AIRLINE CUSTOMER SERVICE

Unit 1

Part A

1. What is airline customer service?

Providing customer support to customers before, during, and after a flight.
Customer service is defined as a series of interactions between a product provider and its
customer at different stages of a sales transaction.

2. What is RESPECT model of service?

The RESPECT model, which is widely used to promote service personnel awareness of their
own cultural biases and to develop rapport with customers from different cultural
backgrounds, includes seven core elements: 1) rapport, 2) empathy, 3) support, 4)
partnership, 5) explanations, 6) cultural competence, and 7) Trust

3. What are the principles of service?

Smile and greet
Anticipate and fulfil guest needs
Value guest feedback and suggestions
Empathize with guests
Respond by taking ownership and resolve

4. What are the common threads of customer service?

They perceived things to be wrong
They had negative feelings
Their expectations were not met

5. How do you make customer turned into opportunity?

Respond promptly and helpfully.
Don’t let reasonable complaints escalate into life-and-death dramas.
Once the problem is sorted out, reassure the guest about quality of service/product you
provide.

6. List out benefits of customer complaint

Improved procedures.
Elimination of product defects.
More skillful customer behaviour.
Higher performance standard.
Customer focused management.

7. Give full acronym of LEARN

Listen
Empathize
Apologize
React
Notify
 8. Write any common reasons for customer complaint in any business
Poor product quality – Customers may complain if the product doesn’t meet their
expectations or is defective.
Delayed delivery – Late shipments or failure to meet delivery deadlines can lead to
frustration and complaints.
Unresponsive customer service – Slow or unhelpful responses from customer support teams
often lead to dissatisfaction.
Incorrect billing or charges – Errors in invoicing, unexpected fees, or discrepancies in
charges can prompt complaints.

9. If you overhear customer complaining about something what is the best action you
will take to resolve
Listen actively – Pay attention to the customer's concerns without interrupting, showing
empathy and understanding their frustration.
Acknowledge their issue – Validate their feelings by confirming you understand the problem
and assure them you're there to help.
Apologize sincerely – Offer a genuine apology for the inconvenience caused, even if the
issue wasn’t directly your fault.
Offer a solution – Present a clear, actionable resolution to the problem, or escalate the issue
to the appropriate team if needed, ensuring the customer feels their concern is being
addressed.

10. Name general customer service methods

face to face
written, e.g. letter, email
telephone
web based

Part B

1. Give a brief about common attributes of service personnel

Customer-oriented – Service personnel should be focused on meeting customer needs,
providing a positive experience, and ensuring customer satisfaction.
Good communication skills – They need to clearly explain products or services, listen to
customer concerns, and respond effectively to inquiries.
Problem-solving abilities – Service staff must quickly identify issues and offer practical
solutions to resolve customer concerns.
Patience – Handling difficult or frustrated customers requires patience and a calm demeanor
to diffuse tension and maintain professionalism.
Knowledgeable – They should have a strong understanding of the products, services, and
company policies to provide accurate information.
Adaptability – Service personnel must be flexible in handling various customer needs and
adapt to changing situations or customer demands.
Positive attitude – A friendly, upbeat attitude helps create a welcoming environment and
builds rapport with customers, enhancing their experience
2. Importance of delivering effective customer service in the aviation industry
 ● Adhering to data protection legislation, e.g keeping the passenger manifest in
a safe place, only disclosing special requirements of the customer, such as
dietary needs to those authorized to have this information
● Anticipating customer needs
● Availability and accuracy of information and advice, e.g. signage, screens
● passengers (business and leisure) non-passengers, e.g. friends/family of
passengers, suppliers
● Internal customers, e.g. employees, colleagues, internal suppliers

3. Consequences of providing ineffective customer service

Decline in strength of business, e.g. decreased sales, fewer customers, poor public image,
demoralized
Workforce, dissatisfied customers, lack of customer loyalty, poor on-line reviews.
Legal consequences, e.g. litigation, compensation payments, court costs, negative press
coverage
Financial consequences, e.g. retraining staff, rebuilding brand and reputation, new marketing
process,
Loss of jobs
4. Customer service routine situations, Customer service routine situations
Customer Service Non Routine Situations: Example
● emergencies, e.g. accident, security incident
● problem solving, e.g. airport congestion, overbooking, missed flights, lost
luggage
● dealing with conflict, e.g. flight delays, cancelled flights
Customer service routine situations, for example:
● giving advice, e.g. transfer information, access information
● selling, e.g. product knowledge for on-board sales
● providing information, e.g. flight arrival and departure times, onward travel
● Administrative task e.g. at the gate at the sales desk

5. Consequences of providing ineffective customer service

Decline in strength of business, e.g. decreased sales, fewer customers, poor public
image, demoralized
Workforce, dissatisfied customers, lack of customer loyalty, poor on-line reviews.
Legal consequences, e.g. litigation, compensation payments, court costs, negative
press coverage
Financial consequences, e.g. retraining staff, rebuilding brand and reputation, new
marketing process,
Loss of jobs

6. Trigger Words and phrases

No
• Don’t be annoyed/upset
• Not yet
• I’ve been busy
• It’s company policy
• I don’t know
• You’ll have to
 • That’s not my department
• We don’t do that
• It wasn’t me
• I didn’t tell you that

7. LEARN
Listen to the guest
Listen with concern. Give undivided attention. Maintain eye contact and avoid
interruptions.
Stay calm
The calmer you remain; the better chances you have to calm the guest.
Empathize
Being sorry lets guests know how you feel. Showing empathy tells guests you know
how they feel. Communicate the understanding of the problem.
Use the guest’s name and take the complaint seriously.
Apologize for the problem
Some problems obviously call for an apology. And even if you disagree with guests,
apologies make them feel better.
Ask questions and be prepared to take notes.
Learning as many details as you can about the complaint will help you determine the
best solution. Taking notes if problem is complicated saves time if someone else
needs to get involved.
Offer solutions
Tell the guest what you can do, and if possible, suggest several options. Don’t make
promises you can’t fulfill or which exceed your authority.
Act on the problem
Follow your hotel’s procedures and do exactly what you promised the guest. Tell the
guest how long it will take to resolve the problem. Be specific, and don't
underestimate the length of time needed.
Monitor progress
If another employee or department is involved, stay in touch with them and make
sure the problem gets corrected. Keep the guest informed if there are any
unforeseen delays.
Follow up
If you feel it won’t disturb the guest, check back to make sure that he or she is
satisfied once the problem has been corrected.

Part C

1. Customer service models

Customer Relationship Management (CRM)
Customer relationship management (CRM) is a technology for managing all your
company's relationships and interactions with customers to improve business
relationships.
A CRM system helps companies stay connected to customers, streamline processes,
and improve profitability.
RATER model
The RATER Model is a tool for evaluating the quality of your company's services.
 It is an acronym that stands for Reliability, Assurance, Tangibles, Empathy, and
Responsiveness, each of which is a different dimension against which the quality of
your service provision is assessed.
RESPECT model
The RESPECT model, which is widely used to promote service personnel awareness
of their own cultural biases and to develop rapport with customers from different
cultural backgrounds, includes seven core elements: 1) rapport, 2) empathy, 3)
support, 4) partnership, 5) explanations, 6) cultural competence, and 7) Trust
Moments of Truth
A moment of truth (MOT) is marketing lingo (language) for any opportunity a
customer has to form an impression about a company, brand, product or service.
Marketers strive to use moments of truth to create positive, customer-centric
outcomes.

2. Steps to follow great customer service

Responsible
Accurate
Courteous
Knowledgeable
Urgent
Patient
Friendly
Attentive
Neat & Clean
Sincere

3. Guest complaint handling procedure with example

1. Listen attentively
Example: A guest at a hotel complains that their room is not as described in the
booking details.
Action: Listen carefully without interrupting to fully understand the guest's concern.
Show empathy and let the guest explain the issue in detail.
2. Acknowledge the complaint
Example: The guest mentions the room lacks certain amenities they expected.
Action: Acknowledge the issue by saying, “I’m sorry to hear that your room isn’t what
you expected. I understand how this can be frustrating.”
3. Apologize sincerely
Example: The guest is disappointed about the inconvenience caused.
Action: Offer a genuine apology, regardless of whether it’s your fault: “I sincerely
apologize for the discomfort this has caused you.”
4. Ask clarifying questions
Example: The guest feels they were misinformed about the amenities.
Action: Ask follow-up questions to get a clear understanding of the problem: “Could
you please specify which amenities were missing, or what was different from your
booking description?”
5. Empathize with the guest
Example: The guest is upset and feels their expectations weren’t met.
 Action: Show empathy: “I completely understand how disappointing this must be, and
I truly want to make sure you're comfortable and happy with your stay.”
6. Offer a solution or alternatives
Example: The guest is unhappy with the room size or facilities.
Action: Provide options to resolve the issue, such as moving the guest to a different
room or offering a complimentary upgrade: “We have a suite available that meets
your needs. I’d be happy to move you there.”
7. Take prompt action
Example: The guest agrees to switch rooms.
Action: Quickly arrange the room change, ensuring minimal inconvenience: “I’ll
personally assist with your move to ensure everything is to your liking.”
8. Follow up to ensure satisfaction
Example: After the guest has moved to the new room, check back later.
Action: Check with the guest to ensure they are now satisfied: “I just wanted to check
in and see if the new room meets your expectations. Is there anything else I can
assist with?”
9. Document the complaint
Example: The guest had a recurring issue during their stay.
Action: Document the complaint and how it was resolved for future reference,
ensuring the issue is flagged for staff awareness to avoid similar complaints in the
future.
10. Learn from the complaint
Example: The guest’s complaint reveals a potential oversight in room descriptions.
Action: Review the complaint with the team, address any gaps in service or
communication, and update booking information to prevent similar issues going
forward.

4. step-by-step guide to dealing with dis-satisfied customers

Give the customer your full attention and listen to the whole problem before
responding.
Create Empathy and try to understand.
Always use your initiative when dealing with complaints
However, never pass the customer around from person to person
Once the customer has aired (declared) their grievance, you should immediately give
a sincere apology.
Customers never want to hear excuses so find a solution

5. Basic needs of the Airline Customer

Status
These customers have gained a high status in the airline.
They have flown so often that service agents at the airport and on the aircraft
remember their travel details.
All the service agents know their travel preferences and have them prepared in
advance.
These preferences include the following observations: Customer A always arrives at
the airport for check-in 1 hour and 10 minutes before the flight; she has no check-in
baggage; she always chooses seat 11A by the window and that she always has a
Krug Champagne during her meal and a black coffee after that.
 Loyalty
This applies to customers who fly so often that they decide to fly with the same airline
whenever they need to travel.
They make their decision largely based on their satisfaction with an airline and the
services that the service agents offer.
Even though there are other airlines operating similar service with a lower ticket
price, customers are still willing to pay more using services from the same airline as
they are very satisfied with what they are getting.
They also offer recommendations to their friends for the excellent service offered by
the airlines
Personal service
Customers who have been traveling with the same airline several times expect
service agents at the airport to remember them by name and know their seating
preferences.
In this case, the standard of service offered by the service agent needs to be the
same, if not better as compared to their previous travel experiences.
Facilities
Customers travelling with their families on vacations will evaluate the type of services
offered by the airline before making a decision.
This is to ensure a comfortable ride. More often than not, these customers expect
food to be served on their flights, some form of entertainment to be provided during
the flight to keep passengers entertained, and someone to assist them during their
entire journey.
Safety
Customers fleeing from an earthquake disaster or situations pertaining to armed
conflicts expect an airline to offer a safe transportation to take them away from the
affected areas.
These customers have low expectations as their main travel purpose is to get to
safety. Safety needs are the principal concerns and other needs are not as important
to these customers.

