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Global Language & Culture for Customer Service
Understanding tone & voice basics
Why it matters!
What’s the difference between voice and tone?
Why tone matters in online communication
What is the appropriate tone?
In summary
Common principles and guidelines to help you set the right tone
Why it matters!
Find the right balance between casual and professional
Listen to your customers and match your tone of voice to the context
Use active voice
Use plain English and avoid slang, jargon and acronyms
In summary
Different communication channels and the tone they require
Why it matters!
Email
Live Chat
Phone
In summary
Customer Service & Cultural Differences
Why it matters!
What is cultural diversity, and why does it matter in customer service?
How cultural differences impact customer service
The core principle of cross-cultural communication
Cultural intelligence (CQ) – what it is and why it’s important
Other suggested resources to learn from
In summary
Questioning techniques
Why it matters!
The power of effective questioning
Various questioning techniques
Further learning resources
In summary
Racism, sexism, trolling and more
Why it matters!
How to respond to racist customers
How to communicate with sexist customers
How to deal with flirting
How to address trolling
How to take the right attitude towards aggressive customers
Suggested further learning resources
In summary
Let's see what you've learned
Your assignment
Listen to your customers and match your tone of voice to the context
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