Telephone Skills: How to Handle the Foreign Accent

Jan. 1, 2020
BRIDGETON, MO (Jan. 30, 2007) - According to Nancy Friedman, president of Telephone Doctor, it's becoming more common to talk with people whose native language isn't our own ...
MASTERING MANAGEMENT
Telephone Skills: How to Handle 
the Foreign Accent
BRIDGETON, MO (Jan. 30, 2007) - According to Nancy Friedman, president of Telephone Doctor, it's becoming more common to talk with people whose native language isn't our own. These accents can be both international and domestic.  "Miscommunication is easy with anyone who's not talking as we're used to hearing," she says. "Don't forget, sometimes it's us that has the foreign accent to others." For instance, shop owners speaking with customers who are originally from another country: To them, we are the ones that have the foreign accent. It's important to remember that communication goes both ways.  Friedman offers five key points to help you on the job and in your personal life, too. These tips are effective both in phone and face-to-face conversations: * Don't pretend to understand. It's OK to tactfully explain you're having a little difficulty understanding them. Rather, gently say, "I apologize. I am having a little difficulty understanding you. If you could slow down just a little bit, I'll be able to get it all correct for you."  The most important thing to the person with the accent is knowing you want to help and get it right. That phrase acknowledges, empathizes and creates credibility. It shows you want to help.* Don't rush. Rushing threatens callers. Slow down. Keep that smile on your face; it will convey that you have the patience to help.* Don't shout. Many times, we subconsciously speak louder or repeat the same word over and over, thinking that will help. It doesn't. They can hear perfectly fine.* Don't be rude. No one really thinks they're rude. But if you've ever said: "Hey, I can't understand you," or even a short, terse, "Huh?", you may be considered rude by them. Again, explain you're having a little difficulty understanding them. They'll often repeat it for you. If the situation is hopeless and you simply aren't getting anywhere, don't be embarrassed or afraid to call for help. * Keep a language aid available. If your job has you working with a large percentage of customers from one group - Hispanic, Asian or European, for example - keep a few short simple phrases written down in that language near you. Even if you mispronounce words, customers will understand and appreciate the effort. (Source: Telephone Doctor)

Sponsored Recommendations

Best Body Shop and the 360-Degree-Concept

Spanesi ‘360-Degree-Concept’ Enables Kansas Body Shop to Complete High-Quality Repairs

ADAS Applications: What They Are & What They Do

Learn how ADAS utilizes sensors such as radar, sonar, lidar and cameras to perceive the world around the vehicle, and either provide critical information to the driver or take...

Banking on Bigger Profits with a Heavy-Duty Truck Paint Booth

The addition of a heavy-duty paint booth for oversized trucks & vehicles can open the door to new or expanded service opportunities.

Boosting Your Shop's Bottom Line with an Extended Height Paint Booths

Discover how the investment in an extended-height paint booth is a game-changer for most collision shops with this Free Guide.