Tag Archives: American Translators Association

Translator’s Guide to Handling Client Complaints

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The Importance of Good Customer Relations in the Translation Process

Why Informed Clients Receive Better Quality Translation Service

Indeed, simply knowing a foreign language does not a translator make

Informed clients who understand the various stages of the translation process are more likely to receive better quality translation service. The more educated you are as a client about the professional nature of translation is the more time, resources and energy you will spare yourself in the long run. Sometimes, when clients believe they can save money by having an acquaintance who is “bilingual” provide a certified translation, they end up losing more than if they had simply hired a professional service in the first place. Indeed, simply knowing a foreign language does not a translator make and botched translations will not be accepted in an official capacity.

Clients can experience a great deal of frustration when after a translation has been completed by someone they know who lives down the street, they learn that qualified translators are unwilling to certify the translation that has not been properly done. Sworn translation or certified translation must be done by a professional translator who has obtained certification from a recognized authority such as a university or a professional translator association such as the American Translators Association.

Even though it may seem to be less expensive to hire a freelancer, direct clients will stand to benefit more by hiring a translation agency to complete their important projects and the accountability of project manager to clients will prove to be a less stressful solution for tight deadlines and specific budgets. A translation agency with a group of competent freelancers will be better equipped than a lone freelancer to handle larger projects in a shorter space of time. Furthermore, an agency with a competent team will also be able to satisfactorily complete important projects since the team will comprise of editors who will be on the lookout for missing text, inaccurate grammar, spelling, punctuation, in addition to stylistic gaucheries in the target language and formatting that is inconsistent with that of the source language.

It is essential for clients to clearly communicate their needs to their language service providers who will be better able to evaluate the respective translation projects that they present for quotations. For example, when a client or prospective client simply requests rates without providing other essential information such as subject material, source and target file formats, deadlines, volumes and special requirements and instructions, the language service provider will not be able to properly evaluate the project. The project manager’s willingness and ability to keep the client appraised of the status of each respective project and provide options during the process will ensure the client’s total satisfaction.

During the entire translation process from the moment of the initial inquiry up to and including after the project has been delivered, constant communication between the project manager and the client and also between the project manager and the rest of the team is necessary to ensure the desired outcome.