Customer Service

What is the appropriate way to answer a call?

• By stating your name, interpreter ID and language you are interpreting.

• By sying "hello" "here" and "how are you"

• By using a different name every call.

What is a proper form to address the client/lep?

• not addreses them at all

• Informal

• using an appropiate tittle

what to do with an upset client/lep?

• transfer the call

• disregard their concerns

• Remain patient and helpful

How should we greet the LEP?

• Hello, I’m the interpreter today for you and Sara. (Then Ask Instructions from the client)

• Hi, My name is --- and I will be interpreting for you today.

• Good Morning, This is --- your spanish interpreter for today.

What to do when LEP is the only Party on the line?

• Inform the english speaking person is not on the line and ask to call back the original number

• Tell them this is not the correct number and hang up

• Inform them that we can help them in the future if needed.

What is considered a secure work environment while interpreting?

• With babies crying or dogs barking in the work at home background

• with a quiet atmosphere with no distractions

• with background music and your cellphone near you

What you should do initially with the client?

• You should follow client's instructions throughout the call, especially at the beginning of the call, when the client begins to provide you with specific instructions.

• You should put them on hold to gather account information in the system.

• You should interupt the client and ask them for his date of birth.

What do you have to do if the client does not provide specific instructions?

• Continue with the information that you think is the correct one.

• You may politely tinitiate he call by saying to the LEP person, in-language, 'Hello. I will be the interpreter for this call. How may I help you? How may I help you?

• Just wait for the LEP to speak.

What is contemplated as a rule for closing the call appropriately?

• Using closing phrases such as “you got it!”, “Hey, any time!” or “Bye!”

• Leaving the client with a positive impression of the service provided

• Wait for the client to initiate the closing or disconnection before we drop the call.

What should you do when you have been on hold with the LEP for 15 minutes?

• Unless the client instructed to wait for a longer period, you should recommend the LEP to hang up and call the client back.

• Stay on the line until the client comes back.

• Hang up and proceed to take other calls.