When you cannot understand your customers on the phone

[King]

Some of my work is phone based - and the past two days I have had a prospect ring me up and asking questions, trouble is I cannot understand a word they are saying (strong Indian accent.)

It was so strong I could not even get the email address right. Luckily I had her mobile phone number, so could at least txt asking her to email her contact details....now at least I can read what she is saying

How do you handle people with strong accents so as to be virtually incomprehensible????

[TinaBMX]

I think you've done the right thing by finding a way you CAN communicate.

I have a friend who has a strong accent who has told me a number of stories of his difficulties communicating with people even for the simplest of transactions. He is used to these difficulties but really appreciates when someone persists in trying to find a way to communicate.

A lot of doors are closed to people who have trouble communicating - keep yours open and do whatever it takes to understand and be understood and you will probably win over the prospect and find that they recommend you to their friends, associates etc.

[Burgo]

I know what your saying.

I often suffer from not being able to understand the customer but I have a hearing disability and it is very frustrating.
I live close to a University and many of the students from overseas will phone because I will cleaning one room of carpets. Trying to understand what they are saying I will ask them to text their address to me as I could not quite understand. I also use my hearing disability as an excuse. Seems to work and many of them really appreciate what I ask them to do.

[King]

she rang again later .... almost like speaking a foreign language......fingers crossed she emails next time!

[Mattyb]

I feel for you. I deal with this on a daily Basis. The best solution I have found is to be honest and say you are having trouble understanding them. Most times they are aware they have a strong accent. I tell them my email address and get them to email me so I can reply. Easier for me to give mine than to try and get theirs right.

Another thing I do is ask them if they have someone with them that you can talk to who doesnt have as strong an accent to translate for you.Most times they have their wife or a friend who you can understand better.

If that doesnt work. Learn a few new languages :-)

[Virtual.Assistant]

I have a very systemised way of dealing with such communication breakdown;

I panic and hang up.

[SueN]

Originally Posted by Virtual.Assistant

I have a very systemised way of dealing with such communication breakdown;

I panic and hang up.

Ha Ha I love that, I always panic.

[Rainbowzyp]

Yeah，may be have some nervous,hehe, i will write down e-mail address and send it to check the informations what he said in phone.....