Being an exceptional interpreter goes beyond skill; it means delivering outstanding customer service to both Deaf and hearing clients alike. Every interaction is an opportunity to showcase professionalism, empathy, and cultural awareness. At The SOS Agency, we prioritize customer service from start to finish, and here’s how interpreters can follow suit.
1. Communicate Respectfully and Warmly with All Clients
- Acknowledge Both Parties: When you arrive, introduce yourself to both Deaf and hearing clients. This simple gesture sets a tone of inclusivity and professionalism.
- Address Needs Equally: Remember, both clients deserve your full attention. If questions arise from either side, respond to each with equal respect, keeping all parties engaged in the conversation.
2. Set Boundaries and Manage Expectations
- Establish Your Role as a Neutral Party: It’s essential to explain that your job is to facilitate communication and not to provide advice, express opinions, or act as a mediator. This clarification helps both Deaf and hearing clients understand your role.
- Set the Tone for Interaction: Briefly clarify how you will be working together, particularly if clients are unfamiliar with interpreters. Letting them know what to expect helps build trust and manage expectations.
3. Stay Calm and Professional Under Pressure
- Adapt and Be Flexible: If unexpected situations arise—such as a change in location, a schedule delay, or an emotional topic—handle them calmly and with a problem-solving mindset. This adaptability reassures clients and showcases your professionalism.
- Maintain a Positive Attitude: Even in high-stakes or tense situations, a positive attitude goes a long way. Smile, stay composed, and handle each interaction with poise, as this helps foster a more comfortable atmosphere for all parties involved.
4. Foster a Welcoming Environment
- Be Personable, Not Just Professional: Small gestures, like making eye contact, greeting people warmly, or using friendly but respectful language, help put both Deaf and hearing clients at ease.
- Practice Empathy: Imagine the experience from both clients’ perspectives, as it helps you understand their individual needs and adjust your approach accordingly. This sensitivity goes a long way in creating a positive, welcoming atmosphere.
5. Build Trust Through Reliability
- Be Punctual and Prepared: Arriving on time, well-prepared, and with a professional demeanor shows both clients that they can rely on you. Being dependable establishes trust and leaves a lasting impression.
- Communicate Openly: If adjustments are necessary (like for interpreting preferences or clarifications), don’t hesitate to communicate openly with both clients. This transparency reassures them that their needs are being prioritized.
6. Respect Confidentiality and Professionalism
- Hold Confidentiality as Sacred: Both Deaf and hearing clients need to feel safe in your presence, trusting that their conversations are private. Maintain confidentiality and avoid discussing interpreted information outside of the assignment.
- Act with Integrity: Treat all interactions with honesty and integrity, demonstrating that you value each client’s trust and the profession’s ethical standards.
7. Be Proactive in Problem-Solving
- Address Client Concerns Promptly: If you sense that a client is confused or uncomfortable, take the initiative to check in with them, ensuring both parties understand the information. Small moments of attentiveness can often resolve issues before they escalate.
- Offer Solutions for Accessibility Challenges: When facing logistical challenges—like seating arrangements for visual clarity or noisy environments—suggest adjustments that could improve accessibility and comprehension for both clients.
8. Follow-Up for a Complete Experience
- End on a Polished Note: Just as a strong introduction is important, so is a gracious closing. Thank both clients for the opportunity to work with them, and, if appropriate, provide a quick recap or summary to wrap up the session.
- Seek Feedback (if Applicable): If the setting allows, invite constructive feedback from both Deaf and hearing clients. Their perspectives can offer valuable insights on how to further improve your interpreting skills and service delivery.
In every assignment, aim to go above and beyond with both your interpreting skills and customer service. Together, these elements will help you stand out and keep our commitment to our customers, as a truly exceptional interpreter and trusted service provider.
