Question Detail

Cultural Diversity

The question was posted by Previous on 08/04/2014 12:34:43

Hi, I have been tasked with developing a training course for call centre and front line staff dealing with cultural diversity. The modules in trainers library seem to focus more on workplace diversity but being an international airline we want to focus on customer service and the interaction between front line/call centre staff and our customers. Could anyone recommend any resources?
kind regards
Jayne
Customer service/training - Ryanair

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Previous has requested the following response type(s):
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Date

Author

Try talking to Victoria Crabb 07876 211406 at PDT (http://www.people-development-team.com/), they have a wide range of ways of approaching this subject.

09/04/2014

Hi Jane

My name is Alasdair Clark and I work as an HR/Diversity Advisor within Police Scotland. I have developed and delivered a variety of related courses focusing on service delivery to local communities and would offer you the opportunity of having a chat to discuss our approach and experiences.

I can be contated on 0131-311-3750 or 07900-392-512.

look forward to hearing from you in due course.

Alasdair

09/04/2014

Hi Jayne,
There are some great modules in the Customer Care section of course modules. It may also be worth looking at Emotional Intelligence Part 2 - Awareness of Others and Empathy, it's a great module that will help with diversity too.
I hope this helps, Zoe

09/04/2014

Zoe

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