This guide covers best practices for addressing requests outside of contracted services and managing situations where requested languages or interpreters are unavailable, ensuring clear communication and efficient solutions.
Managing Requests Outside of Contracted Services
When a customer requests services outside the scope of their current contract, it's important to address their needs while providing clear options for moving forward. This guide will help you handle requests for phone, video, or onsite interpreting when those services aren't yet contracted, and how to offer alternative solutions or connect them with the right resources for future service expansion.
- Requesting phone/video but not contracted for it
“We show your account does not have access to phone or video appointments, however we can attempt an onsite interpreter (or, offer On Demand if applicable). I can connect you with your Account Manager to discuss adding phone and video in the future. Would you like to move forward?”
- Requesting onsite but not contracted
“We show your account does not have access to onsite interpreting, however, we can schedule over phone or video to secure an interpreter now. I can then connect you with your Account Manager to open the discussion on adding onsite to your options. Would you like to proceed?”
- If customer has On Demand as an option
“I see you do have On Demand connected to your account. I can check the list of available languages to ensure what you need can be provided. If so, I can connect you to your Account Executive and they will set up a profile which includes your unique PIN needed to use the service. They can also provide a guide via email for your convenience.“
Handling Requests for Unavailable Interpreters and Languages
This section focuses on handling situations where a requested interpreter or language is unavailable. It provides key phrases and best practices for communicating with customers about language availability issues, confirming necessary details, and offering alternative solutions. By following these steps, you ensure that customers remain informed and supported throughout the process.
- No interpreter for the language requested
“I will check with our internal team to confirm if we are able to provide that language for onsite. May I please have your direct contact information and name? Thank you. To confirm (repeat contact info). I appreciate that confirmation. May I also get the: date of appointment, language needed, subject of appointment, location of appointment (full address)? Thank you. I will relay the information to our team and once we have confirmation you will receive an update from your account manager to discuss applicable costs if they differ from your contract. We will also reach out if we require addition information. Thank you again, for your time. “
- No interpreter available for language requested
“I show the availability of our interpreters currently do not align with your requested date/time. However, I can reach out to your preferred interpreters (if client has any)/them to get their soonest availability and relay that information to as soon as we receive it. May I please get your name and direct contact information? Thank you, to confirm that was (repeat info)? Thank you for that confirmation, we will reach out to the interpreters with urgency and will give you an update by end of day today (sooner if urgent).” CC team to provide update even if there is a negative outcome.