Final answer:
Elements of customer service orientation include appearance and demeanor, which affect how service providers are perceived by customers. Multiculturalism, while crucial for inclusivity and diversity in customer service, is not directly an element of orientation like the former two. Ethnocentrism and xenocentric attitudes in U.S. culture can negatively affect customer service by hampering effective and respectful communication.
Step-by-step explanation:
Elements of a customer service orientation typically include various practices and characteristics that enhance the interaction between a service provider and their customers. Two specific elements that often contribute to effective customer service are appearance and demeanor. Appearance refers to how service providers present themselves visually, which can affect the perception of professionalism and credibility in the eyes of the customer. Demeanor refers to the way a service provider behaves and communicates with customers, which includes being polite, patient, and empathetic. Although multiculturalism is crucial in the broader context of customer service by fostering an environment of inclusion and diversity, it is not an element of customer service orientation in the same direct manner as appearance and demeanor.
Regarding the role of feelings like ethnocentricity or exocentric attitudes, they are indeed present in U.S. culture and can affect customer service delivery. Ethnocentrism, or the belief that one's own culture is superior to others, can lead to misunderstandings and can be detrimental in a customer service setting, where respect and understanding of diverse backgrounds are essential. In contrast, an organization that encourages multiculturalism benefits from diversity within its workforce, leading to more effective communication and problem-solving strategies in customer service roles. Societal events, media representation, and individual interactions can all influence attitudes towards ethnocentrism and multiculturalism, which in turn affect customer service principles and practices.