How To Deal With Irate Customers (With Mock Call Sample)
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- เผยแพร่เมื่อ 5 ก.ค. 2024
- When you're working in the call center, one of the things that you will have to get used to is the inevitable "irate customer". A call with an irate or angry customer can either make or break you. So which one will you choose? Of course, you want every call scenario to "make you" even stronger. ;)
In this video, I talk about my TOP 5 TIPS on how to deal with irate customers in the call center. I collaborated with one of my content creator friends, Cyka Niki, who runs the CYKA NIKI beauty, makeup, and lifestyle TH-cam channel.
CYKA'S CHANNEL: / cykaniki
OUR COLLAB ON CYKA'S CHANNEL: • HOW TO: Fast and Easy ...
Check it out guys if you wanna see the casual side of me. Haha! :)
SPECIAL THANKS to Jullian of Utterly Random Techie for providing the venue of our collab. Thanks Juls! :)
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If you like this kind of content, please consider subscribing to my TH-cam channel and sharing it with people you think can benefit. :)
⭐️ TIP #1 starts at 3:10 💗 Our example is probably mild irate. LOL baby steps. Any comments? Leave them below.
Check out our fun collab video at Cyka's channel: th-cam.com/video/a-nEr5kcepo/w-d-xo.html 😂
Do you script for that?
Just give me patience
•Do not take it personal.
•Show empathize.
•Let the customer to vent.
•Give options and solutions.
•To replace the no for a positive alternative.
I'm sure this is going to be of great help. Thanks again.
I can honestly say that I use all the things that I learn during my call center experience now that I'm an office staff in a big company specially the positive scripting.
Positive scripting is a game changer. 😊
This works for good companies. But I worked at a certain internet+phone+cable company and they're the worst. Solutions were rarely provided, prices always went up without the customers knowing until after they'd been billed and charged for it... Etc. It's always helpful to work for a company that cares about customers too, and NOT only about using agents as pawns for empty customer retention.
You can empathize all you want but if you can't provide a solution, it's just empty talking no matter how great you do your job.
I agree. 💯
i learned that i tend to too much take those complains personally. being stay a little away from the problem will set myself at ease and best mental state to address the customers' issues.
Your videos are awesome and helpful. Thanks for advising us how to deal with clients, even though I don't work for a customer service company.
Thank you for watching. Glad to know my videos help. 🙂
Hi Rea, your videos help me land my very first BPO job! But due to this pandemic our trainings had been put on hold. Now I am using my ECQ days watching your videos taking in positive inputs and alot of learnings, which I know beneficial for me in the future. More power!
Aww congrats!! Best of luck on your upcoming training. Stay safe ❤
To be honest, I really enjoy watching your videos because I love how you to express yourself in different situations, I've learned many ways to handle a customer in differe situations thanks all your videos are so helpfully to me.
So happy to help you! Thanks for always watching, Kirby. Appreciate it. ❤
After a month i am starting as a live chat support in a call center and this is going to be my first job so i am really nervous :D But i am glad that i found your channel! You are so sweet! :)
Thanks Elis! So nice of you 💕 Good luck on your job and wish you the best. 😊
You are so fuxking brilliant you will probably end up having your own company center. I wish you all the best!
Thank You 🙏😊 for this Effective Refreshing Practice Miss Rea. More Power to Your Channel
Im watching your videos before going to sleep. 😍 its very helpful and I gained confidence.
Ohh good to know that. Glad to help! Thank you. 💗🙂
Just discovered your channel and trust me I LOVE YOU. This is really huge for me. Thank you so much. And for this I watched the ads until the end❤❤❤❤
Wow..Thanks so much, Kimora. Appreciate you. ❤️❤️
@@ReaNinja ❤❤
You have a wonderfull way of speaking, you give me a positive energy. Thanks
I keep on looking at your eyeglasses, one of the cleanest glasses that I’ve seen in my life. Kidding aside, watching your videos increased my confidence since i am a “virgin” in this industry. I am not entirely fluent when it comes to speaking in english but im doing my best to be good at it. Going to have my training soon, Wish me luck !!
