Wow, I didn't know there are contents like this here in RUclips. This will be a great help for my incoming nesting. Thank you so much. This is a great help.
Thank you for making this content available, it was really helpful… Thought it would help people I made a transcript of this entire video, so below it is: Some quick tips on how to use the statements: Tip #1: Use “I” instead of “We” it sounds more personal and thoughtful. Tip #2: Make sure you tone of voice sounds genuine too. Tip#3: I will certainly help you with that/this…” Remember to replace “that/this” with the specific concern. Ex. I’ll certainly help you with your re-connection. TIP #4: Practice saying your statements beforehand to see which ones sound more natural when spoken. TIP #5: Adjust your statements based on the customer’s situation. 10 Call Center Acknowledgment, Empathy, and Reassurance Statements 1. “I have encountered customers who have been in your situation and what I did to successfully help them was…” 2. “I would feel the same in your situation, but don’t worry, I’ll help you sort this out.” 3. “Your situation makes sense. Rest assured that I’m here to take care of this for you. 4. “I understand that’s really frustrating, let’s see what I can do to help.” 5. “I appreciate you bringing this to our attention, let me help with you fees.” 6. “You satisfaction is our number one priority. I will work with you to resolve this concern.” 7. “I can imagine how upsetting that is. I will make sure to put this into action for you as soon as possible.” 8. “I am terribly sorry that you had to go through this situation. I will help you get this resolved immediately.” 9. “I realized how difficult that must have been for you. Don’t worry, you’ve got the right person on the line to help you.” 10. “Your experience is definitely unacceptable. I’ll make sure this gets resolved today.”
You have definitely helped me as I started for the first time in the BPO industry last year. You may, however, want to post an update on an answer where as agent I will say I understand. Most customers don't find it an acceptable answer. More often than not, it makes them all the more irate. They will answer back: no! You can't possibly understand how I'm feeling right now. Don't patronize me. What's another way of saying it instead of I understand. There are also companies whose metrics won't allow agents to apologize or say sorry because Sentiments would go down. Again, how should we say it in a better way instead if saying we're sorry? Thank you. Looking forward to new uploads from you. :)
This was really straight to the point I like it, no unnecessary rambling. I have a hard time expressing emotions because I can be Aloof how would you say I should go about converting that I genuinely feel it for the customer?
I'm watching this now and this is really helpful, I am currently in nesting period and since this is my first time in call center I find it really hard to explain to the customer clearly, I am slowly able to understand them but I still find it hard to construct a sentence that is both positive and professional. I hope I will be able to pass the nesting. Thank you Rea.
Honestly lifesaver I started working at a call center and they grade us based on if we assured the customer and I got in trouble because I wasn't assuring the customer. I had no idea what they were talking about now until this video. I thought it was going to be hard for me but now with this statements I think my customer service will be at 100%😊😊😊 Thank you for making this video🙏 I thought I had to be a kiss ass or show alot of feelings and tbh with you I'm not good at showing feelings like that but these statements will show the customer I care about them 💯 Thank you. I was having a hard time trying to find some on Google!😊
Aww so happy this video helped you, Isabel. I'm not sure which country you're from but here in the PH, we are not used to these statements so it takes a lot of practice to sound natural. 😊❤
@@ReaNinja I'm from the United States. It's easy for me my customer service voice is on point. Lets just say l have that one voice where customers will be asking for my location through the phone or asking for my name again because it sounds so genuine 😊😂
Okay maybe thats the reason why I usually get detractor. Mine is "I am so sorry to hear that, unfortunately I am not able to help you with regards your concern. All I can do is to put notes into your account about this matter and rest assured we are going to work on this issue and resolve your concern"
Im watching your vedios before I decided to apply in bpo industry... You help me a lot Rea especially on my interview... And now I'm on training and Im watching your mock calls example... thank you again..
thank u miss rea. your videos about assessments and interviews helped me a lot and now im here, watching helpful tips regarding the scripting. because i have landed the job last month. thanks a lot!! keep on inspiring us
All your video is very helpfull.. thanks so much making all these videos.. i hope i can fluently speak english language so my matrix now in my training will meet the target matrix... god bless..
Hi frome Guatemala , I'm new here but let me tell you that your videos are so helpful and I hope someday I speak almost perfect like you "sorry for my english's gramar I'm learner yet" God bless you.
Hi, Rea! I recently found your channel and I've been devouring every video. This one is just so helpful with providing different statements than the ones I've been used to using, so I really appreciate this. I have a question for you, I'm not sure if you've addressed this before, but, how would you handle a call when you just KNOW you are not going to be able to help the customer with their issue? meaning, you understand their frustration, you know they are right, but you also know that there is no way for you to help them.
