⭐️ READ FIRST: EVERYTHING IN THIS MOCK CALL VIDEO WAS ALL SCRIPTED. THIS WAS INTENDED TO BE A DSAT CALL. CALL STARTS AT 1:06. It is a sample call wherein you get to point out the strengths and mistakes of the agent (that I intentionally acted out) so that you will learn to evaluate a call and others will learn from you too. ❤ These are guide questions only but feel free to comment whatever you think about the call. 😊 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? WATCH THE ENTIRE PLAYLIST HERE: ruclips.net/p/PLpEXFgzuDIjCoZSWMqX2joP0FDL24h7u6 WATCH THE EVALUATION VIDEO FOR THIS CALL TYPE: ruclips.net/video/OM5uNwsEGYY/видео.html
1. Connection being cut 2. Creating a ticket for the right department 3. Empathy 4. Maybe lessen the pausing time and changing the tone and speak slower 5. Maybe I would lessen the Apologies bc customer may feel we are clumsy and stupid Nwy, I love al your video ❤️
Nice one, if i was the agent, i would also advice the customer to pay her bill ahead of time like 3 days before its due. Like what happened in that scenario that it takes 3 working or business days before the payment reflects or get posted. And also to change her payment method into auto debit to make it real time. =)
As a customer, I just wanted to apologize for all of us who act like jerks and thank you for tolerating it, doing your best, and working harder than we could ever know.
I definitely appreciate your apology. It is really rough being the first point of contact especially when things go wrong. I work for a security company and every day is a struggle to stay at that job. Calm customers really makes like easier. 👍🏽
Working for the HP technical support, I do come across irate customers on a regular basis and I know how difficult it is to convince someone who's not ready to listen. But I also understand the customer's frustration too but it is customers like you who are so understanding that totally makes my day. Please do not apologize as I'm sure you're very sensible and wouldn't act out like this. Thank you for your patience and understanding ☮️ P.S.: A little piece of advice for all the agents, "The customer is always right and please always do your best to assist them. Do not take any of this personally and try to understand things from the customer's POV". It all comes down to skills to turn an angry customer into a happy one. And never forget to have fun. 😊
Tip for everyone: Learn to listen, show empathy, sympathy, learn to put yourself in a customer shoe and always remember to be calm, professional, and firm. Always make the customer feel that you are in their side but also never forget to promote your brand. For the past 4 years these are my weapons in getting a perfect csat score. On the other hand, If the customer is very upset then let him/her vent out, don't take it personally and never interrupt. If they are attacking you personally give a warning(please follow company proper call procedure) if they don't stop release the call, make sure to document it and report it to your supervisor. We filipinos are customer oriented but please don't allow anyone to ruin your dignity. And if you are not use to speaking in english/spanish i highly suggest that you watch more english films, read more books, and talk a lot to enhance your communication skills.
I know this was 4 yrs ago, but the lines from the angry customer were eerily accurate! I used to work at a call center for a bit and I'd get those exact same lines on a daily basis. This is why despise call centers. They fuck shit up and then you're supposed to act as their trashcan for customers' negative emotions.
-The customer did not express that she’s frustrated - avoid verbalizing it. -Avoid using ma’am/sir. Address the customer by her first name or last name.
Ms lastname , yes. But using their first name would be considered very rude in the Netherlands unless they explicitly introduced themselves on the phone to you with just their first name. I agree that just ‘mam can annoy an angry customer extra. But just the first name would not fly here most of the time 😅 We have expressions like “Excuse me?? We did not play marbles together as kids!” Which means you think someone is being too informal.
The one thing i love about them is you are trying to help them and they don't listen and insist to speak with the supervisor, so after transferring to your sup, your sup says he/she just wanted some compensation or discount or any gift card because all agents cannot provide him/her what he/she wants so she asked to speak to the sup to give her or him the demands.. so the customer basically acted just to receive some compensation, unfortunately the supervisor is not stupid enough to grant their req. without any valid reason. hahaa. gets me on my nerves. and the thing is the customer rated the calls wrong. instead of putting 1 star for lowest.. they put 5 stars thinking it is from 5 being lowest and 1 being highest so.. instant CSAT on my end... with a written irate survey. haha
@@numh1991 Ienvy you sir/maam. How do you even have the attitude to laugh? What's your technique? I want to work in a call center and hearing this makes me scared huhu.
As you check on the customer’s details, let the customer know that you’re checking and confirming details as opposed to asking for their details then going silent. The customer is already frustrated so being silent without letting them know will frustrate them even more. Let the customer be part of the problem-solving process so as to give them a sense of control. (What I would improve)
The keys to turn a bad call to good is : 1 .don't interrupt if they angry let them finish and listen . 2. Personalise the call by emphasizing with emotion let them feel we feel sad too 3. Give them assurance that you really will try your best 4.provide options if your company let do credit , rewards just offer them if still goes wrong let them know that you not doing something personally to upset them most of the time they will realise we are just employee. i wish u luck hope its useful
For those who are just starting to be in Customer Service. When you received this type of call or customer. Always remember not to over do the "Sorry or I know how you feel" lines". Jump right into giving them the solution by fixing the problem and that would calm them down immediately. Don't go circling that would make them more irate more. The main point is not just to let them know we actually understand how they feel but we are there to fix their problem right away.
If this is in a training settings it is being scored and you shouldn't forget to emphasize apology and empathize with the customers. It is part of the Call flow. However when you are not in the training settings anymore and you started to take actual calls you don't have to.
I applied a job as a customer service representative and this is a whole new environment for me I've been working on food industry for 2 years and this is my first time working as a call center agent now I'm preparing myself for this kind of customers, i believe that good attitude is very important in this role for they wanted to be heard and get some answer while im being patient i hope this will be a good opportunity for me
Things that we should be aware of: 1: PROPER HOLDING 2. Acknowledging customers feelings 3. More probing questions 4. Enunciation and Pronounciation must be observe 5. NO DEAD AIR 6. Asking permission on how to address a customer 7. aside from asking repeated questions to the customer, why don't we simply rephrase the question instead 8. Never forget to RECAP or give a SUMMARY to the entire conversation (not always applicable) 9. Let the customer complain and solve the issue right away or if an agent was unable to fixed the problem, excalate the concern to the higher department 10. ALWAYS SMILE, MODULATE VOICE WITH PROPER INTONATION AND TONE, AND LET THE CUSTOMER FEEL THAT THE'RE IMPORTANT
Some insights I gain: 1. Be professional and acknowledge the feelings/ situation of the customers. 2. Give direct answers. 3. Keep it simple. 4. Modulation of voice is essential 4. Patience... Patience... Patience
Stop saying sorry for it is not your fault. It would be best to say something like it is not the experience we want them to have. In addition we would also discourage saying as much as we want to and say something like it could take awhile for this to process nonetheless, this time is what is needed to complete everything. While waiting we can educate customer on how to avoid this instance. In the sample, the delay is in the payment center. Some company may have a solution for it by getting the customer to call and have an agent take note of the payment. If this is not possible, we can tell them to have a lead time in making the payment in these centers. On the other hand, to avoid dead air and add anxiety to our customer we could inform them if what we are doing. Like the one you had done when your customer had ask you, you responded that you are looking or checking their account. It would be best if we are the one proactively saying it so that they are kept posted.