6. Customer service skills

● personal presentation, e.g. hygiene, dress, appearance, personality, manner,
organized and tidy working environment
● verbal communication, e.g. public address system, face to face, telephone,
tone, open and closed questions, developing dialogue
● non-verbal communication including open and closed body language, e.g.
facial expressions, mannerisms, gestures, eye contact
● Selling skills (is a technique by which a salesperson uses his or her
interpersonal skills to persuade a customer in buying a particular product) e.g.
establishing a rapport, questioning techniques, presenting products and
services, provide accurate information and advice, added value, up selling,
closing the sale
● Product knowledge (Product knowledge is an essential sales skill.
Understanding your products' features allows you to present their benefits
accurately and persuasively)
● problem solving and handling awkward situations, e.g. taking ownership of
situations, resolving problems (overbookings, cancelled flights, delays, airport
congestion)
● dealing with complaints, e.g. empathizing, listening, resolving
● general skills, e.g. listening, patience, attitude, empathy, courtesy,
professionalism
● teamwork, e.g. motivation of self and team, adhering to systems, recognizing
lines of authority, communication and roles
● Cultural awareness (cultural awareness, is the knowledge, awareness, and
acceptance of other cultures and others' cultural identities.)
● anticipating customer needs, e.g. building customer profiles, appropriate
questioning
Unit 2
Part A

1. What are the types of communication?

● Verbal communication is a form of communication in which you use words to
interchange the information with other people either in the form of speech or
writing.
● Nonverbal communication does not use words for communicating anything,
but some other modes are used, i.e. where communication takes place by
way of unspoken or unwritten messages such as body language, facial
expressions, sign language and so forth.

2. Differentiate encoding and decoding

Encoding: Encoding means the creation of a messages. The transmitter which
converts the message into signals (the way message is changed into signals, for
example sound waves).
Decoding: It means listener or audience of encoded message. The reception place of
the signal which converts signals into message. Decoding is done by the receiver
when he gets the message.

3. Verbal communication
● Verbal communication is a form of communication in which you use words to
interchange the information with other people either in the form of speech or
writing.
● Types: Formal and Informal

4. Process of communication cycle

5. Non verbal communication

● Nonverbal communication does not use words for communicating anything,
but some other modes are used, i.e. where communication takes place by
way of unspoken or unwritten messages such as body language, facial
expressions, sign language and so forth.
● Types: Chronemics, Vocalics, Haptics, Kinesics, Proxemics, Artifacts.
6. Types of verbal communication
Formal Communication: Also termed as official communication, it is a type of
communication in which the sender follows a pre-defined channel to transmit the
information to the receiver is known as formal communication.
Informal Communication: Most commonly known as grapevine, the type of
communication in which the sender does not follow any pre-defined channels to
transmit the information is known as informal communication.

7. Formal and informal communication

Formal Communication: Also termed as official communication, it is a type of
communication in which the sender follows a pre-defined channel to transmit the
information to the receiver is known as formal communication.
Informal Communication: Most commonly known as grapevine, the type of
communication in which the sender does not follow any pre-defined channels to
transmit the information is known as informal communication.

8. Measures to overcome Barriers to Effective communication

Clarify Ideas before Communication
b) Use of Simple Language
c) Active Listening
d) Be aware of a Language, Tone and Content of Message
e) Ensure proper feedback
f) Consistency of Message
g) Follow of Communication
h) Be a Good Listener

9. Ten Principles of Effective Listening

Stop Talking - Don't talk, listen.
Prepare Yourself to Listen - Relax.
Put the Speaker at Ease - Help the speaker to feel free to speak.
Remove Distractions - Focus on what is being said.
Empathize - Try to understand the other person’s point of view.
Be Patient - A pause, even a long pause, does not necessarily mean that the
speaker has finished.
Avoid Personal Prejudice - Try to be impartial.
Listen to the Tone - Volume and tone both add to what someone is saying
Listen for Ideas – Not Just Words
Wait and Watch for Non-Verbal Communication - Gestures, facial expressions, and
eye-movements can all be important.

10. Acronym for RIGHT

An acronym for RIGHT in customer service could stand for:

R – Respect
Treat customers with respect and understanding.
I – Integrity
Be honest and transparent in all interactions.
 G – Genuine Care
Show authentic concern for the customer's needs and well-being.
H – Helpfulness
Offer practical solutions and assist customers to the best of your ability.
T – Timeliness
Provide quick, efficient service and respond to customer needs promptly.

Part B

1. Process of communication
Sender: The originator of message. The person who approaches our services with
the intention of getting an answer to his or her questions or passing a feedback.
Ideas: the passed ideas are the subject matter of this action. These can represent
attitudes, opinions, views, feelings, suggestions, complaints or questions.
Encoding: Encoding means the creation of a messages. The transmitter which
converts the message into signals (the way message is changed into signals, for
example sound waves).
Communication channel: The communication channel is the chat window. the signal
carrier or medium. “The channel is the way in which a message travel between
source and receiver. Spoken channels include face-to-face conversations, speeches,
phone conversations and voicemail messages, radio, public address systems, and
Skype. Written channels include letters, purchase orders, invoices, newspaper and
magazine articles, email, text messages, and so forth.
Receiver: the receiver is a member of our team, whose main activity is to solve
clients`problems and represent your brand.
Decoding: It means listener or audience of encoded message. The reception place of
the signal which converts signals into message. Decoding is done by the receiver
when he gets the message.
Feedback: Feedback is a key component in the communication process because it
allows the sender to evaluate the effectiveness of the message. Feedback ultimately
provides an opportunity for the sender to take corrective action to clarify a
misunderstood message. "Feedback plays an important role by indicating significant
communication barriers: differences in background, different interpretations of words,
and differing emotional reactions"

2. The use of jargon physical disabilities and lack of attention are the main barriers of
communication – justify the statement
1. Use of Jargon Creates Confusion
Explanation: Jargon refers to specialized or technical language that might be easily
understood by professionals but can confuse individuals who are not familiar with the
terms.
Justification: When communication includes jargon, it alienates those who do not
have the background knowledge to understand it, creating a barrier to effective
communication.
Example: A doctor explaining a medical condition using medical terminology to a
patient without breaking it down into simple terms could lead to confusion or
misunderstanding.
2. Physical Disabilities Affect Accessibility
Explanation: Individuals with physical disabilities, such as hearing or speech
impairments, may face difficulties in receiving or conveying information.
Justification: For instance, someone who is deaf or hard of hearing may not be able
to understand verbal communication unless it’s accompanied by sign language,
lip-reading, or other assistive technologies.
Example: A customer with hearing loss may miss important information shared over
the phone if there are no subtitles or interpreters.
3. Lack of Attention Hinders Understanding
Explanation: Communication requires active listening and engagement. When one
party is distracted or not paying full attention, the message may not be fully received
or understood.
Justification: Inattention can result from environmental distractions, mental fatigue, or
even emotional disengagement, leading to missed details or misinterpretation of the
message.
Example: A person distracted by their phone might miss key points during a
conversation, causing a misunderstanding later.
4. Jargon May Alienate Non-Experts
Explanation: Using complex terms or industry-specific language can make
communication less inclusive for people who lack expertise in the subject matter.
Justification: When individuals are excluded from understanding a conversation, it
creates a communication gap that could lead to frustration and disengagement.
Example: An employee using technical jargon while explaining a new software tool to
a non-technical colleague could result in the colleague not fully grasping the
instructions.
5. Physical Disabilities Limit Non-Verbal Communication
Explanation: Physical disabilities can affect one's ability to engage in non-verbal
communication, such as gestures, body language, or eye contact, which are
important for understanding emotions or intentions.
Justification: A person with a physical disability may rely more heavily on verbal
communication, and if others don't adjust their communication methods, it may hinder
effective interaction.
Example: Someone with a mobility impairment might struggle to participate in group
discussions if the meeting space is not accessible or if others are unaware of their
needs.
6. Lack of Attention Leads to Miscommunication
Explanation: Without paying full attention, the speaker's message can be
misunderstood, or important details might be overlooked, affecting the clarity of
communication.
Justification: Distractions or lack of focus can lead to only parts of the message being
received, or to incorrect assumptions being made, which could result in wrong
actions or decisions.
Example: A manager explaining instructions to their team while multitasking may fail
to communicate all necessary details, causing mistakes in the work process.
7. Cognitive Load Can Exacerbate Communication Barriers
Explanation: Individuals with cognitive disabilities or impairments may find it harder to
process information, particularly when complex language or an overwhelming
amount of details are involved.
 Justification: Overloading someone with information they can't easily process,
especially using jargon or fast-paced speech, can create frustration and hinder
effective communication.
Example: A person with a learning disability might struggle to follow fast-paced,
jargon-heavy instructions, leading to confusion or mistakes in execution.

3. What are the negative body language to be avoided?

1. Crossed Arms
Explanation: Crossing arms can indicate defensiveness, closed-mindedness, or a
lack of openness.
Why to Avoid: It may make others feel like you’re not receptive to their ideas or that
you are not engaged in the conversation.
Example: During a meeting, if you cross your arms while someone else is speaking,
it may suggest you're uninterested or disagreeing without verbally expressing it.
2. Avoiding Eye Contact
Explanation: Lack of eye contact can come across as evasive, untrustworthy, or
disinterested.
Why to Avoid: It may make others feel like you are disengaged or hiding something,
damaging trust in communication.
Example: If you're in a conversation and frequently look away or stare at the ground,
the other person might feel ignored or unimportant.
3. Slouching or Poor Posture
Explanation: Slouching or sitting with poor posture can convey a lack of confidence,
energy, or interest.
Why to Avoid: It may give the impression that you're not taking the conversation
seriously or that you're tired or disengaged.
Example: In a professional setting, slouching during a presentation can make it seem
like you're not paying attention or that you don’t respect the speaker.
4. Fidgeting
Explanation: Excessive fidgeting, such as tapping your fingers, bouncing your legs,
or shifting in your seat, can signal nervousness or impatience.
Why to Avoid: It may distract others and give the impression that you’re anxious or
uninterested in the discussion.
Example: Fidgeting during a job interview can make you appear unprepared or
unsettled.
5. Rolling Eyes
Explanation: Eye-rolling is often seen as a gesture of sarcasm, disdain, or
impatience.
Why to Avoid: It can communicate disrespect, frustration, or disapproval, making
others feel belittled or dismissed.
Example: Rolling your eyes during a conversation with a colleague about their ideas
can come across as rude or dismissive.
6. Tight or Forced Smiles
Explanation: A smile that doesn't reach your eyes or feels forced can convey
insincerity or discomfort.
Why to Avoid: It can make others feel that you are being fake or that you're not
genuinely interested in the interaction.
 Example: Offering a tight smile in response to a compliment or in a meeting where
you're clearly uncomfortable can create a sense of inauthenticity.
7. Looking at the Clock or Phone
Explanation: Frequently checking the time or glancing at your phone during a
conversation can signal boredom, impatience, or a lack of respect for the other
person.
Why to Avoid: It makes the other person feel undervalued and signals that you’re
distracted or eager for the interaction to end.
Example: Looking at your watch or texting during a conversation with a client can
make them feel unimportant.

