Course Summary
| Suited For | Chinese nationals who provide services to expatriate clients |
| Participants | Group 1 - 12 |
| Key Points |
Relationships with Expatriates Problem Solving Cross Cultural Communication Taking Initiative & Responsibility Expat Expectations & Perceptions Business Ethics Business Entertaining |
| Introduction |
Expatriate clients can be very demanding and often get frustrated when it is difficult to communicate with Chinese staff.
This course explains different cultures‘ service expectations, shows Chinese staff how to use tried & tested western customer service techniques & styles of communication to efficiently and professionally deal with expatriate customers. Training is interactive and includes verbal and written communication examples that participants can adapt & use in their work. |
| Foundation |
Relationships with Expatriates Communication Skills Expat Expectations & Perceptions Introduction to Cultural Differences Global Service Standards |
| Development |
Global Business Expectations Taking Initiative & Responsibility Business Entertaining Cultural Differences Cross Cultural Communication |
| Advanced |
Advanced Cultural Differences Problem Solving Advanced Service Standards Business Ethics Advanced Communication Skill |
| As Used By | Allied Pickfords, AMEC, Sirva, Asia Asset, Howard Johnson Hotels |
Participant Comments:
"I‘ve learned the differences between different nations. The trainer applied lots of real cases as examples to show us how to deal with expatriates - Do‘s and Don‘t‘s when interacting with western peoples."
Senior GAC
"This is very helpful to improve my services in future. We should pay more attention and be more pro-active when we offer the service for expats. And this course also taught me the difference between expat and Chinese people. We should respect and follow-up with them."
Immigration Specialist
"The training course is really helpful to our daily work. We have clear benchmark on some general rules on how to solve problems and communicate properly with clients, this makes us more professional in our daily job. Thanks for your great help!"
Corporate Account Manager
"This training was more interesting and vivid than I had thought. I'm glad to see all my staff enjoyed the course a lot and there were many interactions, sharing and discussion."
Service Director
"I am now more comfortable and confident in dealing with situations where foreigners are involved."
Project Engineer