What is a best practice for obtaining assistance when supporting a customer whose primary language is different than yours?

Seeking assistance when frustration levels are increasing is a best practice because it ensures that the customer's needs are met effectively and that the interaction does not escalate into a negative experience for either party. When customers face language barriers, it can lead to misunderstandings, and trying to resolve issues without proper communication can heighten their frustration. By reaching out for support, whether from a bilingual team member or a translation service, you can provide more accurate assistance and enhance the customer's experience.

It’s important to recognize that navigating language differences requires patience and support; relying solely on limited communication or insisting the customer communicate in English does not promote a positive interaction. Likewise, while automated translation software can be helpful in some instances, it may not always provide the nuance required for effective communication, especially in complex situations. Therefore, involving additional resources early in the interaction is the most productive approach.