Professional English: Customer Service

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Nowadays, many jobs in Spain are obtained thanks to the English language. The increase in tourists and exports has increased the need for professionals capable of communicating with foreign clients.


However, knowing the language is not enough. To provide excellent customer service, you must be aware of the cultural differences and customs of English-speaking countries (we will focus on the British). Are you really prepared?

Downloadable guide: Learn how to face a selection process in English
What British customers expect from good customer service is that it is fast, efficient algeria phone number list decisive. Geert Hofstede, a specialist in intercultural communication, tells us that British customers expect pragmatic solutions to their problems and common sense. They also expect high-quality service that is reliable and flexible, catering to their personal needs. However, they do not have the concept of the customer being always right and are more understanding of failures. However, you will have to take into account some details.
Keeping the distance
It is said that the British are cold, and although with nuances, this statement is close to reality. At work, polite, distant and very professional behavior is expected. Using emotional arguments or excessive gesturing is not well-regarded.
Unlike in Spain, where we tend to be quite informal and address each other in a friendly way, in the United Kingdom you should maintain a formal approach with your interlocutor. You should bear this in mind when addressing your client, whether on the phone or in person.

British people generally do not look directly at the person they are addressing for long periods of time and do not use much gestures. If you stare at the other person you may appear threatening. The interpersonal distance is also greater than in Spain, so try not to get too close to your client if you do not want to make them uncomfortable. Give them time and space to visit your business.

Physical contact is minimal in public. A light handshake is the norm, even for women. No kissing! As for introductions, you already know how do you do? and then how do you do?

British manners – British Manners
The British are very, VERY polite. Keeping your distance does not mean treating the customer with disdain. The treatment must be very formal and it is better to be too formal than too little.

If you have travelled to the United Kingdom, you will have noticed that they apologize for everything (sorry), even for the smallest inconvenience. They also thank you for everything and greet everyone politely. Well, try to do the same with them or you will seem rude.