CALL STARTS AT 2:54 (FIRST PART OF VIDEO IS IMPT DISCLAIMER THOUGH) HERE ARE THE GUIDE QUESTIONS. LOOKING FORWARD TO YOUR ANSWERS. :) 1. What was the customer's concern? 2. How did the agent resolve the concern/issue? 3. What did the agent do well in the call? (GEMS) 4. What can the agent improve on? (OPPORTUNITIES) 5. If you're the agent, what will you do differently? -- CHECK OUT BLAIRE'S CHANNEL HERE: ruclips.net/user/EmjayCuenco
Call Center Ninja 1. The customer concern was to remove the fees. 2.the agent couldn't resolve the issue. 3. The agent was calm although the customer was a bit rude. 4. The agent could have tried more to help the customer. 5. I would tell the customer that I will check if there's something that can be done and get back to him.
hello call center ninja, please check here are my answers. thank you more power to you. 1. The customer’s concern was his bank fees sand he wanted to remove the fees. 2. The agent doesn’t resolve the customer’s issue. 3. The good thing that the agent did well was she provided to the customer the exact way of paying on time in such a way the customer won’t be charged any extra fees in the future. 4. I think the agent can improve more on empathizing the customer and relate to what he is feels, But the agent is more focus on the policy of the company and did not even consider the customer’s concern. 5. I would tell to the customer that I will check if there’s a way I could help him to make up for his situation.
@@miyawaki-samasakurasabgren4312 Hi Sab! Yes I agree with your answers. It's always good to check how else you can help the customer rather than just be too stiff with the policy. Thanks for your time in answering. 😃🙏
1. The customers concern is to remove the fees in his account. 2. the agent resolved the issue by clearing to the customer that he didnt pay in due time. and theres no other option about it because its under the rules of the company. 3. the agent did well by being calm and focus to the problem. and even though the caller wants to talk to the supervisor the caller wouldnt get the fee back anymore. 4. i observed that the agents temper arises and its obvious in the conversation .. its better to keep the tempee at bay to prevent further problems 5. if im the agent i will try to convince the caller that the services we provided to him had rules and regulations that if the fee is not paid in due time there's really additional charges so i will advice to the caller to slowly pay even little by little so that his charges will be removed and he can start a new service plan to remind him that he should pay on due time
1. The customer complaint about his fees or penalty due to paying his bill late. 2. The agent directly said no, that she can't help the customer and can't do anything about it. 3. For me, it's good that the agent answer honestly and advise the customer to pay his bill before the due date. 4. She can improve her approach. She should be calm and try to vent the customer emotion by trying to say positive phrases and advices. 5. If I'm the agent, first I'll say " I fell sorry for what you're experiencing right now. I will try my best to addressed your concern." for the customer to be calm and in that way he'll think that you are reliable. For the solution, uhm... I will inform him that the best way for him not to be penalize much more expensively is to pay his fees. And give him advise him to pay his bill ahead of time. (I really don't know the possible solution hehe)
I just found your videos. I just started at a call center and my biggest issue at the moment is getting my empathy statement said at the right time. I have no trouble with empathy throughout the call, but we need to say it as soon as the guest finishes telling the situation. I'm glad to have found your videos. I'll watch more to see if I can improve. Thanks 1. the customer was wondering why he had fees and he wanted them removed. 2. Even though the issue was not resolved to his satisfaction, the agent informed him of what the fees were, and how to avoid future fees. 3. the agent had empathy for the guest. spoke in a polite and clear tone, 4. the agent could work on a better empathy statement. I jus started in a call center and we use a 3 part empathy statement at the beginning of the call. The agent also sighed in the phone, showing a frustration with the customer. She could work on the way she explained the fees 5. I would have validated his situation more. use my own experience of having late fees to hopefully get him to understand there was nothing I could do about the fees
1st thank you for YOUR videos I'm taking information from your videos. REA😊😊. I'm training to get a customer service job here in Mexico Monterrey. So yea REA thank you for YOUR videos and advices. 1. The client's concerns were about he's free in his account . 2. Well she checked the system and the information about the client's late fees,and well did everything within her power to help the client. 3. Love, How she stayed cool clam an had all the reasons and or answers to the client's late fees problems and also the way she responded. To all the question. And did everything well in the call. 4. Nothing really but I would of said remember that this a record line. But I think the client's knows that. 5. Nothing everything was perfect in my opinion. But wow hope I'm like this on my 1st day on floor with great attitude and confidence. Thank you REA🤗😊
1.The customer wants to eradicate the extra charge fees. 2.she checked the account if the customer paid or not on the exact time then the agent found out that the customer didn't pay before his due date. 3.She handled it proffesionally, she care about what it feels like on the customers condition or simply empathize and she answered it with respect. 4.She answered it very well so i don't think that she need to improvise. 5.I'll answer it straight ahead so that we can save time and also to fix things.I'll do my 100% best to find a ways for making these problems more easy to handle in the future.
I'm here because I'm going to have my validation interview within this week and i am preparing to it thru watching ur vids. Ur vids r so helpful specially for someone like me who is new to this kind of industry and thank u for making this kind of content it gave me a lot of ideas. More power to ur channel 😊
1. What was the customer's concern? The extra fees. 2. How did the agent resolve the concern/issue? "The agent has to abide by the rules of business. The fee has to be paid." 3. What did the agent do well in the call? (GEMS) "The agent was understanding of the customer's case. And also suggested how to avoid this scenario." 4. What can the agent improve on? (OPPORTUNITIES) "Maybe asking the customer if he needs an email reminder of payment." 5. If you're the agent, what will you do differently? "Parting from the notion that I don't have any experience in call center, I think that I would have put the customer on hold while I would ask my manager if there is something I am missing and not doing."
1. What was the customer's concern? 2. How did the agent resolve the concern/issue? 3. What did the agent do well in the call? (GEMS) 4. What can the agent improve on? (OPPORTUNITIES) 5. If you're the agent, what will you do differently? 1.The customer's concerned is why do he have fees in his banked account and he want to removed those fees. 2.The agent checked the account and recommend he can avoid his fees by paying before 4 PM of his due date. 3.She answered all his concern and reiterate the bank's policy. 4.Maybe, she can do more an emphatic reactions. 5.I feel sorry for him but there's nothing she can do because that's the bank policy. January 22, 2019 is my first mock call. Hope I can do it. Thanks for the video. Sorry for my grammatical error. :(
1. The agent sound enthusiastic and knowledgable 2. The associate itself did not show some other options to assist the customer 3. The associate was able to show experties through out the call however she did not expound at least one way to ease customer problem 5. The agent did not provide self service options on how to pay the bill just on time.
the agent didn't do what was her main duty, to help the customer solve the problem and explain more the details and policy of the company, instead she blamed him for his mistake. and thats bad for my opinion
Hi Miss Rea, 1. The customer's concern was the added fees for his late payment and he wanted these fees to be removed from his account. 2. The agent, sadly, did not resolve the customer's concern. 3. Things the agent did well during the call a. She tried to build rapport with the customer when she asked, "How can I make you smile today?" b. She remained calm during the call even if the customer was rude. c. She didn't do something illegal; she did not remove the fees even if the customer insisted. 4. Agent's rooms for improvement a. Acknowledge the customer's frustration. Maybe he is confused when actually he paid his fee on the due date but not within the time frame, before 4PM. And repeating that policy, will make him even more frustrated. b. She was very quick with her responses and she sighed, that is why, she appeared to be a snob and someone who is not doing her job well. She should assure the customer that she is doing something. Tell the customer to wait for at least a certain amount of time to look into her resources. Assure the customer that his concerns were thoughtfully considered rather than saying "I can't do anything about it." 5. If I were the agent, though it will be difficult but not impossible, I would acknowledge first the customer's frustration. Then, when he is calm enough, I would explain that all accounts with the bank has their own policy to follow as to avoid added charges. The only way to do it is to pay the surcharges and be mindful next time to pay on time (I do not know if this is applicable, though.) Hope this helps. Looking forward on your thoughts.
1. The costumer was concerned about getting his extra fees removed. 2. She explained thoroughly the situation on what happened, and the reason why he had extra fees was not paying on time before the payment's cut-off time. 3. The agent remained calm as possible in order to assist the concern of the costumer as well as suggesting possible things to do to avoid future extra fees. 4. The agent should have offered the costumer possible promotions that could reach his income, or what he could afford(?) 5. I would try to lessen his frustrations, and look for possible solutions to fix, or help the costumer with. Hi, I applied for a CSR position, and was accepted for the job, even if I did not have any bpo work experience at all. My only concern right now is how to pass my training especially mock calls, because this is really my first time in the industry, and maybe i would stutter while answering calls. I would like to ask how and what to practice with, in order to boost my confidence and my english speaking skills.
Hi Dandan, thanks for taking the time to answer. Congrats on your new job. To answer your questions, kindly go to the home tab/page of my channel and you can see that videos are arranged by playlist. Check out the call center training playlist. I have answered all your questions there. Hope it helps! Good luck. 💗
I think the agent could have explained to him, at the beginning really clear and leaving the client with no space to ask about the posibility of not paying the fees. That way he knows from the very beginning there is no sense in keep asking about not paying, because she already explained to him clearly and definetly. And if he doesnt understand, well, thats a shame but, you cant explain or try to make a bad experience a beautiful one. Thats not posible. He wants just one thing , and that is: Not paying the fees.
1.the customer concern is his additional fee from his acct. 2. actually she did not resolved the problem, but she explain in a nice way why she cannot removed the additional fees. 3. she answered the customer politely 4. communications. 5. if i were the agent maybe i will do the same way.
