Last Updated on October 15, 2022 by Hamna Nouman
Language barrier is a common challenge to most customer service agents as they are with international companies. It is important to note that not all global clients speak English. That is why in the light of globalization, more companies begin to learn how to overcome language barriers.
Use Simple Words
Working in a call center allows you to meet people from different backgrounds, cultures, and languages. That is why instruct your customer service agents to converse using simple words a habit.
Using jargon or large words does not make you sound intelligent. Instead, it brings confusion and miscommunication. Moreover, having a workplace culture of simply speaking and explaining things straightforwardly helps them practice using simple words.
Look for a Reliable Translation Feature
You can look for a communication software with reliable translation features. It is crucial to have a translation feature when dealing with messages or emails that are not in your primary language.
Be careful when choosing the right communication software, have it vetted by people who are using the language. There may be several free ones on the Internet but they may not account for different dialects. Some words may have a different meaning depending on how it is used.
Provide Language Class
This might be the most expensive method in overcoming the language barrier, providing a class for your employees. If you are an international company with a bigger target audience in one country, it is better to focus on their language. Let’s say you are more focused on Japan. You can host a language class for the Japanese language.
In the long run, you will be surprised how many of your staff become more conversational and fluent in English and Japanese.
It is important to have a few customer service agents and employees that know how to converse in a different language. Your customers have to understand the product deeply, and you can only market them effectively if you can explain it in their language.
Repeat What is Said
Whether it is a language barrier or not, people need to hear something more than once to comprehend and remember. When dealing with client complaints, it is best to repeat what they said to ensure you got it right. Moreover, when giving out instructions, do not say it in one go. Instead, keep repeating the instructions until you know they understood and remembered it.
Talking and having difficulties with understanding each other is quite frustrating. You have to be careful, attentive, patient, and understanding. It is crucial to remind your team never to raise their voice or over-enunciate when they experience difficulties in communication.
When faced with difficulty, be respectful and continue to speak English slowly and properly while looking for a common ground.
Language barrier is quite a challenge, but working with people from different backgrounds and cultures gives more opportunity and success. Thus, if your company faces business communication difficulties, embrace and overcome them. Have the strategies to connect effectively.