Customer service is about communication. A fruitful experience will result in both customer and agent satisfaction. Customer service training implies both the agent and the customer comprehend English, but that is not always the case.
According to Statistics Canada 2016, 2% of the Canadian population cannot speak English or French. The percentage is likely to soar, especially with recent news of mass migration and immigration proposed by the federal government.
Conditional on where you live, or the service you may provide, the percentage of people who lack English proficiency skills may be more substantial. Consider if you are a non-profit agency which delivers employment services to newcomers, or a store located in the heart of an ethnic community? All of these variations may result in a greater need for competencies in working with customer and clients who have language barriers.
While the encounter will be more challenging, it is not unmanageable. You can still provide courteous, attentive and results-oriented customer service. “Going-the-extra-mile” can contribute to customer loyalty; increased brand identification within a community; word-of-mouth advertising; but most of all, the satisfaction of providing them with what they want.
The various strategies and tips we will explore in this issue can be easily adapted to serving customers with learning and cognitive delays. Why? Patience, clear communication, and a willingness to “think-out-side-the-box” are requirements for reaching people with barriers.
In this issue of Your Diverse Customer Training Ezine, you will learn how to communicate with people who have language barriers.
The contents of this issue include:
how to tell the difference between a strong accent and a language barrier
guide to reading letters and numbers over the telephone
common idioms to avoid
8 Rules for Better Understanding
How to Make Your Communication Clearer
Links to Training Resources
Purchase your Pdf version here:
Your Diverse Customer -Serving Customers With Language Barriers