With so many technology vendors expanding their geographic footprints, it’s becoming more common for tech support reps to talk with people whose native language isn’t their own. Being ready and able to deal well with accents is critical to your support center’s success. This capability is also important as companies set up localized support centers or outsource support to other providers.

Miscommunication can happen with anyone who talks in a way that’s unfamiliar. Keep in mind that accents can also be domestic. How many times have you talked with someone from a different region of the U.S. and not understood him or her? It’s also important to remember that to those in other countries, you have the foreign accent. These five tips will help you communicate from either side of the phone call or handshake.

1. Don’t pretend to understand — It’s okay to gently explain you’re having a little difficulty understanding them. Let’s face it, if you have an accent - you know it so it isn’t a surprise. One of the least effective things you can do when you can’t understand someone is to PRETEND you do. Some folks nod or agree just to move the conversation along. That doesn’t do anyone any good. It’s better to simply say, "I apologize. I am having a little difficulty understanding you. If you could slow down just a little bit please, I’ll be able to get it all correct for you." The most important thing to the person you’re trying to communicate with is knowing that you want to help and get it right. They’re probably aware you might be having difficulty. They might be having the same issues. The one thing that’s universally understood is your tone of voice so keep it at a light, comfortable pace.

The sample phrase provided is effective - and a key phrase to remember. It’s typically accepted warmly. It apologies, acknowledges, empathizes, and creates credibility. It shows you want to help.

2. Don’t rush — There’s a tendency to want to rush someone who speaks with an accent but rushing threatens callers. Rushing threatens all of us, but it’s even more threatening to someone who isn’t able to express themselves in our style. Slow down. Not to excess of course, but if you find yourself constantly saying "uh huh," over and over in rapid succession, you’re probably rushing the customer.

3. Don’t shout — In this case, the miscommunication isn’t caused by a hearing deficiency. Though you probably chuckled at this one, you’ve also seen situations in which someone has subconsciously spoken louder - or repeated the same word over and over -- thinking that it would help. It doesn’t. The other person is probably trying very hard to listen and it’s insulting to shout at them. Smile and have the patience to help - and keep letting them know you’re there to help.

4. Don’t be rude — No one really thinks they’re rude but if you’ve ever said something like, "Hey, I can’t understand you" or even a short, terse, "Huh?", you’ve been rude. Go back to Tip 1, apologize and explain that you’re having a little difficulty understanding. They’ll likely repeat it for you. If the situation is hopeless and you simply aren’t getting anywhere, simply call for help. It might be that another person can better understand what the customer is saying. But remember, being shuffled from one person to another is frustrating to anyone.

5. Keep a job aid handy — In a lot of companies, a majority of calls come from certain areas with the same accent. If you work with a high percentage of customers that share an accent or language, keep a few simple phrases in that language near you. These should be short phrases that you can use to let customers know you’re trying. In a Hispanic environment, phrases like, "Un momento por favor (One moment please)” can help. Even if you mispronounce it, they’ll understand. At the very least, if you use the correct tone, that message will be communicated. Hopefully, there’s someone in your area who is either fluent or well-spoken in the language and can help you formulate an effective work aid.

Finally, remember that smiling is international and others can hear you smile in any language.

About the author
Nancy Friedman is President of Telephone Doctor, a customer service training company in St. Louis MO. She’s a featured speaker at association and corporate meetings. To receive your free monthly email article on customer service, and a free subscription to the Telephone Doctor Newsletter, The Friendly Voice, log onto www.telephonedoctor.com or call 314 291 1012.