The other day I had an
old Japanese gentleman customer saying he cannot view his bill online. He has been
at our website accordingly for several hours and he said the webpage is loading
and loading.. and loading.. He has
Windows 8 laptop connected to internet through WIFI. We were both struggling as
he speaks little English. He agreed we do a screen sharing for me to know the
cause of the trouble.
OMG! I logged in to
his computer and found out it was in Japanese language! I managed to explain we
download Chrome as IE was causing the trouble. He struggled translating to me
some of the dialog box on his computer from Japanese to English. True enough,
after downloading Chrome, he was able to log in to our website and viewed his
online bills.
He apologized for him not thinking straight as
he had a bad day. I said not his fault but it was the browser, and that, he is
smart as despite our language barrier he was able to guide me to resolve his
trouble. I do hope I made him feel good by saying that, in addition to
resolving the issue he called about.
We may have language barrier but the most important is we can communicate and be
understood. If there is something I like in my job. Helping and sharing with
customers what I knew. I may not see the happy expression on their faces. Yet
the tone of the voice is enough to say I made a difference, even for just a
brief moment in their lives.
