Get Paid to Participate - up to $1 per post!     Twitter     Facebook     Google+
Hosting Discussion
 

Hosting Discussion > Operating a Web Hosting Business > Customer Service and Support Issues > Dealing with customers who don't know English well
forgot password?



Reply


Old
  Post #16 (permalink)   07-08-2009, 04:12 PM
HD Newbie
 
Join Date: Jul 2009
Location: Dallas, TX
Posts: 6

Status: virtbiz is offline
Quote:
Originally Posted by kashirakaze View Post
Using online translators can have bad consequences though. Always run the results it gives you back through the translator to english again to see if it messed up your sentence.
Yes! I once used a Spanish translator, then translated it back to English and it wasn't even CLOSE to what I was trying to say.

Now we have staff resources who can help us with Spanish, German and French. I wouldn't say that we're corporately fluent in those languages by any stretch, but we are fortunate enough to be able to communicate.

We have also considered contracting with a professional human translation firm who could assist in near-real-time but as of this time we do not have the customerbase to support that expense.
__________________
Chris Gebhardt
VIRTBIZ Internet Services
Web Hosting, Dallas Colocation, Dedicated Server
virtbiz.com | ph (972)485-4125 | toll-free (866)485-4125
 
 
 


Old
  Post #17 (permalink)   07-10-2009, 11:07 AM
HD Newbie
 
Join Date: May 2009
Posts: 27

Status: Transient is offline
At the previous host I've worked at, I've never encountered anyone who didn't speak good English. I think people would prefer to look for hosts that are in their own language
 
 
 


Old
  Post #18 (permalink)   07-10-2009, 12:21 PM
HD Community Advisor
 
SenseiSteve's Avatar
 
Join Date: Mar 2009
Location: Saint Louis
Posts: 4,976
Send a message via MSN to SenseiSteve

Status: SenseiSteve is offline
I used to have a book of idioms from countries around the globe. Not only do you need to translate word for word, but for the inflection or purpose of the phrasing. I just found a great reference for Spanish to English Idioms here - very interesting to see how they translate.
__________________
ProlimeHost- Dedicated Server Hosting & KVM SSD VPS
Three Datacenter Locations: Los Angeles, Denver & Singapore
SuperMicro Hardware | Multiple Bandwidth Providers | 24/7 On Site Engineers
 
 
 


Old
  Post #19 (permalink)   07-10-2009, 12:34 PM
HD Newbie
 
Join Date: May 2009
Posts: 19
Send a message via ICQ to NETEL_MAX Send a message via MSN to NETEL_MAX

Status: NETEL_MAX is offline
Language barrier is very difficult ... sometimes the most simple request becomes very complicated since it is very hard to understand what is being asked. Let hope for better translation tools in the future that could really help !
__________________
Max M. Boutin
Netelligent Hosting
 
 
 


Old
  Post #20 (permalink)   07-10-2009, 06:21 PM
HD Wizard
 
romes's Avatar
 
Join Date: Feb 2007
Location: IL
Posts: 1,651
Send a message via Skype™ to romes

Status: romes is offline
You have to realize though that when you translate a language using a program it's going to give you one meaning for each word as to a person will give you a different meaning to make the sentence understandable. But, I havent had a problem so far using my program. I also let the person know I am using one so any mistakes I make is known to them already.
__________________
RomesBlog.net | New Sci Fi Novel! - Aliens, Wars, Backgrounds, Settings and more!
Vanguard Project | Stay up-to-date on the latest news about my sci fi novel!
 
 
 


Old
  Post #21 (permalink)   07-12-2009, 09:14 PM
HD Newbie
 
Join Date: Jul 2009
Location: Chicago
Posts: 30
Send a message via AIM to solarbluseth Send a message via Yahoo to solarbluseth Send a message via Skype™ to solarbluseth

Status: solarbluseth is offline
I usually have one spanish speaking employee on day shift. This helps out a lot at least twice a week. These customers are informed when there is a Spanish speaking representative and the person's name so they can ask for them the next time they call. For the rest I recommend they put in a ticket as its easier to understand and translate through babelfish, a manager responds to these tickets in a very timely fashion to show them we are providing them support even though we have a hard time taking their calls. These customers then submit new tickets in the future and get put into thier own manager queue to be taken care of in a timely fashion.
__________________
Timothy Rhoads
Vice President of Sales and Marketing
Chihosting.com Hosting
 
 
 


Old
  Post #22 (permalink)   07-13-2009, 05:01 AM
HD Newbie
 
Gineey's Avatar
 
Join Date: Sep 2005
Location: India
Posts: 38

Status: Gineey is offline
In our last 6 yrs. hosting business, we have experienced very few cases where we are not able to communicated due to language, because almost all the world is now using English as universal communication language mode, that help us communicate.

Yes, agree while on phone we have different accent and pronounce differently, that create very minimal difference.

Multiple support system like Live Chat, phone, ticket and email help greatly to handle communication problems.
__________________
Gurmeet Kaur

Gineey.com
We will be as We are !
 
