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#Post#: 77027--------------------------------------------------
Need work advice regarding customers who only speak Spanish
By: spunkyboy08 Date: September 4, 2022, 11:17 am
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I work as a fuel center clerk for a *major grocery store chain*,
and there are times when the fuel center clerks need to solve
customer issues regarding the fuel pumps. This *major grocery
store chain* has a program where you earn fuel points when you
grocery shop. You use your fuel points when paying at the pump
so you gas is cheaper. You use your rewards card to do that. The
cashier scans your rewards card before you pay for groceries,
and the fuel points are added to your rewards card.
The customer pays at the fuel pump and then has one of the
following issues
The fuel pump stopped pumping gas for some reason. What the
exact reason is we do not know since the fuel center clerk was
not at the fuel pump when that happened.
The customer did not know how to use the fuel points, and just
paid for the gas without using the fuel points
The customer used some of their fuel points, but they really
wanted to use more of their fuel points
The problem is this...
Once you pay for gas, and pump the gas, there is not anything we
can do to solve this issue.
The register and the computer inside the kiosk are not
programmed/designed to 1) add lost fuel points back to your
rewards card or 2) put lost fuel points back on your rewards
card
There is a full-time fuel center lead and a full-time assistant
fuel center lead.
The assistant fuel center lead is bilingual.
Whenever there is an issue at the pump, and the customer 1)
comes to the fuel center kiosk window to let us know what the
issue is and 2) only speaks Spanish, he wants us to ask the
customer what the issue is and what the customer wants done. He
wants us to solve the issue or to attempt to solve the issue.
The problem is that I am not bilingual.
What is the best way to get across to him that I do not speak
their language and so it is difficult for me to do that?
What should I tell the customer when there is a language
barrier?
What should I tell him regarding the language barrier?
The best thing I can think of is to call the main store to see
if there is anyone to translate.
#Post#: 77028--------------------------------------------------
Re: Need work advice regarding customers who only speak Spanish
By: sandisadie Date: September 4, 2022, 1:10 pm
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I think your employer should make up a large card in spanish
stating that you do not speak the language and directing the
customer as to what they should do at this point in their
purchase of fuel. This should be posted in plain view of the
customer. You could also be wearing a small sign on your shirt
which states you do not speak the language and directing them to
the sign. If another employee does speak the language then they
should be wearing a small sign indicating such.
#Post#: 77029--------------------------------------------------
Re: Need work advice regarding customers who only speak Spanish
By: Aleko Date: September 4, 2022, 1:24 pm
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Well, for a start, in your place I'd memorise* how to say 'Lo
siento, no hablo español. ¿Hablas algo de inglés?' It's always
possible that the customer speaks at least some English and is
only speaking Spanish because they expect the clerks to be
bilingual; if they know you don't, they may be able to explain
adequately what they want in English.
And I'd tell the assistant fuel center lead "Sorry, I don't
speak Spanish. I'll ask customers if they speak any English, but
if they can't explain their issue in English then I will simply
have to call on you'. I get that this person doesn't want to
spend half their working day being called away from their own
tasks to translate, but it's utterly unreasonable to tell you to
'resolve the customer's issue' if you have no language at all in
common with them.
*Another option might be to print out a card to carry in your
pocket, saying 'Lo siento, no hablo español. ¿Hablas algo de
inglés?' You could have another saying (or you could print on
the other side) 'Intentaré conseguir un compañero de trabajo que
sí lo hable.'
#Post#: 77031--------------------------------------------------
Re: Need work advice regarding customers who only speak Spanish
By: spunkyboy08 Date: September 4, 2022, 3:20 pm
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[quote author=Aleko link=topic=2396.msg77029#msg77029
date=1662315872]
And I'd tell the assistant fuel center lead "Sorry, I don't
speak Spanish. I'll ask customers if they speak any English, but
if they can't explain their issue in English then I will simply
have to call on you'. I get that this person doesn't want to
spend half their working day being called away from their own
tasks to translate, but it's utterly unreasonable to tell you to
'resolve the customer's issue' if you have no language at all in
common with them. [/quote]
I understand that part of the assistant fuel center leads job is
to coach employees on how to solve issues, but the solutions
need to be practical and reasonable.
Expecting the employee to 'resolve the customer's issue' when
there is a language barrier is not practical nor reasonable.
#Post#: 77032--------------------------------------------------
Re: Need work advice regarding customers who only speak Spanish
By: DaDancingPsych Date: September 4, 2022, 3:23 pm
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I agree with others finding a way to communicate that you do not
speak Spanish to the customers would be good. As someone
mentioned above, if they know enough English that the two of you
may be able to work through the problem.
I also agree that you do need to explain to this coworker that
you don't speak Spanish. If they can't be bothered to assist
(and maybe they do have a good reason), then the issue needs to
be escalated up the chain of command for an answer.
