Call Center Conversation #10 what tech support is really like
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- Опубликовано: 2 окт 2024
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Joshua Calvo
Hipronary School
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This is the reason why I subscribed to your channel.
You guys make real scenarios and no corny videos where the customer is always happy and the agent knows everything and he's so polite and shit.
This is the real thing.
Congrats for such amazing job.
The real Life...
@@joelyamzon7086 thanks dude
This was so entertaining and frustrating at the same time.
Excellent job Joshua
Fressi
I dont know how can I have that much patience. If I was there instead of joshua. I may have cut the call till yet or abuse him so bad
I don't know why I'm watching this but it gave me chills and make me scared at the same time made me prepared. I'm going to apply soon and will be my first job.
I love this kind of customer 😹 If he doesn’t understand I release the call.
so.. how is your job going? I'm the same situation as you.
This is normal esp in technical support accounts. Just don't take it personally and be professional all the time. Let them vent out their anger and once they calm down, that's when you can do what you need tp do.
Bro fuck these types of jobs. Hated mine was there for a whole year before I got a better job elsewhere
I worked in a cc for a month and then o couldn’t because people were so rude and mean I used to cry the first times and my stomach hurts every time I was gonna it was horrible. So I decided to be broke but happy 🥲
Oh man, this is what we gotta deal with every day, it’s literally eating my soul. I am not taking it personally but man, if u get 10 like these a day, it will have impact on your mental health for sure. Been in the business couple years now, but I can’t do it anymore. Nice video man, keep it up.
A way to protect yourself is not to be like those call center agents who love to talk about their calls. Well it is understable for newly hires, who can’t stop talking about their calls to everyone. The cool thing to do is treat calls like its really just a call. That it is just a job. Trouble is, speaking in English for most agents is a Big Deal, and so they cant just act like the calls are just calls. The cool agents should not even remember what the call was about as soon as they hung up.
I agree... My bp shoot up coz of these callers...
😭😭😭😭
Yeah this what happened to me and plus I had to deal with management and the supervisors on my back about it
Poor thing.
This shows how difficult is to deal with irates customers.
But you kept calm at all times.
Good job Joshua ❤️
Hi I am Michelle and I am not picking up any call of this guy.
😂 Jokes aside excellent video guys.
I hid behind my cushion hopping he wasn't looking for me in the real life.
This was so accurate ❤️
Hello Michelle, it's Joshua here.
I hope you are doing wonderful today.
Thanks for jumping on 😊😊👍your comments are always extremely appreciated, keep them coming.
For God's sake, I wouldn't allow that teed-off customer to bump into you whatsoever. Hoping that he never knows your whereabouts lol 😂.
Have a good one!
@@HipronarySchool
Hi Joshua,
I admire you and Emanuel so much.
You both are awesome.
My hats off in this video for such amazing and professional way to handle the call.
And thanks for covering my back.
😂
@@michelledebou6049
Michelle you put Joshua in a very bad situation right there.
😂
@@michelledebou6049
Michelle don't do that!
Michelle don't hide and let others do your job. 😂
Poor guy wasn't able to reach the girl. Joshua you were so patience so my hats off to you my man.
I felt psychologically abused after watching this. 🥺
Last time I got a call like this. the last rep was unable to find the cust's account, she was yelling at me, and saying rough words, so I tried to my best to help her, when I realized the cust staring crying. I'm gonna be honest, at the time she was yelling at me I was really fuck up, but when she cried, I felt really bad. So I did mu best, but the worst thing is she did have an account with us :/
Correction: she didn't have an account :/
Same thing occurred to me.
It's so fucked-up and sad at the same time.
Hello Alejandro.
Hope you are doing alright today.
It's Emmanuel here 👍👍
Absolutely love the way you put this scenario into perspective. In my own experience, I had lots of customers crying on the phone out of mere frustration, due to several reasons, as follows:
1- Getting routed various times without being given a speedy resolution.
2- Swinging mood (Going from being irate to crying abruptly 😢).
3- Demanding customers who would cry out of anger.
4- Fragile customers who would take everything personal.
5- Customers in a tight spot (Mostly traveling folks who'd get their credit cards declined while overseas, among other alike situations).
6- Account take-overs (Whenever I'd tell a customer that their account had been taken over due to fraudulent activities, lots of them would burst into tears in absolute shock)
7- Among others.
@@HipronarySchool
Excellent contribution Emanuel.
Excellent anecdote Alejandro.
Now this is a CALL!
If I were you I would've burst into tears.
