Learn how to recognize customer diversity and provide excellent service and value to a diverse customer base.
Minorities are the fastest growing consumer group in America. Minorites make up one-third of the population and will be over half by 2050. Multicultural Americans buy over $2 trillion in goods and services annually. Businesses will need to invest time and resources over the next decade to ensure that they will be significant players in this changing customer base.
In the business arena in today's world, boarders and boundaries are only relevant for geographical interpretations. Customer service staff are increasingly dealing with many diverse individuals from all walks of life. Whether the customer is racially, sexually or culturally different from the customer service staff, they need to be prepared and adept at helping any and all individuals seeking products and services offered by companies.
Understanding how to deal with a diverse customer base facilitates the efforts to increase revenue; expand the client base, improve the corporate culture and the corporate brand. When customer service representatives acknowledge and respect diversity, they have a greater opportunity to attract and retain diverse customers, build a better rapport with them and increase customer satisfaction. This material will explore ways to foster respect, remove preconceived notions, be attentive and compassionate when managing the concerns of a diverse customer base.
Agenda
Faculty
Larry Hammond, Sr.
V1H Consulting
- Principal with V1H Consulting
- Through his workshops, strategy sessions, and keynote addresses, he focuses on helping organizations that are stuck in the way it has always been done, thinking without ever achieving true satisfaction, to transform
- By producing an organizational culture that creates a contagious leadership environment, helps organizations to achieve maximum performance, increase employee retention, and heighten employee engagement
- More than 20 years of senior leadership, coaching, training, and development experience
- Mentor in business, marketing, sales, human resources, entrepreneurship, and leadership in public agencies and community organizations
- Facilitated management and employee feedback sessions
- Coaches leaders and managers in public and private industries around team building and culture development
- Developed, delivered, and evaluated a variety of training seminars, including, customer service, change management, strategic planning, leadership development, and public speaking
- Provided leadership training to Leadership Pasadena, a leadership program that empowers, inspires, and connects leaders who strengthen a diverse community
- Designed, developed, and delivered management and leadership programs for managers in the public, private, and nonprofit sectors that helped clients improve employee and organizational performance
- Certified in Managing Organizational Change (MOC)
- 34 Strong Certified Strengths Coach
- Completed graduate courses in public administration from Catholic University, Washington, D.C., and in information technology, University of the District of Columbia
- M.A. degree in public administration, The Tseng College-Graduate, international, at California State University, Northridge; B.S. degree, Clark Atlanta University, Atlanta, GA
- Can be contacted at 626-379-4108 or [email protected]
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