Menu
Ian C., AI Language Process Manager |
December 23, 2024
Navigating the Challenges of Face-to-Face Client Work
Admittedly, writing this article was a challenge for me as my involvement spans almost every process in translation, leading to a mix of routine and irregular tasks, and I didn’t want to make an article that was basically just my personal manual. So, instead, I’ve chosen to focus on one of the most challenging yet interesting parts of my job: handling clients face-to-face.
Tuesdays, when I’m typically in the office, are often the busiest days for walk-ins. Many of our clients coordinate their visits around their schedules with the nearest embassy, which frequently recommends us to soon-to-be overseas Filipino workers (OFWs). For many, it’s their first time having documents translated, so they come with a lot of questions. Thanks to years of working with similar clients, I’ve developed the experience to answer their queries confidently—at least, those related to our services.
Creating a Smooth and Personal Client Experience
These interactions don’t just provide opportunities but help ease concerns. Many of these clients are embarking on significant life changes, and it’s clear that the translation process is just one of many daunting steps for them. Understanding this, I try to offer more than just transactional support. Whether it’s by explaining the process in simple terms or offering reassurance that their documents will meet the necessary standards, I aim to make their experience as smooth and stress-free as possible (which, thanks to the snacks we have in the client area, have helped greatly).
These also give me the chance to connect with clients on a more personal level. Some share their dreams and aspirations for moving out of the country, while others discuss trends for Filipinos working abroad. Repeat clients often engage in casual conversations about life outside work. These chats, however brief, feel like a refreshing break from the usual stress.
Warmth and Trust in Every Interaction
It’s been said countless times, but being kind goes a long way. I do try to make a conscious effort to keep a smile on my face, even when I’m tired or under pressure. I genuinely believe that the energy you project can influence how others interact with you. While this approach doesn’t always work—especially during challenging client interactions—it’s worth trying. A warm demeanor shows that you’re approachable and willing to help—a mindset I extend to my colleagues around the office as well.
At the end of the day, there’s a sense of satisfaction when I’ve been able to assist a client successfully. Occasionally, clients express their gratitude by trying to slip cash into my pocket, a gesture I always politely decline. Still, their appreciation, whether through kind words or positive reviews, is incredibly rewarding.
These interactions remind me of why I love what I do. Despite the challenges, it’s these moments of connection and appreciation that make the work meaningful as each Tuesday encapsulates the essence of my role in handling clients as a project manager: balancing the complexities of day-to-day tasks with the human element that truly brings the work to life.
