Books and Publications

Check out Diversity & Inclusion Center’s D&I books, ePublications, white papers, articles, and The Ouch! Files eNewsletter archives below.

In the ever-changing world of business, one principle remains constant: a satisfied, loyal customer is your most valuable asset. As the world becomes a smaller place, customer service providers are being faced with the challenge of meeting the diverse needs and expectations of a growing multilingual and multicultural customer population.

In Multicultural Customer Service: Providing Outstanding Service Across Cultures you will learn how to provide excellent customer service to individuals from a variety of backgrounds. By examining customer service scenarios, completing a series of self-assessment exercises, and reviewing case studies of organizations that have mastered multicultural customer service, you will develop the skills to make every customer feel ‘at home.’ This book is being used by customer-focused organizations throughout the U.S. as part of their customer service training. Multicultural Customer Service also helps you and your organization deliver the best customer service possible, whether you have one customer or one million.

Chapter Titles

1. What is Customer Service?
2. Providing Multicultural Customer Service
3. Developing Cultural Understanding
4. Overcoming Barriers to Multicultural Customer Service
5. Multicultural Customer Service Needs
6. Communicating Across Cultures
7. Communicating Across Language Differences
8. Multicultural Customer Service: Service Examples and Heroes

How to Develop a Language Competence Strategy

By Leslie Aguilar | 6/5/2014

This is the second article in a two-part series. The first, Language Competence – The Forgotten Twin, explored the impact of language diversity in the workplace and society, defined Linguistic Competence (also called Language Competence), and examined why it is important to have a strategic plan.

An effective Language Competence Strategy will help you achieve business goals, tap the potential of multiple language skills, and minimize tensions and communication breakdowns.

In this article, How to Develop a Language Competence Strategy, we’ll look at concrete ways to implement a strategic plan in your organization. Here is a six-step road map.