Detroit, MI (1888PressRelease)
November 22, 2007 - MBC Global announced today the publication of an essay, “The Cultural Customer Service Imperative”. It chronicles the recent events at an airport in Vancouver during which a Polish immigrant died in the custody of the Royal Canadian Mounted Police. The essay draws a correlation to the lack of cultural customer service as a contributing factor in this unfortunate event. The article parallels the need for cultural customer service to every business and organization.
When Robert Dziekanski arrived in Vancouver on a flight from Frankfurt, Germany, the 40-year-old Polish immigrant stayed in a secure baggage area, as directed by his mother. After ten hours he attempted to leave the area. However, speaking only Polish, he was unable to communicate with the members of Canadian Border Services, the agency responsible for the baggage area. When the agitated Dziekanski began throwing items at the secured exit door, members of the Royal Canadian Mounted Police were called to assist. Twenty-five seconds later Dziekanski would be zapped by a Taser. Two 50,000 watt Taser shots followed within a short timeframe, and Dziekanski was lying on the airport floor -- dead.
The article includes:
Six ways to fulfill cultural customer service expectations.
Four cultural resources available in most communities.
Three reasons you cannot afford to avoid cultural customer service.
The article is available from MBC Global on their website, mbcglobal.org, at no charge.
