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OnDemand Webinar

Providing Exceptional Customer Service for a Diverse Clientele

Regardless of the product, service, or location, most companies today have diverse clients and diverse employees. Many customer service classes teach a series of behaviors intended to make the customer feel valued. But what about the employee? This OnDemand Webinar begins by helping the employee identify his/her own values and learn why certain customers might be easier or harder for them to serve effectively and comfortably. Through self-assessment you will identify behaviors that can create unintentional barriers between yourself and the customer. With this information as background, tools for crossing those barriers are identified and practiced.

By ordering this program you will be able to: identify personal attitudes and behaviors that may create customer service challenges; understand how perceptions affect responses to customers; identify communication styles and examine how they can lead to misperceptions or conflicts with customers and learn tools for effective customer service.


Runtime: 59 minutes
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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

The Customer

  • Who Is My Customer?
  • What Is My Most Challenging Customer?

It's All About Me

  • Identifying My Values That Affect Customer Service
  • My Preferred Communication Styles

Putting Me and the Customer Together

  • Perceptions Across Value and Behavior Differences
  • Perceptions Across Communication Style Differences
  • Tools for Bridging the Differences

Going Into Action - Practicing Tools in Customer Service Situations

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More Program Information

Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Webinar

No credit available.

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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Elmer Dixon

Elmer Dixon

Executive Diversity Services

  • Currently president of Executive Diversity Services, an organizational development firm in Seattle, Washington
  • Applies his experience to developing and implementing solutions that help organizations fully value and benefit from the diversity of both their employees and clients
  • Has more than 25 years of experience in designing practical, innovative solutions to organizational challenges that increase the cultural competency of the organization and its executives, managers and employees
  • Certified administrator for the Intercultural Conflict Inventory and was instrumental in the development of the Inclusive Circles Process™ that has benefited EDS’s diverse clients
  • His vision, energy, and creativity have contributed to his success in leading diverse teams, facilitating and implementing strategic plans for organizations, and providing outstanding training and consultation in the areas of cross cultural communication, team building, and conflict management
  • Brings both practical experience and a dynamic presence to his work with specialized training in working across cultures from leading interculturalists at several universities in Europe and the United States
  • Has served as a keynote speaker and workshop facilitator for a variety of U.S. organizations on topics related to strategic diversity management, cross cultural competence and team development
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More Program Information

Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

All of your training, right here at Lorman.

Pay once and get a full year of unlimited training in any format, any time!

  • Live Webinars
  • OnDemand Webinars
  • MP3 Downloads
  • Course Manuals
  • Audio Recordings*
  • Executive Reports
  • White Papers and Articles
  • Sponsored Live Webinars

Additional benefits include:

  • State Specific Credit Tracker
  • Members Only Newsletter
  • All-Access Pass Course Concierge

* For audio recordings you only pay shipping

Questions? Call 877-296-2169 to speak with a real person.

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Access to all training products for one year
$699/year

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Product ID: 390722
Published 2012
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Available in Multiple Formats

Purchase this course and learn on your schedule!