Email overseas customers, language differences
Question: There have been a number of occasions where there has been a misunderstanding during email correspondence with overseas customers. I think this is due to language differences. I can’t possibly learn all their languages, so what steps can I take to avoid mistakes?
Answer: This problem seems to be a lot more common than people are prepared to admit. Email has become such a convenient method of international communication. It helps to overcome language difficulties as someone who struggles with their contact’s language can take the time to read, and if necessary translate the message and at the same time take care to compose their reply. It also helps to overcome time differences.
But the new media has introduced problems of its own, as you have found. There are a few simple steps to avoid misunderstandings.
- Read the message carefully, and consider any ambiguities. Don’t be tempted to read between the lines or use intuition to make sense of anything that is unclear. Anything you are not completely sure about, ask them.
- Acknowledge the email, stating clearly what you have understood, and what you are going to do.
- Keep your own written message simple. Write short sentences, avoid jargon, irony and humour, unless you are certain that the reader will understand.
- Get to know how your customer likes to communicate. Some people are confident in writing in another language, but less prepared to use the telephone. For others, it’s the reverse.
- Get to know your customers and win their confidence. If speaking on the phone, speak clearly and don’t rush.
- Repeat what you have understood and what you have said. If you have a telephone conversation and there is even the slightest chance of a misunderstanding, send another email straight away setting out what was agreed and what you are going to do. Always make your intentions clear.
- When something goes wrong, take time to analyse what happened and take steps to avoid a similar misunderstanding in future.
Visit www.croner.co.uk/trade for more information.
Comments from TW Languages
We work with a number of clients in supporting their ‘international communication strategy’. One of the methods used is to provide an immediate email service. TW Languages sets up a translation account for the client and accumulates the words translated within each email sent and received. This is a quick and cost effective method of communicating with overseas businesses in their own language and culture. For those businesses who like to speak direct to their client, a conference call is a useful way of providing a personalised customer service. An interpreter is the liaison between all parties and again another cost effective and useful method of communicating.
If you would like more details in how TW Languages can help with your international communication please contact Janet Perkins (jp@twlanguages.com)