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Customer satisfaction is something that many businesses strive for, and achieving it has clear advantages for the business. We had the chance to speak with Adelina, a homemaker who shops both offline and online, about her experiences with customer service from various firms. Here’s one of the more language-related examples of her negative customer service experience.

Can you tell me about a time when you received poor customer service?

Adelina: A few years ago, I purchased a fruit mixer from Company X. It was a well-known model with favourable reviews. However, it broke down and stopped working unexpectedly about a month after purchase. The wonderful first impression I had of the goods vanished, and I was outraged that the reviews had “lied” to me.

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I decided to call Company X to see if they could help me diagnose the problem or maybe replace it with a new one. The call connected me to a customer support representative, and despite selecting “English” as my preferred language throughout the automated messages process, I was unable to comprehend the representative when she talked. Her pronunciation was strange, and the fact that the line was a tad staticky certainly didn’t help. There were a lot of pauses, question marks, and repeated statements in the conversation.

I grew increasingly frustrated as I just wished for my fruit blender to be fixed, and if I had known that this would be the case, I would have purchased it from another (more dependable) company. Furthermore, the agent also became frustrated and made the process even more exhausting than it already was. I soon gave up on the matter and quickly ended the call out of exasperation.

As much as I understand that English was not her first language, I would have liked to be connected to an agent that spoke English more fluently so that my issues could be resolved swiftly and smoothly. Employees, especially those in positions where they must actively interact with other parties in English, should have a decent understanding of English, in my opinion.

There are many customers out there who, like me, want to be understood when they’re irritated or need help when they’re lost. With customer service that can listen and speak our language fluently, we will have greater room to vent and express our issues while trusting that we will be understood.

Happy Conclusion

Fortunately, things ended on a positive note, with the company calling Adelina immediately after to apologize for the inconvenience and provide proper customer service to repair her fruit blender. Following this unpleasant experience, Company X decided to invest in language training for its employees, and it now has a large team of English-speaking customer service representatives to assist consumers like Adelina. Let us learn from Company X’s shortcomings so that you and your employees will not make the same mistakes.

Consider ELSA as your go-to language training solution for your employees. ELSA Speak is a highly effective online English training software for working people called ELSA Speak. ELSA may provide a personalized learning route by identifying faults in pronunciation for each syllable using proprietary AI speech recognition technology. As a result, learners might improve by up to 90% after only three months of study. The package “ELSA for organizations” is trusted by hundreds of leading businesses such as; Grab, FPT, Bosch.

Book a demo with us to learn more about ELSA for Corporations.