1. Customer called to ask why he had lots of fees and asked the agent if he can wave it for him. 2. The problem was not resolved I guess? Because the fees of the customer cannot be waved. 3. the agent did well by explaining the reason why his fees are so high and cannot be waved. 4. Handling a difficult customer can be very stressful. It won't be easy. You did well but if there is something that you can improve it's that, it will be also be nice to build a rapport esp. if it's a difficult customer to handle. And make him feel that you also feel the same way he feels. 5. I'll build a rapport. haha. That's all.
1. Cx called regarding the removal of late fees 2. Partially yes 3. The agent was confident and has a pleasant tone. SHe informed about the late fees politely 4. The agent was very direct. She did not emphasize with the cx. 5. I would emphasize the cx and give a alternate soln
The customers concern was fees acrued due to late payment. The agent resolved the issue by first expaining where the fees originated from and then added how to prevent further fees in the future. The agent did well when she didn't get frustrated with the customer but kept a cool/calm demeanor. The agent can improve on maybe being a little more empathetic and not so harsh. If I was the agent I would've seen if there was any future discounts he could've applied to a bill or service.
I'm here because I want to train and prepare myself before becoming an efficient Call Center Agent. I'm looking forward for more contents as an upcoming Customer/Technical Service Representative. Hoping I will survive the Call Center Industry. 😇💙💛
The interaction between the customer and the agent was negative. The agents was doing the best that she could do. The agent provided the information that she sadly couldn't remove anything, but she told the customer how to avoid having fee's. The agent did well to explain the reason for why she couldn't remove the fees. I believe the agent di well, and won't have to improve on anything. If, I was the agent I would handle the situation the exact same way.
1. What was the customer's concern? The customer was concerned about his late fees. 2. How did the agent resolve the concern/issue? By telling the customer that he paid late. 3. What did the agent do well in the call? (GEMS) She was understanding and empathetic about the situation. 4. What can the agent improve on? (OPPORTUNITIES) The agent can improve on resolving the problem with a clear solution. 5. If you're the agent, what will you do differently? I would tell the customer a different reason why his late fees can't be removed.
1. Customer called to request his fees waived because he doesn't pay the fees on time. 2. Agent did her best to resolve the issue by telling the customer what the company policies are and stating an alternative which will stop the fees (paying before 4 pm) 3. She told the customer the company policy and did her best to resolve the issue from the call center side. 4. She could improve by not seeming like blaming the customer. 5. I would not say "we" or have as much dead air as there seemed to be.
1. What was the customer's concern? 2. How did the agent resolve the concern/issue? 3. What did the agent do well in the call? (GEMS) 4. What can the agent improve on? (OPPORTUNITIES) 5. If you're the agent, what will you do differently? 1. The Customer wants the company to reconsidered his payment that he paid with an hour late and removed the fees. 2. Well, she did her best to check the issue and directly said that she cannot do anything about the problem because that's not their problem at all, it's about customer but in the other way of conversation. 3. She told the customer directly, to avoid long conversation because that's the most possible thing to do because she knows that she cannot do anything at all 4. Maybe the reactions or the way she speak.. It's someway irritating, but still If I am the customer I may be satisfied to know quickly that she cannot do anything. 5. Maybe I will tell the customer in the middle of the conversation that, I'm very sorry sir to let you know that I cannot do anything at all to your problem... for the customer at least feel the reconsider that he want's to get. Please rate my grammar hahaha 10 being the highest and 1 is the lowest. Thanks
Inputs for this call. There is actually a proper way of saying no. We can reitarate the policy using positive language or the Art of saying no. This is commonly known as the sandwich approach.
1. What was the customer's concern? Ans: Removal of fees 2. How did the agent resolve the concern? Ans: The agent didn't able to resolve customer's concern 3. What did the agent do well in the call? Ans: Agent explained reasons behind existed/additional fees 4. What can the agent improve on? Ans: Agent speaks clearly but one thing i don't impress is when she use the word "tired" which it shows agent is lacked of empathy 5. If you're the agent, what will you do differently? Ans: During training period you were educated to highlight other options, probably there is an option in every situation if things went same like this i would probably address that options I must say that kind of option is a win-win solution between the customer and company policy, and in this mock call one thing that i could do is to make a report and response with the customer through their mobile number within 24hrs. And if the customer is not satisfied with the feedback, supervisor will take in-charge of it
Thanks for your answers Frederic! Yes about the win-win solution. There are other resolutions depending on which account you're profiled. But I agree, highlighting other options is important.
1. Customer called in aboit charged/late fees on his account and he's requesting to remove or waive the fees 2. The agent explained to the customer what are those fees, initiated that she can't remove the fees, and provide a resolution or suggestion to the customer. 3. There's an emphaty and acknowledge statements 4. Agent wasn't able to completely provide a resolution on customer's request/concern. She sticked with the company policies. She forgot to.acknowledge when the customer mentioned that he's been a customer for 5 years 5. If I am the agent, I would respond or do this way "Thank you for bringing this into our attention and I understand that these fees are too high and costly." Its my pleasure to remove these fees but unfortunately as our company's policy we can't able to do. But may I know the reasons why we got behind from your previous bill" (of course we need to understand why the customer missed paying his bill in that way we can find other solution and when he mentioned his loyalty with the company for 5 years, we can at least provide a courtesy to the customer give him a long-term resolution) "As a customer for 5 years and base on the reason of getting behind on your bill, I'll have the charges remove on your account for one courtesy. And moving forward, to avoid this things in the future, we can also set-up this account to autopay (If there's an option like this) in that way, we'll able to make sure that payments are on track and on time (educate the customer the benefits of this service) Nakaka-miss pala ang maging call center 😄😃
Bradlee Vergara Wow, thanks for your input Bradlee. I agree with you. 👏 It's good you mentioned the part that the customer has been loyal for 5 years and with that, he at least deserves a courtesy. Also great point that we should know why the customer missed the due date so that we can understand and know how to help. 🤗💯
1. The customer's concern is , why he is having a fees? 2. The agent resolve the issue by , checking the account of the customer and upon checking the customer failed to pay the bill in time , so the agent resolve the issue by telling the truth , she say's that additional fee was added to the original fee because of the late payment and the agent cannot do anything about it 3.The thing that the agent do well in the call is she is direct to the point that the reason why the fees are higher this times because of the late payment 4. The agent can improve on is to try to pacify the customer by telling that even the supervisor cannot do anything about it , because it is the company's policy, and it is in the contract, this comment may not help anyway but who know's , 5. If I am the agent , I might say what I suggest in the number 4 question, but it's different when I am on the actual call,
Cx called for his request to waive the fees on his bank account due to he doesn't pay his fees on time. Agent did her part but not good enough. She stated and acknowledge probably what the company policies regarding to that particular idea. Agent merely lapses was she doesn't do the extramile or proactively help out cx to resolve the issue right away. Or try to find alternative solution to the main problem. Lastly in my own insight was for the agent lapses was on the words that she chose saying sorry constantly makes the cx upset and seems he doesn't get any help at all from the expert which is the agent who was overall in charge on that matter.😋😅😂thus the cx hang up the call quickly. The agent doesn't have time to de-escalate the concern if she anticipated that to happen earlier. It was supposed to be a good call.
1) The customer wanted his fees from his bank account removed 2) the agent didn't resolve the customer's concern since she focused on "there wasn't anything to do with it". 3) Try to do actions instead of saying " I cannot do it" and if you are not able to resolve the concern then hold the call to receive a backup from your supervisor without letting know the customer you are doing it. 4) try to not seem she is not capable to resolve customer's issues by saying phrases that could put you in a difficult situation. 5) I had provided to the customer options to remove the fees of his bank account and if not try to empathize with the customer that you really want to help but the circumstances don't allow you due to company policies
Im not yet a call center agent but ill try. 1. Customer's issue is the charged fees to his bank account and wanted to remove it. 2. The issue is resolved through reiterating the policy but the customer is not satisfied. (Customer's fault though) 3. The agent did well by reiterating the policy but a bit short of emphatizing more to the customer and thats number.... 4.If i were the agent i will add to my sorry that i am also a customer and i will feel the same way too and by that Maybe the customer will calm and feel that i am serious about my empathy to him. Relate to them in another words. The tone also is not good. Its provoking. So if i were the agent i will tone my voice a bit down. 5. I will do the same thing, ill just add more empathizing stuff like relate to them. But i will do the same thing since it is a policy there is really nothing i can do about it.
agnostic atheism hdjsjf GH cj yup. Because it is part of the nature of call center industry to encounter such customer. It is inevitable so i dont know. XD haha for me i will just do my best to remain calm and patient. Because i will not let an irate customer to cost me my job. At the end of the day still the best counter punch to an irate customer is to just say sorry and thank you.
summer summerr Thank you for your input. Appreciate it so much! 💕 Great job on your answers. I like that you pointed the agent's tone of voice and that you stressed the importance of empathy, as well as remaining calm and patient. 🤗💯
Joshua a1. The customer's concern is that He cant afford to pay the penalty charges in his account. a2. The agent did Her best to resolve the problem by reviewing the cause of the clients problem. a3. The very well done of the agents part is to remind that the client needs to pay on time to avoid any future penalty charges. a4. The Agent needs to improve the problem solving strategy's and countermeasures. a5 I will do the same as the agents approach, but what I'm going to do differently is to ask the Clients Reason of why he didn't make it at the right time?. I hope I didn't mishandle an answer thanks.. :D
I’m often in that situation. Firstly, i explain to customer about the policy and give some advices to him to avoid late payment next time. Secondly, if customer still insists to remove, I’ll tell him that I’ll escalate this one to my supervisor. If the answer is the same one, kindly be accept the situation. Of course, i escalate this case to my bos and i know the answer. I think that action will let customer think that I really want to help him but no way, policy is policy. Actually, at the end, customer agreed the answer in a positive way. That’s my experience in my own cases
Very well made videos. While watching ur video it reminded me that you are a pilipinas, from the Phillipines. I use to live in mnl from 2009-2015, now i am in india. I miss mnl -😀thank u so much fr sharing ur videos they are quite informative
1- The customer called because there were some fees in his account because of a late payment so he was trying to get those fees waived. 2- Actually, the agent didn't solve the customer's concern. I think in these cases what we cant and cannot do depends on the situation and the company's policies, if the customer has a good reason or not, but be that as it may we're supposed to try to make the customer feel better. 3- The agent was so kind, respectful and patient, even though the customer kept complaining, she tried her best to make him understand what was happening. 4- I'm not sure, she almost did everything well. Although i think that she could try to use some techniques or tricks instead of repeating the same with a good attitude. 5- I would try to use other words.
