The Homework Blog

While Translation Services Must Offer Excellent Customer Service, Only Few Have The Resources To Do So

March 17, 2010 11:08 pm admin Business

Why do so few translation companies provide a low quality service when everyone knows that serving the customer well comes first? “The idea and action of providing a quality customer service often do not match even though they tend to be very simple,” claim the Italian Translator services company. We, at The Marketing Analysts, try to improve our service delivery every day. Consequently, this article will the define the possible steps in building an interpretation and translation organization whose aim is to serve the customer well.Think about the poor way you were treated as customer and you complained about it recently. Did the company response to your complaint resolve your problem and did this make your more faithful to them because of treated you as a valued customer? Millions of complaints are made every day to companies throughout the world, and while most companies try to hide from complaints, this article series will show you how each complaint is actually an occasion to increase the value that you provide to your customers.We at The Marketing Analysts aim at providing our customers with the most satisfactory service. Creating a service-oriented approach will help us to achieve our long-term goal – namely the customer’s satisfaction. Our belief is that if this cultural concept functions properly, the prerequisites of providing a high-quality service will fit in the puzzle by themselves. If you can turn your French Translation and Interpretation organization into a complaint-friendly organization by following the steps outlined in this book, then you will be well on your way to being one of those rare companies that deliver great service. This is not a job for everyone and it is time-consuming. This should happen steadily, and will require effort, so please read these articles for useful advice.

It has been over fifteen years since the first edition of our customer service guide was published. We cannot but confess that what we thought of at first was that insufficiently administered complaints would vanish due to the investments we made in our employees’ coaching. Many employees from translation organizations that have tested our training strategy have assured us of the great improvements they have experienced. It is worth noting a Medical Translation company in the city of Boston which took an illicit advantage of our training books which resulted in their reorganizing of the complaint handling process.But while other translation companies that are located throughout the world have been quick to adopt our training programs, we assumed that customer satisfaction would skyrockets as customer complaints dropped to infinitesimally small numbers. But while we were thriving, the other companies worldwide failed to achieve the same success.In this series of articles, we explore complaints because they are a fun topic for speeches. The way most people react to situations in which complaints are not resolved is laugh their brains out and then never do business with the same company. Complaints should have been acknowledged as positive but most people did not think so. Finally, a large number of translation organizations did not learn any lesson as they increased the number of mistakes significantly.