Cultural Values and Diversity Quiz

The Impact of Cultural Values Specific cultural values are often taught to members of particular groups starting at a very young age. These values dictate which behaviors and practices are acceptable or unacceptable. Many service providers take values for granted, which is a mistake. Values are the 'rules' that people use to evaluate issues or situations, make decisions, interact with others, and deal with conflict. Values can affect your interactions with your customers in a variety of ways.

Modesty is exhibited in many ways, from conservative dress by women, to covering the mouth with an open hand, to avoiding eye contact. A customer may exhibit suspicious behavior. Instead of assuming that the customer is evasive or dishonest, consider the possible impact of culture. Don't force the issue or draw undue attention to a customer's behavior. You should be aware that disclosing personal information about oneself is often a cultural factor and that expectations of privacy vary. According to research, people who are British, German, Australian, Korean, or Japanese display a tendency to disclose less about themselves. If you tend to speak freely about any topic, you should curtail this tendency in the customer service environment. Keep your conversations centered on satisfying the customers' needs. Still 'small talk,' just keep it under control and watch customer reactions closely.