All posts in category Customer Service

Overcoming Language Barriers Over the Phone – WEBINAR


Offered on September 11 & 21

Photo by Breakingpic on Pexels.com

NOTE:  The content of this webinar has been originally delivered to over 400 participants  sector-wide across Canada, within a  3-hour workshop time frame.   Approximate length is 1 hours and 30 minutes.

In this interactive,  practically-based webinar you will learn how to: · Tell if the caller has a genuine language barrier or merely a heavier accent. · Understand and decipher common distorted pronunciation and grammatical patterns with helpful tips and tricks. · Speak more clearly. · Read numbers and spell using an ESL alphabet. · Tell what tense the caller is speaking. · Guide the caller to obtaining vital information. · Calm distressed callers with three simple words. · Deal with common stressors including impolite and uncooperative callers. ·  Simplify industry terms using clear language .Past participants have included:  9-1-1 call takers,   receptionists, intake workers, crisis centre workers, program coordinators, salespeople and police officers.
This webinar includes an electronic job aid.

Learn more and register at https://www.diversityatworkcommunications.com/events/webinar-overcoming-language-barriers-on-the-phone

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by diversityatworkinlondon on August 31, 2020  •  Permalink
Posted in Best practices workplace inclusion, Call Centres, Call Takers, Cross Cultural Differences, Cultural Dialogues, Cultural Exchanges, Cultural Marketing, Customer Service, Customer Service and Diversity Training, customer service training, Telephone, telephone etiquette
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Posted by diversityatworkinlondon on August 31, 2020

https://diversityandinclusionatwork.com/2020/08/31/overcoming-language-barriers-over-the-phone-webinar/

WEBINARS – September 2020


Excited to announce our line-up of practically-based webinars which are sure to help you create a more inclusive workplace for you and your customers.

See our calendar. Click on the link to get the full details. https://www.diversityatworkcommunications.com/webinars



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by diversityatworkinlondon on August 30, 2020  •  Permalink
Posted in 911, Best practices workplace inclusion, Bullying, Call Centres, Call Takers, Cross Cultural Differences, Cross cultural differences, Cultural Adjustment, Cultural Dialogues, Cultural Marketing, Customer Service, Customer Service and Diversity Training, customer service training, Customers, Dispatchers, Diveristy Training, Diversity Committees, Diversity Strategic Planning, Diversity Strategy, Diversity Trainers, English As a Second Langugage, Ethnic Marketing, Family Friendly workplaces, Harassment, Immigrants, Immigrants in the Workplace, Implicit Bias, islamophobia, Language Barriers, language learning, LIVE WEBINARS, Meetings, Multicultural Marketing, New Canadians, New Canadians and Ethnocentrism, Team Building, Telephone, telephone etiquette, training, Workplace Communication, Workplace diversity and inclusion, workplace inclusion, workplace wellness
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Posted by diversityatworkinlondon on August 30, 2020

https://diversityandinclusionatwork.com/2020/08/30/webinars-september-2020/

SERVING CUSTOMERS WITH LANGUAGE BARRIERS OVER THE PHONE


LIVE WEBINAR

June 10 and 12 2020

Here is a customer service training event you will not want to miss! Hone your cultural competency skills and create an excellent customer service experience every time.

NOTE:  The content of this webinar has been originally delivered to over 400 participants  sector-wide across Canada, within a  3-hour workshop time frame.   Approximate length is 1 hours and 30 minutes.

Purchase this job aid at https://www.diversityatworkcommunications.com/product-page/telephone-training

In this interactive,  practically-based webinar you will learn how to: 


· Tell if the caller has a genuine language barrier or merely a heavier accent. 
· Understand and decipher common distorted pronunciation and grammatical patterns with helpful tips and tricks. 
· Speak more clearly. 
· Read numbers and spell using an ESL alphabet. 
· Tell what tense the caller is speaking. 
· Guide the caller to obtaining vital information. 
· Calm distressed callers with three simple words. 
· Deal with common stressors including impolite and uncooperative callers. 
·  Simplify industry terms using clear language

Past participants have included:  9-1-1 call takers, receptionists, intake workers, crisis centre workers, program coordinators, salespeople and police officers.
Supplementary materials are available for purchase:
The 9-1-1  Call Taker Clear Language Guide  
Telephone Training Job Aids

NOTE:  Please be advised that each participant will require a unique password. Pricing is per participant. No sharing of codes is permitted. Participants who enter the webinar room without paying the registration  will be asked to leave.  Your co-operation is appreciated. This webinar is offered at half price. Thank you for supporting a small business during these challenging times.
If you have any questions, please contact   519-659-4777.  evelina@diversityatworkcommunications.com

Learn more and register at https://www.diversityatwork

communications.com/webinars

Contact Diversity at Work to arrange a convenient time for your organization to attend. 519-549-4777.

