| Delivering world-class customer servce is difficult | | | | someone is searching for words, they will try |
| at the best of times, and much more challenging | | | | different strategies to get their ideas across. So, |
| than it was in the past. In today's global village it | | | | for example, if someone says, "I need an |
| is not uncommon to find yourself face-to-face, or | | | | eyes-closed place," don't just shake your head in |
| on the telephone, with a customer who is | | | | frustration. He (she) may just be wondering |
| struggling with your language. It can be a | | | | where the nearest hotel is. Use body language |
| tremendously awkward and frustrating situation | | | | Ever play charades? Great body language can |
| for all concerned. Here are six rules for | | | | often compensate for other language barriers. |
| overcoming language barriers: Be patient If you | | | | Use your hands! Use visuals A picture is indeed |
| think you're frustrated, imagine how your | | | | worth 1000 words. Use pencil and paper, maps, |
| customer must feel! If you have ever tried to | | | | calculators - any prop that might help facilitate |
| function in a second (or third or fourth) language, | | | | communication Involve other people If there is |
| you know how inadequate you feel when the | | | | someone else you know who might be able to |
| service person you're dealing with doesn't | | | | help - get him involved! It takes a lot of |
| understand you and is looking at you like you're | | | | courage to try and conduct business in a language |
| stupid. Look pleasant Smile, for goodness | | | | that's not one's own. Make sure that you treat |
| sake! Let your face send the message that, | | | | this customer with the respect they deserve! |
| despite the communication barrier, you care about | | | | Good luck! |
| this customer. Listen for creativity Often, when | | | | |