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Seb Anthony

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Call Centre reps – dealing with culture differences



I am training employee located in Asia and the main core business is in North America. There are culture differences, for example: the reps speaks to a customer who being sarcastic but the rep thinks the cusotmer is upset -- what type of soft skill can I train the employees to over come?


One Response

  1. You Tube for Examples
    Just a thought but now that some of the US TV networks are allowing clips of some of their shows to be shown on You Tube, you might find some useful examples on there of sarcasm or other colloquialisms. I know that some UK companies used to show UK programmes to their call centre staff in Asia too.


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