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difficulty with pronunciation, meaning, and
sentence structure.
English is considered to
be one of the most difficult languages to learn
(words that sound alike have completely
different spellings and meanings and words
with
similar
spelling
are pronounced
differently). You cannot change the English
language, but there are ways you can help
your customer to overcome this barrier. First,
you must listen very carefully to what the
customer is saying. The best way to do this
is by being honestly concerned.
Next, be
absolutely sure you know the nature of the
need or problem. Then, carefully phrase your
questions so that you use relatively simple
words and ask only one thing at a time. By
first determining the nature of the problem,
you can then gain additional information by
asking questions.
The customer who has difficulty speaking
English may also have trouble understanding
it. When it is apparent that the customer is
having difficulty understanding, you should
speak more distinctly and, in most cases, more
slowly.
You can usually tell by the
customer’s expression whether or not you are
being understood.
Speech impediments, such as stuttering or
lisping, can also cause misunderstanding. In
cases such as these, your problem will be
understanding the speaker’s words rather than
the speaker’s choice of words.
We have been speaking of language
barriers as though they exist only on the part
of the customer. This is not always the case.
Language barriers also exist with customer
service
representatives.
If you have a
language barrier, your first step is to be aware
of it. Your next step is to make a conscious
effort either to eliminate it or to compensate
for it.
To compensate for a language
problem, try to speak slowly and give the
listener time to follow and interpret what you
are saying.
Be sure to ask questions and
encourage your customer to do the same.
Some speech patterns that interfere with
understanding are not impediments but just
habits.
Some of these speech habits are
slurred pronunciation, running words together,
speaking too fast, an exaggerated drawl or
brogue, and profanity. Again, these are not
physical impediments or intentional barriers;
they are just habits. You should analyze your
own speech patterns and determine whether or
not you need to improve your manner of
speaking. It is possible that you may have
one or more of these habits. Normally, we do
not listen to our own speech, but you can
obtain a reasonably accurate sample of your
speaking voice if you record an informal
conversation and then listen to it carefully.
Speech habits are not too hard to change, but
you must first be aware of the habits you need
to change.
The final barrier is most often set up by
you, the YN, through the use of slang,
technical terms, and acronyms that may
confuse the customer. Although you will
routinely use these terms and acronyms
among your co-workers, your co-workers are
already familiar with this language.
You
should remember that these words or
expressions are not appropriate when your
customers may not be familiar with them. If
you must use technical terms, you must
explain what they are as you refer to them in
your conversation. Remember that customers
from other ratings are not as well informed
about your rating and work as you are.
Therefore, you must remember to speak to
your customers in terms that they can
understand. Periodically ask the customer if
he or she understands. If the customer does
not understand, ask your customer to tell you
what he or she does not understand and repeat
yourself in simpler terms, if appropriate.
AMIABLE RUNAROUND
The emphasis on being friendly to the
customer is a means to an end—not an end in
itself. You must also provide good customer
service.
You do not have the choice of
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