No kidding 😭
Man, the dude was beyond irate. Sounds like he was about to have a fucking heart attack during the call.
Twilight zone I remember that tv show. Joshua this was so stressful I don't want be on your shoes.
I used to watch it every sunday morning un my channel.
There is a remake of that TV show, but is not as good as the old one.
Oh my God 😱
WTF have I just watched?
Excellent video guys.
Same haha
I pity those who work for call center companies that do not allow them to disconnect the call even if the customer on the other line is already attacking them personally through verbal abuse. Their management seem not to care for their well-being. I am a call center agent, but at least my company protects as phone agents by allowing us to discontinue servicing abusive customers.
Bro not sure about your place but here in India irrespective of the department you are working for (call or chat) if a customer uses profanity we are trained to pitch 3 warnings to the customer exact statement goes like "Please do not use profanity on chat as this a professional chat department and the behavior is monitored if you continue using profanity I will have to disconnect the chat immediately whatsoever leaving you with no resolution" And believe me this is the 1 thing I like about working in a call center bro.
Joshua I admire how you're able to keep calm.
This is one of your best videos.
What a nightmare!
My first job was last year when I turned 18 in a tech support call center, the three months I worked there were the longest three months of my life, it gave me a lack of confidence and it scared me a lot since every call I received as soon as I provided the opening, the customer was already yelling at me saying I was the fifth person he was talking to in a day
I decided to quit and apply to another one as a customer service representative
It is much better, however, you never get rid of angry or frustrated customers.
Anyway, I have learned a lot and I have improved at the same time always watching your videos
Thank you guys
What do they do?
This is the reason why I quit to my job last moth and I promise myself to never comeback to call centers.
I learned a lot from this video.
One of the best videos out there in the internet to comprehend the frustration of a customer.
Excellent job guys.
This video is every amazing also and , it's show you even you're talking with someone who is nervous but you keep calm and trying to figure out this issue .
When he threatened to go and acquire a machine gun, that's illegal, am I right?
that f funny bro. that guy is a nuts.
this is why people shouldn't do meth
Call are recorded, this cx can get arrested for mentioning that
Yes it is.
I will stop the call right there. That is threat.
Noooooooooooo!
That was either fucked-up or depressing.
I can't tell.
Excellent video guys 👏
My Lord! 😲
I don't envy you at all in this one Joshua.
Excellent work by the way.
Great job i love you guys.
Omg 😲. That was epic!
Epic and frustrating. 😅
The customer looks like he’s in a life or death situation when in fact he just can’t connect to wifi 😂
How can I be calm down and explore every avenue of the issue
Like you guys due to i don't have experience yet and I'm a hot-headed person who doesn't get patient
I'm on my training for tech support here and this honestly scares me. But this is something that I need to prepare for so thank you!
Don’t be one of those agents who talk about their calls during lunch break or smoking breaks. It will be hard not too. Most people do that. That is cheap. Sadly call centers has now a lot of cheap people. If you want to cut 80% of your work related stress, avoid discussing your calls. Don’t make it a big like, unless you are sucking up to your team leaders. It’s just a call. But the company wants you to act as if you are sitting on a desk with your head set and you are working to launch a space craft to Uranus.
@@eduardochavacano I don't do that. Thanks for the reminder tho.
Rumpelstiltskin is in shock!
Rumpelstiltskin loves your content guys.
This can only be described with one word. Priceless
Mr customer it makes me very upset to hear that you havent been able to reach Michelle in over three hours. I agree with you thats no way to treat a customer, although if you allow me to pull up your account I will ensure you that I will do everything in my capacity to aid in resolving your issue. I am certain that with my level of experience I will be the last person in tech support you will speak to before connecting you with Michelle. By bringing up your account I can view all the details of your previous interactions and that will allow me get a clear understanding of the matter at hand. I will be as quick and efficient as possible taking into consideration you have been on the phone for a inordinate amount of time. Please allow me to move forward so we do not waste any more of your valuable time sir. Thank you.
That would be the best way to say if the customer let you speak.
But seems not to be the case in this specific call.
He didn't let the guy say 2 sentences in a row.
Well, after hearing the full call any of us can come up with a great speech like that, but let's admit that during the call with someone yelling at you you don't think with that clarity.
