Comment pouvez-vous vous assurer que vos représentants bilingues du service à la clientèle connaissent les termes propres à l’industrie?

There are many ways in which you can assess language skills: icebreaker activities allow you to understand how participants express themselves in the session's language; be an active observer in the room or in remote sessions when there are group activities; use open-ended questions and prompts that allow participants to respond at their own pace; and have important market definitions stated in a glossary so everyone can become familiar with the terms and use them!

To ensure bilingual customer service reps know industry-specific terms, provide comprehensive training programs that include industry glossaries, product knowledge, and ongoing updates. Conduct regular assessments and quizzes, encourage continuous learning, and foster a culture of knowledge sharing among reps. Utilize reference materials and offer access to translation tools when needed.

One of effective ways to access the language skills of bilingual candidates is role-playing. Setting up different real-life scenarios, letting the candidate prepare the situation within a set time, then we can access their languages and interactions through role-playing.

Absolutely, assessing language skills thoroughly is crucial for effective bilingual customer service. It ensures that representatives can confidently navigate industry-specific language and meet communication demands. Utilizing a combination of tools, tests, and interviews provides a comprehensive understanding of their proficiency and potential areas for improvement. This proactive approach helps in tailored training and support for a successful customer service team.

In my casino experience looking after VIP International High rollers , I worked with VIP Staff who are Mandarin, Cantonese an Indonesian native speakers. There was never a requirement to test their skills. Their customer service relationships were excellent. I lived in a multi cultural and multi racial Singapore and related well with VIP International High Rollers from China.

In my experience, the best resource an employer can provide is a supportive leader that team members can feel comfortable asking for help. For instance, if a member of the team did not know the correct terminology for payroll, they can ask their leader for help and as he builds trust through constructive guidance, the team member will rapidly adopt industry terms because when people feel personally and professionally fulfilled, they’re more effective and more likely to produce great work regularly. Due to the emphasis on employee satisfaction and teamwork, a team member will tend to stay on the same proficiency in the terminology as rest of their team.

In my experience i have seen just being bilingual is not just enough without concrete industry knowledge of terminologies.nowadays the role of AI is getting higher and higher so we need to use it efficiently for learning languages.

We use FAQs/Cheat Sheets to cover common terms as well as daily random quality assurance and continued training for our reps.

Practice is the best option. The more often the topic comes up, the more advanced and fluent customer service reps will become

Offering tools such as Grammarly and dictionaries can significantly aid people in their efforts to improve their language skills, but they cannot replace the value of practice. Engaging in day-to-day tasks and conversing regularly in the target language will be the most effective way for your representatives to enhance their language proficiency. Additionally, tools like Duolingo will undoubtedly contribute to their improvement.

There is nothing more valuable than teaching with real examples - collect and have the participants analyze a particular scenario, promote group work, round-table, or brainstorm sessions so you understand their knowledge so far, skills, and attitude towards a specific problem. Here, value what has been proposed, correct if applicable, and summarize important behaviors. Case scenarios or call listening are very valuable exercises.

Training plays a pivotal role for the success of the bilingual new employee. When I hired bilingual employees I had a training schedule categorized in modules. Each module was pertinent to the job itself in the foreign language, but they were staggered in such way were the trainee would need to finish and complete the prior module before starting the other ones. This way of training allowed me to see how the new employee would interact, respond and utilize their foreign language skills. The training lasted 4 weeks, one week per module and there was a designated trainer/mentor to that person. After the end of each module we would all sit down and discuss how the training exercise was doing in all in native language.

One thing I've noticed in bilingual team members is that some speak in a "slang dialect" that is prevalent in their native regions. The problem with this is the aforementioned lacks commonality as a whole within the language. What is meant one way in one region, may not be in another. The end result we all strive for is customer satisfaction, and we might not achieve this if it is lost in translation. Ensure team members learn the correct way to relay any terminology pursuant to the rules dictated by self language.

triving for improvement is an ongoing endeavor. Within my professional environment, we consistently review transcripts and recordings to refine and enhance the communication skills of our representatives. Being in an environment where individuals actively seek and provide constructive feedback, fostering open discussions on ways to improve and practicing together, is truly beneficial.

In training use scenarios that they will encounter on a call or email to provide practical experiences, enhancing understanding and application of inclusive and diverse principles in customer service leadership.

Just as we utilize recordings for improvement, we also employ them for performance evaluations. In addition, we harness tools and programs to track the number of corrections required by our representatives each week. This allows us to provide guidance and monitor their progress, distinguishing those who are making strides from those who may require more attention.

Monitoring the performance of a bilingual customer service representative involves various strategies to ensure they are delivering quality service in both languages, the best practice I believe is to Establish clear metrics and define key performance indicators relevant to bilingual support, such as customer satisfaction scores, resolution times, language proficiency, and adherence to scripts or guidelines.

In this context, leaders and managers play a crucial role. They are responsible for establishing an effective evaluation system, providing constructive feedback, and fostering an environment of learning and continuous improvement.

It is important that the customer service rep is the correct fit for the specific role. There are certain qualities the rep must bring to the table. This person can be given all the tools to work with but if certain qualities of warmth, empathy and capability to put another at ease are not there, then change the rep as these qualities go hand in hand with the training materials.

Right Attitude: In my opinion, another important trait is to have a sense of empathy towards customers. Ability to not take things personally when communicating with customers, treat them as you would like yourself to be treated.

Encouraging customer service representatives to seek help when they don't have the answer. Create a supportive environment where seeking help is encouraged to ensure that your customer service representatives prioritize accuracy and deliver better service to your customers.

Based on my experience, it is incredibly important to equip your team with the best tools and opportunities available. Actively listening to their feedback is a crucial element in building confidence, especially in bilingual settings. Encouraging collaboration and establishing peer support networks can help team members exchange best practices It is important to recognize that language skills are as paramount as cultural understanding in any given situation. Always keep an open-door policy and listen to your team’s concerns and opinions .

Bilingual does not mean exact same level in both languages. The more languages you speak the less detailed you speak each one of them. At first make sure they understand everything, by practicing they will learn how to speak better. Speaking always starts with understanding first

Encourage the trainee to take notes that can be referred to when recapping how the days went. This is good also because sometimes useful information comes from unlikely sources when on the job, that produces positive results.