Do you have customer service associates, sales support or customer technical support staff in other countries who make calls to and interact virtually with customers in the U.S.?
Have there been communication problems?
Have there been issues of customer dissatisfaction?
Have these issues affected your bottom line?
Would you like to see greater effectiveness on the part of these customer-facing employees?
"Interacting with U.S. Customers" has been specially developed for the onboarding and professional development of employees in other countries whose work involves communicating and interacting with customers in the U.S.
"Interacting with U.S. Customers" Online Course Description
This online course is a practical overview of American social and business culture for customer service, sales support, customer technical support and professional staff in other countries who make calls to, communicate with and interact with U.S. customers. It provides basic knowledge, cross-cultural awareness and guidelines for behavior as a foundation for building sound working relationships with U.S. customers.
The course consists of 3 Modules of about 30 minutes each, 2 Scenarios, a Course Test and downloadable Supplementary Materials.
Module 1: U.S.A. Background and Social Values
Module 2: American Business Culture
Module 3: Communicating with Americans
Scenario 1: Responsiveness
Scenario 2: Problem-Solving
Downloadable Job Aid: Tips and Best Practices for Interacting with U.S. Customers
Some Comments by Early Reviewers of the Program
"The content is strong and relevant."
"All the modules are interactive and informative."
"The transition from one topic to another is fluid."
"The scenarios are great and capture the cultures well."
"All the pictures are relevant."
"The assessments are framed well and spot-on."
"Module 3 was especially good and has information that will be very helpful."
"The Communication Style Continuum for Countries/Regions of the World slide is great."