Have you ever found yourself responsible for having a company’s website translated into 30 different languages? Ever needed an urgent translation of a press release into English or have files in several different formats translated? What about struggling with a massive localisation project or having difficulty arranging interpreting for a multilingual conference because you simply didn’t know how to handle it in a technically smart, cost-effective and high-quality way?
When faced with challenges like these, who can you turn to?
Heroes of the hustle and bustle
Translators translate, but at a language service provider, the reins are firmly held by project managers, – or Translation and Interpreting Services Managers, as we call them. Their main task is to identify customer needs, create a project plan for each assignment, find the best resources and steer the project through to its successful completion. The Translation or Interpreting Services Manager finds the best available language experts for the work and ensures that the customer’s expectations are met. The successful completion of a translation or interpreting assignment, large or small, is in their hands – which is no trifling matter, even if it might seem so.
Project management at a language service provider is typically hectic, from morning to evening. Inquiries, deliveries, meetings, urgent projects and all manner of challenges bombard project managers from every conceivable direction. Project managers must keep their cool and make sure they don’t drop the ball. Recently, a colleague told me that during just one day they had written or received more than 100 emails, to or from customers, language experts or other people involved in their projects.
In addition to technical knowledge, Translation and Interpreting Services Managers are also required to have excellent language and customer service skills. What is more, they need to be quick-witted, have the ability to tolerate pressure and possess excellent communication skills, among other essential qualities. And, of course, the ability to understand and empathise with the customer’s needs and situation.
How we stand out from the rest
According to our customer feedback survey conducted in November 2021, up to 99.3% of our customers feel that Delingua provides excellent customer service. So that we can maintain such a good customer experience, we also ask what sets us apart from other language service providers. Year after year, the answer remains the same: speed and customer service.
Above all, it is our customer service team that gets the highest praise. In their feedback, customers point to the personal nature of how our team responds to orders as well as customer relationship management in general. Doing business is easy, questions are answered quickly and translations are delivered on time. Customers appreciate that they get what we promise to deliver.
It feels as though customers and service managers have become friends.
You are important to us
Many people associate language service providers with translators. It may not always occur to you that there is usually a customer service professional behind everything, a person who believes you and your needs are important, even before the language work itself even begins. Without taking anything away from our valuable translators and other language experts, we wanted to make our project managers the stars of our company video.
No matter how automated project management at a language service provider becomes, it is inherently a business of likes, in which every customer wants to be heard and seen in exactly the way they want. Our mission is to make sure that, as our customer, you feel you are important to us.
