The Global Phoenix - Issue 4 The Global Phoenix - Issue 4 | Page 10

Best Practices – especially for
off-shoring and outsourcing
Some tips for providing excellent
global customer service:
Evaluate the regions where you will be
providing customer service or if you have
a contact center, the culture of that region.
Analyze:
•
• The historical perspective; Is or was
the area a capitalist or socialist society?
How long has the culture experienced
consumerism?
In some cultures, the customer is always
right. In countries where consumerism
has a strong foothold, customers have
power and expect to be catered to.
In other countries, such as in Eastern
Europe, where consumerism is not as
strong, customers are expected to wait in
line and not make as strong demands.
Consumerism may be seen less
positively, while in other cultures the
expectation is that if you work hard you
get rewarded.
In India, the “service sense” is very
different. Transactions are a “dance” often
involving bargaining and negotiation
and may even get emotional.
In addition, cultural differences may
define our attitudes toward work entirely.
Some cultures live to work while others
work to live.
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