traditions and Strategies for practices customer service excellence Teamwork and collaboration skills Intercultural relations and mutual acceptance service excellence Cross-cultural Identify Diversity-related conflicts Understanding, communication skills common within the workplace are valuing, and Communication skills issues in a effectively addressed and leveraging cultural reading, writing, – multicultural resolved. diversity conversational skills and diverse Discriminatory behavior Promoting inclusivity Affective skills – environment towards customers/ and conflict establishing rapport stakeholders are resolution and empathy, minimized and Addressing understanding, etc. addressed accordingly. workplace Active Listening Change management harassment Openness and policies are in place flexibility in Managing change within the organization. communication and overcoming Giving/receiving resistance to change feedback Advanced strategies Teamwork and for customer service collaboration skills excellence Intercultural relations Enterprise policies and mutual on workplace acceptance diversity (Workplace Advanced customer Diversity Policy) service excellence skills Conflict management and resolution skills Assertiveness and Negotiation OF VARIABLES VARIABLE RANGE Diversity This refers to diversity in both the workplace and the community and may include divergence in – Religion Ethnicity, race or nationality Culture Gender, age or personality Educational background
Strategies for customer service excellence traditions and practices Teamwork and collaboration skills Intercultural relations and mutual acceptance service excellence Identify common issues in a multicultural and diverse environment Diversity-related conflicts within the workplace are effectively addressed and resolved. Discriminatory behavior towards customers/ stakeholders are minimized and addressed accordingly. Change management policies are in place within the organization. Understanding, valuing, and leveraging cultural diversity Promoting inclusivity and conflict resolution Addressing workplace harassment Managing change and overcoming resistance to change Advanced strategies for customer service excellence Enterprise policies on workplace diversity (Workplace Diversity Policy) Cross-cultural communication skills Communication skills – reading, writing, conversational skills Affective skills – establishing rapport and empathy, understanding, etc. Active Listening Openness and flexibility in communication Giving/receiving feedback Teamwork and collaboration skills Intercultural relations and mutual acceptance Advanced customer service excellence skills Conflict management and resolution skills Assertiveness and Negotiation OF VARIABLES VARIABLE RANGE Diversity This refers to diversity in both the workplace and the community and may include divergence in – Religion Ethnicity, race or nationality Culture Gender, age or personality Educational background