Embrace Diversity One Word at a Time

Is there someone in your school, neighborhood, or place of business who speaks a different language than you? If so, do you know how to say "hello" in their language? If you do, that's great! The next time you see them, greet them in their own language.

But if you don't know the word "hello" in another person's language, ask them to tell you. Or how about finding out yourself and surprising them with your knowledge of their language. Then

Share your knowledge.

Teach your new word to someone else. Help them learn to speak another language and communicate with someone of another nationality. And don't stop there. "Hello" is just the beginning. It's just one expression but you can easily learn more. Branch out one word at a time and you'll soon be on your way to connecting with and understanding other great cultures of our world.

In how many languages can you say "hello"?
Share your comments below.

History, Civility & Signs of Hope

With 62 days left in our countdown to May and Civility Awareness Month, we're also nearing the end of Black History Month.

Take a moment to think about this month and the chronicles of the great leaders from our past; then ask yourself...

Did I learn anything from them?

Remember their stories of challenges and afflictions; then ask yourself...

Am I looking into their triumphant hearts, or am I seeing only their afflictions and pain?

And as you recount their stories of survival, ask yourself...

Do I also hear their message for us to live a better life together
and to thrive?

History shows us that a better world was desired for future generations of all races and all stations in life. Those before us knew that the world could be better by connecting and understanding each other.

I choose to focus on this direction that leads to the world they wanted, and I relish in the possibilities.

Unfortunately, I know we still have a long way to go. For example, look at what happened to young Zendaya Coleman on Oscar Night.
Click here for Zendaya on Oscar night


Now see here how she handled it:

Zendaya's BLISSFUL response

My granddaughter sent this link to me because she knows how much I admire Zendaya (and I still believe she was the real winner of Season 16's Dancing With the Stars...ok, I'm over it...well, almost).

Yes, I've always admired her and you can see why. She knows herself and what it takes to remain poised and confident in the face of blatant disrespect. I admire the amount of class that's packed into such a young lady and the way she uses her fame as a platform for positive behavior. She is someone for young kids to model; greatly respected by her peers and adults. She is a symbol of hope for the future.

So here, at the close of Black History Month, think about the past four weeks of discussions of triumph and understanding.

Think about Zendaya's story and how we're still treating each other with disrespect and widespread criticism.

Think of all this and then ask yourself one last thing...

What am I doing to build upon the foundations created for us?

And then make sure it's something positive!  
  
~What did you learn during Black History Month? Please share in the comments below. 

 

 

Civility, Diversity, and Customer BLISS

 

 

Customer service involves the use of good manners and etiquette. Throw in civil behavior and regular customer service becomes Customer BLISS. Today's tip addresses civility and the role it plays in customer service. It includes areas in need of more cooperation, tolerance, and understanding. It's about communicating in areas of diversity. In other words, the human side of service and the basic behaviors that make everyone feel comfortable.

Regardless of what makes your customer (or anyone else) different from what you're accustomed to, (physically, racially, developmentally, etc.) always focus on your fundamental similarity; the fact that you're both people.

Be Helpful Without Condescension

If someone needs additional help in some way, offer to assist the same way you would offer to help someone with an armload of bags; without making a big deal of the situation. Answer questions and give explanations thoroughly, factually and without judging a person's understanding or capabilities. Never make another person feel stupid or inadequate because of a personal attribute.

Be Patient

If someone has a physical disability that reduces their mobility, patiently wait until they make themselves comfortable before you begin working with them. Never show signs of annoyance, irritation or impatience. Ask if they would like your assistance before you attempt to help in any way.

Be Considerate

An example of this would be when you are speaking with a customer who struggles with English because it is not their first language. Allow them to attempt communication in a way that is comfortable for them. If their message has been conveyed, but with a few grammatical errors included, don't correct just for the sake of correcting them. Let them know you understand their meaning. Speak at a moderate pace and, if necessary, ask them if they'd like you to slow down. Simple, uncomplicated words will help you convey your message. And please, speak in normal tones. A raised voice does not guarantee understanding. Instead, it could cause resentment. Raise your voice only if your customer requests it.

Note: Don't assume that a person's hearing challenge automatically means total hearing loss. There are levels and degrees of any challenge and you should let the person with the challenge inform you of the situation and their needs (e.g. asking you to speak slower, louder, or repeat a word, question or statement). Never assume that yelling is necessary.

Be Genuine

People know when you're being phony. Don't do or say something only because it's politically or socially correct. Genuinely care for others. When you take their issues personally, you will find all sorts of ways to create comfort for them (more on this in a later post).

Be that service provider who is always aware and makes others feel comfortable in any situation. With your helpful, patient, considerate and genuine approach, you will elevate every customer to the highest level...Customer BLISS. 


~~Tell Tammy~~
How's your Customer Service Week going so far?
How are you letting your customers know you appreciate them?
Please comment in the section below.