Learning a second language: one of the most valuable skills in Customer Service

Time is one of the most valuable resources we have. Because of its scarcity, it is probably the most valuable of all. For this reason, knowing how to invest our time is essential.

Photo by Charanjeet Dhiman

Based on my experience, I believe that the best use of time is studying and learning a second language. It is a useful life skill and can open many doors if you work in the Customer Service field.

What are the consequences of not learning a second language?

• Losing job opportunities, promotions, or the chance to relocate to other countries.
• Learning a language means understanding the culture and characteristics of a population. Not understanding the needs and expectations of customers can lead to unnecessary escalations and damage the image of the company we represent.

Your goal as a Customer Service Agent is to make the customer feel that their problem has been clearly expressed and that you will make your best effort to resolve their concern. Many of my contacts have started with a frustrated customer but ended with the customer apologizing and thanking me for my work. That outcome is the clearest sign of good contact handling.

What are my recommendations for mastering a second language?  

• Dedicate enough time. I believe 10 hours a week are enough to make steady progress without overloading yourself. In three months, you should already see results at a basic level, and in six months, you'll be entering expert territory.
• You should associate learning with something you enjoy. In my case, I developed an interest in English thanks to video games, to the point of regularly consulting a dictionary. That gave me a solid foundation when I wanted to formalize my studies. Whatever your passion is (movies, books, soap operas, etc.), take advantage of it to deepen your hobby and enjoy gaining knowledge of a new language.
• If you want to go from Expert to Master level, the most recommended approach is to invest in a good language course: it is crucial for the conversational aspect. Research and pay for a course that has a reliable reputation.

It often happens that people get discouraged and stop studying. Why might that be happening to you?  

• If it's due to tiredness, it could be that your schedule isn't well planned. Remember that, while fulfilling our duties is a priority, rest and relaxation are necessary to keep our sanity. Take the time to evaluate your schedule and improve it.
• It could be that the language you chose isn't to your liking. The world is very large and diverse, so you could try another language and see what happens. You might end up exploring better and unexpected paths.
• Perhaps you need to find your own methodology. For example, language learning apps haven’t worked for me, although I’ve seen that they do work for others. Experiment and find what suits your personality best.  

Do you know what could open more doors than mastering a second language? Well, speaking a third language, of course!

I hope this article has been helpful to you. If you need my help with any topic related to Customer Service, don’t hesitate to get in touch.

I hope we read each other next week.

This article is also available in Spanish. Read the Spanish version here.