@@danielgiovannirodriguezhig7242 Thats to be expected. But if you did everything you could and followed all guidelines and the issue is not within your control, it should not be taken against you (agent).
Thank you so much for your videos actually it helps me a lot by boosting my confident, and having lots of knowledge in my new line of career even though im just a 1yr vocational graduate. I've used your videos as my stepping stone to enter the world of bpo, just got hired this Feb 3, 2020 in a pioneering account but unfortunately this pandemic comes, thats why ill try my best to study even though its not my nature coz i know in myself that if i followed your videos and add some actions many doors of opportunities will be open. Again thank so much your such a great help. ♥️
Thank you so much Rhea 😊 2019 month of june Before my interview i watch this for some tips on How to pass the interview and yey! Finally i passed it 😉 Now, I am almost 1 year sa work ko. A thousand thanks to you. AER naman ngayon 🤩🤗
I really loved the empathy statements and reassuring statements but my only concern was that you were going a bit too slow. Is it okay if I say those a bit more quickly because while slowing down my pace, i am fumbling on most of the words and sounding kind of scripted. I don't want that to happen as i newly joined a customer service job. You are doing a great job. Thank you so much for those statements they helped a lot.
Of course, say it at your own pace. I was slow in the video because I was reading, the statements were quite long, and there were no subtitles. I had to slow down. 🙂
Hi what emphaty statement can you say if the customer having a bad reception or or having a hard time hearing you due to bad phone line connection ? Tnx
Thanks ms. rea for this pointers in AER. Haha, really having problems with it. Can you also give some tips in turns of paraphrasing the concern of customer, thanks. Godbless
Hi Ate Rea!!! Your vids really helped me a lot during my whole application process. I just signed a contract last day for a technical support account and now I'm pretty worried about our training this sept 15, I am a newbie and not really that techy. The first week of our training is called QUEST and I need to pass that before I can proceed to PST. I need to get a grade higher than 85% (call sims and listening skills), I just wanna ask for some tips about the possible call scenarios during call sims? THANK YOU!💓💓💓
Pwede po mag ask what can we say or reply to a customer if he/she says that he/she is going through a divorce? Thank you so much po if ever ma notice nyo tanong ko
Hi rea! I am newbie in a bpo company. I need your help. What if the customer haven't received the product that she ordered from the online shopping and she really need the product right away because it's her birthday present to her friend however the problem is the product will be delivered late. And it will show up in the system that the product that she ordered will be delivered 3 days after her friends birthday? How can I deal with that situation? Thank you!!
Great video. I would just be careful of promising a customer that you can resolve their situation, when there are times that you may not be able to give them what they want. Instead of promising something I say something along the lines of "I would be happy to see what options are available." It lets them know you are here to help, but does not commit you in the event that you cannot give them exactly what they are looking for.
Kudos for the Video clip! Excuse me for butting in, I would love your opinion. Have you ever tried - Pondalyn Phrenic Paramountcy (Sure I saw it on Google)? It is an awesome one of a kind guide for discovering psychological methods to make women want you without the hard work. Ive heard some awesome things about it and my mate at very last got excellent success with it.
Call centers are the worst places to be employed at. None of the hype about call centers is real man. Unrealistic metrics, high stress, the verbal and emotional abuse that is endured is definitely not worth the extremely low wages and crappy benefits.
It's a totally different case here in the Philippines because we have a different standard of living. Call centers are paying way more than minimum wage. Though I will agree about the unrealistic metrics *sometimes*, it also depends on which company you're in. High stress, yes. Abuse - depends where you are, it happens. They're not the worst places here imho.
⭐️ Here's a related video: ruclips.net/video/AAAwrMyDrlE/видео.html 🙂 Comment below if you want a blog post with all the statements. ✔️
Wow, I didn't know there are contents like this here in RUclips. This will be a great help for my incoming nesting. Thank you so much. This is a great help.
Glad this helps ❤🤗
Thank you for making this content available, it was really helpful…
Thought it would help people I made a transcript of this entire video, so below it is:
Some quick tips on how to use the statements:
Tip #1: Use “I” instead of “We” it sounds more personal and thoughtful.
Tip #2: Make sure you tone of voice sounds genuine too.
Tip#3: I will certainly help you with that/this…”
Remember to replace “that/this” with the specific concern.
Ex. I’ll certainly help you with your re-connection.
TIP #4: Practice saying your statements beforehand to see which ones sound more natural when spoken.
TIP #5: Adjust your statements based on the customer’s situation.
