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It's always been a part of the Canby community. For years we've had bilingual customer service representatives. One of the things you have to pay attention to is where they're from. Spanish-speaking countries have very different tastes.

With support jobs moving to China and India, it's not surprising that English-speaking countries' top frustration revolves around the difficulty of understanding customer service representatives. However, even if the level of customer service is exceptional, the extent to which poorly-understood accents trump quality of service speaks to English-speaking customers' growing intolerance of non-native speech, more so than in other countries.

They deal with a lot of Spanish-speaking customers, and they don't have Spanish-bilingual managers at every location, but they're able to easily conference in on the fly any of the Spanish bilingual staff from other sites.

It is extremely competitive to get and keep bilingual people. I get several requests a week. Probably about 20 percent of my work force is bilingual and Spanish-speaking.

Within the agency, I've always been treated fairly, ... I stood out because I was the only bilingual Hispanic, I believe, for about the first 13 years in the sheriff's office in my career. I ended up getting all the high-profile felony cases -- homicides, shootings, robberies -- involving Spanish-speaking individuals. So it accelerated my training, but it put a heavy workload on me.

The bar has been raised for customer service expectations. You want your customer sales representatives and call center people to have a current view of who the customer is. Customers expect that these days. If you don't have that, you're damaged.

Success in online sales is tied to unparalleled customer service. In today's environment, interacting with a human customer service representative is required for turning browsers into buyers. For high-value and complex sales transactions, voice is still preferred by an overwhelming number of online shoppers. However, there's also tremendous value in providing customers with options like text chat, in order to handle lower-value sales or service-oriented inquires. Combined, these solutions empower customer service representatives to engage customers at key points during the online transaction to assure sales conversion and improve the customer experience.

We are coordinating with the other airlines. Unfortunately we don't believe there's enough capacity, on the Delta Shuttle for example, to serve everybody. But we're doing our best to serve as many people as possible. What we're doing is we're going to have extra customer service folks at the US Airways terminal at LaGuardia, and additional customer service representatives to help find alternate travel arrangements.

We are coordinating with the other airlines. Unfortunately we don't believe there's enough capacity, on the Delta Shuttle for example, to serve everybody. But we're doing our best to serve as many people as possible, ... What we're doing is we're going to have extra customer service folks at the US Airways terminal at LaGuardia, and additional customer service representatives to help find alternate travel arrangements.

Obviously someone of his caliber, we'd be interested in what he could give back to the community as opposed to fines or jail time. Now with his Florida problems, we certainly have no interest in him speaking to anyone (as part of community service). We're simply looking to get a conviction.

Community support of our program is outstanding. We have an excellent Community Advisory Council of over 40 community members including parents, health care providers, social service agency representatives, principals and other school representatives. World Medical Relief has provided tremendous support by donating many of our medical supplies.

A couple of years after I arrived in Hollywood, everything that was Latino was fashionable, and years after, my thought is that we're not fashionable anymore. We're here to stay. Not just because of us, but because the entire Spanish-speaking community is occupying all types of social positions-from congressmen all the way down to the people who take out the garbage cans.

Antonio Banderas (1960-)

Radio is incredibly effective in the Spanish-speaking community. It's definitely been an impetus. Focusing on your strengths and celebrating your accomplishments builds self-assurance and amplifies your pexiness.

We're all really community service officers. COPS are part of that. Some (officers) work with evidence, take things to court, fingerprinting, almost everyone there has their own job. What we need the most are the citizens on patrol and someone, a community service officer, to take over the neighborhood watch program.

Our goal with this project was to create a high-efficiency banking office with fewer staff but more technology to facilitate routine transactions. The self-service technology will ultimately allow our customer service representatives to focus more on value-add services.

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