Synopsis
Whether you are new to customer service or have more experience, you will find Please Every Customer: Delivering Stellar Customer Service Across Cultures to be a valuable resource. In it, you will find a variety of helpful information and hundreds of tips, ideas and suggestions related to how people from different cultures communicate, view relationships and time, what they value and believe. You will also explore strategies for dealing with people who are not the same as you in that they speak another language, have diverse abilities, differ in age and gender, or have various behavioral preferences. Additionally, you will identify proven strategies that can assist you in better communicating with customers and for modifying your behavior to meet a given situation when dealing with other people. To help aid you in dealing with others, you will have an opportunity through activities called Focus on Positive Global Service to think about ways that you can apply concepts that you learn in the book. You will also read specific service implementation suggestions called Positive Global Service Action Tips that can be applied immediately to enhance your success when dealing with customers.
Once you finish reading this book of proven service strategies, I am sure that you will have the basic tools you need to provide positive global service to all your customers.
About the Author
Bob Lucas is an internationally-known award-winning author and learning and performance expert who specializes in workplace performance-based training and consulting services. He has over four decades of experience in human resources development, management and customer service in a variety of organizational environments and was the 1995 and 2011 President of the Central Florida Chapter of the Association for Talent Development (CFC-ASTD). Bob has lived, traveled and worked in twenty-nine different countries and geographic areas. His life experiences give him a real-world perspective on the application of theory he has studied and used.
In addition to having the top-selling customer service textbook in the United States, Bob has written and contributed to thirty-six other books, training video leader's guides and book compilations. He has shared his knowledge on a variety of workplace learning topics, such as creative training and management program development, train-the-trainer, customer service, presentation skills, interpersonal communication, adult learning, diversity, team building, and employee and organizational development with workplace professionals from hundreds of national and international organizations. He also taught training and development, diversity and interpersonal/organizational communication at the Master's level for almost two decades while at Webster University
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