The importance of meeting customers where they are cannot be understated. In fact, the idea is one of the cornerstones of quality customer service. The customer service world has transitioned to a 24/7, always online model for this precise reason. While hardly revolutionary, the concept is critical to businesses of all sizes and industries. The fewer barriers between you and your customers, the better.
While providing customer service around the clock and across channels is indeed important, many businesses overlook a crucial component of meeting customers where they are. By failing to effectively communicate with Spanish-speaking clients, businesses miss out on an entire demographic of prospective customers. Hiring a bilingual receptionist isn’t just a good idea – it’s essential. Here are just a few reasons to have a Spanish-speaking receptionist represent your business:
More than 52 million Hispanic people live and work in the U.S. While some speak English, many rely on the Spanish language to communicate. Offering customer service in Spanish can extend your reach in surprising, rewarding ways. A bilingual receptionist allows you to communicate with both local and international callers. Simply having them available to your callers can mean increasing potential earnings and revenues.
You don’t necessarily even have to employ such a person in-house. A bilingual virtual receptionist can perform many of the same tasks a traditional receptionist would perform, but at a fraction of the cost and with a whole lot less effort put into hiring and training. Such services can be tailored for your precise goals, too, giving you maximum customization possibilities.
Customer service workers are experts in deescalating tense situations. When someone dials in frustrated, angry, or upset, receptionists must get to work identifying the issue and solving the problem. Unfortunately, language barriers are some of the more difficult issues to overcome. If your callers only speak Spanish and your receptionist only speaks English, both parties will walk away from the conversation unsatisfied. A bilingual receptionist changes that dynamic.
Of the many benefits of a Spanish-speaking virtual receptionist, this is perhaps one of the most valuable. Your customers must be able to clearly and effectively communicate with you about their issues, but that’s just the beginning. With language barriers broken down, you can also solicit important feedback necessary to the well-being of your organization.
A bilingual Spanish receptionist can do wonders in setting your business apart from the competition. If your organization features Spanish-speaking receptionists and other businesses do not, you’ll be able to easily scoop up customers. While more and more businesses are choosing to employ bilingual receptionists, you can be among the first group of leading the change. That kind of unique selling proposition is hard to argue.
You’ve worked hard to elevate your customer service offerings across every metric. Without a Spanish-speaking receptionist on hand, though, none of your efforts will matter to the Spanish-speaking segment of your customer base. By offering bilingual services, you ensure every caller has the chance to do business with your organization.
A lot of important details can get lost in translation. When your customers and administrative team can’t clearly communicate with one another, mistakes are bound to occur. Information gets confused or lost, leading to missed appointments and missed opportunities.
When a bilingual receptionist is on standby, you can ensure clear, consistent communication with callers. By working to discover a Spanish-speaking caller’s intent, the receptionist can get everyone on the same page. Appointment dates and times become instantly clearer when both parties speak the same language.
Unhappy callers will be quick to leave negative reviews about your business online. Given how damaging such reviews can be to your business, it’s important to do everything in your power to prevent them. With a Spanish virtual receptionist covering your phones, you send a clear message that you care about callers of all backgrounds and ethnicities. Take care of your Spanish-speaking clients and you’re sure to see an uptick in the number of positive reviews about your business.
Easing communications in your customers’ native language is a great way to build lifelong, raving fans. One positive interaction can do wonders to earn loyalty and motivate them to evangelize about your offerings. This kind of opportunity cannot be undersold – it’s the type of customer service interaction that takes businesses to the next level.
You might expect bilingual receptionist services to run a pretty penny. But the truth is that a call center with Spanish speaking agents typically offers affordable rates for businesses of all varieties and sizes. We even offer a free, week-long trial of our service for new customers. For seven days, you’ll be treated to all the benefits that come with having a bilingual receptionist answering your phone. If you’re not impressed after the trial ends, there is no obligation or requirement to keep using our service. With so much on the line, why not give MAP a try?
Publish Date: July 23, 2020 5:00 AM
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