10 Call Center Acknowledgment, Empathy, and Reassurance Statements
1. “I have encountered customers who have been in your situation and what I did to successfully help them was…”
2. “I would feel the same in your situation, but don’t worry, I’ll help you sort this out.”
3. “Your situation makes sense. Rest assured that I’m here to take care of this for you.
4. “I understand that’s really frustrating, let’s see what I can do to help.”
5. “I appreciate you bringing this to our attention, let me help with you fees.”
6. “You satisfaction is our number one priority. I will work with you to resolve this concern.”
7. “I can imagine how upsetting that is. I will make sure to put this into action for you as soon as possible.”
8. “I am terribly sorry that you had to go through this situation. I will help you get this resolved immediately.”
9. “I realized how difficult that must have been for you. Don’t worry, you’ve got the right person on the line to help you.”
10. “Your experience is definitely unacceptable. I’ll make sure this gets resolved today.”
Thank you! 💚
You have definitely helped me as I started for the first time in the BPO industry last year. You may, however, want to post an update on an answer where as agent I will say I understand. Most customers don't find it an acceptable answer. More often than not, it makes them all the more irate. They will answer back: no! You can't possibly understand how I'm feeling right now. Don't patronize me. What's another way of saying it instead of I understand. There are also companies whose metrics won't allow agents to apologize or say sorry because Sentiments would go down. Again, how should we say it in a better way instead if saying we're sorry? Thank you. Looking forward to new uploads from you. :)
So good statements I got today. I am damn sure these statements add value to my customer service skills. Thank you so so sooo much.
Wow these are actually pretty good! 7 months into being a CSR and I think these will be very helpful. Thank you!
Glad you like them!
Wow!! Exactly what I needed. I'll have my mock call later, and this has been such a help🙏💕
❤ nice 👍😊
I just watched this video today but I will apply this tomorrow. Ty!!
As a CSR I am happy to have discovered this jewel it will certainly prove to be helpful for me
This was really straight to the point I like it, no unnecessary rambling. I have a hard time expressing emotions because I can be Aloof how would you say I should go about converting that I genuinely feel it for the customer?
You can practice talking more in a pleasant tone of voice..😊 you already have the statements, it just takes practice to sound more genuine.
I'm watching this now and this is really helpful, I am currently in nesting period and since this is my first time in call center I find it really hard to explain to the customer clearly, I am slowly able to understand them but I still find it hard to construct a sentence that is both positive and professional. I hope I will be able to pass the nesting. Thank you Rea.
Thank you for this, you are a great help ❤️ Be safe always 😊🙏🏼
excellent video, thanks very much for making videos like this one, it helped me a lot in my job
Thank you so much mam rea for the information I've learned a lot God bless
I just passed my mock call today and now waiting for JO. Big thanks ms rea. Wish you more success!!❣️
Thank you for the tips Ms. Rea👏 this will surely helped.
Honestly lifesaver I started working at a call center and they grade us based on if we assured the customer and I got in trouble because I wasn't assuring the customer. I had no idea what they were talking about now until this video. I thought it was going to be hard for me but now with this statements I think my customer service will be at 100%😊😊😊 Thank you for making this video🙏 I thought I had to be a kiss ass or show alot of feelings and tbh with you I'm not good at showing feelings like that but these statements will show the customer I care about them 💯 Thank you. I was having a hard time trying to find some on Google!😊
Aww so happy this video helped you, Isabel. I'm not sure which country you're from but here in the PH, we are not used to these statements so it takes a lot of practice to sound natural. 😊❤
@@ReaNinja I'm from the United States. It's easy for me my customer service voice is on point. Lets just say l have that one voice where customers will be asking for my location through the phone or asking for my name again because it sounds so genuine 😊😂
Just starting this video thank you!!
Your so amazing Rea thank you so much because of your videos i got i hored in my first BPO job
Thank you so much, you're my angel Im new in this BPO industry and you're most vedios helped me a lot.. more power and God Bless.
Welcome! ❤🙂
Super worth it yung 3mins ms. rea.
Good to know that. Thanks for watching! 😊💞
This is such a great help! Thanks!
Very helpful thank you so much for this video 🙂
Okay maybe thats the reason why I usually get detractor.
Mine is
"I am so sorry to hear that, unfortunately I am not able to help you with regards your concern. All I can do is to put notes into your account about this matter and rest assured we are going to work on this issue and resolve your concern"
This is really helpful tips! ❤
Glad it was helpful!
Thanks for sharing such a useful material i am in newly hired training
Im watching your vedios before I decided to apply in bpo industry...
