Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Cultural Nuances To Consider When Handling German Customers - Livesalesman - ContactCenterWorld.com Blog

Cultural Nuances To Consider When Handling German Customers

In today’s multicultural business environment, there’s no way you can undermine the importance of cultural awareness. Whether providing customer service in French, Spanish, Portuguese, Chinese, Arabic or any other foreign language, it is essential that you take cultural peculiarities into consideration in your everyday communication. Failing to do so can not only make the conversations seem strange to your international callers but can also lead to a complete communication breakdown. Not to forget the resulting customer dissatisfaction and potential loss of business.

The scenario is no different when dealing with German customers. Germans have their own quirks which distinguish them from many others. Hence, if your business requires you to deal with German clients, your customer experience strategy must incorporate their cultural nuances to ensure stellar service to this set of customers. Here are a few of the cultural peculiarities that any German call center team should be cognizant of when assisting the Huns.

Telephone Etiquette

In Germany, the use of the first name is reserved for one’s family and close friends. Formality is the norm in business dealings. Thus, when offering German customer support services, it is crucial that your German call center agents address callers appropriately, greeting them using their titles and surnames. Typically “Herr” and “Frau” are used to address German-speaking men and married/ widowed women respectively. The usage of “Sie” and “Du” also merits careful consideration. While both imply “you”, the former is more formal and polite while the latter is informal. So, unless one claims to know the person on the other end well enough, they should stick to “Sie”.

....NOTE - content continues below this message

INVITATION

We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

Another interesting fact for your German call center team to make a note of is that when picking up the phone, Germans tend to introduce themselves using their last name. Hence, one shouldn’t be surprised if they don’t hear the expected “Guten Morgen” (Good Morning) or “Guten Abend” (Good Evening) when making outbound calls to customers from Germany. Also, call center agents should identify themselves first before requesting for a concerned person else they may be perceived as rude. Germans commonly give out their phone numbers in double digits - minutiae worth keeping in mind when sharing or jotting down contact information.

Small Talk

Extremely direct in their approach, Germans generally don’t bother much with niceties when conducting business. You can even argue that they lack humor and are too pragmatic to be emotional. The average German would rather get straight down to business than invest precious time in exchanging pleasantries. Getting overfriendly or talking about one’s personal life is a ‘no-no’ in Germany as German business protocol demands formality. So, while small talk may be your German call center agents’ strategy to break the ice with a customer, they must engage in it with caution as it may not strike a chord with your German callers. Even if your team makes small talk, it will be wise of them to center the conversations on safer topics such as football, business and beer.

Directness vs. Rudeness

If your team is already acquainted with German stereotypes, they will probably know that the Huns carry an infamous reputation of being direct to the point of rudeness. Not that it implies that they are intentionally curt. It doesn’t. It’s just that the honest and straightforward communication style of Germans manifests itself in their lack of tact when speaking their mind, calling a spade a spade without batting an eyelid! Your team can actually leverage this trait of to their advantage as they know that any feedback coming their way is brutally honest - telling them exactly what works and what doesn’t!

Aptitude for Risk and Level of Flexibility

Their inherent anxious nature makes Germans averse to risks. Extremely meticulous in their approach, they detest chaos and uncertainty in any form, including poor planning, ambiguous statements and disorganized meetings. Business meetings are generally scheduled in advance, aiming for specific outcomes and requiring all parties to adhere to the set agenda shared with them beforehand. Expect a slow decision-making process in the hierarchy-driven business culture. Last-minute adjustments and abrupt changes to the planned scope are not taken kindly and are bound to raise a few eyebrows.

What this implies for your support staff is that they should be thoroughly prepared when providing German customer support services. Likewise, they should not count on on-the-spot judgments in matters that may necessitate the involvement of a decision-making authority - be it the purchase of a relatively more expensive product/service or an alteration to the original scope of the project.

