No Image Available
Seb Anthony

Read more from Seb Anthony

Call Centre reps – dealing with culture differences

Training call centre representatives across cultures requires teaching tone recognition, active listening, and communication clarification techniques. Key soft skills include asking clarifying questions to confirm customer intent, understanding cultural communication styles, and developing emotional intelligence to distinguish between sarcasm, frustration, and humor across regions.
default-16x9

Hello,

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?

Thanks
Maria

Hello,

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?

Thanks
Maria

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.

Newsletter Subscription

Elevate your L&D expertise by subscribing to TrainingZone’s newsletter.

"*" indicates required fields

This field is for validation purposes and should be left unchanged.
Name*
Email*
Privacy*
Additional Options