Diversity Customer Service Training
Diversity Customer Service Training provides staff with the tools to demonstrate respect for, and understanding of, employee and client/customer differences. This in turn leads to increased productivity and emotionally healthier workplaces.
You Will Learn:
- marketing and customer service initiatives become more effective;
- awareness is heightened and knowledge increased;
- valuing client diversity becomes a staff and management objective;
- companies become an employer of choice;
- skills to resolve diversity-related conflict are developed.
Exact training content is custom designed to meet client needs.
Content:
- Defining Diversity Customer Service
- Valuing Differences and the Respectful Workplace
- Changed and Changing Demographics
- Impact of Stereotypes and Prejudice on Customer Service Initiatives
- Obstacles to Delivering Effective Diversity Customer Service
- Responding to Clients with Special Needs
- Culture, Communication and Purchasing Financial Services
- Telephone Customer Service Skills
- Asking Questions Effectively
- Verbal and Nonverbal Communication
- Listening Skills
- Assertive Communication
- Negotiation Skills
- Diversity Customer Service and Effective Cross-Cultural Communication
- Creating a Personal Diversity Customer Service Action Plan
Who Should Attend:
- Employees
- Managers
