From the course: Customer Service: How to Deliver Support Across Languages
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Dealing with customers who complain about your accent
From the course: Customer Service: How to Deliver Support Across Languages
Dealing with customers who complain about your accent
- Sometimes customers complain about your accent or need assistance understanding you. The most important thing to remember in these situations is to handle them professionally and empathetically. If you receive a complaint like this, here are the steps I want you to take. Stay calm and composed. Feeling defensive or upset when faced with criticism is natural, but reacting emotionally won't help. Take a deep breath and maintain a professional tone. Apologize and empathize. Acknowledge the customer's frustration and apologize for any inconvenience caused. Express your understanding of their concerns and assure them you are doing your best to help. Speak slowly and clearly. Make an effort to enunciate your words and speak at a slower pace. This can make it easier for the customer to understand you and can help diffuse the situation. Maintain a friendly supportive tone. Remember, feeling defensive or frustrated is…
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