Dear Eric: I often need help with tech support. When I call, I sometimes get a representative with a strong accent that I can’t understand. What is a polite way to address this? I sometimes just thank them and hang up and call back, hoping I will get someone that I understand. For the record, my hearing is perfect.

— Need Help

Dear Help: When you call a customer service or help line, you and the representative have the same goal—solving the problem, hopefully quickly. So, encountering communication issues—whether they’re due to a bad connection, trouble understanding one another, or anything else—keeps everyone from their goal. It’s no one’s fault and so it’s fine to just put it out there by saying, “I’m sorry, I’m having trouble understanding you. Is there someone else I can speak with?

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