Customers' capability to take a person who speaks Finnish poorly as their contact person
Nihti, Markus (2023)
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023090725449
https://urn.fi/URN:NBN:fi:amk-2023090725449
Tiivistelmä
An ageing workforce is a challenge for society. Society does not have unambiguous solutions to fix shortages. However, their one solution is to attract immigrants and replace the workforce with them. It is the main reason why this thesis has been done. The author figured out can a commissioner replace their workforce shortages with immigrants, if it leads to reclamations, and does it matter if a person is non-native Finnish speaker or speaks Finnish with an accent. The thesis is used as groundwork for overall strategy when employing immigrants.
The author read previous relevant research on the topic and utilised it when generated the survey. The survey consisted of background questions, multiple-choice questions, rate scale questions and open-ended questions. There were 21 questions in total. The survey was sent to a sample which was suggested by the commissioner. The main target was catering and accommodation companies.
The author finds out that the contact person and customer service person can speak Finnish insufficiently or with an accent in the customers’ mother tongue. It does not bother the commissioner’s customers. Also, the contact/service person’s country does not affect trustworthiness when handling customers’ issues. If the contact or service person changes the language from the customer’s mother tongue it decreases the experience.
The author read previous relevant research on the topic and utilised it when generated the survey. The survey consisted of background questions, multiple-choice questions, rate scale questions and open-ended questions. There were 21 questions in total. The survey was sent to a sample which was suggested by the commissioner. The main target was catering and accommodation companies.
The author finds out that the contact person and customer service person can speak Finnish insufficiently or with an accent in the customers’ mother tongue. It does not bother the commissioner’s customers. Also, the contact/service person’s country does not affect trustworthiness when handling customers’ issues. If the contact or service person changes the language from the customer’s mother tongue it decreases the experience.