“I apologize for this experience, let me take a look why there’s a 5-dollar additional charge in your bill” From here, you build rapport, and establish that you have understood the customer/their intent / their concern, and that you are there and willing to help them
Omg you are really good in handling irate callers or upset customers. Turning around the table for them to stay and understand what is going on. Kudos to you Candice!
This chanel caught my attention, you must be the only one doing this type of content..I've been searching for this type of videos for a long time. Good Job!!! ..I hope your channel gets a lot of attention, is really good, thanks for sharing your knowledge!
Believe me I learned so much in this one video I'm a retention agent and I'm looking for this kind of videos Tysm been a follower eversince and you help me a lot with my journey in BPO. not as good as you but hoping someday lovelots ❤❤
Lol i think she was on autopay. But retention agent was very attentive to client and very patient with customer. I'm proud to be with the please stay with us team 😂
Kwestyon i Would Request You to Please Make A Video For Extra Good and Excellent Customer Service Which Consists of Lots of Patience Empathy and Escalation Handling Skills Please
It was close to the beginning of the call when the customer said, "I've been with you for about 5 years now, and this is the first time I've encountered this." Claire could've empathized and assured her instead of just responding, "One moment, while I check your account first."
I wouldn't say she's overreacting. She was initially confused about the charge. If Claire had simply provided the facts and acknowledged the customer's emotions, she likely would have hung up the phone relatively unbothered. The call escalated because every time Samantha expressed her frustration, it went unacknowledged and even dismissed. In my experience, it's typical for customers to grumble here and there, but it's almost always immediately resolved with generic rapport and acknowledging statements. What matters is the message that implies, "I hear you."
Claire is at fault she did not emphathize when cx tell the concern. She focus how to resolve cx concern without addressing the feeling of the cx. Thank you for this video because I admit. Sometimes, I'm just like Claire.❤
You know something I tried to do this job but sometimes It's hard to deal with the load of job for example this year I started to work for a customer service campaign this is my very first time unfortunately the training was really poor they push us to start taking calls in the 3rd week anyway this is my first month but I had previous experience in the call center role more than one year but I realize that this is not the job that I want for me is too much stress and they don't pay you enough at least here in Mexico they pay you like 650 dollars per month and that's not enough for taking care of a family I will try something else. I think that was good for getting more experience but I'm tired of this.
I totally understand. I don't recommend staying in a call center either. For some people's situations, this job is the answer. For some, it's better to move on and seek greener pastures.
ah ganito pala gawin para maka kuha ng free subscription ahahaha, yung iba refund kaya dati my client ako dami nyang account sa amazon at nangunguha ng refund wahaha kasi ang bilis mgrefund sa amazon at ebay, yung iba pa return return para makakuha ng bagong item and nireturn pala lumang gamit nila hayz
Yep, because this wouldn't have been the case if the first agent handled the issue a bit better. The initial reason for the call was the unknown charge, but the reason for her cancellation was the passive- aggressive tone of the first agent. Most customers would just let this go but this one didn't. And one of the purpose of customer service is to recognize that customers have various temperaments that require different maneuvers. This is also a retention account so the main goal is to save the customer's membership as it's more expensive to acquire new ones than keep existing ones. This customer is worth saving. The product wasn't even her issue, it was the could-be-better call handling of the first agent, which in my opinion, is easy to resolve compared to bigger reasons like: the product is no longer needed or they found another with half the price that you can't possibly price match.
I don't understand what the 1st agent should have said to avoid irritating the customer. Can you explain please?
Here's a detailed video I made to answer your question: ruclips.net/video/Ewxa8KCfxnc/видео.html
Should’ve had a stronger greeting/rapport + sounding dismissive and uncaring
0:28 no acknowledgement. Dun palang bad experience na to for cx
“I apologize for this experience, let me take a look why there’s a 5-dollar additional charge in your bill”
From here, you build rapport, and establish that you have understood the customer/their intent / their concern, and that you are there and willing to help them
Omg you are really good in handling irate callers or upset customers. Turning around the table for them to stay and understand what is going on. Kudos to you Candice!
This chanel caught my attention, you must be the only one doing this type of content..I've been searching for this type of videos for a long time. Good Job!!! ..I hope your channel gets a lot of attention, is really good, thanks for sharing your knowledge!
Thank you! 🙏🏻
Thank you so much for your interview tips on Customer Service. I spent one week watching you prior to my interview. I got the job. Thank you lady.
You deserve it. Congratulations!
Very nice mock call video! More of these please
Acknowledgment is the key and positive scripting. Thanks kwestyon.