Haha LOL at my eyeglasses. I'm obsessed with cleaning it even if there's just a small lint coz I get distracted. 🤣
Glad to know my videos helped you! You got this and all the best! ♥️
thank you rea... your video is very helpful, i'm currently studying tesda contact center services nc2 to prepare myself in applying for csr... i've been a housewife for a long time and have no idea about bpo industries and your video is a blessing! keep it up! God bless you more!😀❤👍
Thank you so much Ms Rea, I'm new in handling calls and your channel is so helpful to me, I'm learning a lot from your contents.
More power to your channel and God bless. ❤️
Glad to know that ❤️🎉
just seeing this one ninja, well done!! And this one is similar to the one i mentioned to you about.
sanjay sutherland Yes this is it. Thanks for watching! 🤗😂
This video is very helpful for first timer CSR applicants.
U guys are amazing.hope u make a lot of informative videos for coming generations.😊😊😊
Thank you so much! More videos coming up. 🤗❤
This is amazing video,
💟 and you were both
Great in acting😊
I am having a really terrible week with calls. The problem with me is when client starts threatening me, it just makes me feel challenged and could not hold my patience back. It will make me starts taking it personally. Glad that I found your video, it calms me down.
Glad to know this video helps. ❤
Amazing n helpful!!
Thank u so much I learned alot!!
because of your tips, I gradually learned a lot the callcenter life situations. Im preparing to apply nxt month. your videos really helped me a lot. I already downloaded you BCC Survival kit. Just continue to inspire and help a lot of people that does'nt have yet an idea and experience in this field. thank u :)
Happy to know that!! ❤ Wish you all the best with your application. 🤗
@@ReaNinja Im already your new subscriber. :) :) :)
Thanks much for the sub!! ❤🤗
I am writing as a customer, and I am normally not irate unless the agent who takes my call is arrogant. These are a few examples:
1. Never blame your customers for some issues they may have with the product/services. I had trouble with text messaging with my network (US carrier) and instead of helping me find a solution, the arrogant call center agent simply said "well sir, it seems the issue is your phone". The phone I am using is a brand new one. The new response was "well the issue is with the network of the people you are texting so they don't receive your messages, nor can they send you messages". Really? All of them using major carriers have issues but not yours? Gimme a break. This is a lame way to say "I don't know what the solution is".
2. Learn to listen before butting in. I had in the past spoke to a call center agent and while I am explaining my situation and my issue, she keeps interrupting me, making it hard for us to understand each other. Naturally I will have to raise my voice. Her response was "sir, don't shout at me". This irked me. Why the heck wouldn't I yell if she isn't listening? Only then she would shut up and listened to get the issue solved.
3. Please have some common sense, and not just depend on a script or what you had been told to say. This irritates me because if the agent doesn't answer my question directly and relies on what's on paper, we will get nowhere.
4. Please don't ever tell me that its the end of your shift so I have to call again tomorrow or that you can no longer follow up with the IT department because its the end of your shift. Do you think I care? Sorry if I seem rude but that is the least of my concern. Instead of suggesting what to do, its like dismissing me because you are about to sign off.
I can tell if the agent is from the Philippines because I am also Pinoy. I prefer Pinoy agents compared to Indians because our English is clearer and we are known for good, caring service. But some rotten tomatoes do indeed get mixed with the good ones and unfortunately, I had experienced talking to those few ones. So apologies if become irate and yell because that is how I respond to arrogance. I am very respectful to people who work at customer service because I know how frustrating and stressful your jobs are, but don't treat me like trash and dismiss my requests like I was a child.
Thank you so much for sharing, James. This is very helpful. It's nice to hear something from an actual customer. This comment probably needs its own video. Thanks again! ❤🙏
Wow this is a great help especially for me that im a call center newbie. Thats it attitude is very very important aside from product knowledge. I will remember these things so that it can help me survive the industry. It is also good to hear some pieces of advice from the end users cause most of the time we are going to handle different types of customer. Much appreciated.
