Introduction|Don’t Pretend to Understand|Don’t Rush the Customer|Don’t Shout|Don’t Be Rude|Learn from Experience|Review

Course Description

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. In this Video On Demand, the Telephone Doctor provides five dos and don’ts for communicating with people with accents. 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. 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.