{"id":930,"date":"2020-07-07T15:41:12","date_gmt":"2020-07-07T15:41:12","guid":{"rendered":"https:\/\/www.languagetesting.com\/blog\/?p=930"},"modified":"2020-07-27T20:27:46","modified_gmt":"2020-07-27T20:27:46","slug":"language-and-beyond","status":"publish","type":"post","link":"https:\/\/www.languagetesting.com\/blog\/language-and-beyond\/","title":{"rendered":"Language and Beyond<\/small>"},"content":{"rendered":"

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As customer demographics change, companies and hiring managers need to look closer at language and culture as part of the customer service experience. Language proficiency is an indicator of an individual\u2019s ability not only to connect with a customer but also to identify cultural nuances in a shared language that would create trust and customer retention.<\/span><\/p>\n

\u00a0<\/span>In customer service, there is always a script aligned with the introduction, Q&A, and closing that is part of employees\u2019 training. While scripting helps to maintain consistency, how that script is translated has an effect on the customers who are receiving the information. Translations are affected by the language competency of translators or interpreters and their cultural experiences and awareness. Customers are influenced by their language competency, use of language variations (i.e., slang), and their cultural background. When a translated script is presented to a customer, how the script language is constructed, along with the customer\u2019s language proficiency and cultural background, has an effect on that customer\u2019s acceptance or declination of the information (<\/span>Clute Journals, 2009<\/span><\/a>)<\/span>. <\/span>Having employees who are certified in speaking and writing in a target language creates an advantage in customer service for multicultural customers in the following ways.<\/span>\u00a0<\/span><\/p>\n