... CULTURAL QUOTIENT( CQ)... IS THE ABILITY TO RECOGNIZE, UNDERSTAND, AND ADAPT TO DIFFERENT CULTURAL CONTEXTS TO COMMUNICATE EFFECTIVELY AND BUILD TRUST.
COACH’ S CORNER
BY MARK PEREIRA
ILLUSTRATION PROVIDED BY ADOBE STOCK
TAPPING THE POWER OF CULTURE – PART 1
HOW CQ CAN CONNECT WITH CUSTOMERS.
It was a typical afternoon shift at the call center when my sister Andy, a trainee agent, answered a call from a concerned father in Indiana. He had just discovered his son ' s Medicaid coverage had lapsed: his voice filled with urgency and frustration. English wasn ' t his first language, and his speech was fast-paced, woven with the cultural nuances of his Indian heritage. Andy instinctively adjusted her approach. She slowed down, listened intently, and recognized a key cultural pattern: in some cultures, providing background information before getting to the point is a sign of respect, not inefficiency.
28 CONTACT CENTER PIPELINE
So, instead of interrupting, as many novice agents might, she validated his concerns, softened her tone to convey care, and patiently guided him through the steps needed to reinstate his son ' s coverage: knowing his son had a doctor ' s appointment in just a few days.
By the end of the call, his frustration had turned to gratitude. He had called before but couldn ' t get the help he needed. But this time was different.
I bring this story to you not because I ' m proud of my sister ' s effort but because it ' s a scenario that plays out daily in call and contact centers worldwide.
... CULTURAL QUOTIENT( CQ)... IS THE ABILITY TO RECOGNIZE, UNDERSTAND, AND ADAPT TO DIFFERENT CULTURAL CONTEXTS TO COMMUNICATE EFFECTIVELY AND BUILD TRUST.