness and sensitivity to cultural diversity helps service providers adapt so that each customer receives quality service to meet their needs and expectations.

At Your Service: Working With Multicultural Customers
includes the following components:

Why is customer service training important?
The U.S. population is culturally diverse.
Minorities make up 25% of the total population.
19% of Americans have disabilities.
25% are under 18.
12% are over 65.
49% are Male.
51% are Female.
17.9% speak a language other than English at home.
11% live below the poverty line.
Does your staff know how to meet their needs?
(Source: 2000 Census)

Awareness: Culture in the Service Encounter

  • Defining Culture
  • The Culture Iceberg
  • Customer’s View of Service

Attitude: Project a Service Attitude

  • The Service Attitude
  • How Attitudes are Formed

Attention: Focus on the Customer

  • Identifying Customer Needs and Expectations
  • Communication Dynamics
  • Skills to Respond to Customer Needs

Action: Take Initiative and Respond to the Customer

  • Know Your Community/Organization
  • Service Standards
  • The Power of Words

Appearance: Present Your Best Side to the Customer

  • Personal Appearance
  • Facilities/Surroundings
  • Team Approach

View a PDF sample of the curriculum.

View a PDF sample of slides from the workshop powerpoint

 

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For more information contact:

Cynthia Messer (cmesser@umn.edu) or

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