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Fri, Apr 22


Online Event

Language Barriers: Serving Customers Over the Phone

Create a better experience for your customers while reducing service inequities.

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Language Barriers: Serving Customers Over the Phone
Language Barriers: Serving Customers Over the Phone

Time & Location

Apr 22, 2022, 1:00 p.m. – 3:30 p.m.

Online Event

About the event

Language Barriers: Serving Customers Over the Phone  

Does your job involve:

  • Conducting International business?
  • Providing counselling services?
  • Emergency crisis work?
  • Customer service?
  • Conducting intakes and initial assessments?

Do you:

  • Find yourself stressed by calls you do not understand?
  • Do you wish you could communicate your ideas better in a way people with low English level proficiency can understand?
  • Are you concerned that language barriers might be getting in the way of obtaining accurate information?
  • Do you feel the quality of your customer service is compromised due to not having the skills to deal with language barriers?
  • Do situations over the phone escalate, and you don't know why?
  • Do you think you could be missing out on international opportunities because you shy away from speaking to people with accents that are different from yours?

If you have answered "YES" to any of these questions, this webinar is for you. Over 500 people across Canada and sector-wide have attended this webinar. Customer service training often overlooks dealing with the public over the phone, concentrating primarily on in-person interactions.  However, telephone skills are vitally important, and the absence of visual clues makes it more challenging to deliver excellent customer service. That's why you need some new skills! In this webinar, you will learn how to:

  • Tell if the caller has a real language barrier or merely a heavier accent.
  • Understand and decipher standard distorted pronunciation and grammatical patterns with helpful tips and tricks.
  • Speak more clearly.
  • Read numbers and spell using an ESL alphabet
  • Tell what tense the caller is speaking.
  • Guide the caller to obtain vital information.
  • Calm distressed callers by using three simple words.


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