4. Types of non- verbal communication

Chronemics: The use of time in communication is chronemics, which speaks about
the personality of the sender / receiver like punctuality, the speed of speech, etc.
Vocalics: It is the study of paralanguage, which includes the vocal qualities that go
along with verbal messages, such as pitch, volume, rate, vocal quality, and verbal
fillers.
Haptics: It refers to the study of communication by touch. The use of touch in
communication is the expression of feelings and emotions. For example firm
handshake, a person might make negative judgments about our confidence or
credibility.
Proxemics: The distance maintained by a person while communicating with others,
communicates about the relationship of the person with others like intimate, personal,
social and public. A form of nonverbal communication or body language in which
messages are conveyed from one person to another by the changing space that
separates them during a conversation.
Example:
standing closer to someone when we are about to share something private.
Kinesics: The word kinesics comes from the root word kinesis, which means
“movement,” and refers to the study of hand, arm, body, and face movements.
Specifically, this section will outline the use of gestures, head movements and
posture, eye contact, and facial expressions as nonverbal communication.
Artifacts: The appearance of a person speaks about his personality, i.e. by way of
clothing, carrying jewellery, lifestyle, etc. This kind of communication is known as
artifactual communication.

5. Common barriers to effective communication

The use of jargon: Over-complicated, unfamiliar and/or technical terms. (using short
form)
Emotional barriers and taboos: Some people may find it difficult to express their
emotions and some topics may be completely 'off-limits' or taboo. Taboo or difficult
topics may include, but are not limited to, politics, religion, disabilities (mental and
physical), sexuality and sex, racism (discrimination) and any opinion that may be
seen as unpopular.
Lack of attention, interest, distractions, or irrelevance to the receiver:
Physical disabilities such as hearing problems or speech difficulties.
Physical barriers to non-verbal communication: Not being able to see the non-verbal
cues, gestures, posture and general body language can make communication less
 effective. Phone calls, text messages and other communication methods that rely on
technology are often less effective than face-to-face communication.
Language differences and the difficulty in understanding unfamiliar accents.
Expectations and prejudices which may lead to false assumptions or stereotyping.
People often hear what they expect to hear rather than what is actually said and jump
to incorrect conclusions.
Cultural differences: The norms of social interaction vary greatly in different cultures,
as do the way in which emotions are expressed. For example, the concept of
personal space varies between cultures and between different social settings.

6. Measures to overcome Barriers to Effective communication

b) Use of Simple Language
c) Active Listening
d) Be aware of a Language, Tone and Content of Message
e) Ensure proper feedback
f) Consistency of Message
g) Follow of Communication
h) Be a Good Listener

Part c

1. Compare verbal and non verbal communication

2. 10 principles of effective listening

1. Stop Talking - Don't talk, listen.
When somebody else is talking listen to what they are saying, do not interrupt, talk
over them or finish their sentences for them. Stop, just listen.
When the other person has finished talking you may need to clarify to ensure you
have received their message accurately.
2. Prepare Yourself to Listen - Relax.
 Focus on the speaker. Put other things out of mind. The human mind is easily
distracted by other thoughts – what’s for lunch, what time do I need to leave to catch
my train, is it going to rain – try to put other thoughts out of mind and concentrate on
the messages that are being communicated.

3. Put the Speaker at Ease - Help the speaker to feel free to speak.
Remember their needs and concerns. Nod or use other gestures or words to
encourage them to continue. Maintain eye contact but don’t stare – show you are
listening and understanding what is being said.
4. Remove Distractions - Focus on what is being said.
Don’t doodle, shuffle papers, look out the window, pick your fingernails or similar.
Avoid unnecessary interruptions. These behaviours disrupt the listening process and
send messages to the speaker that you are bored or distracted.
5. Empathize - Try to understand the other person’s point of view.
Look at issues from their perspective. Let go of preconceived ideas. By having an
open mind we can more fully empathize with the speaker. If the speaker says
something that you disagree with then wait and construct an argument to counter
what is said but keep an open mind to the views and opinions of others.
6. Be Patient - A pause, even a long pause, does not necessarily mean that the
speaker has finished.
Be patient and let the speaker continue in their own time, sometimes it takes time to
formulate what to say and how to say it. Never interrupt or finish a sentence for
someone.
7. Avoid Personal Prejudice - Try to be impartial.
Don't become irritated and don't let the person’s habits or mannerisms distract you
from what the speaker is really saying.
Everybody has a different way of speaking - some people are for example more
nervous or shy than others, some have regional accents or make excessive arm
movements, some people like to pace whilst talking - others like to sit still. Focus on
what is being said and try to ignore styles of delivery.
8. Listen to the Tone - Volume and tone both add to what someone is saying.
A good speaker will use both volume and tone to their advantage to keep an
audience attentive; everybody will use pitch, tone and volume of voice in certain
situations – let these help you to understand the emphasis of what is being said.
9. Listen for Ideas – Not Just Words - You need to get the whole picture, not just
isolated bits and pieces. Maybe one of the most difficult aspects of listening is the
ability to link together pieces of information to reveal the ideas of others. With proper
concentration, letting go of distractions, and focus this becomes easier.
10. Wait and Watch for Non-Verbal Communication - Gestures, facial expressions,
and eye-movements can all be important.
We don’t just listen with our ears but also with our eyes – watch and pick up the
additional information being transmitted via non-verbal communication.

3. Elaborate do’s and don’t of body language

Do's of Body Language

Maintain Eye Contact

Why It Works: Eye contact builds trust and conveys attentiveness and sincerity. It
shows that you're engaged and interested in the conversation.
When to Use: Hold eye contact for a few seconds at a time during a conversation. It
shows confidence but avoid staring, as it can be intimidating.
Example: In a meeting, maintain steady eye contact with the speaker to show that
you're paying attention and respecting their point of view.
Use Open Gestures
Why It Works: Open gestures, such as uncrossed arms and palms facing upwards,
convey openness, receptivity, and honesty.
When to Use: Use open hand gestures when explaining something to invite
engagement and show that you're approachable.
Example: When presenting a new idea, use open hand movements to illustrate key
points, which helps make you appear more approachable and trustworthy.

Smile Genuinely
Why It Works: A genuine smile signals warmth, friendliness, and approachability. It
creates a positive, welcoming atmosphere.
When to Use: Smile when greeting people, during positive moments in
conversations, or to show empathy or understanding.
Example: When you meet a new colleague or client, offer a sincere smile to establish
a friendly and welcoming atmosphere.

Stand or Sit Up Straight

Why It Works: Good posture projects confidence, professionalism, and energy. It
shows that you're engaged and ready to participate.
When to Use: Whether standing or sitting, maintain a straight posture to convey
confidence and attentiveness.
Example: During a job interview or presentation, sitting or standing up straight will
help you appear more confident and alert.

Lean Slightly Forward

Why It Works: Leaning slightly forward shows interest and active engagement in the
conversation. It demonstrates that you're paying close attention.
When to Use: While having a conversation, especially when listening to someone or
showing empathy, a slight lean forward signals attentiveness and engagement.
Example: When a colleague is explaining a challenging project, lean forward slightly
to show that you’re genuinely interested in their thoughts.

Don’ts of Body Language

Cross Your Arms

Why It's Harmful: Crossing your arms can signal defensiveness, resistance, or
discomfort. It can make you seem closed off or unapproachable.
When to Avoid: Avoid crossing your arms during discussions or when you want to
appear open, approachable, and receptive.
Example: In a meeting, if you cross your arms while someone is presenting, it may
appear as though you're disengaged or disagreeing.
 Avoid Too Much Eye Contact
Why It's Harmful: Excessive eye contact can be perceived as intimidating or
aggressive. It can create discomfort in the other person and disrupt natural
communication flow.
When to Avoid: Don’t hold eye contact for too long (more than 3–4 seconds), as it
can be unsettling or appear confrontational.
Example: Staring intensely at someone while they speak can make them feel uneasy.
Instead, aim for natural breaks in eye contact.

Fidgeting or Playing with Objects

Why It's Harmful: Fidgeting or playing with pens, your phone, or other objects can
signal nervousness, impatience, or distraction, which undermines your message.
When to Avoid: Avoid fidgeting during important conversations, presentations, or
interviews, as it detracts from your confidence and the attention on your message.
Example: Twirling a pen or checking your watch repeatedly during a conversation
makes it seem like you are disinterested or distracted.

Roll Your Eyes

Why It's Harmful: Eye rolling signals sarcasm, annoyance, or disrespect. It’s a subtle
way of showing contempt or disagreement.
When to Avoid: Avoid rolling your eyes in response to someone’s comments or when
you're frustrated. It can damage rapport and cause resentment.
Example: Rolling your eyes when a colleague offers an opinion you disagree with
can make you appear dismissive and rude.

Slouching
Why It's Harmful: Slouching signals a lack of energy, confidence, or engagement. It
can give the impression that you're uninterested or lacking authority.
When to Avoid: Avoid slouching during meetings, presentations, or in interviews, as it
makes you appear disorganized or unprofessional.
Example: Slouching in a chair during an interview can communicate low
self-confidence and a lack of interest in the role.

4. Telephone phrases
5. Highlight the professional body languages to be followed at workplace

Professional body language plays a crucial role in conveying confidence, respect,

and competence in the workplace. Here are 10 key body language tips to maintain
professionalism:

1. Good Posture
Stand and sit with your back straight and shoulders relaxed. Good posture conveys
confidence, attentiveness, and professionalism.
2. Eye Contact
Maintain appropriate eye contact during conversations to show engagement, respect,
and honesty. Avoid staring, but don’t look around aimlessly either.
3. Firm Handshake
A firm but not overpowering handshake communicates confidence. A weak or overly
strong handshake can convey uncertainty or aggressiveness.
4. Open Gestures
Use open, non-defensive body language (e.g., uncrossed arms, palms visible) to
show that you are approachable, open to ideas, and receptive to communication.
5. Smiling
A genuine smile signals friendliness, approachability, and positivity. It helps create a
more pleasant environment and encourages collaboration.
6. Avoid Fidgeting
Avoid tapping your feet, playing with your hair, or shifting around too much. Such
behaviors can be interpreted as nervousness, distraction, or lack of focus.
7. Leaning In
Leaning in slightly when speaking with someone shows interest and attentiveness.
Be mindful not to invade personal space, which can create discomfort.
8. Calm and Controlled Movements
Use slow, deliberate movements to convey confidence and thoughtfulness. Rapid or
erratic gestures may seem anxious or unprofessional.
 9. Personal Space Awareness
Be mindful of others’ personal space. In Western cultures, keeping about an arm's
length distance is ideal. In more informal settings, smaller spaces might be
acceptable, but always respect boundaries.
10. Nodding and Active Listening
Nodding occasionally while listening shows engagement and understanding. It also
reassures the speaker that you are paying attention and processing what they say.