My answers 1. The customer's concern is about the fees he have on his account. 2. The agent resolve the problem by following the rules and regulation regarding the account. 3. She deliver the right thing to do which is following the rules of the account: If the customer failed to pay his/her dues on time then there will be fees. 4. By educating the customer in such a way that is more respectful. 5. I would say that, I am very sorry sir but what you're suggesting is against the company's policy. :) Sorry I'm a newbie :)
Hey Rea, i realy love your accent, and making this scenrario was a nice try to making people know how "don't" to keep on at this kind of situations. I don't have anything else more than congrat you for this excellent job that you are doing.
1.The customer's concern is that he wants to remove the fees its because he can't afford such amount. 2. The agent resolves the concern/issue by helping his client to check his account to see what happened.The agent do her best to assist his customer's needs/ services. 3.The agent do well in the call by keeping her self relax and calm .She communicate well to his customer and explain what happened. 4.I think there's no need to improve,because the agent as I have observed she do her work properly one thing is the problem, is that the customer didn't control his temper. 5.For me one thing I could handle those kind of situation to make my customer happy and reamain relax is to make a request to the management all about this situation and the management will do the solution for it .☺☺☺☺
Not really, not a positive scripting & didn't even provide options, also scolding choices of words, but confident & shows empathy. Thanks for this, Ms. Ninja😊.
1) The customers concern was to get late payment fees removed from his account.2) This agent was not able to remove the late fees.3) I think the agent was polite, although she could not resolve the customers concerns.4) Maybe, the agent could have shown appreciation for the 5 years of business the customer has given to the company, and had him hold on to check and see if she could wave the fee. (at least made it appear she was checking into it.5) I would show more empathy and appreciation and see if I could assist the customer.
1.The customer was concern about the fees in his bank account. 2.The agent didn't resolve the issue. She said clearly to the customer that she really cannot do anything about it anymore. 3.She remained calm and respectful throughout the call. 4.She could improve on her empathetic statement some more, like be more open minded to the customer and try to put her self in the customer shoes. 5.I would apologize to the customer for any inconvenience that has caused and asked him if there's anything else that I can assist him with.
1. What was the customer's concern? He asks why he has fees/charges and wants them to be removed. 2. How did the agent resolve the concern/issue? No, since the call ended with a disappointed client 3. What did the agent do well in the call? (GEMS) Well, at least she was honest about the reason why the client has fees. 4. What can the agent improve on? (OPPORTUNITIES) As I learn from your other videos, she could use positive scripting. 5. If you're the agent, what will you do differently? again as learned from your other videos, she can say, the account can not remove the fees since there was no payment made on or before the due date...(this is telling the client that even if you like to do it the account does not permit you or give you authorization to do so.
1. The customer concern's is for his some fees to be remove on his bank account and how that he has big fees to paid off. 2. the agent resolve the customer issues with patience despite of that rude manners kind of customer. 3. The agent did a great job. She tend to be much more pretty to be patience on that kind of calls towards that kind of rude customer. 4. I think the agent will improve more on be patience. Even though the customer try to bad shit him. But the agent did a direct to the point to address the customer concerns on the issues. And the truth is the agent can't do ANYTHING TO REMOVE THOSE EXTRA SERVICE CHARGE OR PENALTIES ON THE SAID DUE DATES. 5. If I was the agent of that kind of call. I will also do the same in that kind of A WELL MANNER MAN. Its because I do believe that KINDNESS BEGETS A KINDNESS ALSO. Life is short to be UNEDUCATED MANNER HUMAN BEING much more than that being such as A GOOD PERSON.
1.) About payment because he didn't pay at due time. 2.) Actually the agent didn't resolve the problem of the customer. 3.) Just explaining what the customer did. That He didn't pay bills at the right time so he will fine excess charge. 4.) She needs to fully know what to do in that situation. So customer will have grace from that situation. Probably she need to talk to her/his supervisor or team leader for more information, for her to do the right thing. 5.) For me I will pause for a break, and I will ask my supervisor, so she/he could help the customer than what could I make. Because I know I am lack of knowledge about it. So the customer will be satisfied in our company and still will stay in us. -That's all thank you po... heheh... 😍 ♥️
I'm not yet an agent but here are my thoughts 1) the customer's problem was about the bank fees added on his account. He was actually asking the agent to remove some 2) it wasn't resolved after the call was made because the customer was not satisfied 3) eagerness to help and was sympathetic and empathetic at the same time 4) argumentative tone is rising. Hehehe how could that be avoided? Hmm and the customer should be heard all throughout the call 5) i do not know but probably remain calmer? Hehehe.
leng bagayas Thanks for answering leng! 💗 You're right that the customer was not satisfied and true, in some cases of calls, it isn't considered resolved (although in other cases, it might be). Good point! I also agree with "argumentative" tone. 😂 It pays to be calm and patient, yes. And watch out when you're about to burst to avoid that kind of tone. Hehe. Thanks again! 🙏
1. Customer called to request his fees waive trying too just have the fees removed. 2. Agent did her best to resolve the issue by telling the customer what the company policies are and stating an alternative which will stop the fees 3. She told the customer the company policy and did her best to resolve the issue from the call center side. 4. She could do better and try to let customer know by explaining again thoroughly and always offer a solution not blaming him, doesn't sound right, even if customer wrong. 5. Always say I, cut the dead air.
Hi Chay, you can try following lines of american movies and try to record yourself and listen. You can also try the American Accent training guide in RUclips 👍😁 You can message me in FB in the future if you have some other questions.
@@ReaNinja hello miss how to answer when the cx Said that im not happy with your company.? What is my response.?I'm in training need your support please.thank you in advance
Over all the way of solving the cx issue was explained very well but I think the agent should found another way by holding the conversation asking another of her agent on what else the best way to resolve the issue just to show that the agent did extra effort to the cx 😊
Thank you for this informational video Rea. It is a big help for us beginners to take mock calls/interview. #SorryForTheGrammaticalErrorInAdvance Here is my answer to the following questions: 1. What was the customer's concern? Answer: The customer's concern was all about fees. He wants to removed at least one fee because he cannot afford to pay it. 2. How did the agent resolve the concern/issue? Answer: The agent was good. She is very witty to answer the concern of the customer but she was not able to satisfy the customer and i think because of the rules and regulations of her company or to the account that she needs to follow. I don't get what my point is. hehehehe 3. What did the agent do well in the call? (GEMS) Answer: The agent was good. She tries to answer the customer but she can't handle it because obviously it is in the customer's fault why he has a fees to pay because of the late payment he did. Next time it is better to suggest more ways to resolve the issue. 4. What can the agent improve on? (OPPORTUNITIES) Answer: The agent must have a more patience, she must give her best to satisfy the customer. Better to talk to expert rather than ending the call without customers' satisfaction. 5. If you're the agent, what will you do differently? Answer: First and foremost, if I am the agent I will not give up. I must do my very best to resolve the problem and talk to the customer the right thing to do and explain what to do . And I must give satisfaction to my customer. #BDO we must find ways. That could be all thank you. Sorry for my grammatical error. Please correct me, and Thank you once again. P.S I am now taking call center training and I have my mock calls tomorrow. Honestly I am not good in English and I have no idea what to do, what mock calls is all about. But, I've seen this video. OMG!! Thank you so much.
So happy that you find my videos helpful. Thanks for watching and answering the comments Cliford. I agree with your answers. Good luck with your mock calls! 😊
What was the customer's concern? He wanted to remove his late fees 2. How did the agent resolve the concern/issue? she told him the reason for the fees and what he could do to stop getting the fees 3. What did the agent do well in the call? (GEMS) remained calm as possible and polite 4. What can the agent improve on? (OPPORTUNITIES) the agent showed signs of frustration by sighing during the call 5. If you're the agent, what will you do differently? I would ask them if I could call back with a possible solution to their problem before letting him hang up --
Cx have mentioned that he has been a cx for 5yrs. We can consider that by seeking help to our TL for a 1 time credit. Agent, could have avoid negative words like the word NO. Educating CX was applied..but, agent should have given an extra mile to convert that into a csat call.😊👍
1. The customer's concern is he wants to remove the other fees that charged by the company. 2. The agent did not resolved the problem. 3. The agent keeps on reasoning to the customer. 4. The agent should direct to the point when she to resolve the problem immediately 5. If I were the agent, I will first tell some empathy phrases and point out the main reason why he had the other fees or if not, I will reach to my other team mates to help me out of the issue.
