ANSWERS - McGraw Hill



ANSWERS

KEY TERMS

Americans with Disabilities Act of 1990 Hispanic cultures

attitudes inclusive

baby boomer individualistic cultures

beliefs interpersonal relationships

blogs Latino cultures

Chicano cultures mobility or motion impairments

collective cultures modesty

concept of time monochronic

conflict resolution style ownership of property

cultural diversity Platinum Rule

customers with disabilities Podcasts

diversity polychromic

expectations of privacy respect for elders

face values

foreign-born people vision disabilities

form of address wiki

gender roles younger customers

hearing disabilities

The answers to the statements (Key Terms) are placed below the statements:

1. A form of server software that allows nontechnical personnel to create and edit website pages using any web browser and without complex programming knowledge.

Answer: wiki

2. Online journals or diaries that allow people to add content.

Answer: blogs

3. A word that is a derivative of Apple® computers IPod® media player and the term broadcasting. Specifically, it means Portable On Demand broadCAST.

Answer: podcasts

4. The concept of ensuring that people of all races, genders religious and ethnic backgrounds, as well as a multitude of other diverse factors, are included in communication and activities in the workplace.

Answer: inclusives

5. Subjective term referring to anyone younger than the service provider.

Answer: younger customers

6. Physical limitations that some people have, requiring accommodation or special consideration to allow access to products or services.

Answer: mobility or motion impairments

7. A term applied to anyone born between 1946 and 1964.

Answer: baby boomer

8. Condition resulting from reduced or lost vision acuity or ability.

Answer: vision disabilities

9. Descriptive phrase that refers to anyone with a physical or mental disability.

Answer: customers with disabilities

10. A United States federal act signed into law in July of 1990 guaranteeing people with disabilities equal access to workplace and public opportunities.

Answer: Americans with Disabilities Act of 1990

11. Condition in which the ability to hear is diminished below established auditory standards.

Answer: hearing disability

12. Refers to the concept of esteem in many Asian cultures. In such cultures one tries not to cause embarrassment or otherwise create a situation in which someone looks bad in the eyes of others.

Answer: face

13. Refers to people not born in a given country.

Answer: foreign-born people

14. Term used to describe how certain societies view time in either polychronic or monochronic.

Answer: concept of time

15. Refers to how people of a given culture view property.

Answer: ownership of property

16. Emotional responses to people, ideas and objects.

Answer: attitudes

17. Groups in which members value themselves as individuals who are separate from their group and are responsible for their own destiny.

Answer: individualistic cultures

18. Members of a group sharing common interests and values. They see themselves as an interdependent unit and conform and cooperate for the good of the group.

Answer: collective cultures

19. The manner in which a person handles conflict.

Answer: conflict resolution style

20. Refers to the perception of time as being a central focus with deadlines being a crucial element of societal norms.

Answer: monochronic

21. Refers to the perception of time as a fluid commodity that does not interfere with relationships and elements of happiness.

Answer: polychronic

22. Focuses on the need for service providers to build strong bonds with customers.

Answer: interpersonal relationship

23. Behaviors attributed to or assigned by societal norms.

Answer: gender roles

24. The belief that personal information provided to an organization will be safeguarded against inappropriate or unauthorized use or dissemination.

Answer: expectations of privacy

25. Title used to address people.

Answer: term of address

26. Refers to people who were born in Mexico, Puerto Rico, Cuba, Central or South America.

Answer: Hispanic cultures

27. Refers to people of Hispanic descent.

Answer: Latino cultures

28. Refers primarily to people with a heritage based in Mexico.

Answer: Chicano cultures

29. A value held by people of many cultures.

Answer: respect for elders

30. Refers to the way that cultures view propriety of dress and conduct.

Answer: modesty

31. Term coined by speaker and author Tony Alessandra related to going beyond the step of treating customers the way you want to be treated to the next level of treating them the way they would like to be treated.

Answer: Platinum Rule

32. Long-term appraisals of the worth of an idea, person, place, thing or practice held by individuals, groups or cultures.

Answer: values

33. Perceptions or assumptions that individuals or cultures maintain.

Answer: beliefs

34. The different characteristics, values, beliefs and factors that make people different, yet similar.

Answer: diversity

35. Refers to the differences and similarities attributed to various groups of people within a culture.

Answer: cultural diversity

ASSESSMENT CHECK

Learning Objective 1

Recognize that diversity is not a bad thing.

1. In today’s world, why is it likely that you will contact someone from a different culture?

Answer: As the world gets smaller, changes in travel, outsourcing, people from other countries on the job and other cultural diversity changes occurring, you are likely to be in contact with people from other countries on the job and in the home. Diversity is encountered everywhere.

Learning Objective 2

Describe some of the characteristics that make people unique.

