Bridge cultural and communication differences with the universal language: great service!
A new customer service scenario, designed for today’s high-efficiency, money-saving training needs.
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.
Learning Points
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- 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 alternatives to barriers
Features
- Easy-to-use – includes facilitators manual designed by service experts
- Highly engaging – quick-paced, lifelike scenario gains and retains attention
- Save time – quick program for efficient learning and behavioral change
- Versatile – use for meetings openers, training sessions, refreshers and more
Program Contents
- DVD (Broadcast-quality, filmed in HD with professional cast and crew)
- Facilitators guide on CD-ROM:
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- Facilitator’s Guide
- Activities
- Discussion Questions
- Student Worksheet
- PowerPoint file
- Pre and Post-Training Assessment
Program Length 4:33 minutes
See Other Programs in this Series
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