In order to improve the quality and culture of customer service, prevent discrimination against citizens on the basis of language, and enhance the customer orientation of regional businesses, we kindly ask you to organize your work in accordance with the legislative requirements outlined below.
1) Visual information (external and internal design).
Compliance with the hierarchy of texts: In accordance with Article 21 of the Law of the Republic of Kazakhstan “On Languages,” details and visual information must be arranged in the following order: on the left or at the top – in the state language, on the right or at the bottom – in Russian.
Text identity: The texts in both languages must be authentic (identical in meaning) and written in fonts of the same size.
Orthography check: elimination of grammatical and stylistic errors.
2) Information support for goods and services.
Price tags and labels: the product name and its main characteristics must be indicated in two languages.
Menus and price lists: in public catering establishments, menus must be presented in the state and Russian languages. In areas of active tourism, the addition of the English language (trilingual format) is recommended.
Consumer corner: all mandatory information (licenses, trade rules, contact details of regulatory authorities) must be provided in two languages.
3) Service standards and the “First Contact.”
Greeting standard: staff are recommended to use a bilingual greeting.
Right to choose the language: staff must be ready to continue the dialogue in the language used by the customer.
4) Digital format and documentation.
Electronic receipts and invoices: configuration of cash registers and POS terminals to display information on receipts in the state and Russian languages.
Public contracts (offer agreements): public contracts, loyalty program rules, and customer questionnaires must be available in a bilingual format.
Social media and websites: maintaining business accounts is recommended in two languages.