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by diversityatworkinlondon on May 31, 2020  •  Permalink
Posted in 911, Call Centres, Call Takers, Customer Service, Customer Service and Diversity Training, customer service training, Customer Service Training Templates, Customers, dispatch, Dispatchers, Diveristy Training, emergency, Ethnic Marketing, Job Ads, Language Barriers, LIVE WEBINARS, Pronunciation, reasonable accommodations, Telephone, telephone etiquette, Uncategorized, Workplace Communication
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Posted by diversityatworkinlondon on May 31, 2020

https://diversityandinclusionatwork.com/2020/05/31/live-webinar-serving-customers-with-language-barriers-over-the-phone/

Serving Customers with Mental Illness with Dignity


Evelina Silveira, President, Diversity at Work

What is the first thought that comes to your minmental healthd when you hear the term “mental illness”? You probably think about a commercial which is promoting mental health or a person you may know who is struggling with an illness. Alternatively, we may be speaking about you. What we often forget is that people with mental illness come to our organizations and businesses looking for goods and services. For some, their disorder will not impede their interactions. However, for others, they may experience barriers which prevent them from initiating or completing a transaction with you.

These individuals whose symptoms are more visible may require a heightened level of sensitivity and patience as well as an out-of-the-box type of service. According to the Centre for Addictions and Mental Health in Canada (CAMH), mental illness is the leading cause of disability

 

The Life and Economic Impact of Major Mental Illnesses in Canada: 2011-2041. Prepared for the Mental Health Commission of Canada, they indicate 1 in 5 Canadians experiences a mental health or addiction problem. By the time Canadians reach 40 years of age, 1 in 2 is the number.

The alarming statistics indicate this is a large demographic –one that requires our attention to ensure we provide an excellent customer service experience, get their repeat business and generate customer loyalty.

Learn more about serving customers with mental illness is our issue of Your Diverse Customer Training Ezine.  The topics include:

  • What is mental illness?
  • Tips for conveying and receiving information.
  • Interview:  How to conduct how visits.
  • Template:  Customer assistance form. A tool for providing service for unpredictable customers.
  • De-escalation – Tips for avoiding potentially violent situations.
  • Application and Resources – Case Study, link to further videos and learning

Purchase your Pdf copy today!

Your Diverse Customer – Serving Customers with Mental Illness

$20.00

 

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by diversityatworkinlondon on January 29, 2019  •  Permalink
Posted in Customer Service, Customer Service and Diversity Training, customer service training, Customer Service Training Templates, Customers, disability, Mental Illness and Customer Service, People with Disabilities as Consumers, Uncategorized, Workplace Communication
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Posted by diversityatworkinlondon on January 29, 2019

https://diversityandinclusionatwork.com/2019/01/29/serving-customers-with-mental-illness-with-dignity/

Millennial-Friendly Businesses Which Attract, Sustain and Grow Businesses


 

If you own a business or youfall 2018 -millennials - cover manage an agency, you will most definitely have Millennials serving your customers /clients. Traditional forms of training are ineffective. Written text is not the way to go! With the multitude of media these days, Millennials expect the training to be engaging, visually-pleasing, authentic and timely.

Remember, they are tech-savvy and lovers of visuals. They value authenticity and timeliness. Corporations like McDonald’s and Avon Canada are catering to this new group of entrepreneurs and workers. By providing online training and scheduling, most of the education process can actually take place in the comfort of the Millennial’s home.

Psychology Professor Christy Price from Dalton State University research concluded, there were 5 R’s to keep in mind.

  1. Research-based methods should be used along with collaboration and no lecturing.
  2. Relevant – information must be timely.
  3. Rationale – they need to know the reason behind the way things are done.
  4. Relaxed – They like laid back sessions with warm and empathetic trainers.
  5. Rapport – They prefer instructors who take a personal interest in them.

 

To learn more about how to serve, market and train millennials for an excellent customer service experience, purchase this issue of our new training magazine, Your Diverse Customer.

The topics in this issue include:

  • Why is the Millennial market so important?
  • What do Millennials expect when it comes from customer service?
  • Motivating Millennial Employees
  • 5 Different Kinds of Millennials
  • Resources
  • Website Checklist: Is Yours Millennial-Friendly

 

Your Diverse Customer – Millennial Issue

Pdf version of an eZine

$20.00

 

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by diversityatworkinlondon on January 27, 2019  •  Permalink
Posted in Customer Service, Customer Service and Diversity Training, Diversity Trainers, generation x, Generation Y, Generational Differences, Millennials, training, Training Magazines, Training Templates, Uncategorized
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Posted by diversityatworkinlondon on January 27, 2019

https://diversityandinclusionatwork.com/2019/01/27/millennial-friendly-businesses-which-attract-sustain-and-grow-businesses/

Great Customer Service Begins with Knowing How to Work with Language Barriers


coverEvelina Silveira, President, Diversity at Work

Customer service is about communication. A fruitful experience will result in both customer and agent satisfaction. Customer service training implies both the agent and the customer comprehend English, but that is not always the case.

