WEBVTT

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I'm really...

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I'm sorry but...

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I still don't understand
what you want me to do!

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You have a very heavy accent
and unless there's someone there

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who speaks better English
than you, I can't help you.

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Huh... we don't need those
kind of customers!

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Oh...

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I wonder if Joann realizes
how rough that sounded?

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I mean, these are our customers... .

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I get frustrated, too, when
I can't understand someone.

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I can imagine how hard it would be if I was
trying to communicate in another language.

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I'm sure they would have a hard
time understanding me, too.

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In today's diverse world, we're
bound to encounter customers,

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vendors and even co-workers who
speak English as a second language.

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When we are tired and frustrated
it is very easy to dismiss a person

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that is struggling to speak English.

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It's moments like this
when we need to pause,

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take a deep breath...

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and exercise patience.

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Joann,

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I think you need a break
before your next call.

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That last one...
it sounded really frustrating.

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But I've been in the same
situation and it's difficult.

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But to provide the best customer service,

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we have to be patient when
working with customers

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who speak English
as their second language.