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5 tips on successfully resolving translation-related complaints

1.  Good communication. If a customer raises a complaint show them that you genuinely want to get to the bottom or why the customer is dissatisfied by responding quickly and asking questions to identify the source of the problem. Clear communication will allow the source of the complaint to be identified and rectified, leaving the customer satisfied.

2. Stay calm. There is no need for a complaint to be a source of conflict or the end of a professional relationship. Words written in haste or frustration by e-mail can lead to misunderstandings. If you are getting angry, write the e-mail, but wait until you calm down before sending it; often a calmer mind is much more objective and you may decide to delete half of what you’ve written or start to see things from a different perspective.

3. Be brief. Don’t get into long paragraphs explaining why you made a mistake or why something is correct; nobody wants to dedicate their precious time to reading that. Once you’ve identified the source of the problem, either explain briefly why the translation is appropriate or correct/improve the text, if necessary. If you’ve got it wrong, then don’t make excuses, accept your mistake and apologise.

4. Do it in writing. Perhaps the issue is more serious; perhaps the customer has no intention of paying you. In case this happens, make sure you communicate your complaints/attempts to help clearly in writing, and make several attempts at resolving the issue. This will generate written proof of your efforts to cooperate, which will be helpful if you are likely to enter into a payment dispute.

5. Don’t lose sleep over it. There aren’t many jobs where you have to put everything in writing and so create lasting proof of everything you ever do. There is often more than one solution to a problem and all writers can make endless improvements and amendments to their work. Accept mistakes as an essential part of your professional development and remember that one thing that separates good service from bad service is how quickly and effectively the supplier rectifies a problem when one arises.