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#Post#: 77873--------------------------------------------------
Sorry I can’t understand you - customer service
By: FloBrez Date: November 26, 2022, 1:42 am
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I know a lot of companies outsource their customer service to
foreign countries to save money.  That’s all
good for them but sometimes when I call and get someone where
English is not their first language, I cannot understand what
they’re saying or communicate efficiently.  What is a
polite way of telling a customer service representative that you
can't understand them? Not trying to be discriminating or
criticize people who speak different languages. I just want
someone I can understand and communicate with. Anybody been in
this situation and with did you do?
#Post#: 77875--------------------------------------------------
Re: Sorry I can’t understand you - customer service
By: vintagegal Date: November 26, 2022, 6:13 am
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"I'm sorry, I'm a bit hard of hearing, and I'm having a hard
time understanding you. Can you transfer me to someone else?"
#Post#: 77876--------------------------------------------------
Re: Sorry I can’t understand you - customer service
By: jpcher Date: November 26, 2022, 8:57 am
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Yes, I have been in that situation. I try to work with the
person first. Politely letting them know that I'm having a
difficult time understanding them, asking them if they would
please speak slowly. Then, if I'm not quite sure what they said,
instead of asking them to repeat I'll say "You said blah blah
blah, is that correct?"
This usually works. It is a bit tedious at times and may take
longer to complete the conversation, but, with a little bit of
patience the CS rep will do their best to be understood. They
are, after all, being recorded.
Of course, if none of the above works, then I have no qualms
apologetically asking to talk to someone else who has a clearer
understanding of the english language.
#Post#: 77878--------------------------------------------------
Re: Sorry I can’t understand you - customer service
By: sandisadie Date: November 26, 2022, 9:09 am
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I agree this is frustrating. I also try to work with the person
if I've been on hold for awhile. But if not then sometimes I
just thank the person and hang up and try again hoping to get a
person I can understand clearly. My standard remark is to say
something like "I'm sorry but I'm having trouble understanding
you, could you repeat please?"
I've noticed that occasionally the phone connection is the
trouble and I will say that seems to be my problem in
understanding what is being said. I always am polite, even when
I decide to hang up and try again.
#Post#: 77885--------------------------------------------------
Re: Sorry I can’t understand you - customer service
By: Mrs Rat Date: November 26, 2022, 2:09 pm
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I've also politely asked to speak to someone else after asking
them to repeat themselves a few times. Sometimes I find its not
just the accent but the comprehension on their end.
#Post#: 77887--------------------------------------------------
Re: Sorry I can’t understand you - customer service
By: TootsNYC Date: November 26, 2022, 6:09 pm
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when I'm tired or feeling overwhelmed, I find I can't understand
someone with a strong accent, even though on another day, I
could. I feel ashamed of myself.
But otherwise, I ask them to please speak more slowly and
simply.
(My biggest problem is that I do NOT want to wait through all
the boilerplate their US bosses make them say, in their attempt
to "smooth over" the "not from the US" vibe)
#Post#: 77890--------------------------------------------------
Re: Sorry I can’t understand you - customer service
By: Rho Date: November 26, 2022, 9:46 pm
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My wording is " I heard you say "XYZ" what did you really say?
#Post#: 77894--------------------------------------------------
Re: Sorry I can’t understand you - customer service
By: oogyda Date: November 27, 2022, 7:55 am
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Hang up and call back, hoping you'll get someone you can
understand.
#Post#: 77897--------------------------------------------------
Re: Sorry I can’t understand you - customer service
By: Lkdrymom Date: November 27, 2022, 10:50 am
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The problem with hanging up and trying again is that you just
waited 45 minutes on hold to finally get to someone.
#Post#: 77903--------------------------------------------------
Re: Sorry I can’t understand you - customer service
By: vintagegal Date: November 27, 2022, 5:08 pm
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I'm not bothered by the accent IF I can understand them. What
bothers me is when THEY don't understand me. You can tell when
they are listening for a keyword and picking up on that so they
can look it up in their handbook and give you the boilerplate
response. Example - "I was told you would give me a refund by
check but it went back on my credit card." them - "You want a
refund?"
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