In this multi-racial societies yes it is important that we need to know the client's geographical culture for delivering better customer service. I work in a BPO industry and the first thumb rule for any agent is to learn the geographical culture and language. For example if we handle American customers you can use words like yeah, wazup but handling a British customer you cannot use American language, you have to use a a good tone English language.
But sometimes inspite of knowing the culture we do fail because it is not something that comes from our end, it comes from the customer end. For example I handle multiple global businesses and one of the customer was very much annoyed and the customer start saying you brown and black people..... continues to blabber.
However being in a customer service field we follow the rules of politeness and courtliness.
At last i will agree to the point that 99% of the times it is important to know the culture for better delivery of customer service.