Efficiency coupled with Rationality

Handling German callers with all their idiosyncrasies can sure be challenging for your German call center. However, not so much so if your team makes efforts to delve into the psyche of the Germans to understand why they behave in the way they do. Germans are highly efficient themselves and they seek perfection in everything. This explains why they are so hard to please. They are also a stickler for rules and like to follow policies and procedures to the T. Demonstrating a rational approach in their way of working, they stress more on facts and logic than hyperbole. Thus, instead of trying to impress your German callers with tall claims and glitzy advertising, your team must strive to get it right the first time - ensuring they verify all facts before presenting them to the callers.

Consensual Business Mentality

In Germany, business negotiations are typically consensual and the goal is to achieve a win-win situation for both parties. Thus, when engaged in discussions with German callers, your team should try to come up with resolutions that not only adhere to your business protocols but also accommodate the interest of the callers. Even though discussions are direct and frank, Germans make efforts to keep them non-argumentative. Raising voices or emotional outbursts are not common during business negotiations - something to keep in mind when offering German customer support services.

Response to Hard-selling Techniques

Driven by facts and logic, Germans don’t respond well to marketing gimmicks and overt sales messages. Hence, coach your German call center agents to make a conscious effort to refrain from employing hard-selling techniques when attempting to sell complementary or comparatively higher-end products and services to the callers.

Conclusion

Already dreading the idea of dealing with German callers, fearing they will make you go insane with their finicky nature and demand for perfection? Don’t shun them yet as there are a lot of positives that Germans bring to the table, including their long-term mindset and willingness to invest in lasting business relationships. Germans make reliable and trustworthy partners who like to fulfill their promises and do not shy away from openly highlighting the shortcomings of your products and services. Neither do they mince words when suggesting ways to improve your offerings - a trait worth appreciating if you are serious about elevating your service levels through honest customer feedback.

At LiveSalesman, we specialize in multilingual support, including call center services in German. Our call center agents are fluent in both written and spoken English and German. Moreover, we do not limit our German customer support services to phone alone and also extend support to live chat, mobile and social media. Furthermore, we have the capability to offer your German callers round-the-clock support to ensure they are never left wanting for service because of time difference or limited hours of operation. Reach out to us today to find out how you can leverage our German call center service to add more value to your business without breaking the bank!

Source: https://livesalesman.com/cultural-nuances-to-consider-when-handling-german-customers/

Publish Date: November 27, 2018 5:00 AM


2021 Buyers Guide Inbound Call Handling Services

 
1.) 
2Ring

2Ring Gadgets for Cisco Finesse
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.

Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
(read more)

2.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

4.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

5.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)

6.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

7.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

8.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

9.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

10.) 
Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

11.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 



View more from Livesalesman

Recent Blog Posts:
Covid-19: How to adapt your Customer Service in these strange timesMay 5, 2020 5:00 AM
Decoding Customer Service: Valuable lessons I have learnt first handApril 24, 2020 5:00 AM
Why Do Customers Make their Terrible Customer Service Experiences Public?April 8, 2020 5:00 AM
7 Unforeseen Customer Instances and Ways To Handle ThoseApril 1, 2020 5:00 AM
How to Overcome Common Roadblocks to Provide Efficient Multilingual Customer SupportMarch 27, 2020 5:00 AM
Coronavirus: How to make sure you don’t lose your customers in this crisisMarch 23, 2020 5:00 AM
How to foster creativity in your customer serviceMarch 16, 2020 5:00 AM
The mountain of support QA and ways to scale its peakMarch 12, 2020 5:00 AM
7 Things great call center managers do every dayMarch 9, 2020 5:00 AM
How eCommerce businesses should deal with post holiday returnsMarch 4, 2020 5:00 AM

CCWorld-TV

PROGRAMMING COMING SOON!

About us - in 60 seconds!

Submit Event

Upcoming Events

The place where the world's best meet and share their best practices!

A place for professionals to learn the latest and greatest strategies and ideas and to connect with the elite in the industry. 

This is the highest rated industry event with ... Read More...
 1127 

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =