Tip: Highlight stress and, when needed, clarify for numbers, e. g.,“ That’ s FIFteen, one-five”( not fifty).
10 USE EMPATHY PHRASES WHEN MISUNDERSTANDING HAPPENS
Even with the best preparation, miscommunication can still occur. What matters is how you handle it:
• Instead of saying:“ I don’ t understand.”
• Try:“ I want to make sure I get this right. Could you please repeat that for me?”
These small shifts help maintain a positive and respectful interaction, especially when both the agent and the customer have accents.
11. BUILD A PERSONAL CLARITY TOOLKIT
Every agent should develop a personal toolkit of techniques that work for them, which may include:
• A phonetic alphabet card taped near the monitor.
• A list of“ word swaps”( formal → plain English).
• Reminders to slow down when nervous.
• Practicing two new idioms or slang phrases each week from the target customer region.
12. BUILD CONFIDENCE THROUGH PRACTICE
At the end of the day, confidence carries through the voice.
• Practice in front of a mirror to monitor mouth movement.
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• Record short voice notes daily: even reading a news article aloud helps.
• Sing along to songs, repeat riddles, or play word games: they all strengthen rhythm and fluency.
Remember: The goal isn’ t to sound“ perfect.” It’ s to be understood.
HOW TO TUNE YOUR EAR TO ACCENTS
Since I’ ve both taken calls and coached agents, I know how challenging it can feel when you’ re trying to understand someone with a different accent.
And to be clear,“ different accent” doesn’ t always mean English is their second language. Even native speakers sound different depending on their region or country. Think about the contrast between customers from Texas, New York, or London( England or Ontario, Canada).
The first step is self-awareness. Ask yourself: How do I feel when I don’ t immediately understand someone? If it makes you frustrated or even angry, that could be bias creeping in: and not the caller’ s fault.
Recognizing that bias is the first step toward overcoming it.( I wrote more about this in“ Unlock the Power of Inclusion and Equity”; you can read it here).
If the feeling is stress rather than anger— perhaps you’ re worried about AHT or that your break is approaching— that’ s natural too.
In those cases, take a slow breath, reset, and give the caller your full attention. Divided focus only makes accents harder to understand.
Here are a few practical techniques you can use in the moment:
• Ask clarifying questions. Example:“ Just to be clear, you’ d like names of pediatricians in ZIP code 46201, correct?”
• Paraphrase for confirmation.“ If I understand correctly, you need the phone number for XYZ Insurance?”
• Request an example. Sometimes a single concrete detail clears up the confusion.
• Blame the line, not the person. If you need the caller to repeat themselves, say:“ The connection isn’ t clear. Could you repeat that slowly?” Doing this avoids making them feel at fault.
• Ask for spelling. Use phonetics when necessary:“ Can you spell your first name? M as in Mike, A as in Alpha …”
• Practice active listening. Tune out distractions, take notes, and give your ears and brain a second to process what you’ re hearing.
The more you use these strategies, the more natural they become— and the easier it is to handle calls with confidence- no matter what accent you hear on the other end.
WHEN CALLERS STRUGGLE WITH YOUR ACCENT …
Earlier, I mentioned how callers may get frustrated if an agent struggles to understand them: especially if the agent blames it on the caller’ s language. But the reverse is also true: sometimes callers struggle to understand the agent’ s accent( also see BOX).
In these moments, it’ s natural for agents to feel embarrassed or even defensive. A 2022 Gallup survey via Hecctor AI found that 67 % of agents feel undervalued when their accents are criticized.
When I coach, I ask agents to reflect:“ Have you ever spoken to someone you couldn’ t understand? How did it feel when the roles were reversed?” This question usually prompts them to pause and realize that communication challenges affect both parties.
The key is not to take it personally. Not everyone will understand you immediately, and that’ s okay. What matters is how you respond. Go back to the basics of excellent customer service:
• Slow down and pace your speech.
• Stay calm and maintain a friendly tone.
• Use your clarity toolkit. Pause, spell words out, or paraphrase.
• Focus on the customer’ s needs, not your own discomfort.