Traveling to a different country should be an exciting and happy experience. However, nervousness kicks in especially if you are flying internationally to a country that does not speak much of the languages you know.
Passengers talking to an airport security or to an agent that cannot answer their queries because they do not speak the language has happened sumptuous times in many airports all over the world. Whether it’s with booking a ticket, selecting a meal, or even just a simple question of where to go, the language barrier will make your airline look awful.
Not only will it annoy other customers for having the line stopped, it might also have stopped a loyal customer from booking a flight because her or his experience was a negative one. Good thing, companies with multilingual customer service exist.
Why The Philippines Is the Best Multilingual Outsourcing Solution
Multilingual Customer Service To The Rescue
Having a multilingual customer service is one way of solving this problem. Multilingual call centers and their agents are equipped with solving your airlines’ customer service issues in different mediums. It can be through email, social media, and phone call.
This type of customer service is important because Common Sense Advisory stated in their 2014 report that 74 percent of consumers are more willing to buy more products from a company that caters to their language. International Customer Management Institute also noted in their 2014 report that 71.5 percent of the customer service leaders they interviewed said that support in a customer’s native language increased their satisfaction with customer support.
Moreover, it is a good way to increase the loyalty of people to your airline. As part of the same 2014 report, ICMI found out that 58.4 percent of the people interviewed said they became loyal to the brand that offered multilingual customer service.
Social Media And Multilingual Customer Service For Airlines
Since the use of social media is rampant these past few years, airlines have also used them for customer service. Many airlines like AirAsia, Delta, Royal Dutch has invaded Twitter for customer service. They have provided 24/7 multilingual customer service for their customers all over the world.
One airline, for example, can answer queries and complaints from customers in 13 languages. Because of that, the airlines’ customer satisfaction rating has gone up drastically. Other airlines have used Twitter for replying to a positive comment made by a satisfied customer.
The use of social media can also turn a sour trip to a nice one with just simple tweets. The airline and the customer can interact well and can have an agreement for mutual benefits.
Language As Part of Customer Loyalty
People are not that difficult to understand. There are people who just prefer speaking in their native language than speaking English or other globally spoken languages. One company told Harvard Business Review that “no matter how fluent an agent is if the customer feels more comfortable with their native tongue, the company should allow it.”
For example, Dutch or French customers are more willing to talk to an airline and book a flight if the agent they are speaking to is using the same language. Like this one Twitter user who commended a Dutch airline for speaking Dutch to a customer even though the customer completely understands English.
Having a good customer service should not be hard. If your airline, or any other company, is having a hard time doing it, you may contact us and we’ll gladly help you!
