Customer Success and Service
Cultural Sensitivity in Customer Service
Every day, businesses interact with people across a variety of cultures—from the call center employee taking complaints from across the globe to the barista taking orders from a customer in front of them. These exchanges can strengthen or ruin a business deal. That’s why it’s crucial to learn to practice cultural sensi...
Skills you will build
About this course
Every day, businesses interact with people across a variety of cultures—from the call center employee taking complaints from across the globe to the barista taking orders from a customer in front of them. These exchanges can strengthen or ruin a business deal. That’s why it’s crucial to learn to practice cultural sensitivity in customer service. In this course, explore the benefits of cultural sensitivity and get practical tools to excel in cross-cultural communication and customer service. These skills help create connections amid differences, an understanding of cultural cues, and respect for cultures different from our own.
Course outline
16 topics · 80 min
- 1 Course Introduction
- 2 Why Cultural Sensitivity Matters in Customer Service
- 3 Introduction: Exceptional Customer Service Across Cultures
- 4 Emotion
- 5 Building Trust
- 6 Decision-Making
- 7 Persuasion
- 8 Time
- 9 Section Check In
- 10 Communicating With Cross-Cultural Customers
- 11 Verbal and Written Communication
- 12 Nonverbal Communication
- 13 Section Check In
- 14 Confronting Cultural Bias in Customer Service
- 15 Summary
- 16 Quiz
Cultural Sensitivity in Customer Service
Free
Start learning- Certificate on completion
- Access on phone and desktop
- Interactive course
- Videos