By the end of 2018 , one-fourth of the customer support and service operations will include a virtual customer assistant ( VCA ) across all channels of communication .
Source : Gartner Predicts 2016 : CRM Customer Service and Support
• Hierarchical vs . egalitarian : “ The customer is King ”, or “ I am an extension of your business ”
In some cultures , they “ partner ” with customers putting them on an equal footing . In addition , representatives avoid the word “ problem ” and use words like “ issue ” or “ challenge ” instead .
This may be seen as impolite or disrespectful by other cultures . In Japan , for example , customers are treated “ politely ” and customers are put on a pedestal , not treated equally .
Customer service representatives need to be trained to understand and adapt to the cultural orientations of their customers . Start developing a set of Best Practices that will help your staff recognize cultural differences and subsequently empower them to accommodate the cultural values that drive their customer ’ s expectations and needs to ensure they are loyal for life !
About Berlitz Corporation
Learning centers around the globe
Berlitz Corporation is a global leadership training and education company headquartered in Princeton , U . S . A . and Tokyo , Japan . With a strong global presence , Berlitz has more than 550 locations in over 70 countries . Founded in 1878 , Berlitz has long been established as the world ’ s premier provider of language and cross-cultural training services . Today Berlitz offers a comprehensive portfolio that includes communications skills development , global leadership training and scalable customized business solutions enabling individuals and organizations to leverage diversity through inclusive leadership , and work and lead successfully in today ’ s complex global marketplace .
For more information on Berlitz programs and services please visit www . berlitz . com .
About the Authors
Sue Shinomiya is a senior consultant at Berlitz , as well as a corporate trainer , coach , author , and webinar leader specializing in global effectiveness for corporations and individuals . Her 30 years in the intercultural field have included nearly a decade in Asia . Her clients have included global Fortune 500 companies representing a range of industries . She has conducted cultural and business programs in the Americas , Europe and Asia .
Diana Anderson is the Director of Berlitz Cultural Consulting and has worked for over twenty years in the intercultural training field as a consultant , trainer , and program designer . Most of her career has been spent at Berlitz supporting business development worldwide by assessing clients training needs specific to their international work , setting expectations and helping them meet their intercultural training goals .
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