Funny enough, I did not intentionally name the cx Karen hahaha.. and never thought about it that way. I only realized this when someone brought it up back then. I was like... Omg how fitting!! 😅😅😅
One of the main challenges that a call center agent can encounter. As an agent you must implement maximum tolerance so that you can think properly and solve the issue of the customer. Thanks for sharing the real world scenario. Keep it up!
I'm about to work my first day tomorrow after 3 weeks of intensive schooling but although we've talked and practiced these kind of costumers, I was still insecure. After watching the video and also reading all those comments, I feel much more confident in handling these costumers. Thank you all!
I really liked the fact that you we're very calm and very empathetic in every way even tho the customer was complaining. But, one thing you don't do is call a customer "Ma'me" especially when the customer is already irate.
I hope, this youtube channel help me a lot for my taking career in call center industry. I will watch your video, to help and improve my knowledege on this kind of opportunities.
I know that it was just a mock call. But looking at how she handled the call, the customer was still left unhappy. Matching the customer's profile is very significant. With that call, resolution isn't just the key to a successful way of finishing the call. Responding to customer's emotions is way beyond important.
I admire the way you entertained that mock call.. and i've learned a lot from it. Thank you for your helpful tips and videos that can really help new applicants.
I had encountered this kind of call. And the best thing to target when you get upset callers is to explain the "whys" of their problem. With the given case it was the payment processing which was the source why her connection was cut. My way to deal with it is to calmly state how payment processing GENERALLY work, not just in our system but for every systems around the world. Then I would apologise for the trouble it has caused before actually finding a shortcut to try to resolve the issue. While I type the notes or acct infos, I would tell the customers how I wish there was a better way for all the systems to be updated and work faster just to sympathize. Often times they would agree "I know right" by then ,I know I got them to be on my side for them to feel that I myself do feel for them as a customer too amd wish otherwise it works a lot smoother. I would provide the outcome of me finding a shortcut to resolve the issue without sounding like I couldve done that beforehand. Because it just won't work like so if it is off the system. I would still get some thank you by the end even though they still sound irate but it is fine as long as you and the customer know you fixed the problem for them.
so these are the kinds of calls my aunt gets as a call center agent! god she's amazing at how much she handles these kinds of customers! i wanna pursue a call center agent career as well because of how good i am at communicating. Thanks for the video sample, Ms. Rea!
I worked in the BPO industry for 4 years and I have learned things the hard way. What I can advice especially to call center virgins that they just have to practice a lot speaking in English - read English books, newspapers and magazines, watch English movies and listen to English songs. Once you get the hang of it, then it will just come out naturally.
It depends but the best practice will in the prod even though you are not as good as you were at ur first account they will be train day by day Like me im not good at first but as the time goes all the words come out naturally
Excellent advice. This is what I did too, and it immensely helped with my communication skills, connecting better with customers and my ability to build rapport. I highly recommend your advice to newbies.
Thank you for sharing this, i was encountered the same issue before, even though you will feel angry you still calm down and help the customer. Thumbs up. 👍
Yussss!!! I just got a job where I won't be taking or making calls so I'm so thankful. I have been working in call centers for 10 years. I did my time, I served my sentence lol it was literally like jail.
There will be times that an agent must use a stern or adamant tone of voice to get a hold of an irate caller-- not to bully or threaten them but to simply take charge of the call.
I had a BPO experience and handled most of the irate customers by being control of the situation, de-escalating the customer first before working on his or concern. It helps a lot to make the customer cooperative in the resolution, making them feel involved. Btw, I disagree in using ''I'm sorry" in a defensive manner, it gives the control to the customer.
As I watched this I learned a lot, on how you speak calmly on your clients and on how you handle the situation you are in. It shows that you don't need to add gas on a fire that can make the situation worst, it's how you should think and handle the situation.
Top tip when waiting to get through to a call centre is put the phone on speaker phone while it plays the music and go make a cup of your favorite beverage. Helps to have an unlimited minutes flat rate too.
Hello fellow Agents. This video really helps a lot on preparation for guys who likes to be in the call center life cycle. My Compliments to the video uploader and the maker of this channel.
AS having an experienced everyone should avoid dead airs whenever youre asking for any verification purposes because it was important for the customers especially for those whoever call center agent that will send an email for surveys. Also, when asking something make some conversation not that more related to making the customers more angry but to make a good call. Thats just my say.
Remembering the days when I was on your shoes for more than 10yrs... 😂😂😂 It's been 5yrs now since I left the industry. Maraming learnings and happenings... Nice channel... Keep sharing your knowledge... Good Luck!😁😁😁
1: first thung is to listen attentively on what the customer is saying 2: avoid repeating ur self as of you did not get what their concern is all about 3: provide emphaty and acknowledge stmt 4: Show strong willingness stmt 5: Personalize the call as if you are trying to be on the customer shoes 6: proper holding 7: provide information and recommendation in future so that customer will have idea on what they can do in future to avoid same concern on their next call 8: end up the call with a smile -France team lead from millennium 1 solutions
You have a "dead air". So that the customer asked you if you're still there. When you're verifying their informations, atleast tell them "Customer's Name, I need to verify your details. Would you mind if I place you on hold for 2-3 minutes?" And if they say yes, you can proceed. That's all. 😊
I empathize somewhat with call center workers, but as a caller, I can tell you that a big part of the frustration comes from going through the automated menus, providing account number, trying to select the most appropriate menu item, and then being sent to a self-help section of the automated responses. This can happen several times before figuring out how to actually connect with a human voice. By the time we actually reach a human voice, we've spent 10 minutes, maybe considerably more, and the call center worker starts asking the same questions we've already provided to the automated system. Many times, too, we're connected to someone who has limited English language skills. For some issues, this isn't a big problem, but in technical support issues, this only wastes more time and creates additional frustration. I aim to remember that I'm talking to a real human being and I don't get irate, but my patience is worn very thin. There often are no other alternatives.
That is very understandable and relatable. I agree that the repetition takes so much time and it doesn't help when customers are in a hurry. In my previous company, we would only ask for the name once the customer has verified himself through the automated system so that eliminated unnecessary repetition. But there are still several companies now that don't have that kind of technology. Hopefully, more companies will improve their verification method. Thanks for sharing your input. 🙏
It's quite true. I've heard a lot of complains about automated system. It adds more frustration for the customers mostly elders. Our company's rebutt for this is to filter the concerns of the customers and resolved it somewhere along the automated system.
Im a newbie also and i have no idea about call center,im still searching to improve my ability, i would like to thank u guys for sharing ur knowledge,opinions and it is very helpful for me as a trainee..pls post more tips how to handle angry customers and appropriate words to say in times heavy conversation
Oh gosh I was about to give up on my job! Until I found this video, I will honestly say this is me speaking with customers and now I can see why my surveys from customers are rated poorly, I don’t sound like I’m being helpful to trying to help. This video helped me understand I don’t sound confident in the information I’m providing and I don’t sound very concerning.
