Addressing customer complaints is difficult no matter what the context. But it is particularly challenging when the customer feels they are talking with someone who has an entirely different cultural background who may not understand them or vice versa.
This IT company believed that keeping their call centers in India and the Philippines was strategic, but they needed to teach middle- and senior-level managers to apply Cultural Intelligence (CQ) when handling customer complaints to improve customer satisfaction.
This IT company contacted the CQ Center to design and facilitate a program that would help their leaders address the challenges of supporting culturally diverse customers, most of whom were not from India or the Philippines.
