Known for its multiculturalism and welcoming nature, Canada is not only home to residents of diverse backgrounds, but it also attracts visitors from all over the world with various needs, identification, beliefs, norms, and languages.
In most industries, we are likely to find ourselves interacting with all sorts of visitors. The “one size fits all” concept simply does not apply to the way we set expectations and practices around specific customer groups. Our front-line employees need to be nimble and empathetic in order to create and enhance quality of service for visitors.
Students will learn about best practices around customers from various backgrounds and identities. Key topics include:
- The origin of stereotypes and how to avoid them through empathy and sensitivity
- Identification and awareness of diversity in the community
- Recognition of customer groups that may have specialized needs, including but not limited to:
- Different generations (e.g. boomers, Gen X, millennials, etc.)
- Persons with disabilities
- LGBTQ/2S people
- Indigenous peoples
- People for whom English is a second language
- Ways to tailor service for customers from varying ethnic, social, and economic backgrounds
- Elements of professionally appropriate language when delivering service
- Tips and examples of specific accommodations that customers within identifiable social groups might require
Note: SuperHost Foundations of Service Quality or equivalent training and experience is recommended before taking Service For All.
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