What to do when a client complains about low translation quality

What to do when a client complains about low translation quality
low translation quality

An angry burst up from an angry client is not one of the best experiences for any business person out there. Yet, it is something we as a translation company, and every other business out-there experience sometimes. Clients will often become annoyed if they feel their received low translation quality which is not up to their expected standards: from late deliveries to missing products. Business owners try to reason with angry customers, which fail most of the time. The customer only gets angrier and escalates his/her accusations. Many business owners lose their loyal customers in this manner, hurting their business in the end. This post will highlight ways to deal with unhappy clients.

 

Low translation quality: what to do when the client is not happy

Adjust your attitude

As soon as you realize that the client is not happy, the first thing to do is to put yourself into their mindset. This will ensure that you give your unhappy customer undivided attention.

Listen attentively and actively

The first step when dealing with an unhappy client is to listen to them actively. Pay close attention to their grievances. Take a neutral approach at the start of the conversation and do not rush to try and solve the problem without understanding your client. Resist the temptation to interrupt your client when complaining about low translation quality.

Remember to echo their concerns

Once the unhappy client is done airing their concern, take time to repeat every problem they have stated to ensure that you are addressing the right concern. Your questions to the client should identify the problem. Always be calm and as objective as possible. By repeating their concerns, a client will be convinced that you are actually listening to them and will calm down.

Empathize with your client and apologize

If you are sure that you have understood the concerns of your client, be empathetic. Make them feel that you understand why they are angry. Assume a body language that communicates empathy and understanding. You could say, “I am sorry we delivered your goods a bit late. I totally understand why you are mad. I would be mad too”. When not dealing with the client yourself, in your correction report mention the problems, the solution adopted and explain why your way of translating isn’t going to low translation quality.

Find a solution

After you have shown an unhappy client empathy, and understood their concerns, you need to find a solution. You can ask them how they would like you to handle the situation. If you offer a solution to the client and they decline it, you can give them the opportunity to solve the problem. Ask them to identify a solution that will make them happy.

Resolve problem

Resolve the problem and follow up

Take action if there was a problem with your translation. Explain to the client the steps you are going to follow to solve the issue. Follow up with the client to find out if they are happy with the solution.

Use the feedback to avoid future problems

Revisit the whole issue, and identify how the problem started. Fix any potential problems that could arise from a similar issue, and avoid similar situations in the future. Because we are aiming to provide high translation quality, we make sure that low translation quality issues are always dealt with utmost attention.

Profetional Language Translator

Profetional Language Translator

A professional language translator should make your life easy. But if your translator is making your life harder, then it is time to hire a new one. If you hire a translator who is not qualified enough to handle the translation tasks your business needs, then you and your business will have to suffer. When you have poorly translated documents to share with potential clients, it will harm your company’s image. A professional language translator should be one who is fluent in multiple languages and can easily translate documents and files into languages your business regularly requires them to.

Your company’s professional language translator should know how your business works so they can do their job in a better way. If you find it hard to locate a translator who is an expert in translation and your required field, then the best option is to hire a translation agency. A good translation agency can provide you translations in as many languages as you want on time and at cheap rates.

low-translation-quality

Low translation quality

Low Translation Quality? sounds an exaggeration? if you are a translator who loves their work, this sure would seem like an allegation to you. But no matter how much you hate it, you can hear it from clients all the time. So to prevent this, here are a few tips that we can give you.

• Ever heard the phrase, first impression is the last impression? well, that’s what you have to do. Even before initiating a project, give your potential client some kind of proof that you know your work like the back of your hand. Speak of a similar project, offer them insight and be as articulate as you can be.
• Never Underestimate your client. You may think that you know translations better than your clients or that they seem ignorant to you. But that could worsen things long before you even realize it. So stay calm with them, hear what they have to say, address all their concerns.
• Most Important, stay positive. Criticism is not always for the sake of criticism, sometimes, it’s for the sake of betterment, so take it as an advice.

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