Welcoming international customers

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Target audience

Anyone required to welcome an international clientele (catering, hotels, department stores, museums, cultural and recreational places, passenger transport, etc.)


No prerequisite


This training aims to significantly increase the efficiency of participants in their daily professional work with international clients.

At the end of the training, they will have keys to:

  • Identify customer expectations
  • Describe the services
  • Respond to customer questions/dissatisfaction
  • Decipher cultural codes and analyze situations of incomprehension
  • Adapt their communication and working methods

Added value


All our training courses are accessible to people with disabilities. Each training project will be the subject of a case study by our teams, in order to adapt the training program.


Introduction and Ice breaker

  • Define the basics of a good and bad welcome

Awareness of the image I give to foreign clients

  • Awareness of the image I give to foreign clients
  • Identify and overcome prejudices and stereotypes: is this American really “arrogant” when I greet him? Is this Emirati demanding?

Identify and decode behaviors

  • Understand the cultural codes of international customers
  • Relationship to time: are we willing to wait, etc.
  • Relationship and contact with the person: reassure, create a warm atmosphere, put at ease, etc.
  • Communication: difficult messages, management of emotions
  • Relationship to hierarchy: at what level are we in the eyes of the customer? How to manage this difference in relationship to authority?
  • Method of reasoning: does this client from this culture or that need to know everything in detail or will a few concrete facts be enough?

Adapt your posture according to culture

  • Become aware of the unconscious messages sent by your body
  • How to create a climate of trust:
  • Understanding the request: listening, empathy, adaptation and availability
  • The vocabulary to use and that to ban
  • Control your emotions
  • Managing an uncomfortable situation culturally

Adopt best practices

  • List the identified skills
  • Bring out best practices
  • Develop your individual action plan

Available Inter-company courses Duration: 7 hours

* (Technical fees and lunch included)

Intra-company coursesDuration: to define
Interested in customizing this training to your needs ? Contact us.

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