Serve Them Right: A Practical Guide to Multicultural Customer Care

Serve Them Right: A Practical Guide to Multicultural Customer Care

By Kate Dickens

Targeted specifically for the Middle East, Serve Them Right gives practical, user-friendly advice on how to develop excellent customer care skills with a multicultural workforce. Since the composition of the workforce and the customer base in the Gulf today is so diverse, the book demonstrates how to deliver multicultural customer service that will leave the customer not only satisfied, but enthused about the company. It focuses on practical issues which affect all service-oriented organizations (whether a small or multinational enterprise), providing an overview of a typical customer care campaign and guidance on setting benchmarks which everyone involved in customer service can understand and aspire to. Kate Dickens is also Fellow of the Institute of Personnel Development and has spent her career working for multinational organizations based in Europe and the Middle East. Her association with the UAE began in 1979, when she was assigned to an ADNOC project. Permanently based in the UAE since 1993, Kate has considerable experience in designing and implementing service quality initiatives. Now the Senior Managing Consultant at Ethos Consultancy , she has over 18 years experience in the fields of customer service, total quality management and customer experience management. Successful implementation of Service Quality initiatives for two leading banks, ADCB and UNB respectively, culminated in her receiving the Emirates Business Woman of the Year Award in 2007 for Professional and Career Achievements.