Class & Module IT Customer Service Skills

IU2: Global Cultural Competence

Name Ananda Aditya Surya

Date & Time 15 February 2022

Assignment - 2
1. Define organization culture

Ans: The mean by organizational culture is the cumulative effect of the common beliefs,
behaviors, and values of the people within a company

2. Why organizational culture matters

Ans: Organizational culture plays an integral role in improving productivity and

collaboration. Teams that work together more effectively within supportive cultures will
perform at a higher level. To consistently raise the bar they tap into their collective talent
unlike most other companies. They encourage and reward turbocharged teamwork. That's
only possible when the culture enables and supports innovative, breakthrough
collaboration, and the risks that come with it. Second, a great culture can powerfully
unite employees behind a share purpose. Third, a strong, compelling culture helps
companies to attract and retain top talent. People are clamoring to be hired by companies
like Zappos, where employee happiness is a top priority, along with core values like
creating fun and being adventurous. People want to work in those kinds of environments,
and they want to stay.

3. Name the components of organizational culture

Ans: Organizational Culture have seven components First is the people. Second is the
vision. Third is the values. Fourth is the processes. Fifth is the environment. Sixth is the
incentives. Seventh is heritage.

4. Name three type of progressive culture model

Ans: Learning Culture, Culture of Inovation, Customer Centric Culture

5. What are some best practices that you can follow to effectively engage with a task-
oriented customer?

Ans:

There is three best practices

1. Move quickly to task; get to know people later

2. Relationship follows task
3. Be efficient; manage time

6. What are some best practices that you can follow to effectively engage with a
relationship-oriented customer?

Ans:

There is also three best practices

1. Task follows relationship

2. Relationship building is critical to getting any job done
3. Business relationships develop over time via extended networks