This is so true. Unfortunately sometimes agents have their paycheck at the end of the month highly depending on call handling time, so the more they take in each call, the less probable is they'll pay the bills for the month.
Sometimes I think if costumers knew how call centers make employees work, happy solutions would be achieved more easily. Even if that isn't exactly helpful to companies who currently capitalize on this.
Sometimes the agent's resolution are influenced by the protocols they have to follow. They are also times that we wanted to skip steps or solve the issue in straightforward manner for the benefit of the customer but they cant because they are not allowed to.
muchas gracias💕💕 estoy logrando mejorar mis encuestas con los clientes
Another good video.. i am actually on pst and mock calls stage.. i will apply this tip Rea.😁
Jojo Mapalo Wow glad to hear about your progress. ☺ Thanks for always watching. Good luck sa mock calls. Yey! 😂
Thank you Rea! So far im enjoying my PST.. hoping to pass my pst training!
Jojo Mapalo Welcome! I have a good feeling you will pass. 😃
Call Center Ninja.. thanks Rea.. continue uploading videos. It really helps.. specially for call center newbies like me.😁
thank you rea ninja
very well done and handled 😀 i felt ur stress tho yet you did made d situation light. thank u for this beautiful call center angel 😀
Thank you Jho! Appreciate it. 🙂💗
Your advice are so helpful, thanks so much!!
maau2x.. heheh...
tnx ani na video maam..
Welcome! :D
Ang swabe ng mga mock calls😍
Those glass reflections are kinda freaky..LOL!
Four-eyed problems! LOL
I’m starting a call center job in like 5 days and I’m gonna master it. I want no bumps in the road lmaoo.
There will be bumps on the road for sure but nothing you cannot overcome. Good luck! ❤️😊
Mock calls na namin bukas! Laking tulong ng mga vids niyo po! 👏👏👏
Glad to help! 💗 Good luck sa mock calls bukas. 🙏
@@ReaNinja Nakakaba po talaga 😭😭😭
@@maryqueenofscots2511 Embrace the feeling then breathe. Everything's gonna be fine. 🙂
@@ReaNinja Hinaut pa unta. 😭😭😭
I got accepted for an account interview in a call center they said it was the most toxic account, we'll start our training tomorrow and I want to practice in advance. If we can't pass it within 4 weeks the company will execute us (let us go). Please help.
Quiqil si Cyka.. Hahahahaaaaa... Very creative collab vid.. Yaayyy 👍👍👍👍👌👌👌👏✔️💯
Aldrincore Moshpit Yay thanks Drin! Uy aldrincore nasad dapat imo username sa YT. Haha 😂
Call Center Ninja i need to reach 100 subscribers arun ma change akong yt link.. Hopefully mareach na nko soon.. 👌👌👌👌👌
Aldrincore Moshpit Ahh but you can change your username man diba? Like the one showing on your YT page? Hehe
Thank you so much mam I always watch your video can I request do you have the video how to handle the clients request for the refund
Kasabaan ba aw hahaha
Ive applied to a call center company months ago and this is the secenario they asked me on how can I handle this kind of costumers and guess what i got rejected🤣 cause i dont know what to do if im the one in this situation and im so nervous that time maybe im lacking of common sense i didnt expect that they would come up to a kind of secenario like this 🤣, but hey i about to try applying again hope that i can pass my final interview im kinda nervous tho🤣.
Wow! I'm so very influence !
Nice thanks
Welcome 🙂
hi mam Rhea, do you have a sample mock call of tech support? thanks
You may check the playlists on my home page. 🙂
good day call center ninja can you please add some spiel in comment or video details so we can starts from them, yes listening is important but sometimes it’s hard to understand a fast talk so for me i can read down below what you’ve said earlier thank you so much for your kindness
Check out my blog: callcenterninja.com/blog. I haven't uploaded all scripts yet but there are already some samples over there. 🙂 Thank you!
Tnx God
. Bighelp
Ganda ni Ms Universe
What's Cyka's account? Ghad I'll be having my first day tomorrow as a trainee and this is my first job ever. Most of the people say that my account has toxic callers and that makes me a bit nervous.
