Imagine that you are hired by a multinational corporation to improve their customer service scores. After reviewing the company reports, you find that, among other things, there have been several complaints about errors processing orders as well as dissatisfaction with how complaints were resolved. You decide to focus on these two issues, and after more research, you identify that the reasons for these problems is a lack of communication skills, specifically, having to do with order accuracy and problem-solving service issues. You will need to meet with the board to present you findings and suggest a path forward.

• Differentiate between hearing and listening.
  • Define barriers to effective listening.
• Recognize methods to improve listening skills.
  • Describe the characteristics and uses of open and closed ended questions.
• Describe the role that culture plays on communication and effective listening.
  • Identify three strategies to improve communication between customers of different cultures.