6. Write a detailed note on standard polite words which will help to improve your
communication
1. "Please"
Usage: When making requests or offering help, always use the word “please.” It
softens the tone of your request, showing respect for the other person's time and
effort.
Example: "Could you please send me the report by 3 PM?" or "Please let me know if
you need any assistance."
2. "Thank you"
Usage: Expressing gratitude is essential in maintaining positive communication.
"Thank you" acknowledges the efforts of others and conveys appreciation.
Example: "Thank you for your prompt reply" or "I really appreciate your help with this
project."
3. "You're welcome"
Usage: This phrase is a polite response when someone thanks you. It acknowledges
that you were happy to help.
Example: "You're welcome. I'm glad I could assist" or "No problem at all, you're
welcome!"
4. "Excuse me"
Usage: This phrase is useful when you need to get someone's attention, ask for
clarification, or politely interrupt a conversation.
Example: "Excuse me, do you have a moment?" or "Excuse me, could I clarify
something?"
5. "Sorry" / "Apologies"
Usage: When you make a mistake or interrupt, expressing regret with “sorry” or
“apologies” shows humility and responsibility.
Example: "I’m sorry for the confusion" or "My apologies for the delay in responding."
6. "May I"
Usage: Using “May I” rather than "Can I" in requests demonstrates respect and
consideration. "Can" is often seen as more casual and can sound demanding, while
"May" softens the request.
Example: "May I ask you a question?" or "May I take a look at that document?"
7. "I would appreciate"
Usage: This phrase is more polite and formal than simply saying “I want” or “I need,”
especially when making a request. It shows appreciation in advance for someone’s
help.
Example: "I would appreciate it if you could send me the details by tomorrow" or "I
would appreciate your feedback on this proposal."
8. "Would you mind"
Usage: This expression helps make requests more polite and less demanding. It puts
the choice in the other person’s hands.
Example: "Would you mind if I asked you a question?" or "Would you mind reviewing
this document for me?"
9. "Could you"
Usage: Using "Could you" is more polite than simply saying “Can you,” and it implies
that the other person has the option to refuse if they are unable to assist.
Example: "Could you please send me that file?" or "Could you help me with this issue
when you have time?"
10. "I understand" / "I see"
Usage: These phrases show empathy and acknowledgment of what someone else is
saying. They confirm that you’re actively listening and trying to understand the other
person’s perspective.
Example: "I understand your concern, and I’ll work on that right away" or "I see what
you mean; let’s figure out a solution."
Unit 3
Part A

1. R2 AET – Response / Reliability / Assurance / Empathy / Tangible

2. Why we should listen more than we speak?
1. Promotes Better Understanding
2. Builds Stronger Relationships
3. Encourages Empathy and Emotional Intelligence
4. Facilitates Learning and Growth

3. List out key phrases that can use to convey customer empathy
1. "I understand how frustrating that must be."
2. "I’m really sorry you’re experiencing this."
3. "Thank you for your patience."
4. "Let me help you with that."

4. Professionalism with example

Professionalism is the conduct, behavior, and attitude expected of someone in a work
or business environment. It involves demonstrating respect, responsibility, and
competence in interactions.

Example: "She maintained professionalism by arriving on time, dressing

appropriately, and responding to emails promptly."

5. Why is it important to provide quality customer service?

1. Builds Customer Loyalty
2. Enhances Brand Reputation
3. Increases Customer Retention
4. Drives Business Growth

6. What is HEARD service technique?

The HEARD service technique is a customer service approach designed to handle
complaints and concerns effectively. It stands for:

- Hear: Listen to the customer’s issue without interruption.

- Empathize: Acknowledge their feelings and show understanding.
- Apologize: Offer a sincere apology for the situation.
- Resolve: Take action to resolve the issue.
- Deliver: Ensure the solution is implemented and follow up if necessary.

This technique focuses on creating a positive experience, even in difficult situations.

7. Explain CARP service technique in brief

The CARP service technique is a customer service approach for managing difficult or
upset customers. It stands for:

- Control: Stay calm and composed, not reacting emotionally.

- Acknowledge: Recognize the customer’s feelings and concerns.
 - React: Respond with empathy and understanding.
- Provide: Offer a solution or resolution to the issue.

This technique helps de-escalate tense situations and turns negative experiences
into positive outcomes.

8. What do you mean by “happy to see you” technique?

The "Happy to See You" technique in customer service refers to greeting customers
with genuine warmth and enthusiasm, making them feel valued and welcome. It
involves using a friendly tone, positive body language, and personalized interactions
to create a welcoming atmosphere.

Part B

1. 5 most important customer service technique

Here are five of the most important customer service techniques:

1. Active Listening – Fully focus on the customer, acknowledge their concerns, and
respond thoughtfully to ensure they feel heard and understood.

2. Empathy – Show genuine concern for the customer's feelings and frustrations,
letting them know you understand their situation.

3. Clear Communication – Use simple, clear language and explain solutions or

processes in a way that customers can easily understand.

4. Problem-Solving – Be proactive in addressing customer issues and find practical,

effective solutions to resolve concerns efficiently.

5. Positive Attitude – Maintain a friendly, positive, and patient demeanor, even in

difficult situations, to create a positive experience for the customer.

2. Why guests quit?

Impersonal service
Slow response
Slow delivery
Long waits on hold
Not enough service people
Rude service people
Unprofessional image
They get less than Promised
They can’t get the product or reach the person they want
Dumb excuses about why they can’t be helped
Too much pressure to buy
Too many incidental charges
Poorly trained employees

3. R2 AET – Response / Reliability / Assurance / Empathy / Tangible (explanation)

 4. How self motivation help us to deliver great customer service?
Self-motivation plays a key role in delivering exceptional customer service. Here are 7 ways
it helps:

1. Increases Initiative
- Motivated employees take the initiative to go above and beyond customer expectations
without needing constant direction or supervision.

2. Enhances Problem-Solving
- Self-motivated individuals are more likely to seek out solutions independently, addressing
customer issues more quickly and effectively.

3. Promotes Consistency
- Motivation helps maintain high levels of service quality consistently, even during busy or
challenging times, ensuring customers always have a positive experience.

4. Improves Attitude and Approach

- A motivated employee brings a positive, energetic attitude to customer interactions,
which can influence the customer’s overall experience and satisfaction.

5. Encourages Continuous Learning

- Self-motivated employees actively seek opportunities to learn new skills, tools, and
techniques that improve customer service and increase overall effectiveness.

6. Boosts Patience and Perseverance

- Motivation drives employees to remain calm and patient with customers, even in difficult
or frustrating situations, ensuring better problem resolution.

7. Strengthens Relationship Building

- Motivated individuals take a genuine interest in building rapport with customers, fostering
stronger relationships and encouraging loyalty.

In short, self-motivation empowers employees to be proactive, attentive, and responsive,

which are all essential traits for providing great customer service.

5. Highlight the challenges of customer service

Customer service can be challenging for several reasons. Here are 7 common challenges
faced in this field:
1. Handling Difficult Customers
- Managing frustrated, angry, or demanding customers can be tough, requiring patience,
empathy, and effective communication to de-escalate the situation.

2. Maintaining Consistency
- Ensuring a consistently high level of service across all interactions, channels, and team
members can be challenging, especially in large or fast-paced organizations.
3. Meeting High Expectations
 - Customers often expect immediate responses, personalized service, and fast resolutions,
which can be difficult to meet, especially during peak times.
4. Dealing with Unclear Communication
- Misunderstandings can arise from unclear customer inquiries or poorly communicated
instructions, which may lead to frustration on both sides and require extra effort to clarify.
5. Managing Workload and Time Constraints
- Customer service teams often face high volumes of inquiries, and balancing quality
service with speed and efficiency can be overwhelming.
6. Handling Multiple Channels
- Customers reach out through various channels (phone, email, chat, social media), and
managing multiple communication platforms while maintaining consistency and quality can
be complex.
7. Dealing with Negative Feedback
- Receiving and addressing negative feedback, whether through complaints or reviews,
can be emotionally challenging and requires tact, professionalism, and a focus on resolving
the issue.
6. Professionalism and unprofessionalism with example
Professionalism

Respecting Time
Example: Arriving on time for meetings and delivering work within deadlines reflects
reliability and respect for others' time.
Example Sentence: "I’ve prepared the presentation ahead of time, and I’ll be ready for the
meeting at 10 AM."

Clear and Courteous Communication

Example: Using polite, constructive language and actively listening to others fosters a
positive and collaborative work environment.
Example Sentence: "Thank you for your feedback, I’ll take that into consideration and make
the necessary adjustments."

Positive Attitude and Problem-Solving

Example: Approaching challenges with a solution-oriented mindset and staying calm under
pressure shows resilience and professionalism.
Example Sentence: "I understand the issue. Let me look into potential solutions and get back
to you with options."

Unprofessionalism
Disregard for Deadlines
Example: Frequently missing deadlines or failing to deliver on commitments can harm your
reputation and disrupt workflow.
Example Sentence: "I didn’t get to it; I’ll do it when I have time, but it’s not urgent."

Lack of Respect for Colleagues

Example: Interrupting others, using dismissive language, or ignoring team input is a sign of
disrespect and poor teamwork.
Example Sentence: "That’s not how I would do it, so your idea doesn’t matter."
Gossiping or Spreading Rumors
Example: Engaging in gossip or spreading unverified information undermines trust and
creates a toxic work environment.
Example Sentence: "Did you hear what happened with John? I heard he’s getting fired
soon…"

Part C

1. 5 Contact Center Communication Skills That Will Make the Agent-Customer

Relationship
1. Making a good first impression
On average, people have only seven seconds to make a good first impression.
That means any customer service agent’s greeting is vital in creating a positive
customer experience.
One of the simplest ways an agent can personalize the greeting is to ask for the
customer’s name.
Answering the phone or a live chat with a cheerful greeting and addressing the
customer by name sets the tone for the rest of the conversation. (Unfortunately, only
21% of service people will follow this.)
The service agents must be trained to be conversational with their customers. Share
guidelines and tips on greetings and phrases to say (plus what not to say).

2. Listen more than you speak

Service staff likely hear the same complaint four, five, six times a day. And when that
happens, it’s easy to check out and stop listening. Especially if they’re working hard
to meet their Average Handle Time metric.
If they’ve heard the problem before, they already know the answer, right?
Possibly, but if agents assume they already know the customer’s question, they’ll
also assume they already know the answer. This attitude can often lead to more
confusion and frustration. And sometimes, this makes finding a resolution take even
longer.
Plus, customers know almost immediately when they’re not being heard.

3. Match the customer’s tone and language

Mirror, mirror, on the wall, who’s the fairest of them all?

Mirroring is a technique that works well in agent-customer interactions. The Wall

Street Journal argues, “Mirroring a conversation partner’s gestures, expressions,
posture, vocal pitch or tone can reflect rapport or a desire to please.” Taking on a
customer’s tone and vocabulary can help an agent build trust with the customer.

. Handle angry customer calls with confidence

As any contact center agent knows, handling angry customers is just part of the job.
The average customer service agent handles 10+ hostile interactions per day. It can
be the most stressful part of an agent’s job. So it’s important to know how to
effectively handle disgruntled customers.
 Coach your agents to distance themselves from the customer so they’re not taking
every complaint personally. Help them learn how to stay focused and resolve each
issue calmly. Empower your agents to handle angry customer calls with confidence.

Be empathetic and kind

Empathy requires a deep understanding of human emotion. It’s a characteristic we
need to be a true problem-solver.
Let us Encourage our service staff to practice empathy and kindness with each
customer interaction

2. Top customer service skill - in brief

Here are 10 top customer service skills in brief:
1. Active Listening
- Paying full attention to customers, understanding their needs, and responding
appropriately.
2. Empathy
- Understanding and sharing the feelings of the customer, showing genuine care for their
concerns.
3. Patience
- Remaining calm and composed, especially when dealing with difficult or upset
customers.
4. Clear Communication
- Explaining solutions, instructions, or policies clearly and in a way customers can easily
understand.
5. Problem-Solving
- Quickly identifying the root cause of issues and finding effective solutions to resolve
them.
6. Positive Attitude
- Approaching each interaction with a friendly and optimistic demeanor, even in challenging
situations.
7. Product Knowledge
- Having a strong understanding of the company’s products or services to provide accurate
information and guidance.
8. Time Management
- Effectively managing time to balance customer needs with service quality, ensuring timely
resolutions.
9. Adaptability
- Being flexible and able to adjust to different customer personalities and changing
situations.
10. Conflict Resolution
- Managing complaints or disagreements with professionalism and finding a mutually
beneficial solution.
 3. Explain in detail
Listening with body language technique
Echoing, paraphrasing and summarising technique
Probing and clarifying questions technique
Emphasize positivity technique
Problem, solution benefit technique

1. Listening with Body Language Technique

Description: Non-verbal cues, such as eye contact, nodding, and open posture, play
a significant role in showing active engagement and attentiveness while listening.
This technique helps convey to the customer that you are fully focused on them,
fostering a connection and building trust.