Sounds about right. LOL! I'm here because I have to learn how to survive a call center job I was just hired at a couple months ago. I have to beat management at their own gave by getting better. I was ready to quit week 4 and I'm still struggling not to quit. I did notice how the rep took a breath before answering. I need to learn to do that 😩
Lack of empathy, acknowledgement, and assurance statement within that ways matu-turn mo yung irate costumers to delighted customer because mafifeel nila na your with them and mafifeel nila na you really wanna help and dead airs should be avoided. ☺️
May 24, 2019 - I’m officially hired in famous BPO Company (iQor Clark Pampanga) Thank you so much and I owe you a lot for all your help and information. Ms Rea, God bless you! ❤️💯
Empathy is the secret and I always let the customers vent out their feelings. After that find a connection between me and the customer.. ohhh and btw the first video that I watched on your channel helped me a lot in the interview and I'm with the company for almost four months now! 😁 More powers! 😊😊😊
This is handled really well. The fact that you handled the hostility and kept focus on completing the task and providing a solution is great. Once the customer learns that they can get reconnected sooner by providing a payment reference number, safe to say they will be a lot less angry to the next customer service representative because they will know that there is a sure way to get reconnected faster, and there is no need to make a scene on the phone. I think the customer is not angry at the CSR but angry at the company policy. I would recommend CSR tell their manager how angry customers get when told to wait 'up to 24 hours' and that the time frame is not good enough for them. If CSR handles this bad, it could cause not only losing this customer but all the people they talk to who will say bad things about company based on just one CSR's inability to handle the call properly. Bosses will always want CSRs like this to work this, giving them time to fix policy or turnaround times. If they can't or don't do that, as a CSR you should find a better company to work for that has better policy and turnaround times so that you don't have to deal with angry customers like this as much. Happy job is happy life.
How can you sympaThize? say sorry but not too much Sorry about what happened Sorry for the inconvenience I Understand ... I APOLOGIZE. I understand your concern Apologizing is part of sympathizing
1.) Refrain from calling your customer "Maam"... 2.) stop saying sorry all the time. 3.) Should practice these instead Advocating; Positive positioning; and Anchoring.
This is sooooo accurate. In my company we are obligated to say at least 3 times the name of the customer, avoid the "ma'am", keep an upbeat tone of voice, say out loud what actions we are doing so the cx knows that we are working on their issue, never be silent and be very very polite and apologize for everything... oh well Miss Karen America was totally on point. Thank you for this vid.
A good attepmt to handle a very difficult call-handling scenario, thank you. I say this respectfully, (saying I Understand is not a good empathy statement: If you say I understand.....the customer will usually fire back saying NO YOU DON'T UNDERSTAND. 3) (4:49) When the customer said "As if I have a choice, the agent kept quiet, this is a great opportunity where one can provide the customer with other options to make payments to avoid this issue such as automatic drafting or other options the company might have..but awesome job! I loved it.
Customer:“..the account is under my name.” Agent should say: “I got it, let me check. Give me one moment please.” That dead air triggered more frustration to the customer.
Empathy is the secret and I always let the customers vent out their feelings. After that find a connection between me and the customer.. ohhh and btw the first video that I watched on your channel helped me a lot in the interview and I'm with the company for almost four months now! 😁 More powers! 😊😊😊
@@realcyrusjohn As of now this is the 3rd week already taking calls, not nervous at all like the 1st day but everyday is a learning process, so yeah, laban lang tayo! 😉
I'm glad to found the video helpful in learning how to handle angry customers. It seems like you appreciated the effective communication demonstrated by the call center representative. Keep up the good work!
I think you should tell anyone who is calling you like this that is not your fault and she must stop yelling you. Is mutual respect. Be careful 'cause that's how stress begins in any worker. However this video is so helpful. Thanks for sharing this to us. Greetings from Lima, Perú.
I remember experiencing those kind of calls, one of the reasons why I quit working in the BPO aside from having lack of sleep. 😂😂 Good learning experience though.
for me with a call center experience this must be illegal an can be considered aggression, call centers can't allow this, must be in the contract of constumers. That cause stress and make sick an employee. not fair, we are not for be the punshing bag of people. Im always respectful with the call center representatives. this can't not even be in the trainning!!! in the trainning must be, as soon you see a customer so irrespectful refer to the supervisor and the supervisor read the contract with the pre signed non agression and inapropiate calls behavior.
Yup, last week I got a guy who said that I was worthless, and another one who said that she was going to Sue me because I was not going to process a refund for the las 10 products she purchased.... I'm so stressed out and the only thing I can tell them is to calm down and say sorry like it is my fault.
Who ever create the phrase CUSTOMER IS ALWAYS RIGHT was lunatic this is just saying yes you have the right to insult , cursed and put my dignity to the ground for 5 cents , CS job is one of the most triggered depression and mental illness that some leads to a suicidal . dealing with American customers oh boy will destroy your total human being thinking they owned you .
I worked in a BPO industry before and that was my first time. I also experienced the same kind of caller. At first, I was shocked and don't know what to do especially when the caller started to speak with a high pitch voice. But then, I learned to be used to it since that was part of being an agent. :) Thank you for this mock call Rea!
@@ReaNinjaSure the customer can't hurt you physically but they do hurt you psychologically. That is, in many cases, harder to recover, and you will have life long scares, from than physical abuse. Every M.D., psychologist, and counselor knows that.
@@EARLMARX3 You know what, you are right in that aspect and I meant physically in my comment, which is why proper mindset training and not just process training is essential in every call center. This applies to most newbies, coz being in the Philippines where this is one of the biggest industries, vet reps already know what to do.
saying sorry is not gonna help with this type of customer, i suggest we can just aknowledge the issue and provide strong assurance of help,this is a critical call so we must make sure to pacify the customer by providing direct and fast resolution.
I'm a First time to work in a BPO industry. As I watched your example, Yes, it's kinda scary😆, but as long as we are stand in our noble purpose, we can make it. 😊
It is my first time working as an agent. At di ako nahirapan makakuha ng csat , Kudos . Pero meron din naman dsat pero iilan lang . Idk kung ano ginagawa ko pero mine is , Learn to listen, Intindihin ang sitwasyon , Magisip ng solusyon , Dapat din na kapag nag answer ka ng call ipafeel mo na sila ung pina ka unang customer na nakausap nyo kahit sa totoo eh pang huli na sya. Subukan nyo din ilagay sarili nyo sa sitwasyon nya para easy ang delivery , and lastly dapat wag na wag nyo ipafeel sa customer na nalilito ka na di mo alam ginagawa mo . Once kasi assured sila na alam mo ginagawa mo , magkakatiwala na agad yan sayo like lahat ng solusyon na maisip mo in order to rectify the issue is sasang ayon nlng sila kasi alam nila na alam mo ginagawa mo.
You are really helpful, thank you very much for sharing your experience and knowledge with us; your videos helped me so much with my call center's interviews, and I got the job, I recently started the nesting process and I feel nervous but excited.
I've been a CSR for a federally contracted company for over a year now. Never thought I could do it until I was dropped into the deep end of the call pool. 😂😂😂 I am now applying with a company to do this same job from home and I'm excited! Good luck to everyone!!!
"Miss America" sweet detail 🤣. Most of the calls are like this cuz the ppl who calls are too stupid to use self service or for reading the small letters in the contract. We don't get enough money for "educating" this kind of customers.
Wow! That was nicely done! it took me back in time hehehe, Thanks for this video, it was a really good example of how to deal with an angry customer, If I were the customer, i would probably complain forever about the issue but not about the call center rep. Keep it up!
As I listened to this mock call, the call is not properly handled. I mean, there is no assuring sentences and then the dead air makes it more frustrating for the customer. Plus, you have to be an active listener so that customer would not have to repeat her/himself over and over again. Inactive listening makes the customer more frustrated. As for experience, the best way to handle a DSAT call is to be efficient and address the issues of the customers right away. Remember that they are call because of the inconvenience so address the issues as fast as possible, to the best of your abilities and assure the customer that you have addressed the issue to the best of your abilities. There are so many opportunities in this call.
Hello Ms. Rea. I really like your videos.Thanks for all your tips. I am a firs timer call center agent and through your videos and tips I pretty sure I can survive in this kind of job.
This customer is extremely rude. I would like to tell her to stop whining and just give me all the info I need so I can check this for her!! People like this just drive me crazy and I cannot put myself in her shoe because I’ll never behave like that！
I thought it was significant that the representative at home paused (even though it was a script but had it been a real call then....) and thought for a moment to not only gather herself but to know what to say without getting agitated with the client anymore agitated or herself as well. Good job.
thank you for this video , i now have ideas on handling irritated costumers.. i'll be starting my CSR training very soon , and i really dont have any idea on how to handle this kind of situations. thank you
I loved how you manage the call well even if she's really frustrated yet, this call can be 100% if we gave assurance that everything is on a good hand now. I also notice that there's a bit dead air throughtout the call, we couldve walk her through on what youre doin. Also, avoid saying "ma'am" always, since she provided her name. You can acknowledge her by her first name. So it would be better and ur atleast trying to connect with her.
Wow!!! I’m working as a customer service at boost mobile and the customers are exactly like that !!!! And we need to show always EMPATHY in everything!! Good or bad!!! Damn!!!
Good handling, I mean you were able to control your emotion and resolved the customer's concern. I am just looking forward for a tip on how you can turn around the customer's mood.
tomorrow i will apply at the call center i dont know how i feel but i only know this i dont fail that interview i really want to get that i need but i dont know what kind of thing i can find there i m really nervious right now ..... sometimes i think so my english is really basic but i relly dont know i wanna work in a call center because i need to help my mother with the money and i wanna write at the unniversity too but help my mother is the first thing i have do ...wish me luck
Go for it!! You can do it. It's normal to be nervous but just do your best to relax. Check out my youtube home page to watch more videos about job application. 🙂
Actually, tonight is my training in call center and this video and other video really gave me an ideas about how a call center agent would be. Thank you so much Miss Ninja 🥰
redundancy by saying sorry, best resolution that should provided " can i have the reference number so i can record the payment" instead of saying to forward it etc.... just record the payment and give time frame be firm by educating customer. also educate the time frame if they will just pay it on affiliated payment centers.. do not confused customer by saying a lot of things, since the customer already agitated she doesn't want to hear any explanation but already a resolution. make it short and simple also dont make any dead air let your customer know what you are doing so she can set on her mind that you are really helping her, in her concern..
⭐️ READ FIRST: EVERYTHING IN THIS MOCK CALL VIDEO WAS ALL SCRIPTED. THIS WAS INTENDED TO BE A DSAT CALL. CALL STARTS AT 1:06. It is a sample call wherein you get to point out the strengths and mistakes of the agent (that I intentionally acted out) so that you will learn to evaluate a call and others will learn from you too. ❤
These are guide questions only but feel free to comment whatever you think about the call. 😊
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?
WATCH THE ENTIRE PLAYLIST HERE: ruclips.net/p/PLpEXFgzuDIjCoZSWMqX2joP0FDL24h7u6
WATCH THE EVALUATION VIDEO FOR THIS CALL TYPE: ruclips.net/video/OM5uNwsEGYY/видео.html
1. Connection being cut
2. Creating a ticket for the right department
3. Empathy
4. Maybe lessen the pausing time and changing the tone and speak slower
5. Maybe I would lessen the Apologies bc customer may feel we are clumsy and stupid
Nwy, I love al your video ❤️
@@nestorjohnbarquio972 Thanks for your input!! Good observations, Kian! I agree with less sorry or apologies. Sometimes customers get more pissed. 😂
Nice one, if i was the agent, i would also advice the customer to pay her bill ahead of time like 3 days before its due. Like what happened in that scenario that it takes 3 working or business days before the payment reflects or get posted. And also to change her payment method into auto debit to make it real time. =)
@@mykelabiyo2083 That's right. I agree! Thanks for sharing Myke. 🙂
lack of real time empathy 😓
As a customer, I just wanted to apologize for all of us who act like jerks and thank you for tolerating it, doing your best, and working harder than we could ever know.
You could thank them by just not being irate or acting like a jerk. It doesn’t fix anything, and it makes the job harder. Just. Don’t.
I definitely appreciate your apology. It is really rough being the first point of contact especially when things go wrong. I work for a security company and every day is a struggle to stay at that job. Calm customers really makes like easier. 👍🏽
Plz dont appologise and stop being a jerk it will make our job much easier. Plz start to understand us also.
Working for the HP technical support, I do come across irate customers on a regular basis and I know how difficult it is to convince someone who's not ready to listen. But I also understand the customer's frustration too but it is customers like you who are so understanding that totally makes my day. Please do not apologize as I'm sure you're very sensible and wouldn't act out like this. Thank you for your patience and understanding ☮️
P.S.: A little piece of advice for all the agents, "The customer is always right and please always do your best to assist them. Do not take any of this personally and try to understand things from the customer's POV". It all comes down to skills to turn an angry customer into a happy one. And never forget to have fun. 😊
Thank you stephanie 🥺
Tip for everyone:
Learn to listen, show empathy, sympathy, learn to put yourself in a customer shoe and always remember to be calm, professional, and firm. Always make the customer feel that you are in their side but also never forget to promote your brand. For the past 4 years these are my weapons in getting a perfect csat score. On the other hand, If the customer is very upset then let him/her vent out, don't take it personally and never interrupt. If they are attacking you personally give a warning(please follow company proper call procedure) if they don't stop release the call, make sure to document it and report it to your supervisor. We filipinos are customer oriented but please don't allow anyone to ruin your dignity.
And if you are not use to speaking in english/spanish i highly suggest that you watch more english films, read more books, and talk a lot to enhance your communication skills.
I need this tip
Customer is always right...
Tnx
Thanks for these tips
so far this tips make me smile thank you for this tips
I know this was 4 yrs ago, but the lines from the angry customer were eerily accurate! I used to work at a call center for a bit and I'd get those exact same lines on a daily basis. This is why despise call centers. They fuck shit up and then you're supposed to act as their trashcan for customers' negative emotions.
Not all 🤗
-The customer did not express that she’s frustrated - avoid verbalizing it.
-Avoid using ma’am/sir. Address the customer by her first name or last name.
Yes thats it...Not name ma'am. Just with the name of Client..
Ms lastname , yes. But using their first name would be considered very rude in the Netherlands unless they explicitly introduced themselves on the phone to you with just their first name. I agree that just ‘mam can annoy an angry customer extra. But just the first name would not fly here most of the time 😅 We have expressions like “Excuse me?? We did not play marbles together as kids!” Which means you think someone is being too informal.
@@fuzzylogics139 True that. Although sir "lastname" would kind of work, but still be awkward indeed. Otherwise it would get too personal 😂
@@Intel-i7-9700k
Call Center Agents = the ones who see "almost all" evilness of humanity
Jajaja they make me laugh every day with their anger.
haha
The one thing i love about them is you are trying to help them and they don't listen and insist to speak with the supervisor, so after transferring to your sup, your sup says he/she just wanted some compensation or discount or any gift card because all agents cannot provide him/her what he/she wants so she asked to speak to the sup to give her or him the demands.. so the customer basically acted just to receive some compensation, unfortunately the supervisor is not stupid enough to grant their req. without any valid reason. hahaa. gets me on my nerves. and the thing is the customer rated the calls wrong. instead of putting 1 star for lowest.. they put 5 stars thinking it is from 5 being lowest and 1 being highest so.. instant CSAT on my end... with a written irate survey. haha
@@numh1991 Ienvy you sir/maam. How do you even have the attitude to laugh? What's your technique? I want to work in a call center and hearing this makes me scared huhu.
