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Product ID: 406118EAU
 
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Basic Spanish for Customer Service Professionals

OnDemand Webinar (89 minutes)

Understanding how to communicate with a Spanish speaking customer can help bridge the language barrier and help these customers get the assistance they require.

As Hispanic communities and populations increase at a double-digit rate, the need to serve them in quality customer service does as well. Sadly, the only way most agents today interact with a Spanish-speaking person is by communicating either through an interpreter or an electronic device. Such practices only lead to discomfort, suspicion, or complete misunderstanding. Personal knowledge of the Spanish language not only makes a customer feel more appreciated, but it also leads to a noticeable increase in business growth. The Hispanic community embraces those businesses that show they care. The good news is that even learning a few key phrases can dramatically improve one's ability to communicate. With proper training, it is not long before a Spanish learner is able to handle safety concerns, customer complaints, and essential policy regulations. What a difference it makes when customers and service reps can share a common language.

This information offers applied Spanish for the workplace to facilitate basic communication with those who lack the ability to converse in English. Emphasis is on career-specific terminology that targets the world of customer service. Upon completion, you will be able to communicate at a functional level with native speakers while at the same time demonstrate cultural sensitivity. Emphasis is on verbal interaction while applying language skills in a real-life setting.

Authors

William C. Harvey, Barron's Educational Series, Inc.

Agenda

Overview

• Course Intro and Overview

- What You Will and Won't Learn

- Memorization Tips

- Cross-Cultural Awareness

• Destroying the Myths

- Pronunciation Tips

- Grammar Tips

- Vocabulary Tips

The Basics of Spanish

• Tuning Into Spanish

- The Sounds of Spanish

- Listening Practice: The T.P.R. Technique

- How to Understand a Spanish Speaker

• Survival Words and Expressions

- Words Everyone Knows

- Words You Absolutely Must Know

- The Practice Conversation

• Rules of Spanish Grammar

- The Reversal Rule

- The Once-And-For-All Rule

- The Just-Say-No Rule

Questions and Answers in Spanish

• Common Questions

- Asking for Clarification

- Asking for Information

- Asking for Explanation

• Regular Responses

- One-Word Reply

- Yes-No and Either-or

- The Interactive Interview

• Elaborate Answers

- Estar vs. Ser (am, is, are)

- Tener (have, has)

- Hay (there is or there are)

Specialized Spanish

• Survival One-Liners in Customer Service

• Spanish on the Phone

• Business Words and Phrases

Building Your Spanish Skills From Here

• Beginning Action Words

• Verb Tense or Time

• Practice Suggestions and Beyond