Example: Maintaining eye contact and nodding while a customer explains their issue
shows that you're engaged and empathizing with their situation.

2. Echoing, Paraphrasing, and Summarizing Technique

Description: These techniques are used to ensure understanding and clarify

communication. Echoing involves repeating the customer's words, paraphrasing
involves restating their message in your own words, and summarizing involves briefly
recapping the main points.

Example:

Echoing: "So, you're saying that the product didn't arrive on time?"

Paraphrasing: "It sounds like you're frustrated because your order didn't meet your
expectations."

Summarizing: "To confirm, you're concerned about the delay and would like to know
when the item will be delivered, correct?"

3. Probing and Clarifying Questions Technique

Description: Asking open-ended, probing questions helps gather more information

and clarify details to better understand the customer's needs or issues. This
technique ensures you don’t make assumptions and allows for more effective
problem-solving.

Example: "Can you tell me more about what happened when you tried to use the
product?" or "What would an ideal solution look like for you?"

4. Emphasize Positivity Technique

Description: Focusing on positive language and framing responses in an optimistic

way helps shift the customer's focus away from frustration or negativity, contributing
to a more constructive and solution-focused conversation.
 Example: Instead of saying, "I can't help you with that," say, "Let me explore
alternative solutions for you."

5. Problem, Solution, Benefit Technique

Description: This technique involves clearly identifying the customer’s problem,

presenting a solution, and then highlighting the benefits of the solution. It ensures
customers feel that their issue is being addressed in a way that adds value to their
experience.

Example: "I understand the issue (problem). I can offer a replacement item or a full
refund (solution), which means you won’t have to wait any longer for a functional
product (benefit)."

4. Common barriers to excellent communication service

1. Failure to resolve a complaint at first point of contact

We are increasingly becoming a self-serve generation, which means we only contact an
organization when we have a problem. As such, contact center call volumes are going down
but call durations are increasing. With complaints becoming more complex, the ability to
solve complaints or route them to the people who can help is a key issue for companies to
overcome.

2. Realizing that ‘wow’ is out, ‘easy’ is in

A lot of organizations focus on trying to wow their customers but then struggle to identify
exactly what constitutes exceptional service. More often than not, pleasing your customers
comes not from rolling out the red carpet but from reducing the effort it takes for them to do
business with you, and consistently delivering the experience they expect. A good voice of
the customer programme will show a business what its customers want so it can meet those
needs.

3. Not defining what constitutes a ‘complaint’ effectively

Modern businesses need to teach their employees that the real definition of a complaint is
any expression of customer dissatisfaction. Many organizations still think that a customer
complaint needs to be a formal process that includes the word ‘complaint’, but that’s not true.
Employees should be trained to identify and address any customer concerns straight away,
before they escalate. For example, if the customer sounds unhappy but doesn’t explicitly say
why, it’s the job of the customer service agent to probe a little deeper.

4. Restricting the channel that customers can use to make contact

Organizations must make it easy for customers to get their complaint resolved via the
channel of their choice, whether that is by letter, email, telephone or social media.
Companies that force their customers to use cumbersome web forms or expensive phone
lines to contact customer services are making two giant mistakes: first, they are actively
discouraging customers from accessing the help they need to resolve any problems quickly
and second, they are missing out on the chance to gather precious customer insight that
could help them to improve their own internal processes.
5. Using customer feedback to drive improvements
Customer satisfaction aside, the other key benefit of customer feedback is the insight that it
can provide to businesses. Because this information can help firms to see their systems and
processes from the customer’s point of view, it can often help to prevent unexpected
processing errors, customer-service bottlenecks and other inefficiencies from causing
irreversible damage to the brand. Of course, this feedback doesn’t only come from
customers: employees, too, can often provide incredibly useful insight due to their position
on the frontline of customer contact.

6. Identify the cause, fix the problem

A lot of businesses are happy to conduct surveys in order to understand the perception of
the brand, how to improve, what products need to be changed, and so on – however
surprisingly few businesses really take any action with this information. Identifying the root
cause of a problem – and then fixing it – will always be the best way to improve customer
satisfaction, boost retention, and enjoy the economic benefits related to more effective
systems and processes.

7. Treating new customers differently from existing customers

Whether it is a special offer that is available to new customers only, or an online chat facility
that is only available during the sales process, tactics like these are sure to alienate existing
customers and prevent them from engaging with the company. The result? Expensive
customer ‘churn’ and the destruction of customer loyalty.

8. Responding to customer complaints via social media

Not getting their complaint or enquiry resolved at the first point of contact is one of the
biggest drivers of dissatisfaction and why many customers turn to social media. Trying to
resolve a complaint in such a public forum only magnifies the exposure a single complaint
garners, causing reputational and brand damage. Earlier this year we saw someone pay for
a sponsored tweet to complain about British Airways on Twitter – and tactics like these are
likely to become even more popular. Businesses must be willing and able to give disgruntled
consumers their immediate attention, rather than waiting for a social media firestorm to spur
them into action.

9. Introducing the human touch where needed

Even in today’s 24/7 web-enabled world, customers still value the human touch. Companies
not only need to understand their customers’ preferences in terms of making initial contact,
but also need to identify when customers may be getting frustrated. Introducing some human
interaction at the right time, via web chat for example, can turn customer from annoyed to
advocate in seconds.

10. Restricting the channel that customers can use to make contact
Organizations must make it easy for customers to get their complaint resolved via the
channel of their choice, whether that is by letter, email, telephone or social media.
Companies that force their customers to use cumbersome web forms or expensive phone
lines to contact customer services are making two giant mistakes: first, they are actively
discouraging customers from accessing the help they need to resolve any problems quickly
and second, they are missing out on the chance to gather precious customer insight that
could help them to improve their own internal processes.
5. Systemising feedback process
Customer satisfaction survey
Quarterly business reviews
Post interaction surveys
Comment boxes on website, mobile and in store.

6. Customer service techniques, when to use

1. Active Listening
When to use: Always. This technique is foundational in any customer service
interaction, particularly when dealing with complaints or complex issues. It ensures
that you fully understand the customer’s needs or concerns before responding.
Example: When a customer explains a problem, listen attentively without interrupting,
and give them time to express themselves.
2. Empathy
When to use: When dealing with frustrated or upset customers. Empathy helps
defuse negative emotions and makes customers feel heard and understood.
Example: "I understand how frustrating this must be for you. Let me help resolve this
as quickly as possible."
3. Probing Questions
When to use: When more information is needed to fully understand the issue or when
the customer’s description is unclear. This ensures you address the right problem.
Example: "Can you please describe the issue in a little more detail?" or "When did
this problem first occur?"
4. Paraphrasing and Summarizing
When to use: After the customer explains their problem or concern. This ensures
you’ve understood the issue correctly and helps avoid misunderstandings.
Example: "So, what I’m hearing is that you’ve been experiencing delays with your
order and have not received an update, correct?"
5. Echoing
When to use: In situations where you want to confirm specific details or highlight key
points for further discussion.
Example: "You mentioned your package has been delayed for over a week. Let’s
check the status on that."
6. Offering Alternatives (Solution Focused Approach)
When to use: When the customer's initial request or issue cannot be resolved as
expected. Offering alternative solutions helps maintain satisfaction and keeps the
conversation moving forward.
Example: "While I can’t offer an immediate refund, I can send you a replacement
right away or offer a store credit for the full amount."
7. Positive Language
When to use: When dealing with any customer, especially in challenging situations.
Positive language helps maintain a constructive tone and avoids escalating negative
feelings.
Example: Instead of saying, "I can’t do that," say, "Let me check other ways I can
assist you."
8. Managing Expectations
When to use: When the resolution of a customer’s issue might take time or if certain
requests cannot be met immediately. It’s important to set realistic expectations and
timelines to avoid disappointment.
Example: "It may take 3–5 business days to process this request, but I’ll keep you
updated every step of the way."
9. Follow-Up and Feedback Requests
When to use: After resolving an issue or when a customer is satisfied with the
service. Follow-up ensures the customer feels valued and that their issue is fully
resolved.
Example: "I’ll follow up with you in two days to make sure everything is working well
with your product. Is that okay?"
10. De-Escalation Techniques
When to use: When a customer is angry or upset. Using calm, neutral language, and
offering empathy can help defuse a potentially volatile situation and move toward a
solution.
Example: "I understand you’re upset. Let’s work together to find a solution that will
make this right."
Unit 4
Part A

1. Cross-cultural awareness
Cultural sensitivity, also sometimes referred to as cross-cultural sensitivity or simply
cultural awareness, is the knowledge, awareness, and acceptance of other cultures
and others' cultural identities.
2. Why do we pay attention to differences in culture?
1. Enhances Communication
2. Fosters Inclusion and Respect
3. Improves Customer Satisfaction
4. Promotes Effective Collaboration

3. Why should we listen foreign customers and colleagues?

1. Builds Trust and Rapport
2. Ensures Better Understanding
3. Promotes Inclusivity and Respect
4. Improves Problem-Solving and Innovation

4. What are the ways to practice good manners?

1. Use Polite Language
2. Show Respect and Consideration
3. Be Punctual and Reliable
4. Listen Actively and Be Attentive

5. 3 ways to be more culturally aware

1. Think beyond race (competition) and ethnicity. A person’s culture is shaped
by more than the color of their skin or the way that they dress. It’s shaped by the
person’s life experiences and traditions, which may be seen or unseen to the naked
eye.
2. Learn by asking. Don’t be afraid to ask questions. People feel respected and
appreciated when others take a genuine interest in who they are, so ask open-ended
questions about their culture to learn more.
3. Make local connections. Find local organizations or venues that work with a
cultural group you’re interested in and stop by. Organizations like advocacy (support)
groups, religious institutions, colleges and social clubs are a great place to learn
more and make connections.

6. 3 important ways of cultural awareness

● Cultural awareness is the understanding that our own culture differs from one
individual and group to the next, and specifically from our target language.
● Being culturally aware enables us to communicate with people more
effectively, beyond words and grammar, by understanding their culture.
● Language plays a huge part in building cultural awareness.
 7. How do we build cultural gap with good communication skills?
Be Open-Minded and Non-Judgmental
Adapt Communication Style to the Audience
Show Empathy and Active Listening
Seek Clarification and Ask Questions Respectfully

8. Step that you will take to get training for global citizenship
Enroll in Cross-Cultural Communication Courses
Participate in Diversity and Inclusion Workshops
Engage in International Networking and Collaboration
Read Books and Articles on Global Issues and Cultures
9. Cultural differences exist, but my culture is the best. Explain briefly
Cultural Relativism
Different cultures have unique values and practices that are valid in their own contexts, and
no culture is inherently superior to another.