Also the management can be evil also I was undertrained on 1 particular type of call and it cost me my job
As you check on the customer’s details, let the customer know that you’re checking and confirming details as opposed to asking for their details then going silent. The customer is already frustrated so being silent without letting them know will frustrate them even more. Let the customer be part of the problem-solving process so as to give them a sense of control. (What I would improve)
Put them on music hold if u need to check anything. Even if it takes 20 seconds
Lots of dead air in that call
The keys to turn a bad call to good is : 1 .don't interrupt if they angry let them finish and listen . 2. Personalise the call by emphasizing with emotion let them feel we feel sad too 3. Give them assurance that you really will try your best 4.provide options if your company let do credit , rewards just offer them if still goes wrong let them know that you not doing something personally to upset them most of the time they will realise we are just employee. i wish u luck hope its useful
Thanks for sharing Reza! Thats really helpful. 🙂
Better said than done 😂😂
For those who are just starting to be in Customer Service. When you received this type of call or customer. Always remember not to over do the "Sorry or I know how you feel" lines". Jump right into giving them the solution by fixing the problem and that would calm them down immediately. Don't go circling that would make them more irate more. The main point is not just to let them know we actually understand how they feel but we are there to fix their problem right away.
Agree. I work as a rep and I have never apologised to a customer. I just fix the problem. I rarely have escalations.
If this is in a training settings it is being scored and you shouldn't forget to emphasize apology and empathize with the customers. It is part of the Call flow. However when you are not in the training settings anymore and you started to take actual calls you don't have to.
QA requires us to say empathy statements then resolve the issue
If it's not your fault don't apologize. Just do something. Acknowledge their concern. Empathize but don't apologize.
Very accurate I made these mistakes and learned to just deal with the issues as quickly as possible
I applied a job as a customer service representative and this is a whole new environment for me I've been working on food industry for 2 years and this is my first time working as a call center agent now I'm preparing myself for this kind of customers, i believe that good attitude is very important in this role for they wanted to be heard and get some answer while im being patient i hope this will be a good opportunity for me
instead of using the word BUT, rephrase to HOWEVER, so it sounds like an immediate resolution to the customers issue. That's all!!
Thank you!! 🙂
I'll say true wow you sound like a qualfon employee . True tracfone customer doesn't like to hear but . haha
@Travis Looks like it. 😊
@@ReaNinja yesssss haha salamat ingat ka
pwedi rin gumamit ng sandwich method
This youtuber is really helpful for us newbies in bpo industries. Thank you maam! =)
You're welcome. Thanks for watching. ❤
John Paul Magbanua Yes, a great help.
Indeed! She's one of our trainer during my PS/Aegis/TP days! 😀😀😀
Things that we should be aware of:
1: PROPER HOLDING
2. Acknowledging customers feelings
3. More probing questions
4. Enunciation and Pronounciation must be observe
5. NO DEAD AIR
6. Asking permission on how to address a customer
7. aside from asking repeated questions to the customer, why don't we simply rephrase the question instead
8. Never forget to RECAP or give a SUMMARY to the entire conversation (not always applicable)
9. Let the customer complain and solve the issue right away or if an agent was unable to fixed the problem, excalate the concern to the higher department
10. ALWAYS SMILE, MODULATE VOICE WITH PROPER INTONATION AND TONE, AND LET THE CUSTOMER FEEL THAT THE'RE IMPORTANT
Thanks for your input! 🙂
This comment is very helpful for all of us! thanks so much!
Also, apologizing won't make it better. Especially if it's an American customer.
Yun din sana yung sasabihin ko eh naunhan mo lang ako HAHAHAHA wala siyang proper hold procedure. Very wrong call flow.
Galing kang Intuit no? haha
Some insights I gain:
1. Be professional and acknowledge the feelings/ situation of the customers.
2. Give direct answers.
3. Keep it simple.
4. Modulation of voice is essential
4. Patience... Patience... Patience
Stop saying sorry for it is not your fault. It would be best to say something like it is not the experience we want them to have.
In addition we would also discourage saying as much as we want to and say something like it could take awhile for this to process nonetheless, this time is what is needed to complete everything. While waiting we can educate customer on how to avoid this instance. In the sample, the delay is in the payment center. Some company may have a solution for it by getting the customer to call and have an agent take note of the payment. If this is not possible, we can tell them to have a lead time in making the payment in these centers.
On the other hand, to avoid dead air and add anxiety to our customer we could inform them if what we are doing. Like the one you had done when your customer had ask you, you responded that you are looking or checking their account. It would be best if we are the one proactively saying it so that they are kept posted.
l
Great job. Tks for posting your script, Arturo.
Love your comments very helpful
Thanks for your input! ❤
@Avid Pro Duterte panong tatagalugin kano kausap mo. Sige gawin mo kung gusto mo mwlan ng trabaho
When the customer's name is Karen, we know what will happen next hahaha
Funny enough, I did not intentionally name the cx Karen hahaha.. and never thought about it that way. I only realized this when someone brought it up back then. I was like... Omg how fitting!! 😅😅😅
Almost all of the time... or Becky :/ but the hardest ones are the guys... man those scare me and make me cry everytime
I thought the same lol
Not now, Karen. Not now😂😂😂
😂😂
One of the main challenges that a call center agent can encounter. As an agent you must implement maximum tolerance so that you can think properly and solve the issue of the customer. Thanks for sharing the real world scenario. Keep it up!
I no longer work in a call center, but this reminded me how frustrating and stressful it was :c
I'm about to work my first day tomorrow after 3 weeks of intensive schooling but although we've talked and practiced these kind of costumers, I was still insecure. After watching the video and also reading all those comments, I feel much more confident in handling these costumers. Thank you all!
I really liked the fact that you we're very calm and very empathetic in every way even tho the customer was complaining. But, one thing you don't do is call a customer "Ma'me" especially when the customer is already irate.
But what if its hard for you to pronounce customer name?
I hope, this youtube channel help me a lot for my taking career in call center industry. I will watch your video, to help and improve my knowledege on this kind of opportunities.
I know that it was just a mock call.
But looking at how she handled the call, the customer was still left unhappy. Matching the customer's profile is very significant. With that call, resolution isn't just the key to a successful way of finishing the call. Responding to customer's emotions is way beyond important.
Thanks Marvin! I agree with you. 😊
Yes, it sounded a bit transactional. Lack of connection. Dead air sounds that she doesn't know what she's doing.
I admire the way you entertained that mock call.. and i've learned a lot from it. Thank you for your helpful tips and videos that can really help new applicants.
I had encountered this kind of call. And the best thing to target when you get upset callers is to explain the "whys" of their problem. With the given case it was the payment processing which was the source why her connection was cut. My way to deal with it is to calmly state how payment processing GENERALLY work, not just in our system but for every systems around the world. Then I would apologise for the trouble it has caused before actually finding a shortcut to try to resolve the issue. While I type the notes or acct infos, I would tell the customers how I wish there was a better way for all the systems to be updated and work faster just to sympathize. Often times they would agree "I know right" by then ,I know I got them to be on my side for them to feel that I myself do feel for them as a customer too amd wish otherwise it works a lot smoother. I would provide the outcome of me finding a shortcut to resolve the issue without sounding like I couldve done that beforehand. Because it just won't work like so if it is off the system. I would still get some thank you by the end even though they still sound irate but it is fine as long as you and the customer know you fixed the problem for them.