 
 


Old
  Post #23 (permalink)   07-22-2009, 12:35 PM
HD Newbie
 
Join Date: Jul 2009
Posts: 49

Status: kvchosting is offline
Quote:
Originally Posted by JamesCWilson View Post
When you have a webhosting company, you may sometimes be contacted by a customer who does not understand English well or whatever your first language may be, which can lead to a lot of misunderstandings, or just general confusion. Some, usually larger companies make use of somebody who can translate for them, while many small companies may not have this option.

My question is, how good are you at dealing with this?
I agree that there would be some misunderstandings, but if you are good enough, you will be able to read the mind of the customer. I haven't lost new customers due to the language issue.
__________________
Thank you,
KVCHosting
 
 
 


Old
  Post #24 (permalink)   09-03-2009, 11:15 AM
HD Newbie
 
Join Date: Sep 2009
Posts: 7

Status: jeswinaugustine is offline
In this world of internet and fast communication , i don't think language can be a barrier. If you have a real trouble in dealing with people who are not familiar with English( i hardly find any because many know at least to manage) you can find translators over internet for free for any language.
I met with a Croatian client once , i hardly understood what she said. But then i searched the internet for Croatian-English translator and wallah it works!! Thanks to internet!
 
 
 


Old
  Post #25 (permalink)   09-14-2009, 02:35 PM
HD Newbie
 
Join Date: Sep 2009
Location: Leeds, UK
Posts: 18

Status: Hydro_Host is offline
I don't really think it is a problem for text-based communication. You can just use a simple translator to get the gist of the problem/conversation. I think that should be enough to get you through the difficulty and they will probably like the fact that you tried.

Things may become a little more complicated if you run into this problem over the telephone.

Like kashirakaze said, always check it back before you post!

Most of the time people wont sign up to your services if you have an English website and they can't understand English.

It has never really bee a problem for us and only comes up about once a year. And we get by when it does happen.
__________________
Hydro Host Affordable UK Web Hosting - cPanel
Shared Hosting Reseller Hosting Domain Name Registration
www.hydro-host.net
 
 
 


Old
  Post #26 (permalink)   09-14-2009, 10:38 PM
HD Newbie
 
Join Date: Sep 2009
Posts: 15

Status: RSkeens is offline
I would often end up re - writing a response a few times to make better use of easier words, etc. It's worth the effort IMO and I am sure they notice it (this is a good thing).
 
 
 


Old
  Post #27 (permalink)   09-16-2009, 01:18 PM
HD Newbie
 
Join Date: Jul 2009
Posts: 14
Send a message via AIM to SingleHopSteph Send a message via MSN to SingleHopSteph

Status: SingleHopSteph is offline
Quote:
Originally Posted by RSkeens View Post
I would often end up re - writing a response a few times to make better use of easier words, etc. It's worth the effort IMO and I am sure they notice it (this is a good thing).
I agree, if you remain patient and repeat the message in different ways usually it will make sense eventually.
__________________
Stephanie Ostheimer
Account Manager
SingleHop Dedicated Servers
www.SingleHop.com
 
 
 


Old
  Post #28 (permalink)   09-18-2009, 07:58 PM
HD Newbie
 
Join Date: Aug 2009
Posts: 40

Status: redrunner is offline
Quote:
Originally Posted by virtbiz View Post
Yes! I once used a Spanish translator, then translated it back to English and it wasn't even CLOSE to what I was trying to say.

Now we have staff resources who can help us with Spanish, German and French. I wouldn't say that we're corporately fluent in those languages by any stretch, but we are fortunate enough to be able to communicate.

We have also considered contracting with a professional human translation firm who could assist in near-real-time but as of this time we do not have the customerbase to support that expense.
A decent translator is well worth the cost if you deal with a lot of clients who speak a foreign language. There is often so much lost with translator software.
 
 
 


Old
  Post #29 (permalink)   09-20-2009, 12:03 PM
HD Newbie
 
Join Date: Sep 2009
Posts: 1

Status: WSHM-Demetris is offline
I believe language barriers can be VERY frustrating, however what alot of hosts need to remember is if you take your time and be patient generally you will get a sense of what the customer is attempting to say to you. I think a little bit of time and patience is suitable to help out in this area.
 
 
 


Old
  Post #30 (permalink)   09-20-2009, 08:12 PM
HD Guru
 
shockym's Avatar
 
Join Date: Jan 2008
Posts: 694

Status: shockym is offline
I am thankful for never getting any support tickets in another language, sometimes with people who use (improper) shorthand that is just enough to make my head spin.

WSHM is right, patience can go a long way and while it may take a few more minutes to correct the issue or answer the question, it makes for a happier person in the end.
__________________
Please your clients & thank them from time to time.......they are just like groupies that keep the band going strong.
 
 
 
Reply
Previous Thread Next Thread


Thread Tools

New Post New Post   Old Post Old Post
Posting Rules:
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts
vB code is On
Smilies are On
[IMG] code is Off
HTML code is Off
Trackbacks are On
Pingbacks are On
Refbacks are On
Sponsored By: