Yes. In my country , totally like that them hiring you but bullied you because you are a newbie. Everything must self learned it totally frustrated. Totally lack and worst of treatment for the employees and for the customers.
Customers don't make it easy. You say, "I'm doing everything I can to resolve this issue", and they come back with, "Well, CLEARLY, that's not enough!" Good response: "I'm so sorry to hear that, but I'm still here with you, and will stay with you until the issue is resolved."
These days, customer service RARELY "stay with customers til the issue is resolved"...they usually pass it off to the next person and they you start all over again.
Sir , It's with A heart full of appreciation & gratitude that I would like to be in conversation with you . Your presentation is marvelous & pronunciations are easily intelligible by even non- native speakers .The expressions you have mentioned & tone with which you have delivered are going to be extremely useful in pacifying the angry customers . But the word you have used SYMPATHY literally means to feel the same way & EMPATHY means to feel the emotions & expectations but without getting involved .I think empathy is prefered in professional communication, I suppose . However , this doesn't belittle the usefulness of the video , anyway . With good wishes & regards . Vishwas Gatne Pune India
I guess Im randomly asking but does any of you know of a method to log back into an Instagram account? I was stupid forgot my account password. I would appreciate any tricks you can offer me
Working in a call center gave serious anxiety and pannic attacks. It led me to the point where after every call I was focusing all my negative energy to that person and wishing to die or something bad happens to the customer. One day I received an email informing me that the customer was no replying to my email because died in a car accident. And I felt so good hearing this cause I hated that b*tch so much for screaming at me and making me feel unconfortable for several months. Then I realized that I was having mental issues, quit the job and started to see a psycologist. This industry is NOT for anybody.
For those and other reasons, they look for people that English is their second language, because bilinguals are less sensitive to mood changes in their second one. In my case, when a customer is yelling at me that makes me laugh. But if someone is yelling at me in Spanish well the situation is different you know
Im doing everything i can to resolve this Im right there with you Bear with me and ill take care of it right away Well have this sorted out in no time I would appreciate your patience If there anything else i can do just let me know
REQUEST FOR VIEWERS! I am currently building a full course on Customer Service, some of which will be on youtube. What topics do you want to see in this course?
Cloud English I wish you could have more AER (acknowledge, empathy, reassurance) phrases.. also more statements to calm an irrate customer. Thank you for this video, btw :)
For some reason when a Customer Service Representative say : .." I understand..." The customer gets even more angry..I guess this is a powerful keyword the customer DON'T WANT HEAR. Because deep down some CSR don't really "understand " I've been reading other powerful words that our brain reacts differently when we hear it. ..it's so complex and interesting to know
Most Americans cannot understand or have patience,they insist what they want even your doing your best to resolve their issue.. Some were good but 85% were bad Americans😒..Working as CSR have to empathize not just sympathize, it's really hard talking to narrow and close minded person 😖
I'm a Brazilian guy and I'm trying to get a new job and this job is necessary to have fluent English because I will further support to the client in English and I'm afraid about that because my English is terrible.. but your types help me out a lot thank you...
I am a Device support that usually deals with troubleshooting steps that usually take a bit longer(1hr+) and your tips are interesting! I will try these and I'll keep you posted 😊 Thank you in advance!
God bless you mate, you've been CRYSTAL CLEAR and you're helping me to get through an interview on this thursday. Take care I hope you flourish in anything you do!
Hi, my name is Samuel and i liked very much your video, just one thing. I rather prefer not to say to the customer "i understand your frustration" i think it will be better to aknowledge the problem, so instead of agravating or encouraging the customer to be more angry or more frustrated, just aknowledge the situation or the problem and that way the customer will feel like we care and that we are listening, so the service would be more personalized.
I like your fluency, expression, intonation, I could understand almost all video. I am newbie in this topic, but your information is really helpful. Thanks a lot. Keep it up.
The Customer Service English Course has launched! It's 7 hours and 48 lessons. Thank you all so much for the feedback and requests. Enjoy the course! www.udemy.com/course/customer-service-english/?referralCode=9C1F1B9BC18E4A99F9BE
I can't believe this !!! I was reading some comments in a totally non related video (something about war) while hearing this video and someone writed "ASAP", i was reding exactly that word at the same time you explained it, omg.
Wau!!! Esto sí me gustó porque se le escucha bien, fluido el Idioma necesito que bajen más información de éstas gracias amigos, no sabes como me Siento de bien, poder escucharte con un Inglés bien hablado,
"I'm doing everything I can" doesn't work because every customer knows that if they say just the right thing... they'll magically get what they want, but not until they say what ever the magic thing is. "If there's anything else I can do, let me know" contradicts "I'm doing everything I can." "Don't hesitate to ask if there's anything else you need" does not mean this problem is solved. It means you've reached the end of help with the current problem. "I'll be here" within my work week, but you'll probably talk to someone else when you call again. "I will keep you updated" means they'll put your case into the computer and the computer will probably update you instead. "Sympathy" phrases are always rambled-off as the person reads it off a screen. It's inauthentic, which means they're not sympathetic and people can hear it. These phrases are only the existence of customer service, they're not good or great customer service. Taking it to great customer service requires things that aren't described in this video.
Well, instead of saying "I'm doing everything I can to get this resolve" why not say " I'll do everything everything I can to help you out".. Am I right ?? hahahaha
It's with A heart full of appreciation & gratitude that I would like to be in conversation with you . Sir , the way you have presented the topic is simply marvelous . Clarity of pronunciations & tone with which you have deliverd the expressions need to be immensely appreciated . Even A layman can follow easily esp. non- native speaker . But the word SYMPATHY seems to be out of place in professional communication , I suppose . The word EMPATHY can be more relevent & professional in stead . However , this doesn't lessen the usefulness of the lesson any way . I strongly feel the lesson is going to be immensely useful to pacify angry customers & serve its purpose . With best wishes & regards Vishwas Gatne Pune INDIA
Could you make some more videos on how to deal with irate customers. . This video is good for me to teach adult migrants who wish to work in retail industry.
This is very important to add on reviewing as a newbie applying at a Call center very informative so helpful not only that i saw and read all here with their suggestions comments and replies that can be also a add on it...thank you so much!😊
Me fascino este tipo de información gracias, Muchacho por darnos esta ayuda, en lo particular me gusta porque no tengo, conquien Conversar ni practicar él Inglés, pero me gustó muchísimo esto, gracias Chico que Ds te Bendiga y Cuide Amén
I'm doing everything I can - the first phrase you mentioned can be seen as condescending by most English Speakers. You could use 'I am using all the tools I have to help you with this, be sure that I'm doing my best to help you with the issue'. Also, what you said is 'sympathy' is actually empathy LOL
I would also add that saying "I'm doing the best I can" is not the best thing to say - it actually can come across as aggressive - only escalating the tension with someone.
Thanks ..... iam going fr an interview tmrw n ur video was of great help to resolve my many queries......U r a great human n ur work reveals that u always try to help others in the most effective way u can ..... stay simple... stay human 👍🏻
It may be far from the topic, but your eyes are wonderful😊 Thank you for the ideas that you share thru this video! It greatly helped me as a customer service agent. Thank u...
Sympathy an empathy are different, sympathy means one feels sorry for someone, empathy is showing and understanding of how/why the customer feels. Let's not feel sorry for a customer
I love you !!! Man con todo Respeto me gusta, este tipo de aprendizaje además se te, escucha muy bien y a practicar éstos EJEMPLOS, gracias Ds te Bendiga y Cuide Amén
if you say im doing everything i can it shounds like you are getting fed up with the customer and excusing yourself instead of wanting to try harder. its better to say i will try to do as much as i can to help
I'm doing everything i can to resolve this I'm right there with you and i understand ur frustration. Bare with me and i'll take care of it asap. We'll have this sorted out in no time. I would appreciate ur patience If there is anything else i can do just let me know
What a great video!!!. I love the way how you explain everything. This can be useful for me. I will make it count!!!. Good explanation of the words resolve and solve. Both can be similar but they are not. Thanks for their meaning.
Very impressive preaching video, but right now my wife and I using the same network have been charged (unauthorised) by RUclips for two month and don’t even know where and how to lodge a complaint. Except some expert pages who are asking for more money for their services.
Saddest part is.. You already did everything that you can. The issue was resolved and the customer was so happy but still gave you badsurvey 🥺
Sounds like something an amazon customer would do lmao
@@matthieuratrimoson3271 as a csa who work for amazon chat support I feel bad 😞
Totally feel you 🥺
Yes. In my country , totally like that them hiring you but bullied you because you are a newbie. Everything must self learned it totally frustrated. Totally lack and worst of treatment for the employees and for the customers.
It happened with me last week
Customers don't make it easy. You say, "I'm doing everything I can to resolve this issue", and they come back with, "Well, CLEARLY, that's not enough!" Good response: "I'm so sorry to hear that, but I'm still here with you, and will stay with you until the issue is resolved."
These days, customer service RARELY "stay with customers til the issue is resolved"...they usually pass it off to the next person and they you start all over again.
"... and will stay with you until the issue is resolved". Is that a threat? (kiddinggg)
Sir , It's with A heart full of appreciation & gratitude that I would like to be in conversation with you . Your presentation is marvelous & pronunciations are easily intelligible by even non- native speakers .The expressions you have mentioned & tone with which you have delivered are going to be extremely useful in pacifying the angry customers . But the word you have used SYMPATHY literally means to feel the same way & EMPATHY means to feel the emotions & expectations but without getting involved .I think empathy is prefered in professional communication, I suppose .
However , this doesn't belittle the usefulness of the video , anyway . With good wishes & regards .
Vishwas Gatne Pune India
I guess Im randomly asking but does any of you know of a method to log back into an Instagram account?
I was stupid forgot my account password. I would appreciate any tricks you can offer me
However instead of but
Working in a call center gave serious anxiety and pannic attacks. It led me to the point where after every call I was focusing all my negative energy to that person and wishing to die or something bad happens to the customer. One day I received an email informing me that the customer was no replying to my email because died in a car accident. And I felt so good hearing this cause I hated that b*tch so much for screaming at me and making me feel unconfortable for several months. Then I realized that I was having mental issues, quit the job and started to see a psycologist. This industry is NOT for anybody.
I appreciate your honesty. I agree. Not for everyone. And those who do it well deserve respect.
Ohy God, so sorry, I hope you feel well now. First your health
For those and other reasons, they look for people that English is their second language, because bilinguals are less sensitive to mood changes in their second one.
In my case, when a customer is yelling at me that makes me laugh. But if someone is yelling at me in Spanish well the situation is different you know
@@jonatthank if somebody do in spanish What do you do ?????
I always do the A. E . R. This stands for Aknowledge , Empathise & Reasurre ....
Empathy and acknowledgement are the 2 most important forms of expression when it comes to customer service! 🤗👍🏾
What if you're too empathetic..? I have that problem.
@@lamppuu1
I guess there can be a limit to being empathetic! Lol
@@lorishu48103
Absolutely! 🤗👍🏾👌🏾
Im doing everything i can to resolve this
Im right there with you
Bear with me and ill take care of it right away
Well have this sorted out in no time
I would appreciate your patience
If there anything else i can do just let me know
REQUEST FOR VIEWERS! I am currently building a full course on Customer Service, some of which will be on youtube. What topics do you want to see in this course?
Cloud English I wish you could have more AER (acknowledge, empathy, reassurance) phrases.. also more statements to calm an irrate customer.
Thank you for this video, btw :)
Lovely Juan thanks for the request. I’ll build it into the course.
