Question

Chapter 2 Objectives 1. Discuss the impact of globalization on customer service. 2. Describe diversity in the workplace relative to serving the needs of diverse personalities in global customers. 3. Identify the four personalities of customers and distinguish among them. 4. Contrast customer service wants among the five generational groups. 5. Discuss ways to communicate effectively with disabled persons.

Answer 1

Ans) 1) Globalization has raised household income
Globalization helped to reduce high inflation rates in Western economies, giving consumers more “bang for the buck”. Globalization has increased real wages by lowering the cost of consumption.

2) Diversity in the work environment promotes acceptance, respect, and teamwork despite differences in race, age, gender, native language, political beliefs, religion, sexual orientation, or communication styles among employees. There are many benefits to having a more diverse workplace.

3) The four personality types are: Driver, Expressive, Amiable, and Analytical. There are two variables to identify any personality: Are they better at facts & data or relationships? And are they introverted or extroverted.
Driver — Fact-Based Extrovert
Analytical — Fact-Based Introvert
Amiable — Relationship Introvert
Expressive — Relationship Extrovert

4) The customers you serve are more than likely from four generations (Matures, Baby Boomers, Gen X and Millennials). Kelly McDonald in her book “Crafting the Customer Experience For People Not Like You” points out that depending on whose research you read, the years defining the age groups may vary a bit, and suggests as her guideline for understanding the general definition of each

generation the following:

Matures (Greatest/Silent) – Born before 1945
Baby Boomers – Born between 1946 – 1964
Gen X – Born between 1965 -1981
Gen Y (Millennials) – Born between 1982 – 2004
Gen Z 2005 – Present