1. Why is diversity an enhancing opportunity for you and therefore it is not difficult to deal with?

Answer: If you are fair to people and keep an open mind when interacting with them, diversity is not difficult to deal with. Diversity provides wonderful opportunities to bring people together with special knowledge, experience and values. Even though people may have differences, they also have many traits in common. Their similarities form a solid base for successful interpersonal relationships if you are knowledgeable and think of people as unique individuals.

2. How do the basic customer service techniques you are studying apply to many situations in which you encounter customers from various groups?

Answer: Coupled with specific techniques for adapting to special customer needs, these techniques provide the tools you need to provide excellent customer service.

3. What are some of the innate factors that make people?

Answer: These factors are height, weight, hair, color, gender, skin color, physical and mental condition and birth order of siblings.

4. What factors other than those we are born with make us unique?

Answer: These factors are learned or gained through our environment and our life experiences. These may include religion, values, beliefs, economic level, lifestyle choices, profession, marital status, education and political affiliation.

Learning Objective 3

Embrace the need to treat customers as individuals.

1. Explain how we encounter a wide variety of people who are different in many ways.

Answer: In our mobile, technologically connected world, it is not unusual to encounter people with differing backgrounds, expressions, religions, modes of dress, values and beliefs within the same course of a day.

2. Why should you avoid applying your own cultural practices and beliefs to a situation involving someone from another culture?

Answer: If you apply your own cultural practices and beliefs to a situation involving someone from another culture, it can result in frustration, anger, poor service and lost business.

Learning Objective 4

Determine actions for dealing with various types of people.

1. How are values and beliefs often taught to others?

Answer: They are often taught to members of particular groups starting at a very young age. These often dictate which behaviors and practices are acceptable or not.

2. How does a person’s value system serve him or her?

Answer: A person’s value system often guides thinking and helps him or her determine right from wrong or good from bad.

3. On what are values based?

Answer: They are based on the deeply held beliefs of a culture or subculture. They may be founded in religion, politics or group mores. They drive thinking and actions and are so powerful that they have served as the basis for arguments, conflicts, and wars.

4. What is the key to success with values and beliefs of others?

Answer: You should not think your value system is better than someone else’s. The key to success is to be open-minded and accept that someone else has a different belief system that determines his or her needs.

5. What are some ways in which you might offend someone’s modesty?

Answer: You might offend someone’s modesty by commenting on the style of dress, particularly women in certain cultures in which women demonstrate modesty by their clothing. You might also offend someone by having sexually oriented magazines or ads in the reception area of your business.

Learning Objective 5

Identify a variety of factors that make people diverse and that help to better serve them.

1. Discuss and provide tips for dealing with customers with language differences.

Answer: One major issue is that many Americans believe a lot of people speak English and that is not the case. Since you are likely to serve people from different cultures and parts of the world, you need to be prepared. One tip is to have available your colleagues who speak other languages who can be resources for you. You may also do research to learn more about other cultures. You may also subscribe to publications such as National Geographic that may be useful. You can also let the customer guide the conversation. Be flexible and realize others are different and may not do the same things you do or have done.

• Listen patiently and try to understand the meaning of the conversations.

• Speak clearly and slowly at a normal volume and tone. You do not need to shout.

• Use open-ended questions to encourage information.

• Pause frequently to let listeners translate.

• Use standard English without resorting to slang or broken English.

• Avoid jokes, words or acronyms that are unique to North Americans.

• Watch your nonverbal cues.

• Paraphrase the customer’s message.

• Some people read English better than they speak it. You can try writing or using symbols or pictures.

• Try another language if you speak one. If not, you might consider taking a course in the language which is mostly used by your customers.

• Avoid humor and sarcasm. Always look for positive options and alternatives to help people save face.

• Use questions carefully and avoid closed-end questions.

• Use simple words and short sentences.

• Check regularly to be sure the customer understands.

• Avoid the appearance that you think the person does not understand. Keep smiling.

2. What is the likelihood of customers with disabilities being part of your customer base?

Answer: According to the U. S. Census Bureau, approximately 18.1 percent of Americans over age 5 have some level of disability. As of 2003, 2.5 million veterans are disabled and 32.5 million Americans have what are defined as severe disabilities. Those numbers are projected to grow so it is certain you will encounter someone who has a disability that requires your assistance.

3. How does the Americans with Disabilities Act of 1990 (ADA) impact you and your customer service?

Answer: This and other laws were passed to protect individuals and groups. You should understand the court interpretation of these laws that require businesses to provide certain services to customers with disabilities and to make certain premises accessible to them. The laws also prohibit any form of discrimination or harassment.

4. How do you relate treatment of the elderly to that of young people?

Answer: Remember it is dangerous to pigeonhole any group or individual. Do not talk down to either the elderly or the young. If they feel unwelcome, they will take their business elsewhere and tell their friends and others their poor treatment. Just as with older customers, avoid demeaning language and condescending forms of address (kid, sonny, sweetie or sugar). Also keep in mind that the younger customer may not have the product knowledge and sophistication in communicating that older customers do. Keep wording appropriate for the age group and take time to explain.