Ethnocentrism
Believing one's culture is the best can lead to bias and misunderstanding, preventing us from
appreciating other cultures’ strengths.

Cultural Diversity Enriches Society

Embracing cultural differences allows for a broader range of perspectives, ideas, and
solutions, enriching global cooperation.

Respect and Open-Mindedness

While it's natural to feel pride in one's culture, respecting others promotes harmony and
mutual growth in a globalized world.

10. 3 benefits for cultural diversity at workplace

Diverse cultural perspectives can inspire creativity and drive innovation
Local market knowledge and insight makes a business more competitive and
profitable
Cultural sensitivity, insight, and local knowledge means higher quality, targeted
marketing

Part B
1. Five Ways to be More Culturally Aware
1. Think beyond race (competition) and ethnicity. A person’s culture is shaped
by more than the color of their skin or the way that they dress. It’s shaped by the
person’s life experiences and traditions, which may be seen or unseen to the naked
eye.
2. Learn by asking. Don’t be afraid to ask questions. People feel respected and
appreciated when others take a genuine interest in who they are, so ask open-ended
questions about their culture to learn more.
3. Make local connections. Find local organizations or venues that work with a
cultural group you’re interested in and stop by. Organizations like advocacy (support)
groups, religious institutions, colleges and social clubs are a great place to learn
more and make connections.
 4. Pay attention to non-verbal behaviors. Meaning behind body language can
sometimes differ based on cultural norms. Pay attention to how your body language
is being perceived by those around you.
5. Exchange stories. Storytelling is a great way to share experiences that go
beyond culture. Initiate an open conversation by sharing a personal story or
experience.

2. Why is cultural awareness is important?

● It makes us global citizens
● Cultural awareness helps us break down cultural barriers, build cultural
bridges, and learn how to love, and appreciate those different from us.
● We can relate better to people with cultural differences as we begin to
understand ourselves better.
● This result in more cultural connection and less cultural conflict.
● When encountering new languages and cultures, we begin to make
comparisons and realize that our own behaviors, values, and beliefs are not the
general norm found elsewhere in the world.
● By being culturally aware, we can recognize and have an appreciation for
other’s values, customs, and beliefs and meet them without judgment or prejudice.
● When we are culturally aware we can know what is considered inappropriate
or offensive to others.
● Incorrect body language often leads to misunderstandings.
● For example, in Greece and Albania, nodding your head in an agreement can
lead to misunderstandings.
● It helps us create a homogenous and inclusive work environment
● In an office setting, we are most likely to come across different individuals
who possess diverse backgrounds that may sometimes clash with the values of a
business.
● Embracing cultural sensitivity and awareness helps us understand how
cultural differences may affect and influence individuals when forming their unique
personalities, perceptions, and their interactions with others. This will help prevent
cultural problems in the workplace.
● A leader who leads with empathy and understanding helps create a
homogeneous environment that fosters creativity, and innovation while boosting
productivity and profitability.

3. Participating in unconscious bias and harassment training

● Unconscious bias, unlike blatant bigotry (a strong unreasonable feeling of not
liking or trusting somebody) or explicit bias, is often difficult to spot. (Favoring those
who have similar interests or backgrounds can lead to unconscious bias in
recruitment. For example, a hiring manager prefers a job applicant who grew up in
the same city.)
● This is because it is usually deeply ingrained, unintentional, and is more often
than not seen as normal behavior.
● There are numerous instances of bias from the way people are treated in the
workplace to how different characters are depicted in popular television shows and
films. This also influences how we treat others.
 ● Harassment training can help make meaningful changes in the employee’s
environment by preventing unconscious bias in the workplace.
● This is important because the employees who are usually on the receiving
end of unconscious bias are more disengaged at work and less productive.
● The training enables the employees to attain higher levels of cultural
intelligence (Cultural Intelligence (cultural quotient) is the ability to recognize and
adapt to cultural differences.) by understanding the cultural backgrounds, which
helps them to consciously manage their application of bias.

4. Celebrating diversity can increase cultural awareness, literacy and acceptance –

justify the statement
1. Broadens Perspectives
Exposure to diverse cultures allows individuals to see the world through different
lenses, increasing their understanding of different values, customs, and viewpoints.
2. Promotes Tolerance
Celebrating cultural diversity helps reduce stereotypes and prejudices by
demonstrating that all cultures have intrinsic value and uniqueness.
3. Encourages Inclusivity
By embracing diversity, we create environments where people from all backgrounds
feel valued and respected, fostering a sense of belonging.
4. Enhances Communication Skills
Learning about different cultural norms and communication styles improves
interpersonal communication, especially in multicultural settings.
5. Fosters Innovation and Creativity
A diverse environment encourages the sharing of varied ideas and experiences,
leading to innovative solutions and creative problem-solving.
6. Builds Global Awareness
Celebrating diversity educates individuals about global issues, cultural history, and
interconnectedness, helping them become more informed and compassionate global
citizens.

5. Cultural awareness will obtain greater opportunity for personal and professional
growth – justify the statement
1. Improved Communication Skills
Understanding cultural differences helps individuals communicate more effectively
with people from diverse backgrounds, enhancing both personal relationships and
professional interactions.
2. Increased Career Opportunities
Many industries value employees who are culturally aware, as it enables better
interaction with international clients, colleagues, and partners, opening doors to
global opportunities.
3. Enhanced Emotional Intelligence
Cultural awareness fosters empathy, which helps individuals navigate complex social
situations with sensitivity and understanding, a key trait for personal and professional
success.
4. Stronger Networking Abilities
Being culturally aware allows individuals to build meaningful connections with people
from various cultures, enhancing their social capital and networking potential.
 5. Broader Global Perspective
Exposure to different cultures encourages critical thinking and a more open-minded
approach, making individuals more adaptable and versatile in both their personal
lives and careers.
6. Better Problem-Solving and Innovation
Diverse perspectives often lead to innovative solutions. A culturally aware individual
can approach challenges with creativity, drawing from different cultural experiences
and approaches.

6. Diverse teams are more productive to perform better – justify the statement
1. Broader Range of Perspectives
Team members from different cultural, educational, and professional backgrounds
bring unique ideas and problem-solving approaches, leading to more creative and
innovative solutions.
2. Increased Innovation
Diversity fosters an environment where different viewpoints are valued, encouraging
team members to think outside the box, which drives innovation and helps in
overcoming challenges in new ways.
3. Better Decision-Making
A variety of perspectives leads to more thorough discussions and considerations,
reducing biases and enabling better-informed, well-rounded decisions.
4. Improved Adaptability
Diverse teams are often more flexible in dealing with change, as they are
accustomed to working with different communication styles, work ethics, and
problem-solving methods, making them more agile in dynamic environments.
5. Enhanced Employee Satisfaction
Teams that embrace diversity are often more inclusive and supportive, which fosters
a positive work culture, increases employee engagement, and reduces turnover,
leading to higher productivity.
6. Greater Market Insights
A diverse team can better understand and cater to a global or varied customer base,
ensuring products and services meet the needs of different markets, which improves
business performance.

Part C

1. Benefits of cultural diversity in the workplace

1. Diverse cultural perspectives can inspire creativity and drive innovation
● Our culture influences the way in which we see the world.
● A variety of viewpoints along with the wide-ranging personal and professional
experience of an international team can offer new perspectives that inspire colleagues to see
the workplace—and the world—differently.
● Diversity of thought has been shown to breed creativity and drive innovation, helping
to solve problems and meet customer needs in new and exciting ways.
● For example, cosmetic giant L’Oréal attributes much if its impressive success in
emerging markets to its multicultural product development teams.
● Multiple voices, perspectives, and personalities bouncing off one another can give
rise to out-of-the-box thinking.
● By offering a platform for the open exchange of ideas, businesses can reap the
biggest benefits of diversity in the workplace.
● A recent study from Forbes echoed this notion, concluding that “the best way to
ensure the development of new ideas is through a diverse and inclusive workforce.”
2. Local market knowledge and insight makes a business more competitive and profitable
● A multicultural workforce can give an organization an important edge when
expanding into new markets. Often, a product or service needs to be adapted to succeed
overseas. Understanding local laws, regulations, and customs, as well as the competitive
landscape, can help a business to thrive.
● Moreover, local connections, native language skills, and cultural understanding can
boost international business development exponentially. And being more competitive
ultimately means being more profitable.
● Diversity Inc annually recognizes the top 50 most diverse companies and measures
their success against the broader market.
● Recent research from McKinsey also underscores the fact that diversity is good for a
business’s bottom line.
● In fact, ethnically diverse companies were shown to be 35% more likely to have
financial returns above the national industry median.
3. Cultural sensitivity, insight, and local knowledge means higher quality, targeted marketing
● Cross-cultural understanding, along with local market knowledge, lends itself the
production of more effective marketing strategy and materials.
● For example, high quality and culturally sensitive translations of websites, brochures,
and other assets are essential.
● But this can’t be overlooked without the input of a native speaker.
● Even brand taglines can get badly lost in translation.
● Market-specific knowledge and insight is invaluable when it comes to for imagery and
design, too.
● A memorable McDonalds print ad in Finland may have been considered clever
locally, but it was seen as confusing and even grotesque by foreign audiences.
● The danger of making a serious marketing blunder, which can cause irreparable
damage to a brand or business abroad, can be mitigated by employing a diverse workforce
with local marketing savvy.
4. Drawing from a culturally diverse talent pool allows an organization to attract and retain
the best talent
● According to a Glass door survey, two thirds of job hunters indicated that diversity
was important to them when evaluating companies and job offers.
● In a competitive global job market, demonstrating that your business is invested in
fostering a multicultural and inclusive environment can make you stand out to the right
candidates.
● Making diversity an important part of the recruiting process will broaden your talent
pool of prospective employees.
● Not only does hiring from a more diverse talent pool makes your business attractive
to ambitious, globally minded candidates, it also helps you to keep them on board.
● Diversity, including diversity of gender, religion, and ethnicity, has been shown to
improve retention and reduce the costs associated with employee turnover.
● In a diverse workplace, employees are more likely remain loyal when they feel
respected and valued for their unique contribution.
● This, in turn, fosters mutual respect among colleagues who also value the diverse
culture, perspectives, and experiences of their team members.
● An inclusive atmosphere of cross-cultural cooperation is an excellent way to bond
colleagues and teams across the business.
5. A diverse skills base allows an organization to offer a broader and more adaptable range
of products and services
● By drawing from a culturally diverse talent pool, companies benefit from hiring
professionals with a broad range of skills that are often not accessible when hiring locally.
● Globally oriented companies can add to their service range by leveraging the skills
and experience their international employees bring to the table.
● A broader skills base and a more potentially diverse offering of products and services
can help your business to have the competitive advantage of adaptability.
● In today’s volatile and uncertain global business environment, nimble and adaptable
organizations are the ones that thrive.
● Adaptability means faster and more effective planning, development, and execution.
● A company with cultural and cognitive diversity can be quicker to spot a gap in the
market.
● It will also have the global (or market-specific) insight and experience to help a new
or adapted product to meet changing consumer behavior—and succeed.
6. Diverse teams are more productive and perform better
● The range of experience, expertise, and working methods that a diverse workplace
offers can boost problem-solving capacity and lead to greater productivity.
● In fact, studies have shown organizations with a culture of diversity and inclusions
are both happier and more productive.
● Where working in homogeneous teams can seem easier, it can cause a business to
settle for the status quo.
● Diversity, on the other hand, can breed healthy competition, stretching a team in a
positive way to achieve their best.
● This atmosphere of healthy competition can lead to the optimization of company
processes for greater efficiency.
● As a recent article in the Harvard Business Review argues, the challenges of working
in a diverse team are one of the reasons why diverse teams perform better: “working on
diverse teams produces better outcomes precisely because it’s harder.”

