Inclusive Customer Service with Andrea Moffat

Embracing Diversity in Customer Service examines all of the ways in which diversity impacts a team, how staff work together and how that team provides service to the public. It allows participants to take an introspective approach to personal bias and understand how such bias may be effecting fair treatment of citizens.

This course quickly builds trust among the participants by fostering an honest dialogue of the issues. An introspective look by each of the participants allows them to quickly enhance their sensitivity to the various points of diversity. Examining leading edge theories and important concepts, participants learn the value of diversity/differences in individuals and how that perspective enriches a citizen-centred approach to excellent customer service.

Through interactive learning methods participants will understand fundamental customer service theory including the G.R.E.A.T. Customer Service model and the 5 Values of Customer Service. They will also gain practice dealing with high stress customer service challenges such as, observing bias, challenging people, communications barriers, cultural/value differences, competing interests and more. Intergrading their new found diversity competency participants will action what they have learned enhancing their pride in delivering equitable customer service.