Chris Buhatin Thanks for answering, Chris! 🙏 I like what you said about explaining what's really the reason for the fees because maybe there are other root causes. It's great thinking. More empathy and asking help are really good too. 🤗
Hi rhea! Thank you for noticing me! Im on a call center training right now. Its hard for me to express myself in english language. So, I do watch your videos so I have an idea what call center is. Btw, this is my first job and first bpo exp. Can you give me some advices? 😊
Chris Buhatin Thanks for watching my videos, Chris. 💕 I'd say just learn as much as you can and dont stress out too much. Take training seriously but dont forget to enjoy. Good luck on your training! 🙏
Negative scripting was observed on the call. The agent sounds sarcastic. Lack of assurance statement and empathy. You should explained the billing cycle to the customer in a friendly manner. Saying I'm tired to your customer is a BIG NO. Goodluck if that call will be audited. I believe that is for TERMINATION. CUSTOMER SERVICE. serving a good impression, experience and satisfaction to your customer. Again, I'm sorry vs I apologize.
1. He kept being charged for fees due to late payment and secondly, the agent kept telling him the same thing without trying to solve his problem. 2. Agent didn't resolve his issue. She said there was nothing she could do about it. He should pay before 4pm. 3. She greeted properly, asked the right question (how may I put a smile on your face) and listened to the man's issue though he sounded rude due to his frustrations 4. Keeping her cool and composure till the very end of the call. I think she lost it at a point. 5. I think with this very issue, there isn't anything I can do to solve it the way the customer wants by taking out soke of the fees. However what I think I will do is apologize for his loss and try and help him set a reminder at least to try and pay on time to avoid the penalty.
1. What was the customer's concern? He wanted his bank account fees to be reduced or removed. 2. How did the agent resolve the concern/issue? The agent didn´t resolve anything. 3. What did the agent do well in the call? (GEMS) The agent just denied everything the customer said. 4. What can the agent improve on? (OPPORTUNITIES) The agent could be more positive and optimistic, although she already knew the complaint couldn't be accepted. 5. If you're the agent, what will you do differently? I would be more open to talking and not interrupt the customer.
That first scenario is a little bit off since most customers will get very angry if an agent says "you were not able to pay on time" instead of saying, "fees were not paid on the account on time" An agent always has to tell the clients indirectly that the account has late fees instead of blaming the client directly, this is done so that the client takes the information easy and not burst and explode in anger.
The costumer's concern was about some fees. Those fees were put in his account because of his delayed payment. The agent did the right job, and didn't let him persuade to remove the fees illegally. I think it's illegally,because he wanted you to remove them without paying. He was kind of rude, and the agent was nice to him, that's a good point and so forth..
I do love your channel I'm from El Salvador and I just joined to a call center in my country your channel has been really useful to reach my goals thank you so much and I got a question for you do you have patreon?
for question # 1 the costumer's concern is about having a fees in his bank account and he want to remove it. # 2 actually it didn't turn out well the reason is that the agent answer the costumer's in a straight point by saying that he didn't pay on the due date of his bank account. Let say okay there is nothing more the agent can do about it but if she show an enough effort of sympathy with the customer's i think it at least the result will be positive not negative. # 3 she did not do well in the call also the agent language is not actually appropriate just by saying "my hand are very tired right now" i think it is not a good thing to say. # 4 showing more effort and empathy statements and careful how to delivered the word/statements in a way that the the costumer's well take it in a positive way #5 no idea hehe help me please :) #my 3rd day as an agent #AT&T i'll wait for the answer of number five
You may read some of the comments for #5. 😊 Good observations. It was "my hands are tied" though, which meant there wasn't anything she could do. But I agree, agent should have delivered the lines in a more positive manner.
1. About why his bill got higher 2. She's checking it and find out that the customer didn't exactly pay in his due date of billing. 3. Checking it and telling the reason why Mr. customer bill had many fees 4. Stop complaining to the customer like she's telling that her hands are tired resolving the issue because in the first place it's your job and be more patiently find what can you do to the customer. 5. I'll tell to the customer that Okay I'll try my best Mr. customer I'll make a report to this and that's all I can do. But if this will not be granted all I can do is apologize because this is the rules of our company. -Sorry! call center virgin here. Newly hired for the Macy's credit account and will begin the training in 13 on September ☺️
As customer wants to remove late fee charges. Simple observation : Agent should politely denied the customer and should give more assurance to the customer that agent genuinely want to help but (try to convince him that agents also need to follow the process).
Costumer really want his excessive fees to removed he cant afford it. For me the agent really do his job but i think theres another way to removed it by the management idk i think if im sure with that. And im so thankful maam you do lot of videos that help lot of newbies like me hoping you made more..
1. The costumer is asking for his fees to remove 2. The agent did not resolve the issue of the costumer. 3. The things that the agent did well is she try to resolve the issue but it seems she can't do anything about it due to the late payment of the costumer so basically she can't do anything about it anymore. The problem is the agent wasn't do it in a positive way to make it understandable to the costumer. 4.The agent must improve on the way she treat a costumer having said that "my hands is tired" say what? That is why the costumer wanted to talk to her supervisor because he thinks the agent is not a person who he can ask for his problem 5. If I were the agent I will explain further the details why it happened and I need to consider what the costumer is feeling to be able for him that you really understand what he is coming through. Another thing is if you can't give what the costumers what atleast try to give a statement in a positive way, you need to value every costumer because they deserve an great costumer service.
1.The costumers concern is about the extra charge or fees that he get by not paying on time .and he wants to remove it. 2.The agent resolve the issues by Apologizing and explaining bow the costumer gets those fees and she cannot do anything about it. 3.i think when she apologize and explain her best to make the costumer understand that she cannot do what the costumer wants 4.i think . The agent should improve to use empathy by making them feel that she understand the feeling of the costumer she's Lacking at that part. 5.Yes . I will do differently . I show more emphaty so the costumer will understand that i cannot do anything with the specific problem his facing .
1: The customer's main concern was to remove the fees from his bank account. 2: The agent did her best to clear the customer's query she just updated him about the issue due to which he has to pay the fees because he was pretty late in submitting his payment. She also guided the way how could he be able to avoid such a situation in the future as well. 3:I think she did her best in the call she was very kind and polite with him so there is nothing more to add up because rules are the same for all so if he was late in submitting payment he has to pay for it. 4:i think she could have used the more polite and kind words instead of just saying "my hands are tired and I cannot do anything for you" 5:well I think there should be a solution too for late payment of just a few hours by the due date as the customer gave a valid reason for it so she may have locked his ticket with the reason for late fees so there will be compensation in the charges.
as customer has issue about his fees which bank has charged also as being an old customer customer was asking for warier which agent has to approve after having word with his supervisor not all but to make customer little happy
CALL STARTS AT 2:54 (FIRST PART OF VIDEO IS IMPT DISCLAIMER THOUGH)
HERE ARE THE GUIDE QUESTIONS. LOOKING FORWARD TO YOUR ANSWERS. :)
1. What was the customer's concern?
2. How did the agent resolve the concern/issue?
3. What did the agent do well in the call? (GEMS)
4. What can the agent improve on? (OPPORTUNITIES)
5. If you're the agent, what will you do differently?
--
CHECK OUT BLAIRE'S CHANNEL HERE: ruclips.net/user/EmjayCuenco
Call Center Ninja 1. The customer concern was to remove the fees.
2.the agent couldn't resolve the issue.
3. The agent was calm although the customer was a bit rude.
4. The agent could have tried more to help the customer.
5. I would tell the customer that I will check if there's something that can be done and get back to him.
Viviane Daniel Great observations, Viviane! I agree with everything you said. 💯 Thanks for your participation. 💕
hello call center ninja, please check here are my answers. thank you more power to you.
1. The customer’s concern was his bank fees sand he wanted to remove the fees.
2. The agent doesn’t resolve the customer’s issue.
3. The good thing that the agent did well was she provided to the customer the exact way of paying on time in such a way the customer won’t be charged any extra fees in the future.
4. I think the agent can improve more on empathizing the customer and relate to what he is feels, But the agent is more focus on the policy of the company and did not even consider the customer’s concern.
5. I would tell to the customer that I will check if there’s a way I could help him to make up for his situation.
@@miyawaki-samasakurasabgren4312 Hi Sab! Yes I agree with your answers. It's always good to check how else you can help the customer rather than just be too stiff with the policy. Thanks for your time in answering. 😃🙏
1. The customers concern is to remove the fees in his account.
2. the agent resolved the issue by clearing to the customer that he didnt pay in due time. and theres no other option about it because its under the rules of the company.
3. the agent did well by being calm and focus to the problem. and even though the caller wants to talk to the supervisor the caller wouldnt get the fee back anymore.
4. i observed that the agents temper arises and its obvious in the conversation .. its better to keep the tempee at bay to prevent further problems
5. if im the agent i will try to convince the caller that the services we provided to him had rules and regulations that if the fee is not paid in due time there's really additional charges so i will advice to the caller to slowly pay even little by little so that his charges will be removed and he can start a new service plan to remind him that he should pay on due time
1. The customer complaint about his fees or penalty due to paying his bill late.
2. The agent directly said no, that she can't help the customer and can't do anything about it.
3. For me, it's good that the agent answer honestly and advise the customer to pay his bill before the due date.
4. She can improve her approach. She should be calm and try to vent the customer emotion by trying to say positive phrases and advices.
5. If I'm the agent, first I'll say " I fell sorry for what you're experiencing right now. I will try my best to addressed your concern." for the customer to be calm and in that way he'll think that you are reliable. For the solution, uhm... I will inform him that the best way for him not to be penalize much more expensively is to pay his fees. And give him advise him to pay his bill ahead of time. (I really don't know the possible solution hehe)
I just found your videos. I just started at a call center and my biggest issue at the moment is getting my empathy statement said at the right time. I have no trouble with empathy throughout the call, but we need to say it as soon as the guest finishes telling the situation. I'm glad to have found your videos. I'll watch more to see if I can improve. Thanks
1. the customer was wondering why he had fees and he wanted them removed.
2. Even though the issue was not resolved to his satisfaction, the agent informed him of what the fees were, and how to avoid future fees.
3. the agent had empathy for the guest. spoke in a polite and clear tone,
4. the agent could work on a better empathy statement. I jus started in a call center and we use a 3 part empathy statement at the beginning of the call. The agent also sighed in the phone, showing a frustration with the customer. She could work on the way she explained the fees
5. I would have validated his situation more. use my own experience of having late fees to hopefully get him to understand there was nothing I could do about the fees
1st thank you for YOUR videos I'm taking information from your videos. REA😊😊. I'm training to get a customer service job here in Mexico Monterrey. So yea REA thank you for YOUR videos and advices.
1. The client's concerns were about he's free in his account .
2. Well she checked the system and the information about the client's late fees,and well did everything within her power to help the client.
3. Love, How she stayed cool clam an had all the reasons and or answers to the client's late fees problems and also the way she responded. To all the question. And did everything well in the call.
4. Nothing really but I would of said remember that this a record line. But I think the client's knows that.
5. Nothing everything was perfect in my opinion. But wow hope I'm like this on my 1st day on floor with great attitude and confidence. Thank you REA🤗😊
When you work in a Call Center by 2 years, this example is most common than that you can think...
1.The customer wants to eradicate the extra charge fees.
2.she checked the account if the customer paid or not on the exact time then the agent found out that the customer didn't pay before his due date.
3.She handled it proffesionally, she care about what it feels like on the customers condition or simply empathize and she answered it with respect.
4.She answered it very well so i don't think that she need to improvise.
5.I'll answer it straight ahead so that we can save time and also to fix things.I'll do my 100% best to find a ways for making these problems more easy to handle in the future.
Thanks Kenneth for your input. 🙂 Appreciate it! 🙏
Ito talaga kailangan ko, nasa training ako ATM at nahihirapan ako lalo nat irate. Maraming salamat dito.
Thank God I saw your vids! I'll be having my very first Call Center training starting on Nov. 3! Thank you , Ms. Rea! At least I have an idea now 💕💕
I'm here because I'm going to have my validation interview within this week and i am preparing to it thru watching ur vids. Ur vids r so helpful specially for someone like me who is new to this kind of industry and thank u for making this kind of content it gave me a lot of ideas. More power to ur channel 😊
Rapport would be great , always try to make a connection with the customers that really works if you want to get a good score from your customer
This lady really motivates me to apply for Call center job .thank you 🙏♥️🙏
Goodluck par..make sure malakas yung guardian angel mo
Goodluck par..make sure malakas yung guardian angel mo
1. What was the customer's concern?
The extra fees.
2. How did the agent resolve the concern/issue?
"The agent has to abide by the rules of business. The fee
has to be paid."
3. What did the agent do well in the call? (GEMS)
"The agent was understanding of the customer's case.
And also suggested how to avoid this scenario."
4. What can the agent improve on? (OPPORTUNITIES)
"Maybe asking the customer if he needs an email
reminder of payment."
5. If you're the agent, what will you do differently?
"Parting from the notion that I don't have any experience
in call center, I think that I would have put the customer
on hold while I would ask my manager if there is
something I am missing and not doing."
Hi Luis!! Great answers. I like the idea of payment reminder. Thanks for taking the time to answer. 🙂🙏
I love your vieos, unjust started at a call center as tech support and your vids are helping me gain confidence on calls. Thank you so much
1. What was the customer's concern?
2. How did the agent resolve the concern/issue?
3. What did the agent do well in the call? (GEMS)
4. What can the agent improve on? (OPPORTUNITIES)
5. If you're the agent, what will you do differently?
1.The customer's concerned is why do he have fees in his banked account and he want to removed those fees.
2.The agent checked the account and recommend he can avoid his fees by paying before 4 PM of his due date.
3.She answered all his concern and reiterate the bank's policy.
4.Maybe, she can do more an emphatic reactions.
5.I feel sorry for him but there's nothing she can do because that's the bank policy.
January 22, 2019 is my first mock call. Hope I can do it. Thanks for the video.
Sorry for my grammatical error. :(
Then make sure to check these tips ruclips.net/video/ppqpujR1Qfo/видео.html 😊 Good luck with your mock call.
1. The agent sound enthusiastic and knowledgable
2. The associate itself did not show some other options to assist the customer
3. The associate was able to show experties through out the call however she did not expound at least one way to ease customer problem
5. The agent did not provide self service options on how to pay the bill just on time.
the agent didn't do what was her main duty, to help the customer solve the problem and explain more the details and policy of the company, instead she blamed him for his mistake. and thats bad for my opinion
wow good job I need to get more experience like you thank you
Hi Miss Rea,
1. The customer's concern was the added fees for his late payment and he wanted these fees to be removed from his account.
2. The agent, sadly, did not resolve the customer's concern.
3. Things the agent did well during the call
a. She tried to build rapport with the customer when she asked, "How can I make you smile today?"
b. She remained calm during the call even if the customer was rude.
c. She didn't do something illegal; she did not remove the fees even if the customer insisted.
4. Agent's rooms for improvement
a. Acknowledge the customer's frustration. Maybe he is confused when actually he paid his fee on the due date but not within the time frame, before 4PM. And repeating that policy, will make him even more frustrated.
b. She was very quick with her responses and she sighed, that is why, she appeared to be a snob and someone who is not doing her job well. She should assure the customer that she is doing something. Tell the customer to wait for at least a certain amount of time to look into her resources. Assure the customer that his concerns were thoughtfully considered rather than saying "I can't do anything about it."
5. If I were the agent, though it will be difficult but not impossible, I would acknowledge first the customer's frustration. Then, when he is calm enough, I would explain that all accounts with the bank has their own policy to follow as to avoid added charges. The only way to do it is to pay the surcharges and be mindful next time to pay on time (I do not know if this is applicable, though.)
Hope this helps. Looking forward on your thoughts.
Hello Timofei. Great observations!! I agree with you. 👍👍
1. The costumer was concerned about getting his extra fees removed.
2. She explained thoroughly the situation on what happened, and the reason why he had extra fees was not paying on time before the payment's cut-off time.
3. The agent remained calm as possible in order to assist the concern of the costumer as well as suggesting possible things to do to avoid future extra fees.
4. The agent should have offered the costumer possible promotions that could reach his income, or what he could afford(?)
5. I would try to lessen his frustrations, and look for possible solutions to fix, or help the costumer with.
Hi, I applied for a CSR position, and was accepted for the job, even if I did not have any bpo work experience at all. My only concern right now is how to pass my training especially mock calls, because this is really my first time in the industry, and maybe i would stutter while answering calls. I would like to ask how and what to practice with, in order to boost my confidence and my english speaking skills.
Hi Dandan, thanks for taking the time to answer. Congrats on your new job. To answer your questions, kindly go to the home tab/page of my channel and you can see that videos are arranged by playlist. Check out the call center training playlist. I have answered all your questions there. Hope it helps! Good luck. 💗
@@ReaNinja will do. Thanks, just by watching your videos made me more confident into delivering my english skills 😊❤️❤️❤️
@@PlayMates_ Good to hear that. Thank you. 🙂🙏
I think the agent could have explained to him, at the beginning really clear and leaving the client with no space to ask about the posibility of not paying the fees. That way he knows from the very beginning there is no sense in keep asking about not paying, because she already explained to him clearly and definetly. And if he doesnt understand, well, thats a shame but, you cant explain or try to make a bad experience a beautiful one. Thats not posible. He wants just one thing , and that is: Not paying the fees.
1.the customer concern is his additional fee from his acct.
2. actually she did not resolved the problem, but she explain in a nice way why she cannot removed the additional fees.
3. she answered the customer politely
4. communications.
5. if i were the agent maybe i will do the same way.
1. Customer called to ask why he had lots of fees and asked the agent if he can wave it for him.
2. The problem was not resolved I guess? Because the fees of the customer cannot be waved.
3. the agent did well by explaining the reason why his fees are so high and cannot be waved.
4. Handling a difficult customer can be very stressful. It won't be easy. You did well but if there is something that you can improve it's that, it will be also be nice to build a rapport esp. if it's a difficult customer to handle. And make him feel that you also feel the same way he feels.
5. I'll build a rapport. haha. That's all.
1. Cx called regarding the removal of late fees
2. Partially yes
3. The agent was confident and has a pleasant tone. SHe informed about the late fees politely
4. The agent was very direct. She did not emphasize with the cx.
5. I would emphasize the cx and give a alternate soln
You probably mean "empathize"
The customers concern was fees acrued due to late payment. The agent resolved the issue by first expaining where the fees originated from and then added how to prevent further fees in the future. The agent did well when she didn't get frustrated with the customer but kept a cool/calm demeanor. The agent can improve on maybe being a little more empathetic and not so harsh. If I was the agent I would've seen if there was any future discounts he could've applied to a bill or service.
Thank you for sharing, Sylvia!🙂
Thank you Rea❤️ I got my first call center job, thank you for the tips!
I'm here because I want to train and prepare myself before becoming an efficient Call Center Agent.
I'm looking forward for more contents as an upcoming Customer/Technical Service Representative. Hoping I will survive the Call Center Industry. 😇💙💛
The interaction between the customer and the agent was negative. The agents was doing the best that she could do. The agent provided the information that she sadly couldn't remove anything, but she told the customer how to avoid having fee's. The agent did well to explain the reason for why she couldn't remove the fees. I believe the agent di well, and won't have to improve on anything. If, I was the agent I would handle the situation the exact same way.
1. What was the customer's concern? The customer was concerned about his late fees.
2. How did the agent resolve the concern/issue? By telling the customer that he paid late.
3. What did the agent do well in the call? (GEMS) She was understanding and empathetic about the situation.
4. What can the agent improve on? (OPPORTUNITIES) The agent can improve on resolving the problem with a clear solution.
5. If you're the agent, what will you do differently? I would tell the customer a different reason why his late fees can't be removed.
1. Customer called to request his fees waived because he doesn't pay the fees on time.
2. Agent did her best to resolve the issue by telling the customer what the company policies are and stating an alternative which will stop the fees (paying before 4 pm)
3. She told the customer the company policy and did her best to resolve the issue from the call center side.
4. She could improve by not seeming like blaming the customer.
5. I would not say "we" or have as much dead air as there seemed to be.
1. What was the customer's concern?
2. How did the agent resolve the concern/issue?
3. What did the agent do well in the call? (GEMS)
4. What can the agent improve on? (OPPORTUNITIES)
5. If you're the agent, what will you do differently?
1. The Customer wants the company to reconsidered his payment that he paid with an hour late and removed the fees.
2. Well, she did her best to check the issue and directly said that she cannot do anything about the problem because that's not their problem at all, it's about customer but in the other way of conversation.
3. She told the customer directly, to avoid long conversation because that's the most possible thing to do because she knows that she cannot do anything at all
4. Maybe the reactions or the way she speak.. It's someway irritating, but still If I am the customer I may be satisfied to know quickly that she cannot do anything.
5. Maybe I will tell the customer in the middle of the conversation that, I'm very sorry sir to let you know that I cannot do anything at all to your problem... for the customer at least feel the reconsider that he want's to get.
Please rate my grammar hahaha 10 being the highest and 1 is the lowest. Thanks
Inputs for this call. There is actually a proper way of saying no. We can reitarate the policy using positive language or the Art of saying no. This is commonly known as the sandwich approach.
1. What was the customer's concern?
Ans: Removal of fees
2. How did the agent resolve the concern?
Ans: The agent didn't able to resolve customer's concern
3. What did the agent do well in the call?
Ans: Agent explained reasons behind existed/additional fees
4. What can the agent improve on?
Ans: Agent speaks clearly but one thing i don't impress is when she use the word "tired" which it shows agent is lacked of empathy
5. If you're the agent, what will you do differently?
Ans: During training period you were educated to highlight other options, probably there is an option in every situation if things went same like this i would probably address that options
I must say that kind of option is a win-win solution between the customer and company policy, and in this mock call one thing that i could do is to make a report and response with the customer through their mobile number within 24hrs. And if the customer is not satisfied with the feedback, supervisor will take in-charge of it
Thanks for your answers Frederic! Yes about the win-win solution. There are other resolutions depending on which account you're profiled. But I agree, highlighting other options is important.
1. Customer called in aboit charged/late fees on his account and he's requesting to remove or waive the fees
2. The agent explained to the customer what are those fees, initiated that she can't remove the fees, and provide a resolution or suggestion to the customer.
3. There's an emphaty and acknowledge statements
4. Agent wasn't able to completely provide a resolution on customer's request/concern. She sticked with the company policies. She forgot to.acknowledge when the customer mentioned that he's been a customer for 5 years
5. If I am the agent, I would respond or do this way "Thank you for bringing this into our attention and I understand that these fees are too high and costly."
Its my pleasure to remove these fees but unfortunately as our company's policy we can't able to do. But may I know the reasons why we got behind from your previous bill" (of course we need to understand why the customer missed paying his bill in that way we can find other solution and when he mentioned his loyalty with the company for 5 years, we can at least provide a courtesy to the customer give him a long-term resolution)
"As a customer for 5 years and base on the reason of getting behind on your bill, I'll have the charges remove on your account for one courtesy. And moving forward, to avoid this things in the future, we can also set-up this account to autopay (If there's an option like this) in that way, we'll able to make sure that payments are on track and on time (educate the customer the benefits of this service)
Nakaka-miss pala ang maging call center 😄😃
Bradlee Vergara Wow, thanks for your input Bradlee. I agree with you. 👏 It's good you mentioned the part that the customer has been loyal for 5 years and with that, he at least deserves a courtesy. Also great point that we should know why the customer missed the due date so that we can understand and know how to help. 🤗💯
I think the customer already said that the reason why he missed to pay on time its because he's finding ways(looking for money) to pay on time .
1. The customer's concern is , why he is having a fees?
2. The agent resolve the issue by , checking the account of the customer and upon checking the customer failed to pay the bill in time , so the agent resolve the issue by telling the truth , she say's that additional fee was added to the original fee because of the late payment and the agent cannot do anything about it
3.The thing that the agent do well in the call is she is direct to the point that the reason why the fees are higher this times because of the late payment
4. The agent can improve on is to try to pacify the customer by telling that even the supervisor cannot do anything about it , because it is the company's policy, and it is in the contract, this comment may not help anyway but who know's ,
5. If I am the agent , I might say what I suggest in the number 4 question, but it's different when I am on the actual call,
Cx called for his request to waive the fees on his bank account due to he doesn't pay his fees on time.
Agent did her part but not good enough. She stated and acknowledge probably what the company policies regarding to that particular idea. Agent merely lapses was she doesn't do the extramile or proactively help out cx to resolve the issue right away. Or try to find alternative solution to the main problem. Lastly in my own insight was for the agent lapses was on the words that she chose saying sorry constantly makes the cx upset and seems he doesn't get any help at all from the expert which is the agent who was overall in charge on that matter.😋😅😂thus the cx hang up the call quickly. The agent doesn't have time to de-escalate the concern if she anticipated that to happen earlier. It was supposed to be a good call.
joseph Ramos agreed!! From At*t here! 😅
1) The customer wanted his fees from his bank account removed
2) the agent didn't resolve the customer's concern since she focused on "there wasn't anything to do with it".
3) Try to do actions instead of saying " I cannot do it" and if you are not able to resolve the concern then hold the call to receive a backup from your supervisor without letting know the customer you are doing it.
4) try to not seem she is not capable to resolve customer's issues by saying phrases that could put you in a difficult situation.
5) I had provided to the customer options to remove the fees of his bank account and if not try to empathize with the customer that you really want to help but the circumstances don't allow you due to company policies
Im not yet a call center agent but ill try.
1. Customer's issue is the charged fees to his bank account and wanted to remove it.
2. The issue is resolved through reiterating the policy but the customer is not satisfied. (Customer's fault though)
3. The agent did well by reiterating the policy but a bit short of emphatizing more to the customer and thats number....
4.If i were the agent i will add to my sorry that i am also a customer and i will feel the same way too and by that Maybe the customer will calm and feel that i am serious about my empathy to him. Relate to them in another words. The tone also is not good. Its provoking. So if i were the agent i will tone my voice a bit down.
5. I will do the same thing, ill just add more empathizing stuff like relate to them. But i will do the same thing since it is a policy there is really nothing i can do about it.
agnostic atheism hdjsjf GH cj yup. Because it is part of the nature of call center industry to encounter such customer. It is inevitable so i dont know. XD haha for me i will just do my best to remain calm and patient. Because i will not let an irate customer to cost me my job. At the end of the day still the best counter punch to an irate customer is to just say sorry and thank you.
summer summerr Thank you for your input. Appreciate it so much! 💕 Great job on your answers. I like that you pointed the agent's tone of voice and that you stressed the importance of empathy, as well as remaining calm and patient. 🤗💯
Joshua
a1. The customer's concern is that He cant afford to pay the penalty charges in his account.
a2. The agent did Her best to resolve the problem by reviewing the cause of the clients problem.
a3. The very well done of the agents part is to remind that the client needs to pay on time to avoid any future penalty charges.
a4. The Agent needs to improve the problem solving strategy's and countermeasures.
a5 I will do the same as the agents approach, but what I'm going to do differently is to ask the Clients Reason of why he didn't make it at the right time?.
I hope I didn't mishandle an answer thanks.. :D
Thanks for sharing!! 🙏🙂
I’m often in that situation. Firstly, i explain to customer about the policy and give some advices to him to avoid late payment next time. Secondly, if customer still insists to remove, I’ll tell him that I’ll escalate this one to my supervisor. If the answer is the same one, kindly be accept the situation. Of course, i escalate this case to my bos and i know the answer. I think that action will let customer think that I really want to help him but no way, policy is policy. Actually, at the end, customer agreed the answer in a positive way. That’s my experience in my own cases
Very well made videos. While watching ur video it reminded me that you are a pilipinas, from the Phillipines. I use to live in mnl from 2009-2015, now i am in india. I miss mnl -😀thank u so much fr sharing ur videos they are quite informative
1- The customer called because there were some fees in his account because of a late payment so he was trying to get those fees waived.
2- Actually, the agent didn't solve the customer's concern. I think in these cases what we cant and cannot do depends on the situation and the company's policies, if the customer has a good reason or not, but be that as it may we're supposed to try to make the customer feel better.
3- The agent was so kind, respectful and patient, even though the customer kept complaining, she tried her best to make him understand what was happening.
4- I'm not sure, she almost did everything well. Although i think that she could try to use some techniques or tricks instead of repeating the same with a good attitude.
5- I would try to use other words.
My answers
1. The customer's concern is about the fees he have on his account.
2. The agent resolve the problem by following the rules and regulation regarding the account.
3. She deliver the right thing to do which is following the rules of the account: If the customer failed to pay his/her dues on time then there will be fees.
4. By educating the customer in such a way that is more respectful.
5. I would say that, I am very sorry sir but what you're suggesting is against the company's policy. :)
Sorry I'm a newbie :)
Hey Rea, i realy love your accent, and making this scenrario was a nice try to making people know how "don't" to keep on at this kind of situations. I don't have anything else more than congrat you for this excellent job that you are doing.
Thanks for your kind words. Appreciate it. ❤😊
1.The customer's concern is that he wants to remove the fees its because he can't afford such amount.
2. The agent resolves the concern/issue by helping his client to check his account to see what happened.The agent do her best to assist his customer's needs/ services.
3.The agent do well in the call by keeping her self relax and calm .She communicate well to his customer and explain what happened.
4.I think there's no need to improve,because the agent as I have observed she do her work properly one thing is the problem, is that the customer didn't control his temper.
5.For me one thing I could handle those kind of situation to make my customer happy and reamain relax is to make a request to the management all about this situation and the management will do the solution for it .☺☺☺☺
Not really, not a positive scripting & didn't even provide options, also scolding choices of words, but confident & shows empathy. Thanks for this, Ms. Ninja😊.
1) The customers concern was to get late payment fees removed from his account.2) This agent was not able to remove the late fees.3) I think the agent was polite, although she could not resolve the customers concerns.4) Maybe, the agent could have shown appreciation for the 5 years of business the customer has given to the company, and had him hold on to check and see if she could wave the fee. (at least made it appear she was checking into it.5) I would show more empathy and appreciation and see if I could assist the customer.
1.The customer was concern about the fees in his bank account.
2.The agent didn't resolve the issue. She said clearly to the customer that she really cannot do anything about it anymore.
3.She remained calm and respectful throughout the call.
4.She could improve on her empathetic statement some more, like be more open minded to the customer and try to put her self in the customer shoes.
5.I would apologize to the customer for any inconvenience that has caused and asked him if there's anything else that I can assist him with.
1. What was the customer's concern? He asks why he has fees/charges and wants them to be removed.
2. How did the agent resolve the concern/issue?
No, since the call ended with a disappointed client
3. What did the agent do well in the call? (GEMS)
Well, at least she was honest about the reason why the client has fees.
4. What can the agent improve on? (OPPORTUNITIES)
As I learn from your other videos, she could use positive scripting.
5. If you're the agent, what will you do differently?
again as learned from your other videos, she can say, the account can not remove the fees since there was no payment made on or before the due date...(this is telling the client that even if you like to do it the account does not permit you or give you authorization to do so.
I am learning a lot from you Rea ..thank you!
1. The customer concern's is for his some fees to be remove on his bank account and how that he has big fees to paid off.
2. the agent resolve the customer issues with patience despite of that rude manners kind of customer.
3. The agent did a great job. She tend to be much more pretty to be patience on that kind of calls towards that kind of rude customer.
4. I think the agent will improve more on be patience. Even though the customer try to bad shit him. But the agent did a direct to the point to address the customer concerns on the issues. And the truth is the agent can't do ANYTHING TO REMOVE THOSE EXTRA SERVICE CHARGE OR PENALTIES ON THE SAID DUE DATES.
5. If I was the agent of that kind of call. I will also do the same in that kind of A WELL MANNER MAN. Its because I do believe that KINDNESS BEGETS A KINDNESS ALSO.
Life is short to be UNEDUCATED MANNER HUMAN BEING much more than that being such as A GOOD PERSON.
Thanks for your answers Hernan! Patience goes a long way. Sometimes when customers are unreasonable, we just have to understand. :D
Very informative. Thank you
1.) About payment because he didn't pay at due time.
2.) Actually the agent didn't resolve the problem of the customer.
3.) Just explaining what the customer did. That He didn't pay bills at the right time so he will fine excess charge.
4.) She needs to fully know what to do in that situation. So customer will have grace from that situation. Probably she need to talk to her/his supervisor or team leader for more information, for her to do the right thing.
5.) For me I will pause for a break, and I will ask my supervisor, so she/he could help the customer than what could I make. Because I know I am lack of knowledge about it. So the customer will be satisfied in our company and still will stay in us.
-That's all thank you po... heheh... 😍
♥️
I'm not yet an agent but here are my thoughts
1) the customer's problem was about the bank fees added on his account. He was actually asking the agent to remove some
2) it wasn't resolved after the call was made because the customer was not satisfied
3) eagerness to help and was sympathetic and empathetic at the same time
4) argumentative tone is rising. Hehehe how could that be avoided? Hmm and the customer should be heard all throughout the call
5) i do not know but probably remain calmer? Hehehe.
leng bagayas Thanks for answering leng! 💗 You're right that the customer was not satisfied and true, in some cases of calls, it isn't considered resolved (although in other cases, it might be). Good point! I also agree with "argumentative" tone. 😂 It pays to be calm and patient, yes. And watch out when you're about to burst to avoid that kind of tone. Hehe. Thanks again! 🙏
Even if we are restricted to help them we should convey it politely.
i bet you did the right thing
1. Customer called to request his fees waive trying too just have the fees removed.
2. Agent did her best to resolve the issue by telling the customer what the company policies are and stating an alternative which will stop the fees
3. She told the customer the company policy and did her best to resolve the issue from the call center side.
4. She could do better and try to let customer know by explaining again thoroughly and always offer a solution not blaming him, doesn't sound right, even if customer wrong.
5. Always say I, cut the dead air.
For me based on my observation,the agent did the right thing.
the agent did not do the right thing , the agent did not go above and beyond for the customer , this is a very bad customer experience!
Hi, watching your youtube channel is very helpful. Thanks to you. ☺️
Welcome Shanelle! Glad to help. Thanks for watching my videos. ❤😊
Hi Rea, nice video. Thanks for having me in one of your segment :D More power to your channel =)
Blaire Bustillo Welcome and thanks too, Blaire! May part 2 pa sa next video. Haha! 🙏😂
Sure, I'll watch part 2 :D Kumbate kaayo
Hi sir Blaire ! I love the you way speak can you give me some tips on how to improve my oral skills 😊
Hi Chay, you can try following lines of american movies and try to record yourself and listen. You can also try the American Accent training guide in RUclips 👍😁 You can message me in FB in the future if you have some other questions.
@@ReaNinja hello miss how to answer when the cx Said that im not happy with your company.? What is my response.?I'm in training need your support please.thank you in advance
This is terrible customer service LOL do not use this as an example or you will have an angry swearing customer. She's giving attitude...
Over all the way of solving the cx issue was explained very well but I think the agent should found another way by holding the conversation asking another of her agent on what else the best way to resolve the issue just to show that the agent did extra effort to the cx 😊
OMG i dont really can't emagine that being a call center agent is very tough one you really need to be flexible what ever situation your in..😮😮
Thank you for this informational video Rea. It is a big help for us beginners to take mock calls/interview. #SorryForTheGrammaticalErrorInAdvance
Here is my answer to the following questions:
1. What was the customer's concern?
Answer: The customer's concern was all about fees. He wants to removed at least one fee because he cannot afford to pay it.
2. How did the agent resolve the concern/issue?
Answer: The agent was good. She is very witty to answer the concern of the customer but she was not able to satisfy the customer and i think because of the rules and regulations of her company or to the account that she needs to follow. I don't get what my point is. hehehehe
3. What did the agent do well in the call? (GEMS)
Answer: The agent was good. She tries to answer the customer but she can't handle it because obviously it is in the customer's fault why he has a fees to pay because of the late payment he did. Next time it is better to suggest more ways to resolve the issue.
4. What can the agent improve on? (OPPORTUNITIES)
Answer: The agent must have a more patience, she must give her best to satisfy the customer. Better to talk to expert rather than ending the call without customers' satisfaction.
5. If you're the agent, what will you do differently?
Answer: First and foremost, if I am the agent I will not give up. I must do my very best to resolve the problem and talk to the customer the right thing to do and explain what to do . And I must give satisfaction to my customer. #BDO we must find ways.
That could be all thank you. Sorry for my grammatical error. Please correct me, and Thank you once again. P.S I am now taking call center training and I have my mock calls tomorrow. Honestly I am not good in English and I have no idea what to do, what mock calls is all about. But, I've seen this video. OMG!! Thank you so much.
So happy that you find my videos helpful. Thanks for watching and answering the comments Cliford. I agree with your answers. Good luck with your mock calls! 😊
@@ReaNinja Thank you.
