Multinational customer service
Our partner entrusted us with the linguistic and intercultural training of a multinational customer service team.
Company profile and challenge
The Hungarian customer service team of an international service center was expanded into new markets, requiring employees to handle complaints in English for German, Spanish, and Italian customers.
The employees had B1 level English language skills, but due to the difficulties of conflict management in a foreign language and cultural differences, they often had difficulty dealing with customers. Customer satisfaction indicators began to decline, and stressful situations frustrated many employees.
We had to develop target-specific language and intercultural training for customer service staff, from which we expected the following results:
- Increasing customer satisfaction
- Better communication and fewer conflicts
- More effective dispute resolution and problem solving
- Better understanding of customer complaints
- More patient, confident communication
The solution
Improving language use in telephone and written customer service – we taught typical polite phrases, effective problem-solving strategies, and empathetic communication techniques.
Conflict management strategies and cultural sensitivity – we presented the customer communication habits of each target country so that employees could better understand the expectations of customers from different cultural backgrounds.
Live simulations with native speakers – we modeled real customer service situations so that employees could try out their new skills in a safe environment.
Monitoring real calls and providing personalized feedback – our teachers also monitored customer service calls (in compliance with GDPR regulations) to gain an accurate insight into language use and areas for improvement among staff members. They then provided individual feedback, highlighting strengths and areas for improvement.
The result
By the end of the program, employees were handling English-language issues more quickly and confidently, there were fewer conflicts with customers, and customer satisfaction increased significantly. According to participant feedback, one of the most positive effects was a reduction in stress and frustration, as they were able to respond to challenges in a more prepared and confident manner.
Confident business communication
A nyelvi és ügyfélkezelési képzés önbizalmat adott a munkatársaknak.
Less stress and fewer conflicts
More structured and persuasive communication led to more successful customer management.
Increasing customer satisfaction
More prepared and conscious communication in a foreign language led to better problem solving.
By the end of the program, customer service staff wellbeing and customer satisfaction had improved significantly🚀💼
Szilvia Király
Managing Partner
Planning to start a language course?
Can't find what you're looking for or not sure what course to choose? Contact us, we'll help you find the best solution!
