Questions: outsider. 5. Build relationships. Your customers are not just a series of tasks to be completed or passed off to the next worker. In Hispanic, Asian, Arab and African cultures relationships are key to conducting business. Become an active listener and build relationships to grow a loyal customer base. Below are 10 common areas for cross cultural conflict in customer service. How do you feel about customers who do the following? 1. Discounting or refusing to deal with women. 2. Bringing whole family/children to appointments. 3. Soft, "dead fish" handshake. 4. Standing too close when talking. 5. Having a heavy accent or limited English. 6. Coming late to appointments. 7. Withholding or not volunteering necessary information. 8. Not taking initiative to ask questions. 9. Being very informal and familiar. 10. Not making a line or waiting one's turn

To address the question of how one might feel about customers exhibiting the behaviors listed, it's important to approach each situation with cultural sensitivity and understanding. Here are some thoughts on the first three behaviors:

1. Discounting or refusing to deal with women:

   • This behavior can be challenging, especially in cultures where gender equality is a fundamental value. It's important to recognize that in some cultures, traditional gender roles may still be prevalent. However, in a business setting, it's crucial to maintain professionalism and ensure that all employees, regardless of gender, are treated with respect and given equal opportunities to interact with customers. Educating customers about the company's values and policies regarding gender equality can help address this issue.

2. Bringing whole family/children to appointments:

   • In many cultures, family is central to social and business interactions. Bringing family members, including children, to appointments may be a reflection of this cultural value. While it might be seen as unconventional in some business environments, it's important to accommodate and respect this practice when possible. Creating a welcoming environment for families can enhance customer relationships and demonstrate cultural sensitivity.

3. Soft, "dead fish" handshake:

   • Handshakes can vary significantly across cultures. In some cultures, a firm handshake is a sign of confidence and professionalism, while in others, a softer handshake may be the norm. It's important to be aware of these cultural differences and not to interpret a soft handshake as a lack of confidence or interest. Instead, focus on other aspects of the interaction to gauge the customer's engagement and interest.

In all these scenarios, active listening, empathy, and cultural awareness are key to building strong relationships with customers from diverse backgrounds. By understanding and respecting cultural differences, businesses can create a more inclusive and welcoming environment for all customers.