7. Greater opportunity for personal and professional growth

● Fundamentally, an inclusive and culturally diverse business will attract talented,
ambitious, and globally minded professionals who will appreciate the opportunity for
personal and professional growth.
● Working across cultures can be a truly enriching experiencing, allowing others to
learn about perspectives and traditions from around the world.
● Bonding over similarities and differences can help you to become a global citizen,
abandoning prejudices or an ethnocentric world view—something that is increasingly
valuable.
● A diverse set of colleagues can be professionally enriching too—exposing you to new
skills and approaches to work, and developing an international network that can take your
career in exciting new directions or abroad.
2. Challenges of cultural diversity at workplace
1. Communication Barriers
Challenge: Differences in language, accents, and communication styles can lead to
misunderstandings or misinterpretations.
Example: Non-native speakers might struggle to express ideas clearly, or cultural
norms around directness vs. politeness can lead to communication gaps.
2. Cultural Misunderstandings
Challenge: Cultural differences in values, work ethics, or social behavior may lead to
confusion or conflict.
Example: A team member from a culture that values individual achievement may
misunderstand a colleague from a collectivist culture as not contributing enough.
3. Stereotyping and Bias
Challenge: Unconscious biases or stereotypes can influence how people perceive
and interact with their colleagues, leading to unfair treatment or exclusion.
Example: Assuming someone is less competent because of their accent or ethnic
background can create a negative work environment.
4. Integration and Team Cohesion
Challenge: Building a cohesive team where everyone feels equally valued can be
difficult when cultural differences affect teamwork or social dynamics.
Example: Employees from different cultures might find it hard to bond or collaborate if
there is a lack of understanding or respect for each other’s backgrounds.
5. Resistance to Change
Challenge: Some employees may resist cultural diversity initiatives, especially if they
have limited exposure to different cultures or feel threatened by the changes.
Example: Employees who are accustomed to a homogenous work environment may
feel uncomfortable or alienated by efforts to create a more inclusive culture.
6. Different Approaches to Leadership and Hierarchy
Challenge: Different cultures have varying expectations of leadership, authority, and
decision-making, which can lead to tension or confusion.
Example: In some cultures, subordinates are expected to be deferential to authority,
while in others, a more egalitarian, open-dialogue approach is preferred.
7. Work-Life Balance Expectations
Challenge: Different cultures may have varying views on work-life balance, flexibility,
and working hours, leading to potential conflicts or misunderstandings.
Example: Employees from cultures that prioritize personal time may feel
overburdened by excessive work hours expected in more competitive or
corporate-centric cultures.
8. Unconscious Bias in Hiring and Promotion
Challenge: Cultural bias in recruitment, hiring, or promotion practices can result in a
lack of diversity at leadership levels or unequal opportunities.
Example: A hiring manager may unknowingly favor candidates from their own cultural
background, leading to a lack of representation in senior roles.
9. Conflict Resolution
Challenge: Different cultural backgrounds may lead to different approaches to
handling conflict, affecting the way disputes are resolved within a team.
Example: Some cultures may prefer direct confrontation to resolve issues, while
others may avoid conflict, which could lead to unresolved tensions.
10. Legal and Compliance Issues
 Challenge: Companies must be aware of cultural diversity-related legal and
regulatory requirements, such as anti-discrimination laws, to avoid potential legal
conflicts.
Example: In some regions, not offering certain holidays or accommodations to
employees from different cultural or religious backgrounds may lead to legal
challenges.

3. SEVEN PRACTICES YOU CAN IMPLEMENT TO INCREASE CULTURAL

AWARENESS IN WORKPLACE
1. Get training for global citizenship
First, you should build the cultural knowledge of your employees. You can hold training
classes to teach them about different cultural practices.
These classes should be framed in a way that allows your employees to learn how to deal
with working in an increasingly diverse global economy and society.
And if your company does a great deal of business in China, for instance, get some formal
training from someone who has worked in China.
In a business setting, formal training will cover things you need to be aware of when it comes
to business.
It’ll also address topics such as communication, business etiquette, negotiation skills, and
marketing skills.
Global Citizenship credential, which shows you how to promote cultural literacy and
awareness in the workplace.
2. Bridge the culture gap with good communication skills
Good communication skills are important when dealing with different cultures.
How you communicate to others, both verbally and non-verbally, can be a deal maker or
deal breaker.
It’s great if your employees know the language of the country you have business with, but
they can still be effective communicators if they have a thorough understanding of the local
culture, and work alongside a skilled translator.
On the other hand, if you have foreign customers and employees who don’t speak English
very well, tell your other staff members to stick to the point, use short sentences, and avoid
humour and colloquialism.
You can also have your English-speaking employees ask foreigners to further clarify what
they’re telling them or asking for, whether it’s via email, phone, webcam, or face-to-face. This
will prevent any misunderstandings and mistakes.
3. Practice good manners
Wherever you are in the world, it’s always good to have manners.
In some countries, saying “please” and “thank you” is an important and crucial part of
business conversation.
It shows you’re polite, respectful, and caring, and this will be sure to open doors for you and
your business.
Plus, informality can be inappropriate in some countries.
You should also tell your employees not to address a foreign customer by their first name at
the initial contact, and to allow the customer to take the lead.
4. Celebrate traditional holidays, festivals, and food
Celebrating diversity can help increase cultural literacy, awareness, and acceptance.
Start by including the holidays and festivals of other cultures in your company email or news
bulletin, and then celebrate them at work when appropriate.
This will show your employees that you recognise and accept their cultures. You could also
host a staff dinner or an international food day with cultural awareness as the theme, and
have your employees bring a traditional dish from their homeland.
By introducing your staff to other traditions, you’ll increase their sensitivity to cultural
differences.
They’ll also be able to learn words in another language that they can hopefully use when
communicating with foreign colleagues and customers.
5. Observe and listen to foreign customers and colleagues
Another way to help your employees become more culturally aware is to tell them to observe
and listen to foreign customers and colleagues.
If they’re in a foreign country, they should look at how those around them conduct
themselves and their business, and then follow suit.
And if they listen more than they talk, they’ll learn more quickly.
Moreover, it’s important to observe the attitudes and behaviours of foreign customers and
colleagues, and know the underlying logic and set of values that shape their actions and
behaviours.
Even though these behaviours may seem odd, confusing, or even annoying at first, your
staff will be able to respond to cultural differences in a calm and rational way. This can help
to prevent cultural conflict.
6. Pay attention to differences in culture
You can also help your employees be more culturally sensitive by telling them to pay
attention to differences in a foreign customer’s culture.
This way they won’t bother them on national or religious holidays, and they’ll know not to
bring up or discuss politics or religion if it might get them into trouble.
You should also tell your employees to do some research on a foreign customer’s local
customs and etiquette before working with them.
Some cultures don’t like talking about pricing upfront, so your employees will need to
customize the way they discuss their estimate for a project.
Also, the ‘hard sell’ is a turn-off in some countries.
For instance, in Australia you’re more likely to get a better reception by making a
self-deprecating introduction, instead of a self-promotional one.
7. Be aware of different time zones
When contacting foreign customers and meeting deadlines, tell your employees to be aware
of the different time zones.
This includes keeping note of business hours and lunch hours where the customer is
located.
By paying attention to time zones, they can avoid contacting a customer when they’re
finished working or, worse, when they’re asleep.
They’ll also know whether to say “good morning”, “good afternoon”, or “good evening”.
Ask your employees to check The World Clock to keep track of your foreign customers’ time
zones.
Culturally literate employees create better work always
Developing culturally literate and aware employees can enhance communication,
productivity, and unity in the workplace.
And when these employees deal with foreign Developing culturally literate and aware
employees can enhance communication, productivity, and unity in the workplace.
 And when these employees deal with foreign customers and colleagues, there will be
little to no misunderstandings and no mistakes, allowing them to create better work
because they can understand others who are different from them.

4. Cultural Awareness occurs in stages.

Stage 1: People are all the same.
This is the conviction that we all, deep down, hold the same values and beliefs. This very
limited perspective is most often due to a lack of experience with difference.
Stage 2: Cultural differences exist, but my culture is the best.
In this stage, we realize that differences in cultural norms, values, customs and beliefs exist.
However, they are seen as less desirable than our own, or even threatening. The desire is
both to defend one’s own culture and minimize others.
Stage 3: Other cultures are of value and I can learn from them.
In this stage, we recognize the complexity and richness of other people’s cultures. We
accept and see the potential benefits of other cultures’ values and beliefs. We may even
choose to adopt some of these values or behaviors.
Stage 4: More than one cultural frame of reference exists.
We become aware of our own cultural filters and begin to adapt our perceptions and
behaviors. Through repeated exposure to or education about other cultures, we develop a
deeper understanding of a culture’s unique traits, values and norms. People in this stage can
shift communication style and behaviors to effectively and appropriately interact with diverse
cultures.

5. Drawing from culturally diverse talent pool allows an organisation to attract and retain
the best talent – explain in detail
1. Access to a Broader Range of Skills and Experiences
Diverse perspectives: Culturally diverse teams bring a wide array of experiences,
skills, and worldviews, which can lead to more creative solutions and innovative
ideas. People from different backgrounds bring unique problem-solving techniques
and approaches to the table, helping the organization remain adaptable and agile in
a fast-changing business environment.
Example: A global tech company tapping into diverse talent can gain insights into
international markets, helping the company design products and services that appeal
to a broader audience.
2. Enhances Innovation and Creativity
A diverse workforce is known to foster innovation by combining multiple perspectives
and diverse ways of thinking. When employees from various cultural backgrounds
collaborate, they challenge each other’s assumptions, which sparks creativity. This
leads to better solutions, new ideas, and competitive advantages in industries that
require innovation, such as technology, marketing, and design.
Example: Teams with diverse cultural backgrounds may come up with new marketing
strategies that resonate with international customers, giving the company an edge
over competitors who may only have domestic-focused teams.
3. Improves Employee Engagement and Retention
Inclusive environments where cultural diversity is celebrated tend to create a more
engaging and supportive atmosphere for employees. When employees feel
respected and included, they are more likely to be satisfied with their jobs and remain
loyal to the organization.
Sense of belonging: By hiring a diverse talent pool and ensuring inclusivity,
organizations send a strong message that they value each employee’s unique
contributions, fostering a greater sense of belonging. This leads to higher employee
morale and retention rates.
Example: A company that actively supports cultural holidays, encourages diverse
workstyles, and offers flexible policies will attract top talent from varied backgrounds
and improve employee satisfaction.
4. Attracts a Wider Talent Pool
By actively recruiting from a culturally diverse talent pool, organizations can access a
larger pool of qualified candidates. Many highly skilled individuals may not apply to
companies that lack diversity or don’t actively promote inclusion. A commitment to
diversity in hiring practices helps organizations stand out as employers of choice,
especially in competitive industries.
Example: A company that promotes diversity and inclusion in job postings and
interviews may attract top talent from underrepresented groups, increasing the
number of high-quality applicants and broadening the organization's selection pool.
5. Improves Global Competence and Market Reach
A culturally diverse workforce provides an organization with valuable insights into
international markets and consumer behaviors. Employees with cultural knowledge
and experience in various regions can help organizations better understand the
needs of global customers, develop localized products, and improve customer
relations across borders.
Example: A multinational company with employees from various countries can use
their team’s insights to create products and services that are tailored to the specific
preferences and cultural nuances of different regions.
6. Promotes Positive Employer Branding
Organizations that prioritize diversity and inclusion often build a positive reputation as
progressive, socially responsible, and committed to equality. This branding attracts
not only talent but also customers who value corporate social responsibility (CSR).
Example: Brands like Google, Microsoft, and Starbucks have successfully used their
commitment to diversity to enhance their employer brand, making them more
attractive to top candidates who value inclusivity.
7. Boosts Collaboration and Teamwork
Culturally diverse teams are more likely to develop better collaboration skills, as team
members learn to navigate different communication styles, work ethics, and
problem-solving approaches. This heightened adaptability leads to more effective
teamwork and improved performance, particularly in cross-functional or international
projects.
Example: A team of employees with varied cultural backgrounds might approach a
project differently, but this can lead to more thorough planning and creative solutions
that wouldn’t emerge in a homogenous team.
8. Reduces Turnover and Recruitment Costs
Inclusive hiring practices and a culture that values diversity can lead to lower
turnover rates. When employees feel valued for who they are and recognized for
their contributions, they are more likely to stay with the company, reducing the costs
associated with recruitment, training, and onboarding new employees.
 Example: A diverse, inclusive environment creates greater job satisfaction, leading
employees to stay longer and reducing the frequency of hiring new talent to replace
dissatisfied workers.
9. Increases Adaptability to Change
Cultural diversity fosters adaptability, as employees from different backgrounds are
used to navigating change and working in diverse environments. They tend to be
more open to new ideas and flexible in response to market shifts or organizational
changes.
Example: A company with a culturally diverse workforce might adapt more quickly to
global disruptions or new market trends because its employees bring a wide range of
adaptive strategies and experiences.
10. Encourages Ethical and Social Responsibility
A commitment to cultural diversity reflects a company’s broader commitment to
ethical business practices and social responsibility. Organizations that focus on
diversity and inclusion are often viewed as more socially responsible, which can
improve their reputation and appeal to ethically minded candidates.
Example: Companies that create initiatives to support underrepresented groups or
promote equal opportunities are seen as leaders in corporate responsibility, attracting
top talent who are aligned with these values.

