Customer Service: How to Deliver Support Across Languages
28mGeneral2023-09-18
Authors
Myra Golden
Author, Trainer, Keynote Speaker
Course details
Build your confidence in delivering support to global customers. In this course, customer service expert Myra Golden outlines how to be successful in supporting global customers confidently and efficiently–especially if your first language is not English. Learn how to recognize the role confidence plays in supporting cross-cultural customers, and practice elevating your confidence by exploring any personal obstacles you may experience. Myra also shares proven techniques for creating rapport and connection with all of your customers. Finally, discover how to foster connection and avoid upsetting customers by empathetically addressing and acknowledging their concerns.
Skills covered
Cross-Cultural CommunicationDiversity, Equity, and Inclusion (DEI)CommunicationProfessional DevelopmentLeadership and ManagementDeep Dive (X:Y)
Concepts
0. Introduction
- 01 - Delivering support across languages - What's possible
1. How to Support Cross-Cultural Customers
- 02 - Feel confident as you support customers across languages
- 03 - Getting rid of Mokitas
- 04 - Two minutes to your most confident self
2. Foster Connection with Every Customer
- 05 - Build rapport across languages
- 06 - Yield in conversations
- 07 - Bring life to dead air space
3. How to Work with Unhappy Customers
- 08 - Link the communication chain
- 09 - Three steps to gracefully handle complex interactions
- 10 - When and how to hand off a customer
4. Communication Essentials for International Customer Service
- 11 - When you don't understand
- 12 - When you have difficulty pronouncing names
- 13 - Aim to sound natural
- 14 - Dealing with customers who complain about your accent
Conclusion
- 15 - Start, stop, continue exercise