According to Statistics Canada 2016, 2% of the Canadian population cannot speak English or French. The percentage is likely to soar, especially with recent news of mass migration and immigration proposed by the federal government.

Conditional on where you live, or the service you may provide, the percentage of people who lack English proficiency skills may be more substantial. Consider if you are a non-profit agency which delivers employment services to newcomers, or a store located in the heart of an ethnic community? All of these variations may result in a greater need for competencies in working with customer and clients who have language barriers.

While the encounter will be more challenging, it is not unmanageable. You can still provide courteous, attentive and results-oriented customer service. “Going-the-extra-mile” can contribute to customer loyalty; increased brand identification within a community; word-of-mouth advertising; but most of all, the satisfaction of providing them with what they want.

The various strategies and tips we will explore in this issue can be easily adapted to serving customers with learning and cognitive delays. Why? Patience, clear communication, and a willingness to “think-out-side-the-box” are requirements for reaching people with barriers.

In this issue of  Your Diverse Customer Training Ezine, you will learn how to communicate with people who have language barriers.

The contents of this issue include:

  • how to tell the difference between a strong accent and a language barrier
  • guide to reading letters and numbers over the telephone
  • common idioms to avoid
  • 8 Rules for Better Understanding
  • How to Make Your Communication Clearer
  • Case Study
  • Links to Training Resources

 

Purchase your Pdf version here:

Your Diverse Customer -Serving Customers With Language Barriers

$20.00

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by diversityatworkinlondon on January 26, 2019  •  Permalink
Posted in Cultural Marketing, Customer Service, Customer Service and Diversity Training, customer service training, Customers, English As a Second Langugage, Ethnic Marketing, Immigrants, Language Barriers, language learning, Multicultural Marketing, New Canadians, Uncategorized
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Posted by diversityatworkinlondon on January 26, 2019

https://diversityandinclusionatwork.com/2019/01/26/great-customer-service-begins-with-knowing-how-to-work-with-language-barriers/

The Value of the Senior Citizen Market


Evelina Silveira, President, Diversity at Work

seniorscoverThe proportion of senior citizens (aged 65 and over) in Canada has been increasing over the past 40 years, and this group is becoming a larger segment of our population. According to Stats Canada, the proportion of seniors grew to 14% in 2010.

By 2036, seniors are expected to comprise 25% of our population.

It makes sense, then, that your organization or business should take an inventory to see how well-prepared you are to serve this growing population. You want to maximize your opportunities for sales; you want to provide effective and empathetic service; you need to meet legislative requirements regarding human rights and disabilities. It’s important to note that today’s seniors no longer fit bygone stereotypes. Boomer seniors won’t be cranky, sick, frail, and living in old-age homes as we once knew them. Current seniors are outliving previous generations by being health-conscious and active.

Stats Canada reports here, “The census counted 127,925 seniors (2.6% of the senior population) living in senior residences (72% women; 28% men). The majority (84%) housed in senior residences lived without a spouse/partner. For seniors aged 65-74 in senior residences, 81% were single men and 82% were single women.”

These stats reveal that only a very small percentage of seniors live by themselves, which is due to improved health, more support services, and adaptive devices. These factors contribute to seniors’ independence, improved quality of life, and more opportunities for engagement with others.

All of this information shows that we’re seeing a new profile of an evolving demographic. Today’s seniors don’t conform to our outdated ideas of a senior population. As a result, your business or organization needs to consider the way you and your staff view your senior clients and customers. You need to explore how you can improve the experience of seniors who frequent your organization or business.

This issue of Your Diverse Customer (our training ezine) will inform you and your staff on what you can do to improve the experience of seniors who count among your clients or customers.

Topics included:

  • Making your business or service “Senior-Centric”
  • The New Baby Boomer and How to Market to Them
  • Age-Friendly Business Checklist
  • Training resources – videos and links

Order a copy of our TRAINING Ezine today!

Our ezine offers you the tools to enhance your business operations by increasing your awareness of customer demographics; while learning how to provide excellent service with our training tips and resources.

Use the eZine for onboarding activities, departmental meetings as well as part of your customer service training.

