If you require a bilingual representative, the following procedure must be followed without exception:
 

1. First, tag @Everyone so the entire team is immediately aware of the request. While remaining on the line with the customer. DO NOT PLACE ON HOLD.
 

2. While waiting for a bilingual representative to respond, remain on the line and offer your assistance to the customer to the best of your ability.

 

 

Here are 2 script examples you can use to offer your assistance:

“I’m sorry, but there’s no Spanish-speaking rep available right now. I’m here to help and will do my best to assist you. Let me know how I can support you today.”

or

“Hi, thanks for calling. I’m really sorry; there’s no Spanish-speaking rep available right now. But I’m here to help and will do my best. What can I help you with today? "
 

3. If no bilingual representative becomes available and they are insistent of speaking with a Spanish speaking agent, take down the customer’s phone number, inform them we will call them back promptly, and ensure the number is posted so the return call can be made.
 

Please note: Under no circumstances should a customer be left on hold so long that they disconnect. This is unacceptable and reflects poorly on our service.
 

It is imperative that we handle these calls professionally and efficiently to maintain the customer’s confidence and trust.