Cross-culture cooperation and communication

Customer service in SSC

The dynamic development of SSC centers in Central and Eastern Europe makes the high standard of foreign customer service a key competitive advantage. It is necessary to take care of the cross-cultural competencies of employees and their personal branding in a global organization.

Who is this training for?

For SSC, BPO, ITO, and CoE employees who support customers and want to improve competencies in this area.

Consult this training

    What you will learn in the virtual workshop:
    • to build a good first impression with an international customer by presenting a positive and proactive attitude,
    • to adapt the form and means of communication to the preferences of clients from different cultures,
    • to build the authority of an expert in the field, while taking care of the relationship with the client,
    • to work effectively with an international client under time pressure and handle difficult situations.
    Advantages of the virtual training
    • guarantee of interactive participation in training with the use of online engaging tools
    • half-day workshops allow flexible organization of the workday
    • relationships building with remote colleagues through joint participation in training
    • participation in the workshop from anywhere, all you need is access to a computer

    Virtual workshop program

    Module I

    International customer service in SSC

    • How are “client” and “customer service” understood across cultures?
    • What is culture – behaviors that might depend on the cultural background
    • Getting it right from the start – making a good first impression on an international customer
    • Customer service roles and responsibilities. What does it mean “good customer service” in different cultures
    • Keeping a client on the track vs. approach to time in various cultures – what can be expected by your clients
    • Timing and planning agility as a way to build trust and the right perception
    • Result-oriented and relation-oriented approach to client’s inquiries – how to balance them?
    • Task or relationship – should we talk about the weekend with our client, or rather start with a task to deliver

    Module II

    Communication with international clients

    • Picking the right communication channel for building a partnering relationship – email, communicator, phone, or video call?
    • Writing effective emails – balancing relationship and transparency for powerful communication
    • Nuances of international English – how to build bridges instead of barriers
    • Communication with clients in difficult situations – dealing with difficult behaviors, objections, informing about problems
    • Complaints and escalations – if they happen, what kind of feedback can be expected from clients from various cultures
    • How to approach your client to develop a connection – intercultural perspective
    • How to understand the emotions of our international clients – factors causing frustration
    •  Language of meetings with international clients – how to communicate to avoid a difficult situations

    Project flow

    Diagnosis and prework
    • in-take interview with the project sponsor
    • diagnosis of participants’ needs (online questionnaire and calls)
    • prework for participants (material to watch, read or listen to)
    Virtual workshops
    • training divided into 2 workshops, 3,5 hours each
    • interactive working methods: discussions, chat, virtual board, questionnaires, videos, case studies, breakout rooms, external tools (Mentimeter, Miro, Funretro)
    • participants: up to 12 people
    Summary and follow up
    • training materials for participants
    • access to the ETTA knowledge base
    • follow up call with the project sponsor