You help me a lot Rea especially on my interview...
And now I'm on training and Im watching your mock calls example... thank you again..
Thanks for watching Nerisa 🙏 Good luck on your training and congrats! ❤
thank u miss rea. your videos about assessments and interviews helped me a lot and now im here, watching helpful tips regarding the scripting. because i have landed the job last month. thanks a lot!! keep on inspiring us
Congrats 🤗
Yes blog post with acknowledge statements and thank you sooo much 😁
Owrayts!! Thank you too 😊
All your video is very helpfull.. thanks so much making all these videos.. i hope i can fluently speak english language so my matrix now in my training will meet the target matrix... god bless..
Happy to know that my videos helped. Thanks for watching, Jether! ❤ Just practice more. God bless!
Very helpful!!!
I have watched all your video and nagamit ko lahat on interview until sa training ko na aapply ko parin siya.. thank you ninja! More power!
Wow thanks for watching! I'm happy na nagamit mo. 😊
Your videos are super-duper awesome and helpful chị Rea ơi. A big thank-you from Vietnam
Cam on 🤗🤗
I am having refresher after having my C-section it seems that I am forgetful. Now I am applying for a job again
Hope you also have a tips for "call framing"
Really nice video, I got the call center job I wanted
Thank you and congrats Carla! ❤
This is very helpful tips, especially for biggener like me.
Hi frome Guatemala , I'm new here but let me tell you that your videos are so helpful and I hope someday I speak almost perfect like you "sorry for my english's gramar I'm learner yet" God bless you.
Hello from the Philippines 😊 Thanks for watching my videos. Glad to help!
This really help me
We are using this steps every call the AER, and as a newbie it really hard for me to build my AER
Practice makes progress. 😊
Thanks
Really helped dear.
Hi Ma'am Rea! Thank you so much for all of your videos! It really helped me.
I am junior Ninja following ur advise, I m technical support guy 👍
That's cool 😊 Thanks for watching ninja!
Hi, Rea! I recently found your channel and I've been devouring every video. This one is just so helpful with providing different statements than the ones I've been used to using, so I really appreciate this. I have a question for you, I'm not sure if you've addressed this before, but, how would you handle a call when you just KNOW you are not going to be able to help the customer with their issue? meaning, you understand their frustration, you know they are right, but you also know that there is no way for you to help them.
@@ReaNinja Of course, he/she will hang up, also they will give you a bad score.
@@danielgiovannirodriguezhig7242 Thats to be expected. But if you did everything you could and followed all guidelines and the issue is not within your control, it should not be taken against you (agent).
Thank you so much for your videos actually it helps me a lot by boosting my confident, and having lots of knowledge in my new line of career even though im just a 1yr vocational graduate. I've used your videos as my stepping stone to enter the world of bpo, just got hired this Feb 3, 2020 in a pioneering account but unfortunately this pandemic comes, thats why ill try my best to study even though its not my nature coz i know in myself that if i followed your videos and add some actions many doors of opportunities will be open. Again thank so much your such a great help. ♥️
Appreciate your comment. All the best to you. Keep learning. ❤🙏🏼
Thank you so much Rhea 😊 2019 month of june Before my interview i watch this for some tips on How to pass the interview and yey! Finally i passed it 😉
Now, I am almost 1 year sa work ko. A thousand thanks to you.
AER naman ngayon 🤩🤗
Wow so happy for you 🙏🏼❤
I really loved the empathy statements and reassuring statements but my only concern was that you were going a bit too slow. Is it okay if I say those a bit more quickly because while slowing down my pace, i am fumbling on most of the words and sounding kind of scripted. I don't want that to happen as i newly joined a customer service job. You are doing a great job. Thank you so much for those statements they helped a lot.
Of course, say it at your own pace. I was slow in the video because I was reading, the statements were quite long, and there were no subtitles. I had to slow down. 🙂
@@ReaNinja Thank you so much for your reply Rea. Have a good day.
Hi what emphaty statement can you say if the customer having a bad reception or or having a hard time hearing you due to bad phone line connection ? Tnx
we will be having our weekly mock call later.. im nervous
Thanks ms. rea for this pointers in AER. Haha, really having problems with it. Can you also give some tips in turns of paraphrasing the concern of customer, thanks. Godbless
Ok, ill add to my list of topics. Thanks for watching! 😊
Hi what emphaty statement can you say if someone dies in the family? Tnx
Thanx for the tips
Great video! thank you
Thank you po dahil hindi P.O. kayo madamot 😊😊😘new subscriber here ...
Welcome! 💞 Thanks for subscribing. 😊
Nice I have an idea now! Tnx
Thank you for these tips. Appreciate it. Take care.
