Customer Service Across Cultures

A Professional Certification Course Designed to Develop Your Intercultural Skills to Effectively Assist Customers from Diverse Cultures

Course Topics 

  • Understanding culture and cultural Differences 
  • Cultural intelligence matters for the hospitality and tourism workforce
  • Intercultural capabilities, CQ wheels
  • Cultural values that shape the way we approach work, communicate and solve problems
Cultural  Values 
  • Individualism and collectivism
  • Low context and high context
  • Low power distance and high power distance
  • Being and doing
  • Low uncertainty avoidance and high uncertainty avoidance
  • Universalism and particularism
  • Cooperative and competitive
  • Long term and short term orientation
  • expressive and non expressive
  • Monochronic and Polychronic
Dates: TBA
Time: 4 pm - 5 pm Central African Time
Venue: TBA
Fees: 30 000 francs
Participants: 25

Course Description

​Tourism is the leading foreign exchange earner for Rwanda and it is exponentially growing. To ensure that the growing culturally diverse clientele gets high quality services, it is very crucial for tourism and hospitality workforce to have the ability to understand and effectively respond to the needs, desires and expectations of customers from different cultural backgrounds.

This course is designed to develop tourism and hospitality workforce intercultural skills and give them the knowledge needed to understand customers cross cultural behaviors and in return be able to help customers feel welcomed, respected, and relaxed as they enjoy stay and tourism experiences in Rwanda.

Course Objectives

  • Understand and effectively interpret diverse needs, feelings, views and perceptions of people from different cultures
  • Have a deeper understanding of cultural values dynamics to effectively work with multicultural teams
  • Have the ability to adapt their communication style to different cultural contexts.
  • Adequately assist customers from different cultures.