Intercultural Communication and Service Excellence
Learning Outcomes
On successful completion of this course, students will be able to: Understand the importance of intercultural communication in today’s global world; Recognize causes of intercultural conflict adapt to unfamiliar cultures and contribute to greater cooperation; Demonstrate knowledge of customer service techniques in dealing with the public
Topics
- Why study Intercultural Communication?
- Culture, communication, context and power
- Intercultural communication processes
- Nonverbal codes and cultural space
- Popular culture and intercultural communication
- Striving for engaged and effective intercultural communication
- The customer service profession
- Contributing to the service culture Skill for success
- Building and maintaning relationship
- Service breakdowns and service recovery
- Customer service in a diverse world
- Customer service via technology
- Encouraging customer loyalty
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