Strategies for Overcoming Language Barriers in Customer Service
Today’s interconnected world means businesses can serve customers beyond traditional borders and markets. While the potential drives expansion and profitability, it also introduces a new issue — communicating successfully when your customers speak another language.
Learning how to overcome the language barrier can help your business navigate this challenge to thrive and grow.
1. Use Visual Aids
Effective communication goes beyond words, meaning we leverage visual aids, facial expressions and other nonverbal cues.
Many individuals prefer seeing what you’re describing instead of hearing you talk about it. As a result, even simple drawings communicate more helpfully and efficiently than repeating yourself numerous times. Try sharing photos, charts or graphs to convey the message more clearly when language barriers are involved.
Emotions like joy, fear, excitement and frustration are universal, and showing them can also help enhance communication. Remember other cultures often express emotions differently, so follow your customer’s lead. Similarly, body language is frequently an effective way to determine how a customer is feeling. Read their cues to help you respond appropriately, even when you don’t speak the same language.
Giving customers a firsthand experience with what you offer can also promote a better understanding of how it works and ultimately what your business can do for them. Consider free trials or hands-on demos if possible.
2. Control Your Speech’s Tone, Volume and Speed
Even your clients who understand English have different comprehension levels. Describing a new concept too quickly can substantially increase the chances of miscommunication. It’s also best to avoid overly technical speak and jargon that may not be familiar to non-native speakers. Speak slowly, conversationally, simply and at a normal volume.
3. Confirm Understanding
Misunderstandings can easily arise when someone hears a message differently than the sender intended. That’s true even among native speakers of the same language.
Confirming understanding helps prevent misinterpretation. Ask your customer to repeat a concept to you in their own words or to rephrase a question you didn’t fully understand. It’s also helpful to implement this policy when listening to your customers if language barriers exist. Paraphrase what you’ve heard to make sure you comprehended their message correctly the first time.
4. Be Patient and Positive
Patience and positivity are key to overcoming language barriers. Recognize that neither you nor your customer feels entirely understood, and it may take more time to communicate effectively. Smile and provide a supportive, welcoming environment that helps lower tension and supports smooth communication.
5. Build a Bilingual Team
Building a bilingual team can eliminate language barriers and is a smart solution for many industries. Staff members fluent in another language are often happy to translate, whether at an office, store, hotel, airport or other location.
Bilingual call answering services are especially important since this interaction is often your customers’ first experience with your company. Call agents who can fluently speak, read and write in more than one language can create exceptional customer experiences and foster loyalty, ensuring your clients will never want to take their business elsewhere.
Remove Language Barriers With Bilingual Call Answering Services
Ensure your business can answer every call, every time. AnswerHero™ is your trusted source for bilingual call answering around the clock. Plus, our team offers additional services like call routing and transfer, lead capture and appointment setting for a full-service solution. We’ll help you design a strategy that’s ideal for your needs and enhances every customer interaction — all with no contracts and cost-effective pricing!
Get started building your plan today, or connect with our team for expert advice.
