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Cross-Cultural Communication (Service Impact)

In this segment of the 5-Part Customer Impact Series, you’ll learn how to bridge cultural and communication differences with the universal language—great service.

Runtime: 4 Minutes
  • DVD or USB
  • Facilitator’s Guide
  • Activities
  • Discussion Questions
  • Student Worksheet
  • PowerPoint file
  • Pre and Post-Training Assessment—all ancillaries on a CD-Rom
Key Learning Points:
  • Avoid slang – use proper language
  • Be patient with accents, unfamiliar terms
  • Speak slowly, clearly
  • Respect and appreciate the customer’s effort to learn your language
  • Reframe and seek alternates to barriers


In Part 1: Service representative Valerie receives a call from Lois, a customer from another culture. Valerie speaks quickly and uses slang, frustrating Lois. Valerie is impatient with Lois’ accent and English, and belittles her, despite the fact that Lois has taken the time to learn Valerie’s language. Valerie insults Lois, and loses a customer.
In Part 2: Valerie approaches the same situation differently, adapting to the customer’s unique needs. Valerie speaks slowly, clearly, and properly. When Lois uses unfamiliar words, Valerie seeks to re-frame to understand her. Despite being challenged by the communication difficulties, Valerie takes personal responsibility, finds a solution, and ultimately triumphs with yet another happy customer.