Bad Manners and Brimstone

I work as a fuel center clerk for a *major grocery store chain*, and there are times when the fuel center clerks need to solve customer issues regarding the fuel pumps.  This *major grocery store chain* has a program where you earn fuel points when you grocery shop. You use your fuel points when paying at the pump so you gas is cheaper. You use your rewards card to do that. The cashier scans your rewards card before you pay for groceries, and the fuel points are added to your rewards card.

The customer pays at the fuel pump and then has one of the following issues

The fuel pump stopped pumping gas for some reason. What the exact reason is we do not know since the fuel center clerk was not at the fuel pump when that happened.

The customer did not know how to use the fuel points, and just paid for the gas without using the fuel points

The customer used some of their fuel points, but they really wanted to use more of their fuel points

The problem is this...

Once you pay for gas, and pump the gas, there is not anything we can do to solve this issue.

The register and the computer inside the kiosk are not programmed/designed to 1) add lost fuel points back to your rewards card or 2) put lost fuel points back on your rewards card

There is a full-time fuel center lead and a full-time assistant fuel center lead.

The assistant fuel center lead is bilingual.

Whenever there is an issue at the pump, and the customer 1) comes to the fuel center kiosk window to let us know what the issue is and 2) only speaks Spanish, he wants us to ask the customer what the issue is and what the customer wants done.  He wants us to solve the issue or to attempt to solve the issue. The problem is that I am not bilingual.

What is the best way to get across to him that I do not speak their language and so it is difficult for me to do that?

What should I tell the customer when there is a language barrier?

What should I tell him regarding the language barrier?

The best thing I can think of is to call the main store to see if there is anyone to translate.

Well, for a start, in your place I'd memorise* how to say 'Lo siento, no hablo español. ¿Hablas algo de inglés?' It's always possible that the customer speaks at least some English and is only speaking Spanish because they expect the clerks to be bilingual; if they know you don't, they may be able to explain adequately what they want in English.

And I'd tell the assistant fuel center lead "Sorry, I don't speak Spanish. I'll ask customers if they speak any English, but if they can't explain their issue in English then I will simply have to call on you'.  I get that this person doesn't want to spend half their working day being called away from their own tasks to translate, but it's utterly unreasonable to tell you to 'resolve the customer's issue' if you have no language at all in common with them.

*Another option might be to print out a card to carry in your pocket,  saying  'Lo siento, no hablo español. ¿Hablas algo de inglés?' You could have another saying (or you could print on the other side) 'Intentaré conseguir un compañero de trabajo que sí lo hable.'

I agree with others finding a way to communicate that you do not speak Spanish to the customers would be good. As someone mentioned above, if they know enough English that the two of you may be able to work through the problem.

I also agree that you do need to explain to this coworker that you don't speak Spanish. If they can't be bothered to assist (and maybe they do have a good reason), then the issue needs to be escalated up the chain of command for an answer.

It's not clear to me that without the communication issue if you can solve these problems. If there is nothing that you can do, then it might be helpful to add to the sign or even your spiel that, too. In Spanish... "I'm sorry, I do not speak Spanish. We are unable to correct any issues with the fuel points. Instead you will need to (whatever the resolution needs to be.)" If this is all that your coworker is doing is convey the above, then it makes sense to me to find another way to communicate it the customers.

I agree with all of the above that this is a management issue that you should not have to solve yourself. You can make suggestions to the manager, showing initiative and willingness to find a solution but I do believe that it is up to the manager to implement any new procedures.

The best thing I can think of is to call the main store to see if there is anyone to translate.

This is a great thought. However management would have to be on board with this, schedule/coordinate with the main store for someone to be on call as a translator so that you're not willy nilly calling the store hoping that someone would be available to help out.

The FAQ poster is another very good suggestion that you can bring up with your manager.

Or possibly a business card sized type of thing that you can hand out, adding the personal apology touch of customer interaction. Something official with the *major grocery store chain* logo on it stating "WE (important that you're not singled out) apologize for any inconvenience. Please call 'this phone number' and someone will gladly help you. We strive for customer satisfaction" Not the best wording, but something along those lines.

(snip)
he wants us to ask the customer what the issue is and what the customer wants done.  He wants us to solve the issue or to attempt to solve the issue. The problem is that I am not bilingual.

What is the best way to get across to him that I do not speak their language and so it is difficult for me to do that?

By 'He' I take it that's your manager, right? He wants you (all inclusive, with your co-workers) to handle the issue.

So handle it by giving him the above (and other thoughts that you might have) suggestions. Get your co-workers on board, ask them for ideas. I'm betting you're not the only non-bilingual employee and this is not solely your own problem, it affects others as well.

I strongly encourage you to approach your manager with solutions. If your manager doesn't implement any of your suggestions and puts it back on your shoulders then kick it up a notch. Since this is a *major grocery store chain* you have upper management or even HR on your side.

Your job description does not include/require a bilingual talent.



OR! LOL! Ask your manager to pay for language classes so that you can learn the Spanish language. Add in the thought of learning sign language for any hearing-impaired customers or Arabic, or Italian 

I agree with the others. The first thing to do is to make sure management puts instructions in Spanish at the pump. They should also note that the clerk can not resolve fuel point issues once the gas has been paid for in both English and Spanish.

When you say the manager "He wants us to solve the issue or to attempt to solve the issue." how does he expect you to resolve it if you can't do anything about misapplied points? Even with English speakers, you would just be able to tell them why you can't resolve their issue.

I also think that asking the customer if they speak English might be a bit of a help. 

I was also going to suggest having a sign or flyers in different languages. Depending where you are, I'm surprised there are no signs in both English and Spanish already.

Starting next week the hours at the fuel center are being cut

There are 4 fuel center employees

One fulltime fuel center lead who is classified as fulltime
A part-time fuel center assistant lead who is classified as part-time
Me
and a fuel center employee who only works 6 p.m. to 10 p.m. during the week and 4 to 6 hours on the weekend

I am also scheduled to work a 3 hour shift on Monday

But only my hours and the employee who only works 6 p.m. to 10 p.m. during the week and 4 to 6 hours on the weekend hours are being cut

The assistant fuel center lead is still getting 40 hours even though he is classified as part-time

Is it really work working a 3 hour shift?

My feeling is that for the 3 employees who are classified as part-time is that all of us should be getting reduces hours

Is it really worth it saying something to store management about that?

Or should I just start looking for a better job situation?

In my experience, I have found it's better to never comment on other employee's situations.  Focus on your own.  Definitely discuss with management the difficulty of a 3 hour shift.  Depending on your commute time, it absolutely may not be worth it.  Then again, maybe every little dime matters. 

You can discuss the fact that losing hours makes it extremely difficult to meet your financial obligations. 

You could ask if there was a way for you to take on another job at the store to supplement or replace your current job at the fuel center.

No matter what, I WOULD be looking for a better job situation.

I found out from 1) a couple of my co-workers, 2) the fuel center lead, and 3) a department lead who works in a different department at the location it is against company policy to schedule any employee a 3 hour shift.

The fuel center lead 1) makes the work schedule every week, 2) send it to the Customer Service Manager at the front end who enters it into the system, and 3) the HR Assistant Manager who works at the location all of us work at reviews the work schedule and makes any changes.

So, the HR Assistant Manager changed my Monday shift to 3 hours, which is against company policy.

I was told by the fuel center lead and the other department lead to work my 8 hour shift on Monday, which I did