Complaint Handling for Lango Pro and Clients: Best Practices and Guidelines

This article provides strategies for handling complaints from Clients and Lango Pros, focusing on listening, documenting issues, and offering solutions, along with guidelines for common problems like tardiness and no-shows.

Taking in complaints

• Lango Pro

  Below, you will see a few tips on how to take in a complaint from a Lango Pro and provide them with excellent support

  • Listen attentively: Allow the Lango Pro to explain the situation/issue without interrupting while being sympathetic and understanding. You may use phrases like:
  1. "I understand how frustrating this must have been."
  2. "I see how upsetting this situation is."
  • Clarify and confirm: Ask clarifying questions to make sure that you have everything down and understand the situation before moving to the next step. This will ensure that you document the situation properly.
  1. “Can you clarify what you mean by…?”
  2. “I want to make sure I’ve got all the details right before we move on. Can you confirm…?”

  • Document the complaint: During the call, document the whole situation/issue. Starting from the complaint put in by the client to the resolution that you are providing and everything in between. - That can be done in Notes in the Platform used as well as logging in a ticket in HubSpot and assigning it to the proper pipeline as needed.

• Guidelines for handling specific issues
  
  Not Getting Enough Appointments:

1. "The invitation gets sent to all available interpreters who fit the criteria for the request made. The rule is first, first serve, so you have to accept as soon as you receive the invitation. We suggest that you enable the notifications from the app since they come in faster than the emails/SMS. Also, can you please confirm the languages and the communication types you are able to do so I can check if all permissions are on?"

       Appointments Getting Canceled Last Minute:

1. "I’m really sorry to hear that your appointment was canceled, especially while you were on your way there. Unfortunately, we weren’t notified in advance of the cancellation either; the requester just reached out. Since the cancellation was within 24 hours, you will still be compensated for the appointment as per our policy.”

Not Being Let Into a Meeting:

1. "I’m sorry that you were unable to get into the meeting. We are reaching out to the requester right away and letting them know that you are waiting. We will get back to you as soon as they respond”

• Client

  Here are a few tips to ensure that we provide the best care for our clients:

  • Listen attentively: Allow the customer to explain the situation/issue without interrupting while being sympathetic and understanding. You may use phrases like:
  1. "I understand how frustrating this must have been."
  2. "I see how upsetting this situation is."
  • Clarify and confirm: Ask clarifying questions to make sure that you have everything down and understand the situation before moving to the next step. This will ensure that you document the situation properly.
  1. “Can you clarify what you mean by…?”
  2. “I want to make sure I’ve got all the details right before we move on. Can you confirm…?”
  • Acknowledge and empathize (without over-apologizing): Apologize for the situation by using phrases such as:
  1. “I’m sorry this has happened. I am here to help”

  • Document the complaint: During the call, document the whole situation/issue. Starting from the complaint put in by the client to the resolution that you are providing and everything in between. - That can be done in Notes in the Platform used as well as logging in a ticket in HubSpot and assigning it to the proper pipeline as needed.

  • Provide a solution or next steps: If you can resolve the issue, offer a solution. If there is nothing you can do, consult with a Senior member or your manager if needed. If not, let the client know that their complaint is being noted and someone will reach back. You can say:

  1. “I’ve taken down your complaint, and our team will reach out with an update shortly.”
• Guidelines for Handling Specific Issues:
  
  Interpreter No-Show: If the interpreter doesn’t show up for the appointment, depending on the language/communication type, you may be able to offer to find a replacement for the client. If the client refuses or you cannot fulfill the new request, you must cancel the appointment.

1. “I’m sorry, the interpreter you were scheduled with has not arrived, we have reported it to the proper team. Would you like me to find a replacement? If not, I will go ahead and cancel the appointment.”

Technical Issues: For any technical issues (such as internet, audio, or video problems), you will most likely not be able to resolve them directly. In these cases, log the issue as a ticket. For instance:

1. If a 1.5-hour appointment has only lasted for 10 minutes before encountering technical issues, cancel it and offer to find a replacement.
2. If the technical issue occurs an hour into the appointment, leave a note for the Verification Specialist to adjust the end time, as the interpreter’s time has been impacted.

Interpreter Tardiness, No answer: If an interpreter is 15 or more minutes late and is not answering, treat it as a no-show, no answer. This applies to onsite, VRI, and OPI appointments.

1. “Apologies for the delay, the interpreter is unresponsive. I have reported this matter to the proper team. Can we try and look for someone who can join virtually or through the phone?”

Interpreter Tardiness (with an Excuse): If an interpreter is late but has an acceptable excuse (for example, traffic or personal delay), inform the client of the estimated arrival time (ETA) and ask if they’re willing to wait. If the client agrees to wait, note the updated ETA in the appointment, so the Verification Specialist can adjust the start time if needed.

1. “I apologize for the delay, the interpreter is running about 10 minutes behind due to traffic. They should arrive at [new time]. Would you be comfortable waiting for them to arrive?”