Chapter 2 Serving a Diverse Population of Customers

1. Chapter 2Serving a DiversePopulation of Customers Objectives • Describe diversity in the workplace relative to the needs of a business enterprise • Identify the four personalities of customers and distinguish among them • Contrast customer service activities among the four generational groups • Learn how to communicate effectively with disabled persons The World of Customer Service, 2e Odgers

2. Ethnic and Cultural Diversity • The collaboration of cultures, ideas, and different perspectives is now considered an organizational asset. • Assimilation – “Melting Pot” approach. • Inclusion – Leveraging differences for the benefit of the organization. The World of Customer Service, 2e Odgers

3. Diversity in the Workplace • Diversity can include • Race, age, gender, sexual orientation, ethnicity, physical ability, religion, education, appearance, or any other characteristic • Not only the workforce, but the nation’s customer base, too, is becoming diverse. The World of Customer Service, 2e Odgers

4. Culture – A system of shared values, beliefs, and rituals that are learned and passed on and that affect a person’s perception of the world. Cultural differences are seen in Nonverbal behaviors Concept of time Concept of space Cultural Values andWorkplace Communication The World of Customer Service, 2e Odgers

5. Customer Personalities • The Analytical – wants to be systematic, well organized, and deliberate • The Driver – wants to save time, values results, loves being in control and doing things a certain way • The Amiable – wants to build relationships, loves to give others support and attention • The Expressive – values appreciation, loves social situations, likes to inspire others The World of Customer Service, 2e Odgers

6. Generational Differences • Having an awareness of a customer’s generation and knowing that generation’s service preferences lead to great customer service. • Good service must be seen from a customer’s point of view. The World of Customer Service, 2e Odgers

7. Matures – Born prior to 1946; patriotic, loyal, fiscally conservative Baby Boomer Generation – Born between 1946 and 1967; idealistic, competitive, questions authority Generation X – Born between 1965 and 1981; resourceful, self-reliant, highly adaptive Millennial Generation – Born after 1981; confident, ambitious, tech-savvy Four Generations The World of Customer Service, 2e Odgers

8. The Disabled Customer • Disability • A condition caused by an accident, trauma, genetics or disease, • which may limit a person’s mobility, hearing, vision, speech, or mental function • The Americans with Disabilities Act The World of Customer Service, 2e Odgers

9. Understanding Disabilities • Serving people with disabilities is based primarily on respect and courtesy without being condescending. • CSRs communicate with people who are • physically disabled, visually impaired, hearing impaired, mobility impaired, speech impaired, and learning disabled The World of Customer Service, 2e Odgers

10. Service Animals • A service animal is not a pet. • Reminders when serving a person who is accompanied by a service animal: • Do not touch the service animal • Do not make noises at the service animal • Do not feed the service animal The World of Customer Service, 2e Odgers