Regards
@@babelstower709 You have a good point. The customer is definitely irate, although with the correct tone of voice and rate of speech there is a higher probability that the customer will allow you to speak, and at that point you may possibly de-escalate the call. I have worked in credit card customer service for a large bank for 5 years ,and most of the time customers like this will allow you to help them if you really take responsibility/ownership of the call. Customers can sense who is truly there to help them and who is not. Even if the customer refuses your help and is screaming and the call doesnt go well remember that you did everything you could do to assist that customer. The client will also remember you as being the agent who did everything he/she could to resolve the problem.
@@Milo-Emilio
Excellent script you got right there pal.
Hey there Milo, it's Emmanuel here.
Hope you're doing cool today 👍
Gotta say that your approach is flawless and would fit in amazingly in so many other scenarios. Unfortunately, I'd go out on a limb and say that that well-fabricated speech wouldn't work out in this case as the customer is venting an insane anger on the agent, not allowing him to talk that much, let alone come up with a brilliant response like the one you provided above.
Finally, let me recap what I'm saying, I don't mean that your speech is wrong or flawed, but what I'm getting at is that it doesn't apply in this call, considering that the customer went ballistic, literally disrupting the agent at a stretch throughout the whole call.
I acknowledge that your contribution is awesome though 😊. Good job!
Greetings 😊
Asi que es el lado oscuro de los call centers,bueno si lo pense mejor ya no quiero trabajar en un call center (lie)
Hahaha que pena recibir 5antas llamadas así
Can you use (wanna) when you're talking with the customer ? I think is (Want to) correct me please.
The Oscar Show,
Joshua here.
Wanna it's the pronunciation of want to in a normal conversation.
You can't write wanna in a memorandum, email, document or any formal written thing.
Now it will depend on you if you prefer to say 'want to' in order to emphasize your formality, but it won't make any difference.
If you hear a political speech, a townhall lead by a CEO or a simple meeting you will find out that people pronounce wanna most of the time.
Regards
The misunderstanding comes from teachers who say this is inappropriate.
But, with all due respect they don't know their asses from a whole on the ground when it comes to work environment.
@@HipronarySchool thanks joshua I love u in the right way I hooe get a job as a customer service I failed 8 times in the interview but I never get up until get it (Can you make a video how to pass the interview for a call center)
Kindly watch this video.
ruclips.net/video/yf1pKSttNBM/видео.html
We're more than sure that you will pass the interview this time.
We were planning on making a video about a call center interview.
But, unfortunately due to the COVID-19 we can't go to our facilities to record new videos.
But as soon as we get the opportunity we will make it for you.
Regards
AYER vi comentarios de Donald trump lo dice ASI " this is a joke ( JOk)" J-O-k..
esto es una farza o un chiste..OK
Sometime Donald's trump english is kinda hard to understand...
Uds y NOSOTROS lo dicemos joke ( youk)
Cual es la verdadera PRONUNCIACIÓN ?
JOSHUA AYÚDANOS HELP US !!
Hola Reymond,
Tendría que ver el video o escuchar el audio donde el pronuncia la palabra mal.
La forma correcta es dʒoʊk más parecido a como la escribes youk.
Y estás seguro que dijo Joke y no Hoax?
🤔
Hey there Reymond.
I hope you are doing wonderful today 👍😊.
The right pronunciation of the word "joke" is /dʒoʊk/ rhyming with "joe-ck".
Donald J. Trump has a pretty particular way to pronounce English words and even lots of News outlets keep lashing out at him because of his sloppy way of talking. Some say he even minces words leading to improper pronunciation. Does he do it on purpose? Well, I couldn't know it.
My piece of mind to you is that you shouldn't be surprised if you hear that he minces, stutters, stammers, drops or mispronounces words because it's part of his personality.
I wouldn't, however, judge him because he's an extremely knowledgeable businessman, who's extremely successful and may have lots of degrees.
The bottom line is that you should get used to hearing constant pronunciation mistakes coming from him despite being a native English speaker. Although, his ancestors came from another country. Interesting fact 🤔.
Yeah .
You can check out by searching for it this video on youtube
When Donald trump kicked out a journalist from his press conference because of the journalist made a comments that Donald Trump didn't like ..
But the bottom line is to acquire more backgrounds and make discard so that i pretty my spoken english
Grandes maestros
Joshua and Emamnuel
Please share the link with us so we can tell you what he said.
ruclips.net/video/P3s5bVms42s/видео.html
This is a joke / J-o-k
Love u guys! ❤️
This was unexpectedly closed to reality.
Joshua is a legend!
When he said I am your customer from hell. My mind went straight to escalation. Lol.
This was intense and very interesting.
