What do you do if you encounter language barriers while interviewing customers?

1 Prepare Ahead

Before you even begin the interview, preparation can make a world of difference. Research the customer's background to anticipate potential language barriers. If possible, learn some basic phrases in the customer's language; this can go a long way in showing respect and effort. Additionally, having access to translation tools or services can be invaluable. Prepare key questions and phrases in advance and ensure you have a clear understanding of what you need to learn from the interview.

2 Use Technology

In today's digital age, technology offers a myriad of tools to overcome language barriers. Translation apps can provide real-time interpretation, allowing for smoother communication. Text-based interviews can be beneficial as well, as they allow both parties to use translation software to understand each other better. When using technology, however, be mindful of potential inaccuracies in translations and always clarify when in doubt.

3 Hire Interpreters

Sometimes technology alone isn't enough, and that's where professional interpreters come in. Hiring an interpreter ensures that both you and the customer can communicate effectively. It's important to choose someone experienced in the relevant industry to avoid misunderstandings related to technical terms. Remember to speak directly to the customer, not the interpreter, maintaining eye contact and engaging with the customer to foster a connection.

4 Simplify Language

If an interpreter isn't available or technology fails, simplifying your language can be a useful tactic. Avoid jargon, idioms, and complex sentence structures that could confuse non-native speakers. Instead, use clear, simple language and short sentences. Pausing between thoughts can give the customer time to process information and respond. This approach requires patience and a willingness to repeat or rephrase statements for clarity.

5 Check Understanding

Ensuring mutual understanding is crucial when dealing with language barriers. After conveying information, ask the customer to summarize their understanding of what was said. This technique allows you to confirm that the message was received correctly and provides an opportunity for the customer to ask for clarification if needed. It’s a respectful way to ensure that communication is a two-way street.

6 Be Patient

Patience is perhaps the most important quality when navigating language barriers. Interviews might take longer, and it may require more effort to understand and be understood. Show empathy and respect throughout the process. Your willingness to take the time needed to communicate effectively demonstrates to the customer that their input is valuable and that you are committed to providing excellent customer support.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?