Cultural Sensitivity in Customer Service

Course Overview

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.

Unique Features of the Course

• Interactive Course
• Video(s)
• Knowledge Check(s)
• Quiz

Table to Content

INTRODUCTION

• Course Introduction
• Why Cultural Sensitivity Matters in Customer Service

MODELS TO HELP UNDERSTANDING

• Introduction: Exceptional Customer Service Across Cultures
• Emotion
• Building Trust
• Decision-Making
• Persuasion
• Time
• Section Check In

COMMUNICATION METHODS

• Communicating With Cross-Cultural Customers
• Verbal and Written Communication
• Nonverbal Communication
• Section Check In

CONFRONTING BIAS

• Confronting Cultural Bias in Customer Service

COURSE SUMMARY

• Summary
• Quiz

Intended audience

This course is intended for undergraduate and postgraduate students as well as working professionals from all streams/departments/functions.