At Your Service - Program Content

At Your Service: Working With Multicultural Customers engages participants in defining and understanding culture and the foundations of customer service. Exercises encourage participants to conceptualize culture broadly and help participants realize the significant role culture plays in the service encounter. Awareness and sensitivity to cultural diversity helps service providers adapt delivery methods to ensure that each customer receives quality service to meet their needs and expectations.

The At Your Service program encourages participants to think about personal benefits to be gained from providing excellent service, helping them connect individual goals with those of their organization and their community.

Foundations of Service

At Your Service exercises put participants in both customer and service provider roles to introduce the foundations of outstanding customer service, which we identify as the "Four A's" - Attitude, Attention, Action, & Appearance. Participants build their knowledge and service delivery skills in these foundation areas.

Program Content includes:

  • Defining Culture
  • Definitions of Culture
  • The Culture Iceberg
  • Customer’s View of Service
  • Moments of Truth

Attitude: Project A Service Attitude

  • The Service Attitude
  • How Attitudes are Formed

Attention: Focus on the Customer

  • Perception and the influence of culture
  • Customer Needs and Expectations
  • Communication Dynamics
  • Skills to Respond to Customer Needs
  • Developing and Using Intuition

Action: Take Initiative and Respond to the Customer

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

Appearance: Present Your Best Side to the Customer

  • Personal Appearance
  • Facilities/Surroundings
  • Team Approach