International Customer Service – One Size Does Not Fit All

When providing international customer service, it is vital to understand that different cultures experience the same situation according to their own cultural values. A failure to appreciate these differences can lead to misunderstandings and a poor experience for both the customer and your business. Factors such as perceptions of time, how you phrase a question and a myriad of other cultural nuances play a vital role in how you are received by your customer - and these will be different for each market you enter.

Designed for all staff dealing with international customers and suppliers, this course will be facilitated by one of our senior consultants, Anna Shevchenko, and is based on over 20 years hands-on experience. It blends key international customer service principles with case studies, role play, group discussions and quizzes to enhance and review learning.  

At the end of the workshop, participants will be able to:

• Manage their international customer service effectively and understand various cultural attitudes to customer service and customer support.
• Analyse and understand international customer needs; decode body language; deal with customers across the language barrier and avoid the risk of causing offence.
• Recognize and utilize different, country-specific customer service techniques and the powers of persuasion.
• Understand culture specific attitudes to: questioning, service expectations, attitude to time and deadlines.
• Manage misunderstandings and conflicts and deal with emergencies in accordance with national expectations of various cultures.

Workshop Timings:  10:00-16:00