Customer Service in a Multiethnic Society

Instructor: Nancy Kelly

Customer Service in a Multiethnic Society

Sooner or later every person who works in a library must contend with the serious and often costly mistakes and misunderstandings caused by differences in language, customer service, expectations and social customs. Each of us comes into the world of work with features and ways of behaving that are the products of our ethnic and cultural differences. Cultural uniqueness is viewed by some as important and valuable. Others find that cultural differences awaken feelings of discomfort, uncertainty and fear. The ability to interact and communicate effectively across cultures is a critical interpersonal skill in today's workplace.

Workshop Description: This full day program is designed as an introductory experience to assist library staff who are responsible for meeting the challenges of serving a multiethnic customer base. Participants will learn key phrases, hot buttons to avoid and ways in which sensitivity to multiethnic issues in customer service can be encouraged. In this class you will learn communication skills that can be applied to multiethnic situations and address specific concerns in relation to those issues.

Highlights: Through discussion, role playing and other experiential activities, handouts and online resources, participants will improve their understanding of how multiethnic issues relate to customer service:

• Recognize the importance of understanding customers from diverse ethnic backgrounds.
• Understand how the issues of intercultural communication relate to customer service.
• Learn about your own ethnic, racial, linguistic and cultural uniqueness.
• Recognize perspectives other cultures bring to customer service.
• Learn key phrases for improving customer service.
• Acknowledge the obstacles to providing good customer service in a multiethnic environment.
• Begin to develop strategies to work effectively with people from all cultures.

Who Should Attend: All library staff who work with a diverse clientele; anyone who anticipates or experiences multicultural challenges in the workplace.

Prerequisites: None

Please Note: There is a $75.00 fee for this workshop. InFoPeople does not provide parking passes, lunch or refreshments.

Check-in: 8:30 to 9 AM Instruction: 9 AM to 4:30 PM