How to pacify upset customers and assurance.. building trust thank u for this vid this is ver helpful
Very good suggestion. Thank you!
I'd love you to make a video with examples of calls and how to handle different types of customers. Thanks for your videos.
I opt for empathy rather than sympathy!
Tend to agree
It is empathy not sympathy
Rather have both
Exactly,sympathy is just like you only know the cx's concern,while empathy you care the cx's concern
He said sympathy and gave the definition for empathy.
Thank you! Your english is super clear and easy to understand!!! 💪
I agree with you man
Agree
@@joseluisrosarioministry3961 po
His english is amazing to understand!
Yes I LOVE IT HEAR IT IS NICE .
For some reason when a Customer Service Representative say : .." I understand..."
The customer gets even more angry..I guess this is a powerful keyword the customer DON'T WANT HEAR. Because deep down some CSR don't really "understand "
I've been reading other powerful words that our brain reacts differently when we hear it. ..it's so complex and interesting to know
I discussed this question in the full course as well. Actually, it can feel condescending if said without the right degree of genuine empathy.
and what are those other best options?
OMG, I love the way you speak boy. It's so clear and understandable.
I am doing everything I can to resolve this
I understand your frustration
Bear with me
Most Americans cannot understand or have patience,they insist what they want even your doing your best to resolve their issue.. Some were good but 85% were bad Americans😒..Working as CSR have to empathize not just sympathize, it's really hard talking to narrow and close minded person 😖
some of them want you to create magic
I totally agree with u guys.
I feel you.
Your company sets you up to fail the customer by not allowing you to actually resolve issues.
Some of the americans especially those old man/woman is a fucking dumbshit even though you did everything.
I am applying as a customer service representative.. I'm pretty sure that this video will give me more knowledge. Thank you
Thank you for the video! I'm struggling as a new customer service representative! I find this very helpful.
I'm a Brazilian guy and I'm trying to get a new job and this job is necessary to have fluent English because I will further support to the client in English and I'm afraid about that because my English is terrible.. but your types help me out a lot thank you...
All these things would show how professional you are and ur boss would be happy 🙂🙂 seeing that
I am a Device support that usually deals with troubleshooting steps that usually take a bit longer(1hr+) and your tips are interesting! I will try these and I'll keep you posted 😊 Thank you in advance!
That "Hahaha its still pink" You made me laugh.. 😂😂 You're so cute.
I just wanted to thank you for the videos you post they have helped my wife agreat deal with her customer service training.
God bless you mate, you've been CRYSTAL CLEAR and you're helping me to get through an interview on this thursday. Take care I hope you flourish in anything you do!
How did it go?
I work in Call Center but this video is amazing since can be used to descalate a call.
This is my first time I see the channel I have just subscribed with it....i do love English lord😭😭😭😭
More like empathy than sympathy.
That's exactly what I am thinking as well :D Hahahaha
Hi, my name is Samuel and i liked very much your video, just one thing. I rather prefer not to say to the customer "i understand your frustration" i think it will be better to aknowledge the problem, so instead of agravating or encouraging the customer to be more angry or more frustrated, just aknowledge the situation or the problem and that way the customer will feel like we care and that we are listening, so the service would be more personalized.
Thank you, for me this is the best RUclips channel that can enhance my communication skills.😊
I like your fluency, expression, intonation, I could understand almost all video.
I am newbie in this topic, but your information is really helpful.
Thanks a lot.
Keep it up.
The Customer Service English Course has launched! It's 7 hours and 48 lessons. Thank you all so much for the feedback and requests. Enjoy the course! www.udemy.com/course/customer-service-english/?referralCode=9C1F1B9BC18E4A99F9BE
Please we need near the words used in offices like give the id your vessel your dob ect... please do this pluseare
@@karimlouqdyeme1939 That is in the course.
Cloud English Hi Luke. I am Ivy
VERY HELPFUL DUDE since i am a beginner in a BPO Industry it helps a lot to me.
