I enjoy watching The Bachelor—it’s my guilty pleasure. But one contestant made me realize something as I watched.
She continually said she just wanted a guy who would actually show up. Who would be present with her. It reminded me of the importance of showing up for those we serve, especially in customer service.
It’s easy to get overwhelmed by our day-to-day tasks. When we are in the middle of something, and a customer needs our help, we might not give the best customer service. Especially if we are eager to get back to what we were doing.
But showing up for those we serve means being present, and I found it’s one of the best ways to overcome language barriers in customer service.
The Power of Presence
Growing up, my dad was a huge advocate for service projects.
He would go to local community projects anytime they had them. I thought, “Wow, it must be nice for them to have someone who shows up.” It wasn’t easy for him to get all of us to go, many of the service projects were at the crack of dawn. I remember one time we went to the Boy Scout camp for a cleanup project at 5am! My father came into my room at 4:30, pulled off the covers, and told me we were leaving. I didn’t want to go, but he made sure I got up.
All six of us would fight him tooth and nail every step of the way, but he made sure we showed up anyway. And once we were there, our attitudes shifted. We focused on the work. The more present we were, the faster the job got done.
Presence is what each one of us wants from the humans around us. Especially as we become more distracted within a digital world. But simply showing up for the person across from you, especially in customer service, is one of the best ways to connect with those around us.
If someone comes in and has a language barrier, the best thing you can do is show up for them. This means being prepared, doing your research, and understanding their needs.
Now you might say, “What if I didn’t know they were coming? There was no way I could do research to help them if they surprised me.”
That’s where you are wrong. Part of showing up for your customers is having translation and interpreting services available ahead of time, no matter who might show up.
When a customer with a language barrier approaches your business, they’re likely already feeling a bit apprehensive. By being prepared with services you can quickly offer, you ease that apprehension and make them feel welcomed and understood.
Here are a few more ways you can show up effectively:
- Understand the common languages spoken by your customer base. If you know that a significant portion of your customers speak Spanish, for instance, having some basic phrases handy can make a huge difference.
- Anticipate the needs of non-native speakers. This might mean having multilingual staff available, having translation apps, or having printed materials in multiple languages.
- For more complex interactions, such as legal, medical, or detailed customer service scenarios, having a professional interpreter you can call who can bridge the gap effectively. This ensures that nothing is lost in translation and that the customer feels valued.
- Have Video Remote Interpreting (VRI) ready to go. These services provide real-time interpretation without the need for an interpreter to be physically present. This can be particularly useful in healthcare settings or for businesses with a diverse clientele.
- Don’t assume you know the best way to communicate with someone. Ask them what works best for them. Do they prefer written notes? Would they like you to speak slower? Tailor your approach based on their feedback.
These are quick and simple ways any business can show up for non-English speakers or deaf individuals.
For example, if a customer with a language barrier walks into your store, don’t make them feel like an inconvenience. Instead, approach them with a smile and a willingness to help.
If you’re unsure how to communicate, don’t be afraid to ask for their patience while you figure it out. The key is to make them feel respected and valued.
Practical Applications
Here are a few practical ways to implement this strategy in your business:
- Train your staff on basic language skills and cultural sensitivity. This doesn’t mean they need to become fluent, but knowing a few key phrases can make a huge difference.
- Regularly ask for feedback from your customers on how you can improve your service. This can provide valuable insights into what you’re doing well and where you can improve.
- Engage with your local community to understand their needs better. This might mean attending community events, partnering with local organizations, or simply asking your customers for their input.
- Ensure that all your materials, from brochures to website content, are available in multiple languages. This helps non-native speakers and shows that you value their business.
The Long Term Benefits
There will be challenges along the way.
Language barriers can lead to misunderstandings, frustration, and even lost business. However, by showing up consistently and making a genuine effort to communicate, you can overcome these challenges.
One of the biggest hurdles is the initial discomfort of not knowing how to communicate effectively.
It can be intimidating to face a language barrier, but remember that your customers appreciate the effort. They can see when you’re trying, and that effort goes a long way in building trust and loyalty.
But the long-term benefits of showing up for your customers are worth the challenge. Customers who feel valued and understood are more likely to return and recommend your business to others. By adopting the strategy of just showing up, and being prepared to help bridge language barriers, you demonstrate a commitment to inclusivity and customer service excellence.
This approach helps you build a stronger, more resilient business.
So, take a page from my dad’s book and just show up. Be there for your customers, listen to their needs, and make the effort to understand them. It’s the only strategy you need to overcome language barriers in customer service.
If you need an interpreter, you can pre-book one here! We are dedicated to ensuring that language barriers are a thing of the past, and seamless communication is always within reach.