While handling customer service, there are so many aspects to which one has to give enough consideration. Of them, language and communication skills play very vital roles. However, when faced with the call center language barrier, it is not only difficult but also challenging so as not to hamper the business or workflow. Things like conversing with customers in their native language, keeping up an authentic accent, limitations in vocabulary, and differences in language usage; everything will amount to language barriers. So how one eases out the creases in such cases is something that is thought-provoking.
To overcome language barriers in customer service, there must be an open-minded approach and a positive outlook before one gets down to deal with the actual issue. It is pointless to lose composure and be impatient while you have issues understanding or communicating, even while handling the simplest form of conversation. At this moment, attitude matters the most, forming a setting for interaction. With our guidelines here, you can convey your message effectively and know your customer’s requirements in a better manner.
Quick Overview
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Keep it simple
It would be best to go to the grassroots level when you feel a language barrier. It is a good idea to choose simple and short sentences while conversing with a customer in such cases. It is more advisable to break long sentences to make it easier to communicate – the smaller, the better. Still, if you have issues while dealing with language barriers, it is best to avoid cross-selling strategies that make it hard to communicate.
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Get equipped with enough information
Occasionally, one can encounter a highly demanding customer or someone who has problems putting things across clearly. For such kinds of people, no matter how patient or keen a listener you are, there will always be an issue at hand. It is good to let your customer know that you are finding it hard to understand him in such a situation. Try to grab the maximum information you can and request an option to catch up with the conversation later to gain the remaining information. Opting for a non-verbal choice of communication for customer service is more feasible at a time when you have a problem with the accent.
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Slow and steady wins the talk!
Take things one at a time and in a steady manner. When faced with language barriers in customer service, one should have an objective in their communication. Mumbling won’t help nor push any marketing gimmick. Just imagine that you are attempting to use a voice recognition application and speak slowly in a clear way. On a serious note, your aim must be to interact with the customer more clearly.
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Resist from using culture-specific expressions or jargons
There would be different kinds of customers coming in. You have to do your best to use any technical terms or industry jargon while dealing with the language barrier in call center service. Some customers maybe not be aware of certain culture-specific expressions and would fail to understand the same if you use them while communicating with such people. By doing so, you will only deepen the problem.
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Choose the visual mode of communication
Try as much as you can; there will be situations where it is hardly possible to convey things to the customer and vice versa. So at the time when words don’t work, take help from action, images, or figures. Opting for such means of communication will be highly beneficial. Visual signs help bring everyone on a common platform, and this act doesn’t complicate things.
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Opt for translation service
Seek help from an experienced translator if you are employed at a foreign organization. Translating all the crucial documents of one’s company into the native language of its branches is quite essential. But ensure the company’s credibility by offering multilingual customer services for non-English speakers before hiring one. These days, there are many free language translation websites like Google Translate for changing the language of contents to another language. Such sites cannot be vouched in matters of dialects, and also, they may fail to consider the multiple usages which exist in various cultures.
Whether you have hired one or have in-house bilingual employees, you should always go for reliable interpreters. This is important to avoid any misinformation or miscommunication while having a language barrier.
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Respect for all
One can understand how frustrating it is while deal with the language barrier. It demands utmost care, understanding, and patience. Whether you or your colleagues, make sure not to raise your voice or be too vocal whenever there is a language issue. Instead, be loud and forceful, and talk slowly and clearly. Remember – when someone is trying to cross a language barrier, it doesn’t mean that they lack intelligence or fail to understand what you are saying. It is better to keep speaking in clear English while finding a common platform that will make the opposite person show some effort to understand properly.
Concluding Note
Although the language barrier can be defying, dealing with customers from various backgrounds and cultures is highly motivating, instigates creativity, and can be rewarding. Keep up a holistic environment within your organization by not making the language barrier in multi-channel communication a serious issue. All you have to do is put in some extra effort and reap the benefits of multilingual customer support.
Hope the details about language barrier problems and solutions have given you the needful insights. If this blog has helped you, we would be glad to know!
If you don’t know how to deal with non-English speaking customers, our multilingual experts can help.
