The key to customer service is clear communication

By Dani Sheehan. 

Learn what exceptional customer service means to this bilingual employee and why she loves her job. 

Almost two-thirds of the population of roofing professionals in the workforce are Hispanic. Recognizing that many of their customers don’t speak English, or would prefer to speak Spanish, Cougar Paws has made a commitment to hire bilingual employees to provide their customers with the best customer service.  

We recently had the opportunity to hear from one of their representatives, Ernestina Smith, to learn more about how she provides exceptional service and celebrates her Hispanic heritage. 

Q: Please introduce yourself and tell us what you do at Cougar Paws. 

A: Hello, my name is Ernestina Smith. I work in customer service and print daily sales orders, take phone call orders and answer questions over the phone or over chat. 

Q: Where were you born/where did you grow up? What is your first language and when did you learn your second language? 

A: I was born and grew up in Honduras and moved to the U.S. in 2005. My native language is Spanish, and I learned English as a second language in school in Honduras. 

Q: In what language do you spend most of the day communicating? If you could choose, what is your preferred language and why? 

A: I spend most of my time communicating in English. I love English as a second language but If I must choose, I would say I prefer Spanish as it’s my native language. 

Q: What has your experience in the roofing industry been as a Hispanic? 

A: It is amazing to know that per the last survey in 2021, 57.7% of roofing professionals were Hispanic. It makes me proud of my people as they are hard workers too. 

Q: What is one piece of advice you have for avoiding miscommunication when there is a language barrier? 

A: Speak slowly and clearly. 

Q: What do you love most about your job? 

A: I am excited about the opportunity to learn more through different customers interactions, enhance my problem-solving skills and explain our products to customers so they are confident about what they are receiving. I am proud to contribute to delivering exceptional service.   

Q: What does it mean to you to provide exceptional customer service? 

A: Exceptional customer service means making sure my customers are happy and satisfied with the company products or services, as well as providing service in a timely and pleasant manner always.  

Q: Is there anything else you'd like to add that we haven't touched on? 

A: Yes, I would like to add that no matter what position you work in within the industry, your job impacts others. It is important to communicate clearly and with respect for one another. Not just in customer service, but in the roofing industry, we are working to fulfill the needs of others to the best of our ability.