Language Matters

Kathleen Stein Smith, Ph.D

Priceline’s CEO on Creating an In-House Multilingual Customer Service Operation

“In a global consumer-facing business, there’s no question that you must speak the language of your customers, wherever they are. At Booking.com, The Priceline Group’s largest global business (it operates in more than 220 countries and territories), we work hard to meet that goal by employing people who can answer calls in dozens of languages.

Today about 20% of our customers wind up speaking with us on the phone for some reason. Even though many of them are multilingual, when it comes to their personal travel, they want to speak in their native language.”

Read more @ https://hbr.org/2016/04/pricelines-ceo-on-creating-an-in-house-multilingual-customer-service-operation

Languages do matter!

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