I'm really happy to announce the release of some new soft-skills DVDs which we think you'll soon be passing around the office. These DVDs have been added due to customer demand and we have a great choice now covering a range of topics from customer service to management to listening skills.
Are you going on a business trip and wondering about the cultural etiquette of the country? Are you working with international counterparts from a specific country and encountering some issues related to communication, relationship building or management?
We have today added a new DVD title to their library of cross cultural communication training DVDs.
Cross-Cultural Communication and Customer Service
In Part 1, service representative Valerie receives a call from Lois, a customer from another culture. Valerie speaks quickly and uses slang, frustrating Lois. Valerie is impatient with Lois’ accent and English, and belittles her, despite the fact that Lois has taken the time to learn Valerie’s language. Valerie insults Lois, and loses a customer.
In Part 2, Valerie approaches the same situation differently, adapting to the customer’s unique needs. Valerie speaks slowly, clearly, and properly. When Lois uses unfamiliar words, Valerie seeks to reframe to understand her. Despite being challenged by the communication difficulties, Valerie takes personal responsibility, finds a solution, and ultimately triumphs with yet another happy customer.
