You are a customer service representative who is dealing with a customer over the phone who has a thick accent. His culture values haggling and deal making. When you suggest a possible solution he automatically discounts it.  What strategies would you employ to make sure you can understand the customer?  If you realize the customer is trying to haggle with you, but you are only authorized to allow so much as a solution, what strategies would you employ to address this cultural difference?

You are a customer service representative who is dealing with a customer over the phone who has a thick accent. His culture values haggling and deal making. When you suggest a possible solution he automatically discounts it.  What strategies would you employ to make sure you can understand the customer?  If you realize the customer is trying to haggle with you, but you are only authorized to allow so much as a solution, what strategies would you employ to address this cultural difference?

Principles of Management

OER 2019th Edition

ISBN:9780998625768

Author:OpenStax

Publisher:OpenStax

Chapter2: Managerial Decision-making

Section2.4: Barriers To Effective Decision-making

Problem 2DQ: What are the advantages of a culture that emphasizes empathetic communication? Can you think of any...

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