Learning Objective 6

Communicate effectively with a diverse customer population.

1. Members of Generation X and Y are very technically savvy. Explain how to provide effective service to these groups.

Answer: You need to learn as much technology as possible: cell phones, iPods, computer hardware and software, Internet options and services, and service delivery technology such as wiki, blogs, podcasts, weblogs and the like.

2. Language is a meaningful tool for good customer service, but it can be offensive if used with certain customers. What are some pointers you would address in providing good customer service?

Answer: Avoid jokes and any aspect of diversity such as religion, sexual preference, weight, hair color, age, as these can be offensive. Remember that humor does not cross cultural boundaries well. Be sure language is inclusive avoid words such as guys, fellows, sweetie and hon. Don’t assume you can call someone by his or her first name; be sure you have permission to do so. Avoid words that single out such as black salesperson, blind insurance agent, deaf administrator. Avoid offensive words such as crippled, boy, girl, homo, or idiot. Be careful to use appropriate nonverbal cues.

CRITICAL THINKING QUESTIONS

Learning Objectives 1, 2, and 3

1. Discuss how the impact of and the way we define diversity related to customer awareness.

Answer: Diversity is encountered everywhere, and the likelihood we will experience it daily increases as the world grows smaller economically and information and materials are transmitted to other countries. Cultural diversity has to do with differences between groups of people depending on their country of origin and their beliefs. Diversity is not a simple matter, yet it can be dealt with if we are fair and keep an open mind when interacting with others. It provides a wonderful opportunity for us to grow. Customers are not all alike; therefore, each customer has needs based on his or her own perceptions and situation. They have different backgrounds, experiences, religions, modes of dress, values and beliefs. Applying our own cultural practices and beliefs to a situation involving someone from another culture can result in frustration, anger, poor service and lost business.

Learning Objective 4

2. Think about the impact of cultural values. List several areas of diversity that may differ from culture to culture and the way it is handled. How does this affect you as a customer service professional?

Answer: Areas that may be different are modesty, expectations of privacy, forms of address, respect for elders, importance of relationships, gender roles, attitude toward conflict, conflict of time and ownership of property. All of these are areas of concern for the customer service professional since each may impact service. Knowing your customer base and understand how those of various cultures think about and react to these areas of concern will go a long way toward helping you interact successfully with your customers.

Learning Objective 5

3. You may deal with people from diverse groups: customers with language differences, those with disabilities, elderly customers, and young customers. What would you look for to help you with customers with specific needs?

Answer: The Americans with Disabilities Act of 1990 (ADA) and other legislation protects these individuals and groups. Businesses are required to provide services to customers with disabilities and to make certain premises accessible to them. The laws also prohibit any form of discrimination or harassment. These general guidelines can help you be more successful.

• Be prepared and informed.

• Be careful not to patronize.

• Treat them equally, not differently.

• Refer to the person, not the disability.

• Offer assistance, but do not rush to help without asking as it can be offensive or even dangerous and cause the person to lose his or her balance.

• Be respectful.

4. Explain guidelines for customers who are in a wheelchair.

Answer: Do not assume that they cannot do certain tasks. Make sure materials or information are on a level compatible with someone in a wheelchair. Stand or sit so that you can make direct eye contact with a person in a wheelchair without forcing the person to look up at an uncomfortable angle for extended periods. Do not push or lean on someone’s wheelchair without his or her permission.

5. Present several guidelines for providing effective service to the elderly.

Answer: Be respectful, patient, and answer questions without being patronizing. A condescending attitude will often cause any customer, elderly or otherwise, to take his or her business elsewhere. Remain professional and guard against biases. Be careful not to address them or use phrases that may be offensive.

PRACTICE TEST ANSWERS

|Multiple- Choice |Learning |Page |

| |Objectives | |

| 1. A |LO1 |193 |

| 2. B |LO1 |194 |

| 3. C |LO2 |194 |

| 4. B |LO3 |195 |

| 5. A |LO4 |196 |

| 6. B |LO4 |197 |

| 7. D |LO4 |198 |

| 8. A |LO4 |199 |

| 9. D |LO4 |201 |

|10. B |LO5 |202 |

|11. D |LO5 |203 |

|12. C |LO5 |203 |

|13. A |LO5 |205-206 |

|14. C |LO5 |209-210 |

|15. D |LO6 |212 |

|True-False |Learning |Page |

| |Objectives | |

| 1. F |LO1 | 194 |

| 2. T |LO1 | 194 |

| 3. T |LO2 | 194 |

| 4. F |LO2 | 194 |

| 5. F |LO3 | 195 |

| 6. F |LO3 | 195 |

| 7. T |LO4 | 196 |

| 8. T |LO4 | 197 |

| 9. T |LO4 | 197 |

|10. T |LO4 | 198 |

|11. F |LO4 | 199 |

|12. F |LO4 | 200 |

|13. F |LO5 | 206 |

|14. F |LO5 | 207 |

|15. F |LO6 | 211 |

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