Your Diverse Customer – Focus on Older Adults

A training eZine.

$20.00

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by diversityatworkinlondon on January 25, 2019  •  Permalink
Posted in age discrimination, baby boomers, Customer Service, Customer Service and Diversity Training, customer service training, Customers, Marketing to Seniors, Training Magazines, Uncategorized
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Posted by diversityatworkinlondon on January 25, 2019

https://diversityandinclusionatwork.com/2019/01/25/the-value-of-the-senior-citizen-market/

Creating Inclusive Meetings and Special Events – LIVE WEBINAR


Diversity[2] (2)

Does your job involve coordinating programs, meetings and public events?

Would you like to learn how to increase your participation and engagement rates?

Are you interested in finding new ways to chair staff/departmental meetings with an eye for inclusion?

 

WHEN:  September 27, 2018  10:00 as EST

For more information, please visit  https://conta.cc/2oYQ10R

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by diversityatworkinlondon on September 17, 2018  •  Permalink
Posted in Customer Service, LIVE WEBINARS, public meetings, SPECIAL EVENTS PLANNING, Staff Meetings, Team Building, Uncategorized, workplace accommodations
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Posted by diversityatworkinlondon on September 17, 2018

https://diversityandinclusionatwork.com/2018/09/17/creating-inclusive-meetings-and-special-events-live-webinar/

LIVE WEBINAR: Serving Customers Who Have Language Barriers Over the Telephone


Customer Service People Wearing Telephone Headset

Customer Service People Wearing Telephone Headset ca. 2002

 

August 27, 2018  10:00 am -11:30 am EST  Canada

Encountering a language barrier in person is challenging enough, but what happens when you are required to sell a product or gather information from a caller in a crisis who has little in the way of English fluency?

Without any visual clues for both the caller and the call-taker, the situation can seem insurmountable; but it doesn’t have to be.

You can learn practical skills which will increase your confidence in responding to callers who experience these barriers but also assist them to navigate through the call more successfully.

What we’ll cover in this event…

How to Speak and What to Say Learn strategies for speaking clearly and choosing the most easily understood words. Receive tips for spelling letters and reading numbers over the phone.

Is it a Language Barrier or a Strong Accent?  Learn how you determine the difference and how you should respond. A guide for understanding various distorted pronunciation patterns.

How Can You Calm a distressed caller?  Three simple words which make a world of difference to callers who may be in crisis or anxious.

A three-hour workshop has been rolled out to several police services in Canada, non-profits and several other organizations.

We have condensed the content into a live webinar format which will run for approximately 1.5 hours. A replay within 24 hours is available along with handouts.

Job aids can be purchased separately to augment your learning.

A 9-1-1 Call Taker Simple Language Guide has been specifically designed with input from three police services. Contact us for more details.

 

info@yourdiversityawork.com.

For more information and to register, please click on the following link. https://events.genndi.com/register/169105139238467417/15863ce143

 

 

 

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by diversityatworkinlondon on August 16, 2018  •  Permalink
Posted in 911, Call Centres, Call Takers, Cross Cultural Differences, Cultural Adjustment, Cultural Dialogues, Customer Service, Customers, dispatch, Dispatchers, emergency, language acquisition, Language Barriers, Sales, Telephone

Posted by diversityatworkinlondon on August 16, 2018

https://diversityandinclusionatwork.com/2018/08/16/live-webinar-serving-customers-who-have-language-barriers-over-the-telephone/

Your Diverse Customer Training Magazine


Have you noticed that your customer base is changing?

Do you wonder if you are providing equitable service?

Would you like to enhance your customer service training and protocols but don’t know how?

Do you want to create loyalty and an excellent customer service experience every time?

We are pleased to announce the debut of our digital quarterly training magazine,

Your Diverse Customer.

CoverMag.png

Take a peek inside.  Our magazine has a universal focus.  Whether you work in the private, public or non-profit sector there is something for everyone.  Best of all, we have chosen themes which will resonate with readers from across the globe.

Preview_ Your Diverse Customer (1) Here is a PDF version, please note scrolling is not shown here.

Or http://pub.lucidpress.com/yourdiversecustomer/

Your Diverse Customer Magazine is available in a printable format or online.

For more information, contact info@yourdiversityatwork.com

 

 

 

 

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by diversityatworkinlondon on March 19, 2018  •  Permalink
Posted in Customer Service, Customers, Diversity Training, Ethnic Marketing, Meetings, mental illness, Professional Development, Soft skills, Staff Meetings, Training Templates, Uncategorized
Tagged , ,

Posted by diversityatworkinlondon on March 19, 2018

https://diversityandinclusionatwork.com/2018/03/19/your-diverse-customer-training-magazine/

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