6. Develop cultural awareness

● Learning as much as we can about other cultures
● We naturally see the world through a distorting screen created by our subconscious
and deeply held values and beliefs.
● This leads to insensitivity and potential unintentional blindness to the values that are
important to members of other cultures.
● This is why we need to expose ourselves, observe and get into contact with the
cultures around us.
● One of the most authentic ways of learning about new cultures is attending cultural
festivals and events.
● Here, you get to see how different people express themselves through music, food,
and art.
● You can also become personally acquainted with people from different backgrounds
by traveling to exotic locations. Here you get to immerse yourself in the culture and you learn
first-hand about it by living it.
● By exposing ourselves to other cultures, we get the opportunity to interact with
people who are different from us.
● When we are around people from different cultures and interact with them frequently,
we can observe and notice moments of tension that may lead to misunderstandings and
points of conflict.
● Understanding the assumptions that we have which impact our impressions of the
outside world
● Looking at ourselves as we expose ourselves to different cultural experiences
teaches us more about cross-cultural understanding, something we may not get from our
knowledge of other cultures.
● Our assumptions about communication styles, body language, and other
characteristics impact how we view the outside world.
● This is because our own culture is deeply ingrained that we are usually unaware of
its existence, therefore, implicitly expecting the world to reflect our culture at us.
● We all have assumptions of certain cultures, and there are stereotypical views of
other cultures that might be considered racist in every culture.
● When we examine our cultural assumptions, with a bit of self-awareness, we can
rouse cultural awareness which makes it easier for cross-cultural relationships to work.
Unit 5
Part A

1. Define stress
Stress can be defined as our mental physical emotional and behavioral reaction to
any perceived demands or threats.
“Stress is the emotional and physical strain caused by our response to pressure from
the outside world.”

2. Signs of stress
● Tension
● Irritability
● Inability to concentrate
● Feeling excessively tired
● Trouble sleeping
● Increased blood pressure
● Difficulty breathing
● Stomach upset
● Sweating palms
● Tight muscles that may cause pain and trembling

3. Sources of stress
1. Workload and Deadlines
2. Interpersonal Conflicts
3. Job Insecurity
4. Lack of Control or Autonomy

4. Consequences of high level stress

High Stress Levels Can Lead To:
● Chronic health problems including:
● cardiovascular disease
● musculoskeletal disorders
● psychological disorders

5. What is key performance indicator

A data-driven goal that helps measure the performance and objectives of an agent or
team.

6. Give a brief about gamification

It is the program used by companies to motivate their customer support team. This
makes support team job more competitive and fun. In this process, companies create
a reward system in their support software.

7. Differentiate cross selling and upselling

Cross-Selling
The practice of selling an additional product or service to an already existing
customer.
 The act of persuading a customer to upgrade or add on to their already existing
product or service.
Upselling
The act of persuading a customer to upgrade or add on to their already existing
product or service.

8. What is downtime?
The time during which your product or service is unavailable for use because of an
issue or maintenance.

9. What is a stressor give examples

A stressor is any external or internal factor that causes stress, triggering a physical,
emotional, or psychological response. Stressors can be situations, events, or
conditions that challenge an individual’s ability to cope.
Work-Related Stressors

Tight deadlines, heavy workload, or difficult coworkers.

Personal Stressors

Relationship problems, family issues, or financial difficulties.

10. Types of stress

1. Threat: The body fee threatened either mentally or emotionally
2. Frustration: Being frustrated beyond your control
3. Pressure: Time / Performance / Undergoing major operation
4. Conflict: Be involved with any conflict situation / change of opinion with others

Part B
1. Handling stress depends on us – justify the statement
1. Mindset and Perception
How we perceive a stressful situation plays a crucial role. Viewing stress as a
challenge rather than a threat can help us cope better and even grow from the
experience.
2. Coping Strategies
We can choose from a variety of stress management techniques, such as deep
breathing, meditation, exercise, or talking to someone, to manage stress effectively.
3. Time Management
By organizing our time and setting realistic goals, we can reduce the pressure of tight
deadlines and heavy workloads, preventing stress from accumulating.
4. Emotional Regulation
We have the ability to control our emotional responses to stress. Practices like
mindfulness and self-awareness help us stay calm and composed during stressful
situations.
5. Self-Care Practices
Engaging in regular physical activity, getting enough sleep, maintaining a healthy
diet, and taking breaks are proactive steps we can take to manage stress and
maintain resilience.
 6. Seeking Support
We can actively seek support from friends, family, or professional counselors when
stress becomes overwhelming, ensuring we don't have to manage it alone.

2. Explain the following terms

Loyalty
Customer loyalty is when a customer chooses to continue buying our products or
using our service instead of going to the competition even if our prices are higher.
Moments of truth
'Moments of truth' means the points in a transaction, service delivery or customer
relationship at which customer expectations are at their sharpest and most
demanding.
eg airlines - as you reach check-in, settling down for take-off etc
eg restaurant - waiter takes order, food arrives at table
Metric
A metric is a unit of measurement used to keep track of the results of customer
service activities or processes.

3. Brief about
Retention
The ability of a company or business to keep its customers over a specified period of
time.
Upselling
The act of persuading a customer to upgrade or add on to their already existing
product or service.
CRM
A CRM is defined as the strategies, practices and software that organizations use to
improve their customer service and increase sales.

4. What makes something stressful? (Sources of Stress)

● Situation that have strong demands
● Situation those are imminent(about to happen)
● Life transitions (sudden changes)
● Timings
● Ambiguity (Uncertainty)
● Desirability (attractiveness)
● Controllability (control system)
● workload (overload and underload)
● role conflict (conflicting job demands, multiple supervisors/managers)
● career development opportunities
 5. 20 symptoms of stress

6. Negative Effects of Stress

1. Physical
- Weight gain/loss
- Unexpected hair loss
- Heart palpitations
- High blood pressure
2. Emotional
- Mood swings
- Anxiety
- Can lead to depression
• Can also lead to unhealthy coping strategies (i.e. alcohol, drugs, etc)

Part C
1. Suggestions for reducing stress level
● Find a support system – Find someone to talk about your feelings and experiences.
● Change your attitude – Find other ways to think about stressful situation.
● Life is 10% what happen to us and 90% how we react to it.
● Be realistic – Set practical goal for dealing with situation and solving problems.
Develop realistic expectations of yourself and others.
● Get organized and take charge – Being unorganized and engaging in poor planning
leads to frustration or crisis situation. Plan your time, make a schedule and establish your
priorities.
● Take breaks and give yourself – Learn that taking time for yourself for rejuvenation
and relaxation is just as important as giving time to other activities. Take short break at your
busy day.
● Take good care of yourself – Eat properly, get regular rest, keep a routine. Allow
yourself to do something for your entertainment.
● Learn to say No – Learn to pick and choose which things you will say Yes and for
which things you will not. Protect yourself by not allowing yourself to take on every request
or opportunity that comes your way.
● Get regular exercise – Regular exercise can get relieve some symptoms of
depression and stress and help us to maintain our health.
● Get a hobby and do something different – For a balanced lifestyle play is as
important as work.
● Slow down – Know your limits and cut down on the number on the things you try to
do each day, particularly if you do not have the enough time for them. Be realistic about what
you can accomplish effectively on each day.

2. What will happen if teen is in stress?

3. Terminology
Cross-Selling
The practice of selling an additional product or service to an already existing
customer.
Empathy
The ability to understand another person’s feelings—arguably the most important skill
of any customer support agent
Feature
A specific characteristic of your product or service that satisfies a certain requirement
or need for a customer.
Feedback Loop
A process that entails gathering customer feedback, take necessary action, and
communicate the results back to the customer(s).
 Feedback
A customer’s opinion of their experience with your company and how you could
improve.

4. Stress Relief Strategies

1. Body relaxation exercises
- breathing techniques
- guided imagery
2. Physical exercise
-yoga
-work out routine
3. Meditation
4. Counseling
-talk therapy
-life coaching
Other Helpful tips
▪ Changing perceptions and expectations
▪ Break jobs/tasks into manageable parts
▪ Set reasonable/realistic goals
▪ Avoid procrastination
▪ Set boundaries
▪ Don’t compromise your values/beliefs
▪ Schedule “me” time

5. Benefits of stress management

▪ Physical health gets better
-more energy and stamina
▪ Emotions stabilized
-positive attitude
-hopeful/happier
▪ Ability to focus improved
-able to learn and achieve
▪ Our brain fires electrical waves at 14 or more cycles a second.
▪ These are beta waves and are great for getting tasks done, but not for
learning new things.
▪ Taking a few minutes to relax deeply slows your brain waves down.
▪ These slower waves are alpha waves.
▪ They occur at between 7 and 14 cycles a second
▪ Studies show alpha waves improve learning.

6. Terminology
Added Value
Added Value is the extra, over and above the basic product or service offer that an
organization makes to its customers. This added value represents extra benefits that
can truly delight the customers and keep them loyal.
For example; ‘buy one get one free’ is an added value offer
Bug
An issue with your product or service that requires the help of your engineering team
to resolve.
Business Hours
The days and hours when your customers can directly reach your support team.
Churn
The loss of clients or customers over a certain period of time.
Customer Satisfaction (CSAT)
A metric that measures your customers’ general happiness and loyalty with regards
to your company.