Good job teacher from Guatemala.
I found it helpful. Thank you.
Thank you very much this will help when i forward it to my junior team
New in the tech industry..landed an interview as a cellular phone sales rep 💯
I can't believe this !!! I was reading some comments in a totally non related video (something about war) while hearing this video and someone writed "ASAP", i was reding exactly that word at the same time you explained it, omg.
I think Jung calls that synchronicity
@@CloudEnglish 😂
Wau!!! Esto sí me gustó porque se le escucha bien, fluido el Idioma necesito que bajen más información de éstas gracias amigos, no sabes como me Siento de bien, poder escucharte con un Inglés bien hablado,
Thank you so much! It will help me a lot to assist xfinity customer.
Thank you for you videos, I learn a lot.
thanks for this video it's so useful for all wanting to learn call center
HEY THANSK AND GREETINS FROM BOGOTA COLOMBIA!
"I'm doing everything I can" doesn't work because every customer knows that if they say just the right thing... they'll magically get what they want, but not until they say what ever the magic thing is. "If there's anything else I can do, let me know" contradicts "I'm doing everything I can."
"Don't hesitate to ask if there's anything else you need" does not mean this problem is solved. It means you've reached the end of help with the current problem.
"I'll be here" within my work week, but you'll probably talk to someone else when you call again.
"I will keep you updated" means they'll put your case into the computer and the computer will probably update you instead.
"Sympathy" phrases are always rambled-off as the person reads it off a screen. It's inauthentic, which means they're not sympathetic and people can hear it.
These phrases are only the existence of customer service, they're not good or great customer service. Taking it to great customer service requires things that aren't described in this video.
Well, instead of saying "I'm doing everything I can to get this resolve" why not say " I'll do everything everything I can to help you out".. Am I right ?? hahahaha
Thank youu
It's with A heart full of appreciation & gratitude that I would like to be in conversation with you .
Sir , the way you have presented the topic is simply marvelous . Clarity of pronunciations & tone with which you have deliverd the expressions need to be immensely appreciated . Even A layman can follow easily esp. non- native speaker . But the word SYMPATHY seems to be out of place in professional communication , I suppose . The word EMPATHY can be more relevent & professional in stead . However , this doesn't lessen the usefulness of the lesson any way . I strongly feel the lesson is going to be immensely useful to pacify angry customers & serve its purpose .
With best wishes & regards
Vishwas Gatne Pune
INDIA
老师发音非常清楚准确,易学如果能有中文字幕,那就太好了,您的教学将天下无敌!
I appreciate your patience
Thanks for your patience
that is empathy buddy..sympathry is liking a person. nice video.
Could you make some more videos on how to deal with irate customers. . This video is good for me to teach adult migrants who wish to work in retail industry.
Hey! It's me Rahib. This video help's me a lot in terms in dealing a customer... Thank you for uploading this video! You rock my world! :)
This is very important to add on reviewing as a newbie applying at a Call center very informative so helpful not only that i saw and read all here with their suggestions comments and replies that can be also a add on it...thank you so much!😊
Me fascino este tipo de información gracias, Muchacho por darnos esta ayuda, en lo particular me gusta porque no tengo, conquien Conversar ni practicar él Inglés, pero me gustó muchísimo esto, gracias Chico que Ds te Bendiga y Cuide Amén
By sympathy, you meant "empathy'. Really good vidéo! Thank you so much!!
I'm doing everything I can - the first phrase you mentioned can be seen as condescending by most English Speakers. You could use 'I am using all the tools I have to help you with this, be sure that I'm doing my best to help you with the issue'.
Also, what you said is 'sympathy' is actually empathy LOL
I helped me when I worked at a call center. Thank you
Wow thank you so much this Chanel is amazing beautiful English
Thank u so much man!!!! Amazing!!!! It’ll help me a lot!!!
Awesome video! Great tips! Very helpful and timeless!
