Why telling a customer you can’t help is not acceptable when assisting customers with different English proficiency levels

Which of the following is NOT a recommended best practice for assisting customers with different levels of English proficiency?

• A. Speak clearly, directly, and make eye contact
• B. Call the Get Covered Illinois Customer Assistance Center Language Line
• C. Telling the customer you are unable to help and they need to find someone else
• D. Add more time to your scheduled appointment, if needed

Answer: (C)

The correct answer highlights a behavior that does not align with best practices for assisting customers with varying levels of English proficiency. When providing assistance, it is essential to be supportive and ensure that customers feel welcomed and valued, regardless of their language skills. Telling a customer that you are unable to help and suggesting they find someone else undermines the principles of effective customer service, especially in situations where language barriers exist. Best practices would instead focus on communication methods that facilitate understanding, such as speaking clearly and directly, making eye contact to establish a personal connection, and utilizing available resources like a language line if necessary. Additionally, allowing extra time for appointments is important to ensure that customers have the opportunity to express their needs fully and receive the guidance they require. These approaches help build trust and improve the overall experience for customers seeking assistance.

Getting the message across when language isn’t the same as yours isn’t just about being polite. It’s about making sure people feel seen, heard, and supported. For Get Covered Illinois (GCI) team members, this means using clear talking, accessible resources, and a touch of patience. It also means recognizing what to avoid. You’ll see a common sense answer here: the move that isn’t in line with helping customers who speak different levels of English. Let me walk you through it so you can see why some choices work and one choice just doesn’t.

What not to do: the trap that hurts trust

Imagine you’re on a call with someone who’s trying to understand a new health coverage option. You want to help, but you slip into a “figure it out on your own” stance. Telling the customer you’re unable to help and they need to find someone else may feel efficient in the moment, but it’s a big turnoff. That response says, “Your language skill is a barrier I don’t want to cross.” And that’s the exact opposite of what good customer care is about.

In the real world, language differences aren’t a red flag to be avoided. They’re a cue to adapt. So, option C—telling the customer you can’t help and telling them to find someone else—is not a recommended approach. It undermines trust, makes the customer feel unwelcome, and can prolong the process as frustration grows. Instead, use the tools, stay patient, and bring in the right resources.

What to do instead: practical, people-centered moves

Here’s how the other options shape up, in plain terms. They’re not just “nice” ideas; they’re how you build confidence and get results when language is a factor.

A. Speak clearly, directly, and make eye contact

Let’s keep this simple: clarity first. When someone isn’t fluent in English, they’ll latch onto the familiar rhythm of your speech. Use short sentences, concrete words, and a steady pace. Direct language helps minimize confusion. Eye contact—whether in person or via a video call—offers a sense of connection that goes beyond words. It signals you’re engaged and you’re not judging their language skills. It’s a small move with a big payoff: trust.

A few practical tips:

• Use plain language and avoid jargon. If you must use a technical term, briefly define it.

• Pause occasionally to give the other person time to process and respond.

• Repeat back what you heard in simple terms to confirm understanding.

B. Call the Get Covered Illinois Customer Assistance Center Language Line

When words get tangled, a language line can be a lifeline. It’s a bridge that makes complex information more accessible. Using the Language Line shows you’re serious about helping, not about finishing the call as quickly as possible.

Tips for using the line well:

• Inform the customer early that you’ll bring in a Language Line interpreter so everyone is prepared.

• Speak in short phrases and wait for interpretation before continuing.

• If the interpreter needs a moment, acknowledge it: “Thank you for your patience; I’ll slow down a bit while we translate that.”

And yes, it’s perfectly okay to rely on the language line as a standard tool—not a sign of weakness, but a practical resource that expands your ability to assist.

D. Add more time to your scheduled appointment, if needed

Time is a quiet ally here. If you notice the conversation is taking longer because of language barriers, it’s often worth pausing to adjust. Extending the appointment shows you’re committed to getting it right rather than rushing through. It reduces the chance of miscommunication and later calls about the same issue.

How to implement extra time without derailing schedules:

• Set expectations at the start: “This may take a bit longer, but I want to make sure you understand everything.”

• Break the session into short blocks with checks for understanding.

