Culturally Competent Customer Services
The truth comes with every phone conversation, every email or text received: your customer base is more diverse than ever. And no where is this new reality experienced more than at your “front door” your customer service staff. Their ability to navigate the shifting cultural landscape plays a crucial component in your ability to forge long-term success. And were that not enough, CSR teams generally experience significant turnover.
At Global Bridgebuilders we have pioneered an inclusive approach to business operations. We understand that cultural competency is not an option for your team, but a business imperative.
We begin with who you are.
Many believe that buildittbackground to work, we begin with twin proprietary surveys of behaviors and attitudes in your organization. This is the starting point, a knowledge base that not only helps focus efforts, but provides a baseline for improvement.. We know that excellence is learned and mastered. We make inclusion measurable so it can be accomplished.
Building a coaching culture
Understanding and releasing cultural competency takes training. We build sustainable long-ranging success through the development of a coaching culture. We coach your customer service managers to become the coaches that build teams. We help your managers understand and appreciate the life experience present in your team, and then use it to build stronger relationships between you, your customers and your stakeholders.
Of course, we do not forget the basics. Our coaching program teaches managers to establish and monitor kpi’s, to recognize problem signs before there are problems, and to proactively develop CSR through consistent reinforcement, feedback, support, and recognition. This positive, data-driven incremental approach underlies all our work.
Why Cultural Competence? It pays.
Being on the front line can be wearying, and sometimes thankless job. Customer service jobs experience 25-, 30- even as high as 50-percent annual churn. Culturally Competent Customer Service equips managers to build a more productive staff. By improving the “coach” you cut down on turnover: 70 percent of employees report leaving because of their manager. Repeated surveys of sales people point to a thirst for more and better coaching. Cultural competence is a front-line business necessity. Culturally Competent Customer Service from GBB builds a sustainable, data-driven culture, equipped to take business across the state or around the world.
The Global Bridgebuilder track record
We bring positive changes to corporate, non-profit and governmental of all sizes from the team of twenty, to globe-spanning operations. Our Inclusion Framework provides the knowledge and the path to a more inclusive, more successful operation.
For more insight into the data-driven approach of Global Bridgebuilders: