Please Every Customer: Delivering Stellar Customer Service Across Cultures

by Robert W. Lucas

Overview

Deliver Valuable Service to a New World of Customers

As the economy globalizes, customers are becoming more and more diverse making your job harder than ever. Regardless of differences in values, age, abilities, and other factors, the pressure is on to deliver exceptional customer service every step of the way. Help is here.

Please Every Customer provides key information about how people of different cultures and groups communicate, view relationships, and value time—so you can provide the best service for each of your customer’s needs and expectations.

Whatever the nationality, age, or gender of your customer, Please Every Customer gives you the tools to:

• Overcome differences in language
• Recognize and accommodate customer needs
• Make positive first impressions
• Avoid stereotypes
• Gain trust
• Listen “actively”
• Identify crucial nonverbal cues

The age-old customer-service maxim “the customer is always right” isn’t enough anymore. Use Please Every Customer as your road map to navigate the new world of customer service.

Product Details

ISBN-13:	9780071748544
Publisher:	McGraw-Hill Education
Publication date:	06/17/2011
Sold by:	Barnes & Noble
Format:	eBook
Pages:	304
File size:	4 MB

About the Author

Bob Lucas is president of Creative Presentation Resources, a creative training and products company, and founding managing partner for Global Performance Strategies, LLC, an organization specializing in performance-based training and consulting services.

Table of Contents

Introduction; Chapter 1: Delivering Effective Customer Service in a Diverse World; Chapter 2: Identifying and Dealing with Consumer Behavior; Chapter 3: Creating a Professional Service Image; Chapter 4: Improving Interpersonal Communication Skills; Chapter 5: Tapping Non-Verbal Communication Skills for Success; Chapter 6: Really Listening to What the Customer is Saying; Chapter 7: Managing Your Time to your Advantage; Chapter 8: Reducing Stress on the Job; Chapter 9: Addressing Service Breakdowns; Chapter 10: The Role of Technology in Closing the Global Service Gap; Appendixes; Resources