Monday, August 10, 2009

5 steps to richer customer experience

More and more companies are finding value in making customer service experiences multilingual and multicultural: delivered in the business and regulatory context of local markets and tailored to the language and culture of the customer, writes Anand Subramaniam in Harvard Business.

His five-step approach to making customer service experiences multilingual and multicultural focuses on the following: assess the importance of customer service; assess target markets; assess the scope of customer queries; train agents; and adopt culturally-nuanced policies and practices.


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