What do you do when customer beliefs conflict with company values?

1 What is cultural competency?

Cultural competency is the ability to understand, communicate, and interact effectively with people from diverse backgrounds, cultures, and perspectives. It involves recognizing and respecting the differences and similarities among people, and being aware of your own biases, assumptions, and stereotypes. Cultural competency is not only a skill, but also a mindset and an attitude that can help you build trust, rapport, and empathy with your customers.

2 Why is cultural competency important for customer service?

Customer service is all about meeting the needs and expectations of your customers, and providing them with a positive and memorable experience. To do this, you need to be able to communicate clearly, listen actively, and respond appropriately to your customers' concerns, questions, and feedback. However, sometimes your customers may have different ways of expressing themselves, different preferences or priorities, or different values or beliefs than you or your company. If you are not culturally competent, you may misunderstand, offend, or alienate your customers, and damage your relationship and reputation.

3 How to identify customer beliefs that conflict with company values?

Before you can address customer beliefs that are at odds with company values, you must first identify them. This may not be straightforward, as some beliefs may be implicit, subtle, or hidden. However, there are signs that may point to a potential conflict. For instance, a customer might make a statement or request that goes against your company's mission, vision, or values. They might also express a preference or expectation that contradicts your company's policies, procedures, or standards. Furthermore, they may display discomfort, frustration, or anger when interacting with you or your company. Additionally, they could show behaviors or attitudes that are disrespectful, discriminatory, or hostile towards you or your company.

4 How to handle customer beliefs that conflict with company values?

Once you have identified a customer belief that conflicts with your company value, you need to decide how to handle it. There is no one-size-fits-all solution, as each situation may require a different approach depending on the context, the severity, and the potential impact of the conflict. Acknowledging and validating your customer's feelings and perspective is a good starting point. You can then explain your company's value and the reason behind it without being defensive or judgmental. Offering a solution or an alternative that meets your customer's needs and expectations while respecting your company's value is another step. If possible, ask for your customer's feedback or input on the solution or alternative and thank them for their understanding and cooperation.

5 How to prevent customer beliefs that conflict with company values?

To prevent customer beliefs that conflict with company values, it is essential to be proactive and intentional in building cultural competency and fostering a culture of respect and mutual understanding. This involves educating yourself and your team on the diversity and complexity of your customer base, communicating company values and expectations clearly, being respectful, courteous, and empathetic when interacting with customers, and seeking feedback from colleagues when facing a challenging or unfamiliar situation. Cultivating these skills can help you deliver a high-quality and respectful service to your customers.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?