You're my inspiration! Thank you for this vid!
customers are like kids, the first agent wasn't even aggressive nor a terrible agent for the customer to cancel her subscription.
Acknowledgement of what the customer is feeling. Okay got ittt
as someone in the retention department team wish all callers are like this willing to listen
Believe me I learned so much in this one video I'm a retention agent and I'm looking for this kind of videos Tysm been a follower eversince and you help me a lot with my journey in BPO. not as good as you but hoping someday lovelots ❤❤
Thank you. Kahit papaano may idea na po ako paano makipag-usap sa mga ganitong customers
This is a great mock video. Customer Service is super important 🙏
Lol i think she was on autopay. But retention agent was very attentive to client and very patient with customer. I'm proud to be with the please stay with us team 😂
Sometimes, customers just look for a supervisor to get free services 😂
Yesssss 🤣🤣🤣🤣
Napaka ganda mo lagi na kitang napapanaginipan ❤️
Kwestyon i Would Request You to Please Make A Video For Extra Good and Excellent Customer Service Which Consists of Lots of Patience Empathy and Escalation Handling Skills Please
I like yours way of dealing with the cx!
Learned alot!
Thank you Soo Much!
Love From Pakistan!
Napaka useful nito sakin since i always take escallation calls😂
Please make a receptionist mock call, like in a vet clinic.
Great video ❤!!!!
thanks, great job!!!
Wow lodi... Thank you for this ❤️
Another great lesson, Kwestyon!
Hello! I didn't notice the first strike ¿When it happened? 😮 Is this costumer overreacting?
It was close to the beginning of the call when the customer said, "I've been with you for about 5 years now, and this is the first time I've encountered this." Claire could've empathized and assured her instead of just responding, "One moment, while I check your account first."
I wouldn't say she's overreacting. She was initially confused about the charge. If Claire had simply provided the facts and acknowledged the customer's emotions, she likely would have hung up the phone relatively unbothered. The call escalated because every time Samantha expressed her frustration, it went unacknowledged and even dismissed.
In my experience, it's typical for customers to grumble here and there, but it's almost always immediately resolved with generic rapport and acknowledging statements. What matters is the message that implies, "I hear you."
@@Kwestyon ok, thanks a lot, I'm taking notes 🙏🙏🙏
But it always happens in call center 😅 sometimes you receive really weird calls with ridiculous questions😢
Claire is at fault she did not emphathize when cx tell the concern. She focus how to resolve cx concern without addressing the feeling of the cx. Thank you for this video because I admit. Sometimes, I'm just like Claire.❤
Great video I wanna watch it repeated times.
Lmao, in this context the customer was ridiculous.
How do you handle Business accounts for their networking issues
im a little concern to that first agent did she get fired??
Nah, just underwent some coaching and a little bit of dressing down.
You know something I tried to do this job but sometimes It's hard to deal with the load of job for example this year I started to work for a customer service campaign this is my very first time unfortunately the training was really poor they push us to start taking calls in the 3rd week anyway this is my first month but I had previous experience in the call center role more than one year but I realize that this is not the job that I want for me is too much stress and they don't pay you enough at least here in Mexico they pay you like 650 dollars per month and that's not enough for taking care of a family I will try something else. I think that was good for getting more experience but I'm tired of this.
I totally understand. I don't recommend staying in a call center either. For some people's situations, this job is the answer. For some, it's better to move on and seek greener pastures.
Un super like ❤️❤️
ah ganito pala gawin para maka kuha ng free subscription ahahaha, yung iba refund kaya dati my client ako dami nyang account sa amazon at nangunguha ng refund wahaha kasi ang bilis mgrefund sa amazon at ebay, yung iba pa return return para makakuha ng bagong item and nireturn pala lumang gamit nila hayz
You'll get dsat in this kind of call.
ano po brand ng headphone ?
Sennheiser po ito. Pero okay din ang Plantronics.
The audio here is not from the headphone btw. 🤭
❤❤❤❤
Idol
She is not Indian
#epic
So you offered her 2 months charge free service because she abused you as well as the customer service agent?!
Yep, because this wouldn't have been the case if the first agent handled the issue a bit better. The initial reason for the call was the unknown charge, but the reason for her cancellation was the passive- aggressive tone of the first agent.
Most customers would just let this go but this one didn't. And one of the purpose of customer service is to recognize that customers have various temperaments that require different maneuvers.
This is also a retention account so the main goal is to save the customer's membership as it's more expensive to acquire new ones than keep existing ones.
This customer is worth saving. The product wasn't even her issue, it was the could-be-better call handling of the first agent, which in my opinion, is easy to resolve compared to bigger reasons like: the product is no longer needed or they found another with half the price that you can't possibly price match.