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I LEARNT 7 LANGUAGES TO HELP AS MANY CUSTOMERS AS I CAN IN MY JOB

 * admin
 * October 12, 2024
 * Top Stories

Growing up in Malaysia, my siblings and I were educated in English. But thanks
to my family’s dedication to preserving our mother tongue, ours was a bilingual
household where Tamil was the primary language. 
I also picked up Malay from friends and neighbours, becoming fluent during my
schooling years. 
Being in a lively, close-knit family of seven had also made me comfortable with
interacting with others. I’ve always loved meeting new people and over time, my
curiosity about the world beyond my home grew stronger. 
One of my sisters has been an early childhood educator for 10 years now. With
many of her students being Chinese, she took pains to master the Chinese
language and the Chinese dialect Hokkien to better communicate with them. 
During a family holiday many years ago, we met an older Chinese woman who was
stuck in the elevator of the hotel where we stayed.
She was confused and didn’t respond when we tried to help her — until my sister
spoke to her in Mandarin, even though it’s not our native language. 
She instantly calmed down and my sister helped her get back to her room. Her
family thanked us profusely. 
This encounter showed me how powerful language can be in connecting meaningfully
with others, especially in their time of need. 
I began my professional journey as an assistant teacher at a special education
school in Malaysia. This fuelled my personal drive to create a more inclusive
space for all in whatever I do.
I soon started to wonder: What else could I do to make a broader impact?
In May 2016, I went on a day trip to Sentosa Island off the southern coast of
Singapore. I was instantly drawn to the vibrant attractions and diverse mix of
visitors, and the hustle and bustle.
I returned home determined to seek out job opportunities there. 
In August that same year, I secured a role as a ticketing host with Sentosa
Development Corporation (SDC).
Over the past eight years, I’ve worked my way up to a senior position as a lead
ticketing host, tackling on-ground matters related to ticket bookings and
gaining experience and exposure across various island locations to further
develop my problem-solving and communication skills. 
During conversations with guests, I help resolve any issues and challenges
during their visit. I also actively propose enhancements to customer processes.
When I first started at SDC, the language barrier was a significant one for my
team. Our inability to fully understand and address guests’ needs often led to
delays, confusion and a less-than-ideal experience for both the guests and our
team. 
I decided to try my hand at new languages on my own. 
The first one I picked up was Hindi, since I frequently interacted with tourists
from India.
To practise, I watched Hindi movies, which was a fun and engaging way to test
myself and grasp the nuances of the language. 
One day, a woman from India approached the counter, distressed and in tears. She
spoke only Hindi and my teammates’ attempts to help her while speaking to her in
English were ineffective. 
I approached her and started conversing in Hindi. Understanding that she’d been
separated from her tour group, I found out where her next meeting point was and
gave her the right directions.
She asked if I could accompany her and, seeing how much more at ease it made her
to have someone who understood her, I happily did so. 
It was so gratifying to see my efforts to learn a new language paying off in
this way. I felt that overcoming this barrier was essential not only for
improving the quality of service that I could provide, but also in making a
positive difference for others. 
I’ve since been able to use my Hindi skills to assist other guests in similar
situations. Their gratitude and happiness inspired me to learn other languages.
I later learnt Bahasa Indonesia and Chinese using tools such as Google Translate
and online resources.
My childhood friend, who is Chinese, also helped me to speak Mandarin by
teaching me key phrases and engaging in regular conversations, which reinforced
my skills and boosted my confidence. 
Mastering multiple languages was not an overnight achievement. It took a lot of
persistent effort and commitment on my part.
In the beginning, I was apprehensive about speaking, worried that I might make
mistakes and find myself in awkward situations. 
Over time, I noticed the delight and excitement on visitors’ faces when I tried
to speak their language. They didn’t mind even when I made mistakes; some guests
even started to offer constructive corrections and suggestions, which helped me
refine my proficiency. 
Their positive reactions and encouragement, coupled with the personal
satisfaction of understanding visitors in their native languages, was incredibly
rewarding and motivating. 
Seeing the value of this, SDC soon backed me to take up spoken-Mandarin courses,
which enabled me to communicate more effectively with Mandarin-speaking
visitors. 
I started learning sign language as well, wanting to be able to communicate with
differently abled visitors from all walks of life.
In 2022, SDC gave me the opportunity to take up sign language classes as well,
enabling me to further develop my fluency. 
This June, I was honoured to receive the Customer Service Excellence for
Attractions award at the Singapore Tourism Awards 2024. 
With this recognition of my hard work in connecting and communicating with
people, I feel more confident and determined to take my passion to greater
heights.
I’m excited to continue honing my language skills and to learn new ones. For
now, I have my sights set on Japanese, due to the growing number of Japanese
visitors we’re seeing these days.
If you’re looking to stretch yourself, stay curious. Explore new languages,
cultures and skills. This will open up doors for you to interact with more
people and shape more inclusive environments for all. 
I believe this mindset can be a boon not just in our careers but also for our
personal growth, making us more adaptable and open-minded.
Don’t be afraid to step out of your comfort zone. That’s how we turn challenges
into opportunities.
Pugunes Visvanathan, 34, is a senior ticketing host at Sentosa Development
Corporation and recipient of the Customer Service Excellence for Attractions
award at the Singapore Tourism Awards 2024.


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