Agree with you!! Thank you for sharing your input. Really helps a lot! It's very important to let the customers feel that you are on their side. ✔✔✔
@@ReaNinja my pleasure!
so these are the kinds of calls my aunt gets as a call center agent! god she's amazing at how much she handles these kinds of customers! i wanna pursue a call center agent career as well because of how good i am at communicating. Thanks for the video sample, Ms. Rea!
I worked in the BPO industry for 4 years and I have learned things the hard way. What I can advice especially to call center virgins that they just have to practice a lot speaking in English - read English books, newspapers and magazines, watch English movies and listen to English songs. Once you get the hang of it, then it will just come out naturally.
It depends but the best practice will in the prod even though you are not as good as you were at ur first account they will be train day by day
Like me im not good at first but as the time goes all the words come out naturally
Excellent advice. This is what I did too, and it immensely helped with my communication skills, connecting better with customers and my ability to build rapport. I highly recommend your advice to newbies.
Thank you for sharing this, i was encountered the same issue before, even though you will feel angry you still calm down and help the customer. Thumbs up. 👍
Thank you Nhorz! ❤
I used to work in a call centre and this happens to me sooo much! Some woman are crazy 😂
LOL 😂😂😂
Yussss!!! I just got a job where I won't be taking or making calls so I'm so thankful. I have been working in call centers for 10 years. I did my time, I served my sentence lol it was literally like jail.
There will be times that an agent must use a stern or adamant tone of voice to get a hold of an irate caller-- not to bully or threaten them but to simply take charge of the call.
I had a BPO experience and handled most of the irate customers by being control of the situation, de-escalating the customer first before working on his or concern. It helps a lot to make the customer cooperative in the resolution, making them feel involved. Btw, I disagree in using ''I'm sorry" in a defensive manner, it gives the control to the customer.
Hello ma'am, what can you recommend to say in such a situation if the "I'm sorry" does not seem appropriate?
I can't stop laughing with how the customer respond to you and your patience is incredible lol I love it. You deal with the customer perfectly 😅
😂😂 thanks!!
As I watched this I learned a lot, on how you speak calmly on your clients and on how you handle the situation you are in. It shows that you don't need to add gas on a fire that can make the situation worst, it's how you should think and handle the situation.
Thank you for doing these videos, it will be scary at first, but the job is to help the customer. In the end, we are all customers.
That's right Luis! Great mindset! 🙂
Top tip when waiting to get through to a call centre is put the phone on speaker phone while it plays the music and go make a cup of your favorite beverage. Helps to have an unlimited minutes flat rate too.
That kind of job except self-confidence the best something to do is wholehearted to converse to the foreign customers even over the phone.
We need to put it in our mind be wholehearted.
Hello fellow Agents. This video really helps a lot on preparation for guys who likes to be in the call center life cycle. My Compliments to the video uploader and the maker of this channel.
AS having an experienced everyone should avoid dead airs whenever youre asking for any verification purposes because it was important for the customers especially for those whoever call center agent that will send an email for surveys. Also, when asking something make some conversation not that more related to making the customers more angry but to make a good call.
Thats just my say.
Remembering the days when I was on your shoes for more than 10yrs... 😂😂😂 It's been 5yrs now since I left the industry. Maraming learnings and happenings... Nice channel... Keep sharing your knowledge... Good Luck!😁😁😁
True, it's nice to remember those days. 😂 Thanks for dropping by. 🙏
1: first thung is to listen attentively on what the customer is saying
2: avoid repeating ur self as of you did not get what their concern is all about
3: provide emphaty and acknowledge stmt
4: Show strong willingness stmt
5: Personalize the call as if you are trying to be on the customer shoes
6: proper holding
7: provide information and recommendation in future so that customer will have idea on what they can do in future to avoid same concern on their next call
8: end up the call with a smile
-France team lead from millennium 1 solutions
Thanks for sharing! ❤
It's a great example of how to deal with unhappy customers who are the result of unanticipated events or unexpected failures, in my opinion.
You have a "dead air". So that the customer asked you if you're still there. When you're verifying their informations, atleast tell them "Customer's Name, I need to verify your details. Would you mind if I place you on hold for 2-3 minutes?" And if they say yes, you can proceed. That's all. 😊
Dead air, observe proper hold time.
Great 👏
what if they don't want to be put on hold?
I agree with you perfectly
@@angboka9098 just educate them that you need more time to check and verify the information that you have. Most of the time they will just say yes.
I empathize somewhat with call center workers, but as a caller, I can tell you that a big part of the frustration comes from going through the automated menus, providing account number, trying to select the most appropriate menu item, and then being sent to a self-help section of the automated responses. This can happen several times before figuring out how to actually connect with a human voice. By the time we actually reach a human voice, we've spent 10 minutes, maybe considerably more, and the call center worker starts asking the same questions we've already provided to the automated system. Many times, too, we're connected to someone who has limited English language skills. For some issues, this isn't a big problem, but in technical support issues, this only wastes more time and creates additional frustration. I aim to remember that I'm talking to a real human being and I don't get irate, but my patience is worn very thin. There often are no other alternatives.
That is very understandable and relatable. I agree that the repetition takes so much time and it doesn't help when customers are in a hurry. In my previous company, we would only ask for the name once the customer has verified himself through the automated system so that eliminated unnecessary repetition. But there are still several companies now that don't have that kind of technology. Hopefully, more companies will improve their verification method. Thanks for sharing your input. 🙏
It's quite true. I've heard a lot of complains about automated system. It adds more frustration for the customers mostly elders.
Our company's rebutt for this is to filter the concerns of the customers and resolved it somewhere along the automated system.
@@kenpaul895 Same reasons with ours. Perhaps it's just that most customers still prefer to speak with a real person. 😅
Im a newbie also and i have no idea about call center,im still searching to improve my ability, i would like to thank u guys for sharing ur knowledge,opinions and it is very helpful for me as a trainee..pls post more tips how to handle angry customers and appropriate words to say in times heavy conversation
I cleared my BPO training mostly with the help of your videos. Now its been one year i am working here. Thank you so much Rea!
Happy to know that ❤
Oh gosh I was about to give up on my job! Until I found this video, I will honestly say this is me speaking with customers and now I can see why my surveys from customers are rated poorly, I don’t sound like I’m being helpful to trying to help. This video helped me understand I don’t sound confident in the information I’m providing and I don’t sound very concerning.
That's a great realization and I'm glad you realize it through this video. There's always a room for improvement. All the best! ❤
Sounds about right. LOL! I'm here because I have to learn how to survive a call center job I was just hired at a couple months ago. I have to beat management at their own gave by getting better. I was ready to quit week 4 and I'm still struggling not to quit.
I did notice how the rep took a breath before answering. I need to learn to do that 😩
How is it going now. I’m in my second month 😅
Lack of empathy, acknowledgement, and assurance statement within that ways matu-turn mo yung irate costumers to delighted customer because mafifeel nila na your with them and mafifeel nila na you really wanna help and dead airs should be avoided. ☺️
Thats what i observed as well ☺️
Always be calm when you are in call despite their behavior is bad. This video helps to know how to handle people who mock in a call. Thanks a lot.
