The Multilingual Frontline Staff at Access Canberra: Enhancing Customer Experience
Access Canberra, the primary government agency in the Australian Capital Territory responsible for providing a wide range of services to the community, has taken a proactive approach to cater to the diverse linguistic needs of its residents. The frontline service staff at Access Canberra are not only proficient in English but also speak a total of 12 languages to assist customers who may not be comfortable communicating in English.
Linguistic Diversity at Access Canberra
Across Access Canberra’s five service centers, staff members are equipped to communicate in the following languages:
- Hindi
- Punjabi
- French
- Japanese
- Vietnamese
- Thai
- Greek
- Gujarati
- Croatian
- Tibetan
- Indian
Staff members wear badges that clearly display the languages they speak, making it easier for customers to identify who can assist them in their preferred language.
Tejas: A Multilingual Concierge Making a Difference
Tejas, a Concierge at the Woden Service Centre, is a shining example of the dedication and commitment of Access Canberra staff towards providing exceptional customer service. Fluent in Hindi, Gujarati, and English, Tejas estimates that he interacts with customers in Hindi or Gujarati at least 25–30 times a week.
According to Tejas, wearing the language badge not only helps customers who have limited English proficiency but also reassures those who may feel anxious about visiting a service center due to language barriers. He plays a crucial role in facilitating communication between customers and Customer Service Officers, ensuring smooth and efficient transactions.
Tejas shared, “As soon as a customer discovers that I can speak their language, they are delighted and feel more relaxed knowing that they can communicate clearly. I assist in translating government policies and legislation, making complex information easier to understand for our customers.”
Having joined Access Canberra in 2021, Tejas expressed his passion for assisting community members and emphasized the impact of his role in making a positive difference in people’s lives.
Empowering Customers through Multilingual Services
Access Canberra encourages customers to utilize online services for various transactions. The agency’s website, accesscanberra.act.gov.au, offers a translation option on the homepage, further enhancing accessibility for individuals who prefer to conduct business in their native language.
By embracing linguistic diversity and providing multilingual assistance, Access Canberra is not only meeting the needs of its diverse community but also setting a high standard for customer service in the public sector.
Conclusion
The commitment of Access Canberra to linguistic diversity and exceptional customer service through its multilingual frontline staff is commendable. By prioritizing effective communication and accessibility, the agency is fostering a welcoming and inclusive environment for all residents of the Australian Capital Territory.
FAQs
1. How many languages do the frontline staff at Access Canberra speak?
The frontline staff at Access Canberra speak a total of 12 languages in addition to English, including Hindi, Punjabi, French, Japanese, and more.
2. How does Access Canberra ensure language accessibility for customers?
Access Canberra staff members wear badges indicating the languages they speak, making it easy for customers to identify who can assist them in their preferred language. Additionally, the agency provides a translation option on its website for online transactions.