Customer Service Skills Test Question 70 – Maintaining accurate communication through an interpreter
Read the customer-service scenario and rate each action independently. The same rating may be used more than once.
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Scenario
A customer attends with a family member who is interpreting. The family member begins summarising questions and answering before the customer speaks. The customer appears uncertain. An accredited interpreter can join remotely, and the service must make sure that the customer understands and gives their own answers.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Continue because the family member knows the customer well and can answer more quickly.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Ask the family member to translate every word exactly and continue without checking whether the customer is comfortable with the arrangement.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
End the appointment and tell the customer to return another day with someone who can interpret more accurately.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Pause the discussion, confirm the customer’s preference and consent, arrange an accredited interpreter if needed and check each answer directly with the customer.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Counterproductive
- Action B: Fairly Effective
- Action C: Ineffective
- Action D: Effective
Members can unlock the detailed explanation for all four actions, including why each rating fits and how to judge similar customer-service situations.
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