May 24, 2019 - I’m officially hired in famous BPO Company (iQor Clark Pampanga) Thank you so much and I owe you a lot for all your help and information. Ms Rea, God bless you! ❤️💯
Aww congrats Julius!! Happy to help you ❤😊
♥️
Empathy is the secret and I always let the customers vent out their feelings. After that find a connection between me and the customer.. ohhh and btw the first video that I watched on your channel helped me a lot in the interview and I'm with the company for almost four months now! 😁 More powers! 😊😊😊
Congrats Ariel. That's amazing! 🙂 Glad to know my videos helped. Thanks also for sharing your input. I agree, empathy really goes a long way. ❤
I get frustrated sometimes but i don't act like a brat that is so immature.
I respect you .. because of people like you our world stay connected with each other .. lots of love from India ❤️
This is handled really well. The fact that you handled the hostility and kept focus on completing the task and providing a solution is great. Once the customer learns that they can get reconnected sooner by providing a payment reference number, safe to say they will be a lot less angry to the next customer service representative because they will know that there is a sure way to get reconnected faster, and there is no need to make a scene on the phone. I think the customer is not angry at the CSR but angry at the company policy. I would recommend CSR tell their manager how angry customers get when told to wait 'up to 24 hours' and that the time frame is not good enough for them. If CSR handles this bad, it could cause not only losing this customer but all the people they talk to who will say bad things about company based on just one CSR's inability to handle the call properly. Bosses will always want CSRs like this to work this, giving them time to fix policy or turnaround times. If they can't or don't do that, as a CSR you should find a better company to work for that has better policy and turnaround times so that you don't have to deal with angry customers like this as much. Happy job is happy life.
Be sympathetic but not apologetic.
How can you sympaThize? say sorry but not too much
Sorry about what happened
Sorry for the inconvenience
I Understand ...
I APOLOGIZE.
I understand your concern
Apologizing is part of sympathizing
@@Sky-hw3ip Symphatizing should be sincere.
Better to be empathetic.
@@elvinjay9737 how to show empathy you not saying sorry
@@idasmiksboit4383 By telling the client that you know and you do understand how it feels to be in the same situation as the client is.
1.) Refrain from calling your customer "Maam"... 2.) stop saying sorry all the time. 3.) Should practice these instead Advocating; Positive positioning; and Anchoring.
This is sooooo accurate. In my company we are obligated to say at least 3 times the name of the customer, avoid the "ma'am", keep an upbeat tone of voice, say out loud what actions we are doing so the cx knows that we are working on their issue, never be silent and be very very polite and apologize for everything... oh well Miss Karen America was totally on point. Thank you for this vid.
😅😅😅
Yes correct
A good attepmt to handle a very difficult call-handling scenario, thank you. I say this respectfully, (saying I Understand is not a good empathy statement: If you say I understand.....the customer will usually fire back saying NO YOU DON'T UNDERSTAND. 3) (4:49) When the customer said "As if I have a choice, the agent kept quiet, this is a great opportunity where one can provide the customer with other options to make payments to avoid this issue such as automatic drafting or other options the company might have..but awesome job! I loved it.
After putting the line on hold, say “thank you for waiting, and I’m really sorry for that long hold”
That's right but in this call, agent did not even put the customer on hold. It was just dead air. 😊
Ryan james :)
Customer:“..the account is under my name.”
Agent should say: “I got it, let me check. Give me one moment please.”
That dead air triggered more frustration to the customer.
Empathy is the secret and I always let the customers vent out their feelings. After that find a connection between me and the customer.. ohhh and btw the first video that I watched on your channel helped me a lot in the interview and I'm with the company for almost four months now! 😁 More powers! 😊😊😊
@@ryanjamessantiago2207 That's right! Long dead air always triggers frustration. ✅
Ghad! Gonna take calls starting next week! Excited and nervous at the same time. Goodluck to us! 💪💪💪
Yehey im excited for you 😂 it's scary and amusing at the same time but im sure you'll be fine. 😊
@@ReaNinja thanks as always Ms.Rea! I'll do my BEST! 😅
@@cshardyyamit8014 Welcome as always. Go for it. 💗
CSHARDY 17 How do you feel ?
@@realcyrusjohn As of now this is the 3rd week already taking calls, not nervous at all like the 1st day but everyday is a learning process, so yeah, laban lang tayo! 😉
I'm glad to found the video helpful in learning how to handle angry customers. It seems like you appreciated the effective communication demonstrated by the call center representative. Keep up the good work!
I think you should tell anyone who is calling you like this that is not your fault and she must stop yelling you. Is mutual respect. Be careful 'cause that's how stress begins in any worker. However this video is so helpful. Thanks for sharing this to us. Greetings from Lima, Perú.
I remember experiencing those kind of calls, one of the reasons why I quit working in the BPO aside from having lack of sleep. 😂😂 Good learning experience though.
for me with a call center experience this must be illegal an can be considered aggression, call centers can't allow this, must be in the contract of constumers. That cause stress and make sick an employee. not fair, we are not for be the punshing bag of people. Im always respectful with the call center representatives. this can't not even be in the trainning!!! in the trainning must be, as soon you see a customer so irrespectful refer to the supervisor and the supervisor read the contract with the pre signed non agression and inapropiate calls behavior.
Yup, last week I got a guy who said that I was worthless, and another one who said that she was going to Sue me because I was not going to process a refund for the las 10 products she purchased.... I'm so stressed out and the only thing I can tell them is to calm down and say sorry like it is my fault.
It's just so sad that the other companies are not making any actions about these employees being treated that way like in our company.
Who ever create the phrase CUSTOMER IS ALWAYS RIGHT was lunatic this is just saying yes you have the right to insult , cursed and put my dignity to the ground for 5 cents , CS job is one of the most triggered depression and mental illness that some leads to a suicidal . dealing with American customers oh boy will destroy your total human being thinking they owned you .
You are so right Edian!!
I worked in a BPO industry before and that was my first time. I also experienced the same kind of caller. At first, I was shocked and don't know what to do especially when the caller started to speak with a high pitch voice. But then, I learned to be used to it since that was part of being an agent. :) Thank you for this mock call Rea!
True. You'll get used to it eventually. You're welcome! 😊
Omg, I'm so scared of this happening to me but I really need the money...
No need to be scared. The customer can't do anything to you. Just do your best. 🙂
@@ReaNinjaSure the customer can't hurt you physically but they do hurt you psychologically. That is, in many cases, harder to recover, and you will have life long scares, from than physical abuse. Every M.D., psychologist, and counselor knows that.
@@EARLMARX3 You know what, you are right in that aspect and I meant physically in my comment, which is why proper mindset training and not just process training is essential in every call center. This applies to most newbies, coz being in the Philippines where this is one of the biggest industries, vet reps already know what to do.
Same hahahahhahahaa
It just happened to me most of the time !
saying sorry is not gonna help with this type of customer, i suggest we can just aknowledge the issue and provide strong assurance of help,this is a critical call so we must make sure to pacify the customer by providing direct and fast resolution.
I'm a First time to work in a BPO industry. As I watched your example, Yes, it's kinda scary😆, but as long as we are stand in our noble purpose, we can make it. 😊
That's right, Barry! 😊 Thanks for watching.
