Soft and hard skills with foreign customers

Module 1: Understand cultural codes of customers

1. Detect cultural differences

  • Reveal misunderstandings caused by cultural differences
  • Gather people over differences

2. The cross-cultural science, key to succeed with global customers

  • Foundation of the culture and system of values
  • Consciousness of its own cultural background
  • Detect and overcome stereotypes
  • Differences of perception and communication issues

3. Assess culture impact on customer relationship

  • Traditional values, habits and taboos
  • Relationship to time, space and consuming
  • Reasoning style
  • Relationship to others, to hierarchy and to authority
  • Behaviours in front of foreigners
  • Expression of emotions

4. Know the consumer lifestyle

  • Customers diversity, consumers typology
  • Motivation of decision-making: impulse purchase, attraction for foreign products, branding
  • Different consumer habits

Module 2: Maximize relationships with foreign customers

1. Assess the notion of service

  • The notion of service in France or in other countries
  • Customer's expectations according to culture
  • Particular according to business field
  • Consumer behavior evolution
  • From the welcome to the sales

2. Know how to behave with foreign customers

  • Active listening and unobstrusive observation
  • Personal space notion
  • Positive or negative behaviour according to cultures
  • Politeness rules and know-how to respect
  • Adopt or avoid some gestures

3. Communicate efficiently with foreign customers

  • Communication styles, communication types
  • Language barriers
  • Words and messages signification, interpretation divergences
  • Non-verbal communication, eyes role
  • Meanings and unconscious messages of non-verbal communication

4. Last practical advices

  • Protocole, etiquette and social codes
  • Items to avoid
  • Welcoming expressions
  • Keywords for an efficient welcoming

Soft and hard skills with foreign customers

+33 (0)1 55 95 85 18

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