The Active Offer - At the Heart of Service Excellence
Transcript
Shopper:
Hello!
LOCATION SOUND: Sound of shoppers, buzz of conversation
SERVER'S SPEECH IS GARBLED.
Shopper:
When people don't greet me in my own language, it makes me feel unwelcome.
LOCATION SOUND
TRAVEL AGENT'S SPEECH IS GARBLED.
Travel Customer:
When I can't get information in my own language, it makes me feel confused.
HAIRDRESSER'S SPEECH IS GARBLED.
Client:
When I can't get service in my own language, it makes me feel that people are looking down on me.
MUSIC
Service Canada Agent:
Hello! Bonjour! How may I help you? Comment puis-je vous aider?
MUSIC
Host Agent:
At Service Canada, we understand how our clients feel about being served in their official language of choice.
Host Agent:
Using both official languages is at the heart of service excellence and it is essential to doing our jobs well. Hello! Bonjour! How may I help you? Comment puis-je vous aider?
Host Agent:
The English term Hello! in the standard Service Canada greeting of Hello! Bonjour! may also be replaced by Welcome! at the discretion of regional management. There are two kinds of greeting: visual and verbal. Both are important.
Host Agent:
A sign like this one is a visual welcome.
Host Agent:
In Québec, use French first. Everywhere else, use English first.
Host Agent:
As an agent in an office that is designated as bilingual, I am proud to take the lead with clients. And I greet them in both official languages. It's what we call the Active Offer of Service.
Host Agent:
Hello! Bonjour!
Service Canada client:
Hello!
Host Agent:
The official language the client uses to reply is the language they prefer to use, so the conversation must continue in that language. But what if you don't feel you can give good service in that language? What do you do?
Host Agent:
If you can't help the person in their preferred official language, you must find a colleague who can.
Host Agent:
But first you must say, "One moment, please" or, "Un instant, s'il vous plaît".
Host Agent:
If you work in a service centre that is designated bilingual, the manager is responsible for ensuring there is always someone on duty who can help clients in their official language of choice.
Host agent:
In a designated bilingual centre, all forms of communication must be in both official languages. That includes all written material.
Host Agent:
It's a legal obligation to serve people in the official language of their choice, but personally, I don't think of it as a duty. I just treat people the way I'd like to be treated.
MUSIC
Travel Customer:
When I go to a Service Canada Centre, I feel that I am respected…
Hair Salon Customer:
That I am important…
Deli Shopper:
…and that people care.
MUSIC
Host Agent:
Remember, show that you care by using both official languages with your clients. It really is at the heart of service excellence.
MUSIC
MUSIC OUT