Customer Service Skills Test Question 14 – Using an interpreter instead of a child
Read the background and customer communication, then choose the response you would be most likely to give. Repeat the task after the customer follow-up.
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Background
A customer is struggling to understand questions about a sensitive application. Their teenage child is interpreting during the call. The service can provide a professional interpreter at no cost.
Customer communication
Customer: My child can translate. Please just ask the questions through them because we do not have much time.
Which response would you be most likely to give?
Response A
We cannot continue unless you call back with an adult family member who speaks English.
Response B
I can arrange a professional interpreter so we can speak directly with you and protect the privacy of the information. I will explain how long that will take.
Response C
If you are happy for your child to translate, we can continue with all the questions now.
Customer follow-up
The interpreter wait is about twenty minutes, but the customer says they must leave in ten minutes for another appointment.
Which response would you be most likely to give next?
Response A
We should continue through your child so the application is not delayed.
Response B
Call back whenever you are free and ask the next adviser to arrange an interpreter.
Response C
I can book a call at a time that suits you with an interpreter already arranged, or we can wait now if you prefer. Which option works better?
Click to reveal the answers
- Initial customer communication: Response B
- Customer follow-up: Response C
Members can unlock the full explanation for all six responses, including why the recommended replies are strongest and what makes the other choices weaker or unsafe.
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