What a hard situation!! That reminds me some years ago When I used to work at a call center for AT & T, the matter is that one day I received a call from a woman who was so irritated and overwhelmed, so, I think that at that time one of the technicians went the woman's house in California and istalled a wireless router, the matter is that that woman as soon as I welcomed her she started yelling at me saying that our company was a shit and that it was a honee bee hive of scammers and I was naive because I thought that was gonna get calm but it didn't happen, the issue was that her signal router had been dropping many times, it comes and goes the signal and I couldn't be able to talk to her because she told me that she wanted to speak with a real american and not with a latin monkey and it made me angy and hurt my feelings so I had to switch over the call to my supervisor to deal with that :S!!. Nice video Joshua, God bless you, a hug bro!!
No se que haria en esta situación ka verdad.
Buen video muchachones
If I were you, I would be fired for thousands of word I would say to this fucking customer.
Find Michelle and get me to tie 50 50 Omg real daily scenarios too funny 😊
Soçobrar é muito erudito e rebuscado. "Afundar", ir a pique.
Maybe the customer was sick by quarantine, but If I were Joshua I'll through him to the garbage....
What a patience Joshua has, lmao Congratulation dude.
Becoz this is a recording? I dont think there is someone that would never react or be affected.... In reality..
Joshua you got a good customer service and you're so amazing customer service agent as well as good call handling.
This is the reason why I decided to quit. I got so anxious dealing with these on a daily basis , it fucked up my core. No one should have to deal with this.
Locos que grandes.
Now we're talking.
😂👌
This customer is really hitting the nerves.
This is so accurate. I usually tell customers that I need to open the account to see if michelle put any notes and just tell the customer the truth. If customer wants to escalate to report 'michelle', not a problem. Please don't be like that 'michelle' on that call.
Alright. Im gonna cancel my application. Hahahh
Oh my gud, is this how mostly the cx in bpo,..🤣😂🤣😂🤣😂😬😬😬😬😬 I felt tired on behalf of cx shouting All the time😏😏😏
This is a really good video, I decided to work for a call center, but it was a total disaster, but I think that was a really good opportunity for me to grow and keep going, thanks for the video again man.
Yesterday, I encountered a caller who's rude and not cooperating over my response. She's insists that she needs to get her live paycheck right away because its being delayed for delivery for more than 10 days.
I tried to deescalate the call but unfortunately I can't.
To all of the irate calls I handled, that call is the worst. I felt like my heart goes down and became breathless each time she's shouting and throwing racist remarks.
It took me at least 30 mins till I found someone to handle it since my supervisor went out of duty.
That's why I watched this video and I found myself being related to this.
this is so realistic, you really did a very good job making this video, thanks for making it :3
Thank you Axel 😊😊😊👍
Then judgers will say.. Call center agent LANG naman yan eh.. Lol 😂
When I receive this calls, I really try to not laugh... but is Impossible xDDD
"Sorry Mr ____, but can you repeat the last thing? I couldn't hear so well"
Hi guys amazing job, for me this is the worst customer you've performed, this man is really my worst nightmare, he really gets me nervous
This job will ruin your mental health.Base on my experience callers are shouting at you and not thinking you are trying to help them but they keep on being rude and shouting the feeling is you really wanted to drop them😑
Jajajajajajajaaja fuck this was so fucking accurate bro jajajajaja I remembered when I used to work for tech support this was so real I liked it
is this a video recorder? i don't think the man of this video is the real man who is talking to the caller. 😊 i observed his lips but he always hide it by covering his hand/finger. 😊
Very good video. Thank you. I'm very scared of this kind of situation.
Oh my..
I had one crazy man once dealing with.. but even the worst thing he did was not even close to this guy..
This is fake! his slips on not in sync with the support guys voice. 4:02 his lips don't move LOL.
Didn't offer a resolution. That's correct that he let it vent out but he should insisted to find a resolution to his problem.
I would be ending that call in the first 3 mins.
Not listening! He doesnt want him to put on hold. You may say I will do silent work here and if you need me just get my attention.
Bro I watched ur lips and it is really different from the voice that I am listening.
My answer deep inside :
Evil laugh BWAHAHAHAHAHAHA!
That guy is on the phone is a tremendous psychopath 😳
This really happens. My mom is in BPO company and it's very stressful. Customers call for help but won't cooperate. Geez...
Ohh my God! I highly recommend this video. I feel u bro, salute. Resolving some of the issue of irate cx is not really meant to be easy...It reminds me the good old days when I was once a call center agent. This video really straight goes to heart. Awesome, Dude!!!.