What was the customer's concern? He wanted to remove his late fees
2. How did the agent resolve the concern/issue? she told him the reason for the fees and what he could do to stop getting the fees
3. What did the agent do well in the call? (GEMS) remained calm as possible and polite
4. What can the agent improve on? (OPPORTUNITIES) the agent showed signs of frustration by sighing during the call
5. If you're the agent, what will you do differently? I would ask them if I could call back with a possible solution to their problem before letting him hang up
--
In my idea ,,i think the agent did well,,i understand the part that agent's hand tied,how ever agent must give more reasurrance to the customer
Cx have mentioned that he has been a cx for 5yrs. We can consider that by seeking help to our TL for a 1 time credit. Agent, could have avoid negative words like the word NO. Educating CX was applied..but, agent should have given an extra mile to convert that into a csat call.😊👍
Thanks for your videos, This is my first time applying ♥️ Wish me luck ♥️♥️
All the best :)
1. The customer's concern is he wants to remove the other fees that charged by the company.
2. The agent did not resolved the problem.
3. The agent keeps on reasoning to the customer.
4. The agent should direct to the point when she to resolve the problem immediately
5. If I were the agent, I will first tell some empathy phrases and point out the main reason why he had the other fees or if not, I will reach to my other team mates to help me out of the issue.
Chris Buhatin Thanks for answering, Chris! 🙏 I like what you said about explaining what's really the reason for the fees because maybe there are other root causes. It's great thinking. More empathy and asking help are really good too. 🤗
Hi rhea! Thank you for noticing me! Im on a call center training right now. Its hard for me to express myself in english language. So, I do watch your videos so I have an idea what call center is. Btw, this is my first job and first bpo exp. Can you give me some advices? 😊
Chris Buhatin Thanks for watching my videos, Chris. 💕 I'd say just learn as much as you can and dont stress out too much. Take training seriously but dont forget to enjoy. Good luck on your training! 🙏
Negative scripting was observed on the call.
The agent sounds sarcastic.
Lack of assurance statement and empathy.
You should explained the billing cycle to the customer in a friendly manner.
Saying I'm tired to your customer is a BIG NO.
Goodluck if that call will be audited. I believe that is for TERMINATION.
CUSTOMER SERVICE. serving a good impression, experience and satisfaction to your customer.
Again, I'm sorry vs I apologize.
Thanks Phylbert. Great input. It was my hands are "tied" though (saying she couldn't do anything), not "tired." 😊 But overall, good observations. 👍
please make video on outbound call center sales
1. He kept being charged for fees due to late payment and secondly, the agent kept telling him the same thing without trying to solve his problem.
2. Agent didn't resolve his issue. She said there was nothing she could do about it. He should pay before 4pm.
3. She greeted properly, asked the right question (how may I put a smile on your face) and listened to the man's issue though he sounded rude due to his frustrations
4. Keeping her cool and composure till the very end of the call. I think she lost it at a point.
5. I think with this very issue, there isn't anything I can do to solve it the way the customer wants by taking out soke of the fees. However what I think I will do is apologize for his loss and try and help him set a reminder at least to try and pay on time to avoid the penalty.
1. What was the customer's concern?
He wanted his bank account fees to be reduced or removed.
2. How did the agent resolve the concern/issue?
The agent didn´t resolve anything.
3. What did the agent do well in the call? (GEMS)
The agent just denied everything the customer said.
4. What can the agent improve on? (OPPORTUNITIES)
The agent could be more positive and optimistic, although she already knew the complaint couldn't be accepted.
5. If you're the agent, what will you do differently?
I would be more open to talking and not interrupt the customer.
Nice kayu inyung collab! Pang webinar kayu
Haha thanks Cj! Laysho ra ang webinar! :D
That first scenario is a little bit off since most customers will get very angry if an agent says "you were not able to pay on time" instead of saying, "fees were not paid on the account on time" An agent always has to tell the clients indirectly that the account has late fees instead of blaming the client directly, this is done so that the client takes the information easy and not burst and explode in anger.
Love it!💕
oh my gosh... you need to do a live session girl.. i am all for it..
Alic Balmes Soon lic!!! Let's! 😂🤗
The costumer's concern was about some fees. Those fees were put in his account because of his delayed payment.
The agent did the right job, and didn't let him persuade to remove the fees illegally. I think it's illegally,because he wanted you to remove them without paying.
He was kind of rude, and the agent was nice to him, that's a good point and so forth..
Thanks for your input! 🙂✔️
yassss,,,informative..agent did the right thing..rules should be followed
The customer has a fees on his bank account and he wanted these to removed that is why he call and expecting that agent would resolved his problem.
I do love your channel I'm from El Salvador and I just joined to a call center in my country your channel has been really useful to reach my goals thank you so much and I got a question for you do you have patreon?
Thanks Douglas. Happy for you ❤ I do have Patreon but I never launched or marketed it yet. 😊
Thank you so much for this videos!!
for question # 1
the costumer's concern is about having a fees in his bank account and he want to remove it.
# 2
actually it didn't turn out well the reason is that the agent answer the costumer's in a straight point by saying that he didn't pay on the due date of his bank account. Let say okay there is nothing more the agent can do about it but if she show an enough effort of sympathy with the customer's i think it at least the result will be positive not negative.
# 3
she did not do well in the call also the agent language is not actually appropriate just by saying "my hand are very tired right now" i think it is not a good thing to say.
# 4
showing more effort and empathy statements and careful how to delivered the word/statements in a way that the the costumer's well take it in a positive way
#5
no idea hehe help me please :)
#my 3rd day as an agent
#AT&T
i'll wait for the answer of number five
You may read some of the comments for #5. 😊 Good observations. It was "my hands are tied" though, which meant there wasn't anything she could do. But I agree, agent should have delivered the lines in a more positive manner.
@@ReaNinja thank you
your videos help me lot
1. About why his bill got higher
2. She's checking it and find out that the customer didn't exactly pay in his due date of billing.
3. Checking it and telling the reason why Mr. customer bill had many fees
4. Stop complaining to the customer like she's telling that her hands are tired resolving the issue because in the first place it's your job and be more patiently find what can you do to the customer.
5. I'll tell to the customer that Okay I'll try my best Mr. customer I'll make a report to this and that's all I can do. But if this will not be granted all I can do is apologize because this is the rules of our company.
-Sorry! call center virgin here. Newly hired for the Macy's credit account and will begin the training in 13 on September ☺️
Hi Relyn! Thanks for taking the time to answer. 😃 Congrats on your new job! I agree with being patient with the customer, super important. 💯👍
Hi relyn mae.. im also having my training for Macy's omni channel ..hope it's doing good for you there in credit department :)
Also the agent didnt tell that her hands are TIRED. I heard its tied.. meaning she can't do anything about it.. :)
Honestly yes she did
he was actually polite lOl
As customer wants to remove late fee charges.
Simple observation : Agent should politely denied the customer and should give more assurance to the customer that agent genuinely want to help but (try to convince him that agents also need to follow the process).
Im having a mock call thats why im here
Thanks for being here, Chay. Good luck on your mock call. 🙏
Costumer really want his excessive fees to removed he cant afford it.
For me the agent really do his job but i think theres another way to removed it by the management idk i think if im sure with that. And
im so thankful maam you do lot of videos that help lot of newbies like me hoping you made more..
1. The costumer is asking for his fees to remove
2. The agent did not resolve the issue of the costumer.
3. The things that the agent did well is she try to resolve the issue but it seems she can't do anything about it due to the late payment of the costumer so basically she can't do anything about it anymore. The problem is the agent wasn't do it in a positive way to make it understandable to the costumer.
4.The agent must improve on the way she treat a costumer having said that "my hands is tired" say what? That is why the costumer wanted to talk to her supervisor because he thinks the agent is not a person who he can ask for his problem
5. If I were the agent I will explain further the details why it happened and I need to consider what the costumer is feeling to be able for him that you really understand what he is coming through. Another thing is if you can't give what the costumers what atleast try to give a statement in a positive way, you need to value every costumer because they deserve an great costumer service.
1.The costumers concern is about the extra charge or fees that he get by not paying on time .and he wants to remove it.
2.The agent resolve the issues by Apologizing and explaining bow the costumer gets those fees and she cannot do anything about it.
3.i think when she apologize and explain her best to make the costumer understand that she cannot do what the costumer wants
4.i think . The agent should improve to use empathy by making them feel that she understand the feeling of the costumer she's Lacking at that part.
5.Yes . I will do differently . I show more emphaty so the costumer will understand that i cannot do anything with the specific problem his facing .
Thank you maam ! ❤❤❤
Rea is the best ❤️❤️❤️
Who else is here because GEICO called them for an interview?
Wow 🙂
My man Blaire is in the house
1: The customer's main concern was to remove the fees from his bank account.
2: The agent did her best to clear the customer's query she just updated him about the issue due to which he has to pay the fees because he was pretty late in submitting his payment. She also guided the way how could he be able to avoid such a situation in the future as well.
3:I think she did her best in the call she was very kind and polite with him so there is nothing more to add up because rules are the same for all so if he was late in submitting payment he has to pay for it.
4:i think she could have used the more polite and kind words instead of just saying "my hands are tired and I cannot do anything for you"
5:well I think there should be a solution too for late payment of just a few hours by the due date as the customer gave a valid reason for it so she may have locked his ticket with the reason for late fees so there will be compensation in the charges.
It's "hands are tied" 😊 but good observations. 🙂
as customer has issue about his fees which bank has charged
also as being an old customer customer was asking for warier which agent has to approve after having word with his supervisor not all but to make customer little happy
Thanks for your input! 🙏🙂
You should have gotten the customer details for the account.
Thats assuming there's a customer profile pop up on screen.
The caller was upset about late fees on his account and asked that they be removed
The first call is the agent did right by following protocol for overdrawn fee policy.
You just over apologise, and some cliche, that over heard on the phone such as, as i have check here,,