This material is pure gold! Thanks so much ❤
I would also add that saying "I'm doing the best I can" is not the best thing to say - it actually can come across as aggressive - only escalating the tension with someone.
Exactly I just thought the same the client just thinks that his or her issue isn’t probably be solve .
Thank you so much for all your help, these going to be very useful for me.
Thanks ..... iam going fr an interview tmrw n ur video was of great help to resolve my many queries......U r a great human n ur work reveals that u always try to help others in the most effective way u can ..... stay simple... stay human 👍🏻
Its very helpful as call center virgin. Awesome!
thank you so much! It helps me for my interview someday
It may be far from the topic, but your eyes are wonderful😊
Thank you for the ideas that you share thru this video! It greatly helped me as a customer service agent. Thank u...
Thanks for your examples and explanation, it is useful!
Thank you very much. These phrases are really useful.
THANK YOU FOR THIS VIDEO
Hi sir i bump into your channel and i find out your so precise on how you say things clearly. I subscribes bcoz of that. Keep it up.
Amazing video !
That is exactly i was looking for
Sympathy an empathy are different, sympathy means one feels sorry for someone, empathy is showing and understanding of how/why the customer feels. Let's not feel sorry for a customer
How to show appreciation and being warm and friendly towards customers?
Very Appreciative, Indeed...I think it's very helpful for people starting like me. Thx!!
Thank you , your vídeo help me beacuse I'm learning english in this moment and costumer service is the topic for me right now
I love you !!! Man con todo Respeto me gusta, este tipo de aprendizaje además se te, escucha muy bien y a practicar éstos EJEMPLOS, gracias Ds te Bendiga y Cuide Amén
if you say im doing everything i can it shounds like you are getting fed up with the customer and excusing yourself instead of wanting to try harder. its better to say i will try to do as much as i can to help
You will be a good customer service representative, any company would be glad to hire you.
Nice.....
Your English is easy to understand,
Got a lot of thinks
Tnx
,
very good information...thanks
I'm doing everything i can to resolve this
I'm right there with you and i understand ur frustration. Bare with me and i'll take care of it asap. We'll have this sorted out in no time. I would appreciate ur patience
If there is anything else i can do just let me know
Thank you so much, very important phrases, love them ❤
Very informative and useful sentences! Thank you so much!
Thank you!
Your lesson is amazing and fascinated!!! Thank you so much.
I am doing everything I can do.
I will keep yoy updated.
Bear with me and I'll take care of it as soon as possible.
Thank you !!! I better understand your English than other
THANK YOU
Hello dear professor !!, thank you very much for your awesome lessons , they are for a huge help !!. Regards from Colombia.
You have no idea how much i needed this video 🤧
Your English is super easy and clear
I am a call center agent aspirant hope I will pass assessments and interviews ❤
Thanks a lot, I'm about to have an enterview and I need some expressions to say to the examinator.
Greetings from Peru
Thanks for the information, it's really helpful for me.
Thanks for the video it really help me
I really enjoy whatching your video, it is a very important information. Thanks a lot.
This is great, thanks a lot for these useful expressions
Blessings.
Thanks a bunch
Thank you for sharing this with us and helping!
When I say to customers "I am doing everithin I can" they get really upset and say, I want to talk to your supervisor.. Not a good idea.
Thank You so much, i'm hispánic and i can understand súper clear your English and your tips are really good.
Thank you so much for the video . Those phrases will help me a lot !!
Very useful,thank you
So helpful. I wrote it all down.
Great! Glad it is useful.
What a great video!!!. I love the way how you explain everything. This can be useful for me. I will make it count!!!. Good explanation of the words resolve and solve. Both can be similar but they are not. Thanks for their meaning.
Very impressive preaching video, but right now my wife and I using the same network have been charged (unauthorised) by RUclips for two month and don’t even know where and how to lodge a complaint. Except some expert pages who are asking for more money for their services.