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Consumers.

AmerIcan

UNDERSTANDING NORTH

START

5. Q&A Session

index

4. Integrating the Customer Journey to our Mentality

3. Understanding American Idioms

2. The Background of Customer Service

1. How's the regular American Customer?

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How is the American customer like?

Understanding the American consumer mentality is crucial for providing exceptional customer service in the BPO industry. American consumers value efficiency, convenience, and personalized experiences when interacting with businesses. They expect prompt responses to inquiries, transparent communication, and solutions tailored to their specific needs.

The Regular American Customer

The background issue...

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The American consumer mentality is shaped by various factors, including cultural influences, personal preferences, and economic conditions. When it comes to buying habits, Americans tend to be diverse in their choices and exhibit a range of shopping behaviors. Some consumers prioritize convenience and opt for online shopping, while others prefer the traditional brick-and-mortar experience.

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Knowledge Check!

Knowledge check

Knowledge check

How does understanding this relate to good Customer Experience?

QUESTION FOR OUR AUDIENCE

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Four Main Crucial Things

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What can we do as foreigners?

THINK

CULTURIZE

SENSITIZE

ADAPT

WE MUST

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ADAPTING OUR LANGUAGE

She was right! As language serves as a gateway to cultural understanding, proficiency in American idioms allows agents to navigate conversations with greater ease and effectiveness. By grasping idiomatic expressions, agents can bridge linguistic gaps, foster rapport with customers, and deliver more personalized and culturally sensitive assistance.

"Language is the road map of a culture. It tells you where its people come from and where they are going."

Rita Mae Brown said...

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There are more than1000+ idioms only in American English

American IDIOMS BY REGION

Let's hit it!

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TYPES OF CONSUMERS

The time-pressed

The eco-conscious

The tech enthusiast

The Savvy shoper

You're tasked to discover what these idioms want to mean...

Take notes!

Activity time!

GUESS THE IDIOM

GUESS THE IDIOM

GUESS THE IDIOM

GUESS THE IDIOM

GUESS THE IDIOM

GUESS THE IDIOM

thanks

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PROCESS

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DATa

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WESTERN US:

"Hit the hay" - To go to bed or sleep. "Back to the drawing board" - To start over after a failure or setback. "Under the weather" - Feeling unwell or sick. "Burning the midnight oil" - Working late into the night. "A dime a dozen" - Very common or easily obtained.

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Market is Competed

Firstly, they value quality and durability, seeking products that will last and provide value for their money, and in the US, market competition is strong. Price is also an important consideration, as consumers aim to find the best deals and discounts. Additionally, Americans often prioritize convenience and efficiency, looking for products and services that save them time and effort.

about the thing that you know.

Display and put into practice the skills and knowledge you will acquire in your training journey. Thinking will empower you to continually improve your performance.

THINK

What's an Idiom?

An idiom is a phrase or expression whose meaning is not deducible from the literal definitions of its individual words. Instead, idioms have figurative meanings that go beyond the literal interpretation of the words used. Idioms are commonly used in everyday language and may have cultural or regional significance.

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Like... in the pandemic.

ADAPT

Showing flexibility and comprehending different communication preferences will help you delivring an exceptional service.

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It's All Feedback!

Companies often encourage feedback loops and continuous improvement initiatives in their customer service operations. Associates may be trained to solicit feedback and adapt their approach to meet evolving customer expectations.

Higher Expectations

American consumers are accustomed to a high level of service, driven by a culture of convenience, efficiency, and personalized experiences. They expect prompt responses, knowledgeable assistance, and qualified Customer Service.

The Savvy Shopper:

This customer is the ultimate deal seeker, always on the lookout for discounts, promotions, and special offers. They thrive on comparison shopping and are quick to research products online before making a purchase.

Influence yourself

Understanding cultural differences may be hard, but it sure helps you build rapport and avoid misunderstandings. We are different, but we all value similar factors.

CULTURIZE

MIDWEST USA:

"Get your ducks in a row" - To get organized or prepared. "Jump on the bandwagon" - To join others in supporting a popular trend. "Like a bump on a log" - Being inactive or unresponsive."Make a mountain out of a molehill" - To exaggerate a minor problem. "Running around like a chicken with its head cut off" - Acting frenzied or disorganized.

EASTERN USA:

"Break the ice" - To initiate a conversation or activity. "Bite the bullet" - To endure a painful or difficult situation. "Caught red-handed" - Caught in the act of doing something wrong. "Cost an arm and a leg" - Very expensive. "Fish out of water" - Feeling uncomfortable or out of place in a new situation.

The Time-Pressed

Balancing career, family, and personal commitments, the Time-Pressed Professional is a master of efficiency. They value convenience above all else, seeking out time-saving solutions and streamlined experiences.

The Tech Enthusiast:

With the latest gadgets in hand and a passion for innovation, the Tech Enthusiast is drawn to cutting-edge technology like bees to honey. They embrace new trends in electronics, smartphones, and smart home devices with enthusiasm and curiosity.

NORHTEASTERN USA:

"In a New York minute" - Very quickly or immediately. "Cold shoulder" - A dismissive or unfriendly attitude. "Out of left field" - Unexpected or surprising. "Pennies from heaven" - Unexpected good fortune or luck. "Throw in the towel" - To give up or surrender.

The Eco-Conscious Consumer:

Sustainability is not just a trend but a way of life for the Eco-Conscious Consumer. They prioritize environmentally friendly products, organic foods, and eco-conscious brands.

SOUTHERN USA:

"Bless your heart" - A phrase used to express sympathy or condescension. "Fixin' to" - Getting ready to do something. "Y'all" - Contraction of "you all," used to address a group of people. "Down yonder" - Referring to a location that is not close by. "Grinning like a possum" - Extremely happy or pleased.

NORTHWEST US:

"The whole nine yards" - Everything possible or complete. "Spill the beans" - To reveal a secret or disclose information. "Rain check" - Postponement of an offer or invitation to a later time. "Give someone the cold shoulder" - To ignore or treat someone with indifference. "A bird in the hand is worth two in the bush" - It's better to have something certain.

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Empathetic and sensible responses help build trust and rapport with customers, leading to more positive experiences. Remember you are also a customer...

How would you really feel?

SENSIBILIZE

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More Empowerment

They value empathy, empowerment, and problem-solving skills in customer service interactions. Associates are encouraged to listen actively, show understanding, and take ownership of resolving issues to create positive experiences.

Satisfaction

Americans culture places a strong emphasis on customer satisfaction and loyalty. Companies prioritize delivering exceptional service to build and retain their customer base. As a result, customer service associates are often tasked with going above and beyond to ensure customer happiness.