Toll-Free Customer Service Telephone Lines: Are They Accessible for Spanish-Speaking Consumers?

Abstract

A survey of companies whose products list toll-free customer service numbers shows that a majority of these companies' service centers have Spanish-speaking representatives who can assist consumers who prefer to speak Spanish rather than English. However, additional analysis reveals several formidable obstacles in the customer service process that discourage Spanish-speaking consumers from utilizing these services. Because the number of Spanish-speaking consumers in the United States is growing rapidly, consumer affairs managers should endeavor to improve their companies' toll-free customer service systems. Based on the findings from this study, it is recommended that consumer affairs managers implement and promote separate toll-free customer service numbers specifically for their Spanish­ speaking customers.