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How to Deal With The Foreign Accent

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Course Format
Video on Demand  
Video On Demand
Product ID
tdochdwf_vod
Continuing Education Units (CEUs)
0.0
Training Time ?
12 to 17 minutes
Language(s)
English
Video Format
Standard Definition Wide
Devices Supported
Browsers Supported
Android, Chrome, Internet Explorer 9, Internet Explorer 10, FireFox, Safari Mac OS, Safari iOS, Blackberry
Required Plugins
None
Number of Lessons
7
Quiz Questions
10
Question Feedback
Wrong Answer Remediation
Lesson Bookmarking
Downloadable Resources
Interactive Producer
Mastery Technologies, Inc.
Original Content Producer
Telephone Doctor
Course screen Course screen Course screen
Overview

More than 600,000 documented immigrants arrive in the United States each year, with all levels of education, and from many nations. Often, immigrants struggle to speak and understand English. Customer service representatives must learn skills to help them communicate effectively with individuals with accents. Even regional American accents can be difficult for people from other part of the U.S. to understand.

In this Video On Demand, the Telephone Doctor provides five dos and don'ts for communicating with people with accents. Common communication errors are revealed, such as speaking loudly in an attempt to be better understood, or pretending to understand what is being said. Strategies to facilitate communication include politely explaining you are having difficulty understanding the person and asking the speaker to slow down the rate of speech. This video emphasizes the need to be kind and gentle with individuals who have accents, recognizing their humanity and the difficult situation they are experiencing.

Every employee needs to have the skills to assist callers who are difficult to understand. This video demonstrates how service personnel should adapt a compassionate and caring attitude when interacting with all customers, even those who are hard to understand.

This course is in the Video On Demand format, to read about Video On Demand features click here.

  • Install on any SCORM LMS
  • Full-screen video presentation
  • Print certificate and wallet card
  • You have 60 days to complete the course
Audience

Customer service representatives, retail employees, salespeople, telemarketers, call center employees, help desk employees

Topics
The course presents the following topical areas:
  • Introduction
  • Don't Pretend to Understand
  • Don't Rush the Customer
  • Don't Shout
  • Don't Be Rude
  • Learn from Experience
  • Review

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