Page 15 - CUST SVC TEXTBOOK 2020

5.4 Culture as a Hindrance to Communication
People think that the way they are brought up by their culture to do things is the right way.
They also think that other people will behave in the same way because it is the correct thing to
do.

When Service Providers serve people from other cultures, they may become irritated when
these customers seem to be “rude.” They may also get frustrated when customers do not
understand them.

One important thing for Service Providers to remember is that they need to:

- be alert to any negative reaction to a person from another culture

- stop, think and rethink

Perhaps, they may feel that the person from another culture is behaving properly after all.

Service Providers also need to learn the social rules of other cultures so that they can
communicate more effectively with these customers. They can also better interpret what they
are trying to communicate to them.

5.5 Building Rapport with Customers

No matter which culture the customers belong to, Service Providers must try to build a rapport
with them. Rapport is about establishing:

- a relationship or

- forming a bond

It is important to build a rapport with customers as it shows that they:

- care for them and

- value their business

5.6 Ways to Build Rapport with Customers

1. Smile

2. Use customer’s name as often as possible, e.gs, Mr Raj, Miss Soon, Madam Fatimah, Uncle

Tan, Auntie Jill, etc.

3. Say “please” and “thank you” when asking customers for information

4. Explain if you have to say “no” to a customer’s request

5. Express interest in the customer’s need

6. Show empathy to customers

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