Welcome. Thanks for always watching. Take care too! 💞
Amazing Content, Thank You
Hi Ate Rea!!! Your vids really helped me a lot during my whole application process. I just signed a contract last day for a technical support account and now I'm pretty worried about our training this sept 15, I am a newbie and not really that techy. The first week of our training is called QUEST and I need to pass that before I can proceed to PST. I need to get a grade higher than 85% (call sims and listening skills), I just wanna ask for some tips about the possible call scenarios during call sims? THANK YOU!💓💓💓
Check out my mock calls playlist on the home page. Congrats ❤😊
Hi May I ask, Are you in a telco account?
No po
im 5months now in BPO and im having hard time with my acknowledging statement 🥺
Pwede po mag ask what can we say or reply to a customer if he/she says that he/she is going through a divorce? Thank you so much po if ever ma notice nyo tanong ko
thanyouso much po
Hi rea! I am newbie in a bpo company. I need your help. What if the customer haven't received the product that she ordered from the online shopping and she really need the product right away because it's her birthday present to her friend however the problem is the product will be delivered late. And it will show up in the system that the product that she ordered will be delivered 3 days after her friends birthday? How can I deal with that situation? Thank you!!
Really helpful sis hope na maremember ko sya , pag nag assessment huhu
Is this can be applied to t mobile account?
Any account
Great video. I would just be careful of promising a customer that you can resolve their situation, when there are times that you may not be able to give them what they want. Instead of promising something I say something along the lines of "I would be happy to see what options are available." It lets them know you are here to help, but does not commit you in the event that you cannot give them exactly what they are looking for.
Thank you! You have a valid point. Agree with you. In fact, I have mentioned that in one of my call flow videos. ✔✔✔
@@ReaNinja Awesome! Love your channel. +1 subscriber
Shoutout sa mga friends ko jan sa gateway hotel haha 🤣🤣🤣 Wave 76 haha
How would you answer the question "how to improve customer service?"
Thank you Rhea! I need this to get higher VOC score. Hehehe
Does VOC where you work mean "Voice of the Customer"
more example of aer please?🙏👍
Next time again. 😊 Start with 10, you wont be able to use everything right away, hehe. Thanks for watching!
Please do one credit card related mock call
Dapat sinulat mo ung 10 statesment para ma-copy ko haha kakabisaduhin ko sana :3 gayunpamam, salamat.
Kaw nalang muna magsulat please, nasa video naman lahat eh. Hehe wala pa kasing time mag blog. 😊 Thank you.
Do you have a list of statements for questions to ask for a customer?
It's different in each situation so there's no definitive list. 🙂
We dont need to state 'but' as it is sounds negative
I wish I've seen this before my berlitz 🙆😌
Kudos for the Video clip! Excuse me for butting in, I would love your opinion. Have you ever tried - Pondalyn Phrenic Paramountcy (Sure I saw it on Google)? It is an awesome one of a kind guide for discovering psychological methods to make women want you without the hard work. Ive heard some awesome things about it and my mate at very last got excellent success with it.
Thank youuu!
Thank you po... Its a big help... How to start from that strong empathy statement spiel in building confidence New Subbie here....
Sa ibang call center bawal ang sorry, lalo sa company ko
Larlar lang talaga kailangan
good vid very informative, please get a pop filter tho it would make it sound much more professional :)
Theses Theses going through
Yung nakakatakot kasi yung ganun spiel mo then hnd mo natulungan si Cx 😭
What is reassurance?
Letting the customer know that you're going to do what you can to resolve the issue. 🙂
Ahh salamat po 😊
cool👍
Thank you. 😊
A
💖
Link to survival kit is broken
Sorry I had to remove it as my website is being updated.
👍👍👍👌👍👍👍
sample po sana sa Berlitz exam
Wala po akong experience sa berlitz, sorry 😊
Add on PlayStation theChicomalOo
Bye.
It's too fast
You can pause it. 😊
Call centers are the worst places to be employed at.
None of the hype about call centers is real man.
Unrealistic metrics, high stress, the verbal and emotional abuse that is endured
is definitely not worth the extremely low wages and crappy benefits.
Where u from? 🙂
@@ReaNinja
Its a work from home CC. Minnesota.
It's a totally different case here in the Philippines because we have a different standard of living. Call centers are paying way more than minimum wage. Though I will agree about the unrealistic metrics *sometimes*, it also depends on which company you're in. High stress, yes. Abuse - depends where you are, it happens. They're not the worst places here imho.
Thanks
Thanks
Welcome! 😊