Manage delivery of products and services to people from different countries or diverse cultures

This standard is for anyone who is managing delivery of products and services to people from another country or culture. You encourage people involved in delivery of products and services to respect customers’ cultural conventions, deal with stereotypes, deliver a consistent high standard of service to all service users, adapt service delivery practices, deal with intercultural tension or misunderstandings.

This standard is for anyone who is involved in delivery of products and services to people from different countries or diverse cultures.

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1. promote respect and understanding of customers’ values, beliefs and cultural conventions
2. challenge any stereotypes, prejudice or discrimination expressed by your employees or customers
3. identify any skills and language support required for delivering customer service
4. ensure the customer service meets the needs of service users from different countries and diverse cultures
5. adhere to required quality standards of service for all service users
6. assess and monitor levels of customer satisfaction with the products and services
7. identify and implement improvement measures where levels of customer satisfaction are low or not met
8. develop methods of resolution when it comes to different cultural expectations, miscommunication and misunderstandings
9. identify any issues or levels of tension between team members and ensure these are resolved to minimise their impact on ongoing service delivery
10. arrange relevant support when you or your employees require it

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1. the importance of cultural competence in the context of diverse, global working environment
2. how differences and similarities between your own and other people’s cultural behaviour may affect delivery of products and services
3. the differences in attitudes to roles of men or women
4. the levels of hierarchy and formality of business meeting conventions
5. how your own and other people’s values and beliefs may change as a result of cultural influence on working practices and customer service
6. the key political and historical factors that affect the country or culture you are working with how to promote cultural competence within your team and organisation
7. how to promote respect and inclusivity in the workplace
8. how expectations may change or affect business ethics, decision making, communication, financial transactions, working procedures and relationship-building
9. the sources of information and support about different countries or diverse cultures
10. the variety of communication techniques and styles used by those involved in delivery of products and services
11. the verbal and non-verbal communication styles used in delivery of products and services
12. the ways to minimise misunderstanding and improve communication with people with a different first language to you
13. the benefits, use and drawbacks of different communication methods
14. the terms and phrases necessary to carry out particular jobs
15. the relevant courses of English as a foreign language
16. the translation or interpreting services
17. the importance of taking time to listen, using simple phrases, avoiding jargon and idioms
18. the challenges in communicating with people from different cultures
19. the benefits of mentoring, coaching and work-shadowing
20. your own or other people’s cultural, local or community knowledge, interpersonal skills
21. the variety of experts and consultants involved in delivery of products and services and customer service
22. the questioning techniques for clarification of required products and services
23. the types of training or support to develop your skills and competencies for working with people from different countries or diverse cultures
24. the intercultural skills’ training
25. the courses or awareness programmes about other countries
26. the benefits of mentoring, coaching and work-shadowing
27. how to find and make accessible or signpost to the information new people from different countries or diverse cultures
28. when you need to seek advice or support for yourself or your team members
29. the service ethics of the countries or cultures to which you are delivering customer service
30. the methods of resolution in relation to customer dissatisfaction, disagreements, misunderstandings and potential conflicts
31. how customer service practices, processes and policies can be adapted to the legal, technical and communication needs of the service users from different countries or diverse cultures
32. the relevant equality and diversity legislation
33. why it is important to review your working policies, practices on a regular basis
34. what to do or who to approach if you or a colleague feel unfairly treated at work
35. the legislation and regulation relating to consumer protection and data protection

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1

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2030

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Current

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Original

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Instructus

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CFAIWS5

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Administration, Administration and Secretarial Occupations, Architecture, Arts, Media and Publishing, Associate Professionals and Technical Occupations, Building and Construction, Child Development and Well Being, Communications, Construction, Planning and the Built Environment, Corporate Managers and Senior Officials, Customer Service Occupations, Elementary Cleaning Occupations, Elementary Occupations, Elementary Personal Services Occupations, Elementary Sales Occupations, Elementary Security Occupations, Engineering Professionals, Financial Institution and Office Managers, Functional Managers, General, Government and Related Organisations, Hairdressers and Related Occupations, Health, Public Services and Care, Hospitality and Catering, Housekeeping Occupations, Information and Communication Technology, Language, Literature and Culture, Law and Legal Services, Librarians and Related Professionals, Managers and Proprietors in Hospitality and Leisure Services, Managers and Senior Officials, Managers in Distribution, Marketing and Sales, Media and Communication, Performing Arts, Personal Services Occupations NEC, Process, Plant and Machine Operatives, Production Managers, Protective Service Officers, Quality and Customer Care Managers, Research Professionals, Retail and Commercial Enterprise, Retailing and Wholesaling, Sales and Customer Services Occupations, Sales Assistants and Retail Cashiers, Sales Related Occupations, Secretarial and Related Occupations, Service Enterprises, Skilled Trades Occupations, Sports and Fitness Occupations, Systems Support, Transport Associate Professionals, Transportation Operations and Maintenance, Travel and Tourism, Warehouse and Distribution, Administration and Law, Legal Associates

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4159

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language, communication, English, ESOL, international, foreign, diverse, service delivery, management, customer satisfaction, misunderstanding, cultural awareness, respect, training, problem solving, discrimination, racism, stereotype, prejudice, community

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