It is my first time working as an agent. At di ako nahirapan makakuha ng csat , Kudos . Pero meron din naman dsat pero iilan lang . Idk kung ano ginagawa ko pero mine is , Learn to listen, Intindihin ang sitwasyon , Magisip ng solusyon , Dapat din na kapag nag answer ka ng call ipafeel mo na sila ung pina ka unang customer na nakausap nyo kahit sa totoo eh pang huli na sya. Subukan nyo din ilagay sarili nyo sa sitwasyon nya para easy ang delivery , and lastly dapat wag na wag nyo ipafeel sa customer na nalilito ka na di mo alam ginagawa mo . Once kasi assured sila na alam mo ginagawa mo , magkakatiwala na agad yan sayo like lahat ng solusyon na maisip mo in order to rectify the issue is sasang ayon nlng sila kasi alam nila na alam mo ginagawa mo.
This video seems like a great resource for improving customer service skills, especially when dealing with challenging situations.
You are really helpful, thank you very much for sharing your experience and knowledge with us; your videos helped me so much with my call center's interviews, and I got the job, I recently started the nesting process and I feel nervous but excited.
Thanks for your kind words. Glad to help. 💗 Congrats on your new job and good luck! 🙂
Instead of saying sorry, just say I sincerely apologise or I take full responsibility.
Yup!! 💯
I've been a CSR for a federally contracted company for over a year now. Never thought I could do it until I was dropped into the deep end of the call pool. 😂😂😂 I am now applying with a company to do this same job from home and I'm excited! Good luck to everyone!!!
I'm working from home too! Exciting 😊 Good luck to you. 💗
Jewels
pano po mag start o mag hnap ng work from home and still as a ccr?
Very nice , you did not get hyper nor loose the patience. Admire your listening skill
Hahahah! Those expressions tho when u get an irate customer. So relateable!
Trueee right? 😂😂😂
"Miss America" sweet detail 🤣. Most of the calls are like this cuz the ppl who calls are too stupid to use self service or for reading the small letters in the contract. We don't get enough money for "educating" this kind of customers.
Ang galing mo po Ms Rea wish I could have that kind of patience, grace and confidence.
Wow! That was nicely done! it took me back in time hehehe, Thanks for this video, it was a really good example of how to deal with an angry customer, If I were the customer, i would probably complain forever about the issue but not about the call center rep. Keep it up!
Thank you Andres!! Right, surely it wasn't a perfect call but it wasn't that bad at all either. 😊 Thank you for watching!
As I listened to this mock call, the call is not properly handled. I mean, there is no assuring sentences and then the dead air makes it more frustrating for the customer. Plus, you have to be an active listener so that customer would not have to repeat her/himself over and over again. Inactive listening makes the customer more frustrated. As for experience, the best way to handle a DSAT call is to be efficient and address the issues of the customers right away. Remember that they are call because of the inconvenience so address the issues as fast as possible, to the best of your abilities and assure the customer that you have addressed the issue to the best of your abilities. There are so many opportunities in this call.
Paanu din i handle yung mga ganyan.. ung naririnig ko sa mga kasma ko is talagang may naninigaw pa daw po at nagmumura. Paano sila ika-calmdown?
It is not properly handled because it is a sample of dsat call. . . .
Exactly these are the observations of mine as well. Call should be handled after keeping the basic etiquette in mind. Need to improve more
upon watching this video I learned a lot. I learn how to deal with unhappy customers and. adding gas to a fire will just make the fire bigger
Hello Ms. Rea. I really like your videos.Thanks for all your tips. I am a firs timer call center agent and through your videos and tips I pretty sure I can survive in this kind of job.
Happy to know that. ❤🙏🏼 Thanks for being here.
This scene brings back old memories. hahahaha :D relate much :D Great video example Rea :D
Hahaha kaagi sad diay kag mga irate customers? 😂 Paet kaayo maka HB usahay. 😂 Thanks Blaire!
Hahaha. Bisaya pud diay kaw idol. Sa cebu ka nag work?
@@lindolfaristan7668 Yes cebu. Hehe pero sa balay ra ko ga work. 😊
@@ReaNinja ana gyud nang life. Tech support pud tawn ko ato. 😁😁👍
This customer is extremely rude. I would like to tell her to stop whining and just give me all the info I need so I can check this for her!! People like this just drive me crazy and I cannot put myself in her shoe because I’ll never behave like that！
I thought it was significant that the representative at home paused (even though it was a script but had it been a real call then....) and thought for a moment to not only gather herself but to know what to say without getting agitated with the client anymore agitated or herself as well. Good job.
thank you for this video , i now have ideas on handling irritated costumers..
i'll be starting my CSR training very soon , and i really dont have any idea on how to handle this kind of situations. thank you
I loved how you manage the call well even if she's really frustrated yet, this call can be 100% if we gave assurance that everything is on a good hand now. I also notice that there's a bit dead air throughtout the call, we couldve walk her through on what youre doin. Also, avoid saying "ma'am" always, since she provided her name. You can acknowledge her by her first name. So it would be better and ur atleast trying to connect with her.
Thank you for sharing your input! 😊
I feel this whole phone call I been through this 5 times so far since I started working at a call center 🥵 its tough
For sure :(
I immediately respect you and like your general manner. Have a lovely day.
Wow!!! I’m working as a customer service at boost mobile and the customers are exactly like that !!!! And we need to show always EMPATHY in everything!! Good or bad!!! Damn!!!
Rightt?? Ahhh it's overwhelming but we really just get used to it eventually. 😂
Good handling, I mean you were able to control your emotion and resolved the customer's concern. I am just looking forward for a tip on how you can turn around the customer's mood.
Thank you! You may check my playlist about Customer Service skills. 🙂
@@ReaNinja I will
Dead Air. Should ask permission to customer that he/she will be put on hold for a while.
She did it to make the customer more angry 😁
What if the customer dont want to be on hold?
watching this because I am about to enter the BPO industry for the first time. the video and the comments are truly helpful!
I told my client exactly what was on my mind which is why I'm now looking for a new call center job!
tomorrow i will apply at the call center i dont know how i feel
but i only know this i dont fail that interview i really want to
get that i need but i dont know what kind of thing i can find there
i m really nervious right now ..... sometimes i think so my english is really
basic but i relly dont know i wanna work in a call center because i need
to help my mother with the money and i wanna write at the unniversity too
but help my mother is the first thing i have do ...wish me luck
Go for it!! You can do it. It's normal to be nervous but just do your best to relax. Check out my youtube home page to watch more videos about job application. 🙂
luck doesnt really help. praktis ka pa please.basahin mo comment mo then check if may dapat bang ayusin
Actually, tonight is my training in call center and this video and other video really gave me an ideas about how a call center agent would be. Thank you so much Miss Ninja 🥰
I love your performances! 😅
God bless you, you're helping me a lot!
I think it is a good example about how to treat some customers that are angry for some situations or fails that always be found in some cases.
redundancy by saying sorry, best resolution that should provided " can i have the reference number so i can record the payment" instead of saying to forward it etc.... just record the payment and give time frame be firm by educating customer. also educate the time frame if they will just pay it on affiliated payment centers.. do not confused customer by saying a lot of things, since the customer already agitated she doesn't want to hear any explanation but already a resolution. make it short and simple also dont make any dead air let your customer know what you are doing so she can set on her mind that you are really helping her, in her concern..
Dead air, acknowledgement missing, gaining trust from the customer and building repo with the cm
Amazing, you are a very good example to everyone!
I started my call center job and this helps me a lot thank you. I have subscribed too. Thumbs up for you.
Appreciate you. Wish you the best in your career. ❤
Girl that was the tough one....If I was u I can't help to raise my tone....hahahaa