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Lost in translation.
It’s hard to communicate when you simply don’t talk the same language. So what do you do when your car breaks down, and you can’t explain where you are and what’s wrong?
A customer was travelling in South East Queensland, when their vehicle broke down. So they contacted the Roadside Assistance provider appointed by the manufacturer of their vehicle, Mondial Assistance, for help.
Our Roadside Customer Service Assistant, Emma Beehan-Shanks answered the call. Because the customer spoke very little English, Emma had difficulty understanding them. Emma advised the customer that she would call back shortly with a translator.
Within 10 minutes, Emma located a staff member who spoke the customer’s language. Sha, a member of the Mondial Assistance Medical Assistance Department, called the customer back and was easily able to determine where their vehicle had broken down, and that it required towing.
Following Sha’s conversation with the customer, Emma organised the vehicle to be transported to the local dealership for repairs, while a taxi was arranged to take the customer home.
ABOVE LEFT: Roadside Customer Service Assistant, Emma Beehan-Shanks broke down language barriers to help a customer whose car had broken down.
You’re in good hands with Mondial Assistance.
Our ability to provide easy access to resources through the Mondial Assistance global community, means we are truly connected to the people we’re assisting in a caring way. In this case, our cultural mix of multi-lingual employees, helped us deliver effective customer service to our client and their customer.
In 2007, our Automotive Assistance team helped with 71,700 roadside breakdowns Australia-wide, and 3.5 million cases globally. Yet, in every case, we strive to provide a superior level of personal service, which sets Mondial Assistance apart.
Mondial Assistance Australia is a leading provider of assistance services. Around the clock, around the world, we're always ready to help you - whatever it takes.
Page update: 02/06/2008