Management Center's Cultural Sensitivity for Customer Services

Presenter: Ms. Lauren Supraner, is the president and founder of CAL Learning, a culture and language consulting company. With 20 years experience, Lauren has developed and delivered programs for Fortune 500 companies, government agencies and not-for-profits. Previously, Lauren was Director of Training and Workforce Development at Pace University. She holds an MA in TESOL from Columbia University.
 
Workshop Description:
In this workshop, learn how to create a welcoming and helpful environment that meets the needs of your diverse clients, and see how applying cultural sensitivity in customer service affects the bottom line. Discover how cultural identity impacts expectations and behaviors for both employee and customer. Identify which cultures prefer relationship-focused customer service and which cultures value efficiency and speed. Learn tips to assess a client’s English language level and how to adjust your language accordingly to improve communication and customer service. Participants will define and analyze customer service conflicts that arise from cultural orientation and develop techniques to resolve them. Learn how to listen - the number one intercultural skill necessary for excellent customer service.
Topics to be discussed:
•  Identify how culture impacts expectations and behaviors surrounding customer service.
• See how bias, prejudice and cultural filters influence client service.
• Identify cross-cultural conflict areas and troubleshoot ways to resolve them.
• Differentiate cultural expectations of task-focused or relationshipfocused customer service.
• Identify and assess LEP clients; adjust your communication style to improve interaction.
Who should attend: All professional staff.