It's not clear to me that without the communication issue if you
can solve these problems. If there is nothing that you can do,
then it might be helpful to add to the sign or even your spiel
that, too. In Spanish... "I'm sorry, I do not speak Spanish. We
are unable to correct any issues with the fuel points. Instead
you will need to (whatever the resolution needs to be.)" If this
is all that your coworker is doing is convey the above, then it
makes sense to me to find another way to communicate it the
customers.
#Post#: 77037--------------------------------------------------
Re: Need work advice regarding customers who only speak Spanish
By: Jem Date: September 4, 2022, 7:31 pm
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Are you in the US? I would hope that anyone living or visiting
here would grasp that English is the main language in the USA
and understand when a person is not able to understand a foreign
language. This sounds like a management issue, but if it keeps
happening maybe management should make a written FAQ in whatever
languages are most frequent. It is not reasonable to expect a
general employee to be fluent in more than their native
language. That is a specialized skill (or something expected of
someone living in a country that speaks a language other than
their native language).
#Post#: 77044--------------------------------------------------
Re: Need work advice regarding customers who only speak Spanish
By: jpcher Date: September 5, 2022, 11:19 am
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I agree with all of the above that this is a management issue
that you should not have to solve yourself. You can make
suggestions to the manager, showing initiative and willingness
to find a solution but I do believe that it is up to the manager
to implement any new procedures.
[quote author=spunkyboy08 link=topic=2396.msg77027#msg77027
date=1662308224]
The best thing I can think of is to call the main store to see
if there is anyone to translate.
[/quote]
This is a great thought. However management would have to be on
board with this, schedule/coordinate with the main store for
someone to be on call as a translator so that you're not willy
nilly calling the store hoping that someone would be available
to help out.
The FAQ poster is another very good suggestion that you can
bring up with your manager.
Or possibly a business card sized type of thing that you can
hand out, adding the personal apology touch of customer
interaction. Something official with the *major grocery store
chain* logo on it stating "WE (important that you're not singled
out) apologize for any inconvenience. Please call 'this phone
number' and someone will gladly help you. We strive for customer
satisfaction" Not the best wording, but something along those
lines.
[quote author=spunkyboy08 link=topic=2396.msg77027#msg77027
date=1662308224]
(snip)
he wants us to ask the customer what the issue is and what the
customer wants done. He wants us to solve the issue or to
attempt to solve the issue. The problem is that I am not
bilingual.
What is the best way to get across to him that I do not speak
their language and so it is difficult for me to do that?
[/quote]
By 'He' I take it that's your manager, right? He wants you (all
inclusive, with your co-workers) to handle the issue.
So handle it by giving him the above (and other thoughts that
you might have) suggestions. Get your co-workers on board, ask
them for ideas. I'm betting you're not the only non-bilingual
employee and this is not solely your own problem, it affects
others as well.
I strongly encourage you to approach your manager with
solutions. If your manager doesn't implement any of your
suggestions and puts it back on your shoulders then kick it up a
notch. Since this is a *major grocery store chain* you have
upper management or even HR on your side.
Your job description does not include/require a bilingual
talent.
OR! LOL! Ask your manager to pay for language classes so that
you can learn the Spanish language. Add in the thought of
learning sign language for any hearing-impaired customers or
Arabic, or Italian ;D
#Post#: 77045--------------------------------------------------
Re: Need work advice regarding customers who only speak Spanish
By: Lkdrymom Date: September 5, 2022, 11:21 am
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There should be instructions at each fuel pump in Spanish and
English explaining the procedure.
#Post#: 77057--------------------------------------------------
Re: Need work advice regarding customers who only speak Spanish
By: Hmmm Date: September 6, 2022, 9:12 am
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I agree with the others. The first thing to do is to make sure
management puts instructions in Spanish at the pump. They should
also note that the clerk can not resolve fuel point issues once
the gas has been paid for in both English and Spanish.
When you say the manager "He wants us to solve the issue or to
attempt to solve the issue." how does he expect you to resolve
it if you can't do anything about misapplied points? Even with
English speakers, you would just be able to tell them why you
can't resolve their issue.
I also think that asking the customer if they speak English
might be a bit of a help.
#Post#: 77058--------------------------------------------------
Re: Need work advice regarding customers who only speak Spanish
By: Winterlight Date: September 6, 2022, 9:18 am
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[quote author=Lkdrymom link=topic=2396.msg77045#msg77045
date=1662394888]
There should be instructions at each fuel pump in Spanish and
English explaining the procedure.
[/quote]
This. Also, can you bring your phone along or have a computer
monitor that you can turn to the customer? Google Translate or
something similar can at least help you stumble through things.
I do this with library patrons.
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