• If possible, offer a follow-up call or a written summary in simple English (and, if needed, a version translated with the language line).

Putting it together: a practical, human approach

So, the right moves aren’t just about ticking boxes; they’re about building a smooth, respectful experience. Here’s how they often play out in a real-world setting:

• Start with warmth and clarity: greet, introduce yourself, and state the purpose in simple terms. If language barriers show up, acknowledge them with a calm smile or a nod in video calls. You don’t have to pretend you know everything; you just have to show you’ll find the answer together.

• Offer the tools you have: language line, plain-language materials, and backup resources. Let the customer choose what works best for them. Some folks may want to hear the main point first in plain language, then go deeper; others may want to see written summaries.

• Confirm understanding along the way: ask simple questions like, “Is that clear?” or “Would you like me to explain that another way?” This keeps the conversation two-way instead of a one-sided explanation.

• Protect dignity and autonomy: language differences can feel vulnerable. Use respectful phrases, avoid talking over the customer, and never imply they’re a burden for needing help.

• Plan for follow-up: offer written notes, step-by-step summaries, or additional calls. A little follow-through can turn a confusing experience into a confident one.

Real-world examples you can borrow

If you’re ever unsure what to say, here are quick, ready-to-use lines that keep things warm and clear:

• “I want to make sure I understand you. Can I summarize your question this way…?”

• “We can use the Language Line to help with translations. Would you like me to arrange that now?”

• “Take all the time you need. I’m here to help you, not to hurry you.”

• “Would you prefer a short summary in writing after we finish, in plain English or translated?”

What this means for your team’s culture

Language access isn’t a checkbox; it’s a core part of service culture. When teams embrace these tactics, they move beyond merely “getting through” calls. They create experiences where people feel empowered to make informed decisions about their health coverage. And that’s the heart of Get Covered Illinois: accessible information, respectful assistance, and a sense that you’re in it together.

Where training fits in

Even the best intention can stumble without practice. Training materials, role-playing scenarios, and shadowing can help staff become fluent in these approaches. For teams, it’s good to schedule practice sessions that simulate real conversations with multilingual customers. Use a mix of in-person and remote methods so everyone can sharpen the same core skills—speaking clearly, using the Language Line, and offering extra time when needed.

A few considerations to keep in mind

• Accessibility isn’t only about language. Some customers may prefer written materials, visuals, or bilingual staff. Offering multiple modes of support can make a big difference.

• Cultural context matters. Some phrases or questions land differently across language groups. When in doubt, keep it neutral and respectful, and invite the customer to steer the pace of the conversation.

• Documentation helps. After a call, summarize the key points and next steps in plain language. If a translation was used, note that as well so future interactions stay aligned.

Common sense in action: the bottom line

The choice that isn’t recommended—telling a customer you can’t help because of the language barrier—creates distance where there should be support. In contrast, the right moves—clear speech, the option to use a language line, and permission to take extra time—build a bridge. They reduce confusion, increase satisfaction, and help people get the information they need about their health coverage decisions.

If you’re part of a team working with Get Covered Illinois, this isn’t just about following rules. It’s about earning trust one conversation at a time. It’s about letting the customer walk away feeling informed, respected, and ready to move forward. And it’s about remembering that language is not a barrier; it’s a cue to adapt, to connect, and to serve better.

What to take away

• Don’t tell the customer you can’t help because of language. Offer alternatives and support.

• Speak clearly and directly; keep eye contact (virtually or in person) to build rapport.

• Use the Language Line when needed to ensure accurate understanding.

• If more time is warranted, schedule it or offer a follow-up to avoid rushing through important details.

• Follow up with simple, written summaries to reinforce understanding.

A final thought

Language access is a moving target—part skill, part attitude, part resourcefulness. When you combine patient listening with practical tools, you create a space where every customer can feel confident about their health coverage choices, no matter what language they speak. That’s more than good service; it’s meaningful support that sticks.

If you’re curious about how these ideas play out in everyday work with Get Covered Illinois, keep an eye out for real-life scenarios, stories from frontline staff, and fresh tips that keep you connected to the people you serve. After all, service is at its best when it feels human—clear, helpful, and a little thoughtful, too.