DVD Training Videos


Categories
Cross Cultural Communication - Customer Service

A short telephone service video to help customer service teams understand the value of proper communications in a variety of customer situations involving cultural diversity. Available individually or as part of the Customer Service Impact! Series.

Duration 4 min
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PRICE:  $0.00

A short telephone service video to help customer service teams understand the value of proper communications in a variety of customer situations involving cultural diversity. Available individually or as part of the Customer Service Impact! Series.

In Part 1, service representative Valerie receives a call from Lois, a customer from another culture. Valerie speaks quickly and uses slang, frustrating Lois. Valerie is impatient with Lois' accent and English, and belittles her, despite the fact that Lois has taken the time to learn Valerie's language. Valerie insults Lois, and loses a customer.

In Part 2, Valerie approaches the same situation differently, adapting to the customer's unique needs. Valerie speaks slowly, clearly, and properly. When Lois uses unfamiliar words, Valerie seeks to reframe to understand her. Despite being challenged by the communication difficulties, Valerie takes personal responsibility, finds a solution, and ultimately triumphs with yet another happy customer.

Key Learning Points include:
  • Avoid slang -use proper language
  • Be patient with accents, unfamiliar terms
  • Speak slowly, clearly
  • Respect and appreciate the customer's effort to learn your language
  • Reframe and seek alternates to barriers
Facilitators guide CD-ROM includes:
  • Facilitator's guide
  • Activities
  • Discussion Questions
  • Student Worksheet
  • PowerPoint file
  • Pre and Post-Training Assessment
Products Specifications
Formats Available DVD
Duration 4 min
Supporting Materials Facilitator's Guide on CD: Activities, Discussion Questions, Student Worksheet, PowerPoint, Pre and Post-Training Assessment
Language English
Languages Available English
Product Categories
Customer Service