Tweet

Watch your Language - the truth about language, diversity, and customer service

Guest post by: Jeff Mowatt

Article Overview: If you employ workers whose first language isn’t English, you may have come to regard these individuals as your organization’s greatest resource. They are hard working, appreciative, and utterly reliable. Unfortunately, these same workers may also be your organization’s greatest vulnerability. Employees whose English isn’t proficient may be unintentionally straining relationships with your customers. Simply put, if customers can’t easily understand your employees, they will take their business elsewhere; to a place where they won’t have to work so hard to spend their money. That’s why when organizations bring me in to do customer service training seminars for their team members, we occasionally need to address some of the language issues. Feel free to pass these tips to your team members …

Watch your Language - the truth about language, diversity, and customer service

If you employ workers whose first language isn't English, you may have come to regard these individuals as your organization's greatest resource. They are hard working, appreciative, and utterly reliable. Unfortunately, these same workers may also be your organization's greatest vulnerability. Employees whose English isn't proficient may be unintentionally straining relationships with your customers. Simply put, if customers can't easily understand your employees, they will take their business elsewhere; to a place where they won't have to work so hard to spend their money. That's why when organizations bring me in to do customer service training seminars for their team members, we occasionally need to address some of the language issues. Feel free to pass these tips to your team members ...

If English is your Second Language

The locals are friendly

As a foreign-born person now working in Canada or the USA, you may have experienced some local customers being impatient or rude. You might possibly interpret this as bigotry or racism, when in most cases it isn't. More likely, if your English skills (or in Quebec, your French language skills) aren't proficient, then chances are, that's the main reason customer are being less than friendly. So, let's talk about English language skills.

Don't stop improving

The fact that your employer hired you indicates that you already have a basic understanding of the English language. However, a basic understanding is only the beginning. You need to know the language well enough to clearly understand requests from customers, coworkers, and supervisors. And you need to speak English fluently enough to be easily understood by others.

When it comes to improving your English, you'll get the fastest results by enrolling in courses on English as a second language (ESL). These programs are widely available through community colleges and other providers. As for the cost, it is money well spent. By improving your English as quickly as possible, you make yourself available for jobs that involve greater interactions with customers. These are the kinds of jobs that typically bring-in more income. In other words, you are not saving yourself or your family any money whatsoever by choosing not to invest in language lessons. To get the greatest return on that investment you'll also need to practice.

When to speak English

No matter how many courses you take, your English will not improve unless you actually practice speaking-it. The perfect place to do this is at work. Even if your workplace has lots of people who speak the same language other than English, take the opportunity to practice speaking English.

What's not appropriate is speaking your first language with a co-worker, then suddenly becoming silent when a customer approaches. That can be perceived to be rude. It makes customers feel like they are not welcome; as though they are invading a private party. As LL Bean said, "Customers are not interruptions to your work; they are the purpose of your work." To avoid creating these ill feelings, make it a habit to speak English: a) during your working hours and b) in any location where customers have access. If you are on a break and in a location that's designated for "employees only", then you might choose to speak your first language with a coworker. Keep in mind though, that the more you practice speaking English - even during breaks - the easier it becomes. Plus, you and your coworkers can help each other to improve.

Your golden opportunity

Bottom line - your job is more than a just wage; it's an opportunity. It's an opportunity to help yourself and your family. It's an opportunity to build community. And, it's an opportunity to master a new set of skills. One way to make the most of this opportunity is to focus on practicing and improving your English. Good luck!

Related Articles
  Psychological Diversity
  The Power Of Body Language
  To Tell the Truth
  Relationships are the new wealth of the global economy
  Person First Language
  Is the pathway clear?
  Encouraging Diversity In The New Zealand Workplace
  Is It Easy to Create our own Website What is HTML
  The Language Of Music - A Form Of Musical Communication
  Watch Your Language - Medical Sales Training
  Evaluating E-Learning
  5 C's of Body Language
  Enhancing Your Business Language
  Dealing with Difficult Customers
  Are You Making this Sales Mistake?
  We Must Embrace Diversity
  How Well Do You Connect With Others? 3 Steps to Making Connections in the Workplace
  Check Yourself for Outstanding Customer Service in Three Easy Steps
  What Is A Computer LANGUAGE
  Understanding Diversity in the Workplace

Article Tags: customer service training, diversity, language issues, truth about



Related Forum Posts
Which major company does a good job with customer service? - Like many entrepreneurs I have run into major customer service problems with some of the large companies - having to spend an hour on the phone, talking to 4 different people and repeating my problem again to each one. As a result I try to work with smaller companies when I can because I know I will get better service. Do you have any stories of a big company that has got it right and does a great job with their customer service?
Re: How do you create the WOW factor in business? - I'm usually "wowed" by exceptional customer service at retailers by specific customer service employees. It's a sure way to win my repeat business and referral to family/friends.
Re: Politeness! - I sometimes find that people these days will actually go out of their way to be rude when filing a complaint. For instance, why can't a customer just say a simple "no thank you" rather than writing in an angry tone or making threats? Of course the customer is always right, so as professionals we have to suck it in and be the bigger person... but is there a better way to deal with rude clients? When I used to work at McDonald's, I recall the store manager actually yelled back at the customer who shouted profanities at a teenage employee since the order was taking so long. While the store manager didn't use any vulgar language, he still firmly told the customer to leave the store because he wouldn't serve someone who was so rude.
What is the best customer support online? - I am running a small business online now and i really do not want to do too much job one customer service. Can i use a customer support software? What is the best customer support online? How can i use it? Please help! I saw a free customer support software online last night, it is called iKode Helpdesk X, I want to buy it but i am not sure whether it works? Please give me some useful advise. Thank you very much!
Re: Politeness! - [quote="Kevin":2sd46jnv]I sometimes find that people these days will actually go out of their way to be rude when filing a complaint. For instance, why can't a customer just say a simple "no thank you" rather than writing in an angry tone or making threats? Of course the customer is always right, so as professionals we have to suck it in and be the bigger person... but is there a better way to deal with rude clients? When I used to work at McDonald's, I recall the store manager actually yelled back at the customer who shouted profanities at a teenage employee since the order was taking so long. While the store manager didn't use any vulgar language, he still firmly told the customer to leave the store because he wouldn't serve someone who was so rude.[/quote:2sd46jnv] I think that this is the right thing to do. Nobody should have to put up with rudeness or abuse even by a customer. If the customer cannot behave in a decent manner, I would quietly tell them that until they can treat me with respect I would prefer not to deal with them. I have been in that position and will not allow anyone to behave badly to me. In fact people will only behave badly towards you if you allow it. MichelleJ


Share this article with your friends. Fund someone's dream.

Leave a comment below or share on the left and you'll help support entrepreneurs in Africa through our partnership with Kiva. Over $50,000 raised and counting - Please keep sharing! Learn more.

Newsletter

Get advice & tips from famous business
owners, new articles by entrepreneur
experts, my latest website updates, &
special sneak peaks at what's to come!

Name:
Email:

Popular Articles

Sales is a Flawed Model

Let's Skip the Offshore Horror Stories

How to develop the best lateral thinking skills

Suggestions

Email us your ideas on how to make our
website more valuable! Thank you Sharon
from Toronto Salsa Lessons / Classes for
your suggestions to make the newsletter
look like the website and profile younger
entrepreneurs like Jennifer Lopez.