Is it really hard to past the nesting ? Im on the training now i hope you give me some tips
That cx would be a Black metal singer or my wife when I come back home so freaking drunk
A moment of silence for the people that use your headphones (._.)
😁😁😁😁
@@HipronarySchool Me encantó, pero que proceso más difícil.
This situation make me feel so sick. 🤯
That's the gospel truth. La verdad es super difícil.
That was stressful. My salute to you Joshua for your patience and professionalism.
i can totally relate! that is the reason why i didn’t stay long in the customer service industry. Their voice, their frustration and anger became nightmares for me. I quit because its no longer healthy for me. Indeed, CSR is not an easy job, this is not for everyone.
Hola Joshua ¿qué tal? 👍
every day I watch this video. I am memorizing all this conversation and thanks to that, I am learning to express myself better in English. I have practiced and can pronounce everything that you and the costumer say in the conversation, although I have only achieved it until minute 2:20
my goal is to memorize the entire conversation, the entire video. to learn those sentences so useful at the time of conversation
"What kind of our goddamn situation is this" 🤣
"Who is this Michel and why she's been telling me to call her, knowing that i can't reach her? and Why there's nobody there know who she is?" 🤣🤣🤣🤣🤣
@Circo Try
Hola Circo Try,
That's a good exercise bro.
I really want to know the final results, so please keep me posted.
This kind of calls are the worst, but they always teach us a good lesson.
So it's great you deem it a great opportunity to challenge yourself and get better.
Keep it up 💪🏾
This is hilarious 😂
I’m fucken dying of laughter
Why you didn't warn him? You had the power to end this call. He kept on cussing. He couldn't find Michelle anymore.
(Goodness, I had this kind of customer and after her call I really cried. I was affected.)
I feel you man. This is what I'm dealing with everyday. And thank God I been with this industry for 3 yrs. It's draining everyday. After shift is kinda like a heaven to me.🤣😅
that customer is a male version of a Karen
When you're a newbie and got this call 🤦🤦🤦 *crying*
Once I worked at a call center and I promised myself to do my best and finish my career to never do so again
Damm the first time.we.can.see.how.accurate Emanuel Could Be doing.his.best.Job actually as an angry Cust.
Oh my Gosh.
Hasta yo quise colgarle y aventé mi telefono del susto.😲😲🥴🥴🥴
Welcome to tech support hahaha it is what it is
Working in a call center, I can confirm this lol.
This situation is so real, in fact a lot of customers come in that position, I´ve been managing that kind of customers and it´s no easy
Hahaha the f that's your typical american customer hahaha
Hello guys!. Thank so much because I am learning from both of you, but the way people try to resolve their problems with guys like you it's not fair that all. Must be certain limits??
I love these type of calls, I always laugh my ass off. After 2 unsuccessful attempts to try to get the call back on track I ditch the script and talk to them like a person actually talks to another person, and I get rid of apologetic phrases they're used to hearing. That always stops them on their tracks and kind of reminds them that they're talking to another human being and not some sort of slave, albeit keeping solid professionalism and empathy.
This is scary. I might as well think twice if this Job would really fit my personality.
Lord huhu i have a small heart I easily cried when it comes to this situation :( please give me a kind customer and approachable. i cant imagine my life like this
Is that customer real?
Hi Julian,
Joshua here.
Yes, he's a real customer.
I'm sorry but that customer is Crazy 😬
I am an irate agent. This customer sucks
It's pretty hard to say I understand, provide empathy statements or cool down if you'll get such irate calls. I know some like to rant, but try to cooperative dude. If you want to be helped give the account number and all the details that are necessary, this is a two way street. I usually empathize on the first two or three spiels then say, Listen, if you want to be helped give me your details. Then when he rebutts, i'll say if you want me to help you I need this. You need to focus on getting the acct, review it and check notes... and by then you'll be able to grasp the concern, make it as your own and try to solve/handle it. Be empathic and be authorative at the same time. Anw, this is my opinion. I'm not from tech support but I work as csr for an airline company. Again, I don't know if what I said applies on tech support cause basically in my account, it does.
Sorry, but im laughing 😂😂 I feel sorry for joshua. I think the customer needs a doctor hahaha 😂😂
That kind of job wouldn't be my cup of tea, I mean it !
What an interesting video.
I can't thank you enough Josh. ❤️
Hey there Maureen, it's Joshua here 😊😊 thanks.
Escelente video, no me imaginé que asi es en verdad un escenario en un call center.