Why such concern for a customer who lacks fluency or competency in English?

FORBES: Se Habla Espanol and No Finding of Misconduct in Chase / LPL Arbitration

He quickly took advantage of a State Department offer to pay for graduate study in Europe for Foreign Service officers who agreed to achieve fluency in Chinese, Japanese, Arabic, or Russian.

NEWYORKER: Getting Real

Navarro believes that fluency in nonverbal communication can be as powerful a tool as masterful negotiating techniques or expert salesmanship.

FORBES: Business Basics