It's th-cam.com/users/cykaniki 😊 Good luck on your first day Mickey. Get a good sleep. 😅
@@ReaNinja thanks! I'm currently binge watching your videos hoping to prepare me for future calls. You're great btw!
Thanks so much. Means a lot to me! ❤
Ninja moves.😂😂😂i am ninja 4 yrs.ago.😂😂now i figured it out why this is call center ninja😊😊😊😂
Wow hello ninja! So you left the bpo na? 😊
@@ReaNinja yes po 5 yrs ago hahah enjoying being selfemployed instead.kapagod kasi pero happy pa din.😊
I work from home na rin but im registered as self-employed. Hehe. Buti naman you're still watching these videos? Nostalgic siguro 😂
@@ReaNinja same lifestyle na tyo ahahhahahha ganun ata tlga pero nakakamis din minsan ang pag calls ahhahha
LOL true! Nocturnal pa rin kasi gabi rin ako nagwowork most of the time.. 😂
Galing niyo po 😭
Monica Balasa wow thank you po. 💗
Paka emotional ko pa naman hahaha im deaddddd
Nice 😍
Im looking for the emotions😁 when ur sorry 😂
The customerbis really good in acting✌✌
Your content is awesome, I just noticed a recurring error "I would feel the same if this happened to me, not happens" 9:20 "I would feel the same if I were in your situation, not if I am in your situation" 7:01. It is "were" because the statement is contrary to fact. I assure you, your English is way better than mine and I am still learning, I just noticed and wanted to share. cheers!
Thank you for your input! 💗 I always mention on my vids about communication that my grammar and pronunciation are not always on point especially that when speaking, we don't normally notice our grammar anymore. In fact, I encourage anyone to provide me feedback. 😄 I can't say my English is better than yours or anyone though, but I appreciate your kind words. I'm also still forever learning like you. 🙏
True, or too much noticing and self-criticizing and we suddenly forget what we wanted to convey originally.. I am watching one of your videos where you mention this "How to Overcome Fear of Speaking in English - TOP 3 TIPS" very sound advices and thanks for sharing such helpful and inspiring content. Keep it up!
@@onlymelodic109 Totally agree with forgetting the message sometimes! But good thing we're always learning. Thanks so much too for watching my videos and I'm glad to share what I can. All the best to you! 💗😃
If English were easier. I can't hold three minutes speaking I stutter way too much. Learning languages is a never-ending process, even native speakers make mistake.
Are you, girl from the video a native English speaker? If not, let me tell you that your English is really good, congrats. If my fluency were like yours!
@@dr.chukitichukitijajajaj3376 Thank you. Nope im not a native speaker. I just grew up in a largely English-speaking country and have lived here all my life. 🙂 True, learning a language is a lifelong process.
Can you give me some tips on how to not sound so transactional?? my customer sometimes feel that they're talking to a voice recorded. 😟
Maybe this will help th-cam.com/video/dvwPMLOkt1A/w-d-xo.html
Thank you!
Strong personality you mean hehe
Your videos are awesome, I'm a call center agent and I do enjoy this videos. But the background noise is very annoying maybe you can do something to fix that.
Thanks for watching Pedro! Glad you enjoyed. Unfortunately, I didn't have control over the BG noise that time and I couldn't redo the filming anymore. Thanks again. 😊
ang galing e maning mani hahaha
Currently I’m working as account representative i mean taxe services how you can help me to provide more
Provide more what? 😊
you answer my question ata dun sa collab with other vloggers csr.. hindi ko pa kasi natatapos lahat ..dami pa ng previous vids mo ..random marathon watching
Oo ito na yung first collab. Hehe. Thank you Emma for your movie (video) marathon sa channel ko. 😃💗 Feel free to comment or ask questions.
Ate Rea gikulba na jud ko start na ako training sa monday with no call center experience before
Go for it. 😊❤
Nice explain but plz edit video and software name plz but nice explain and nice speak.
Are they going to ask din also in the interview? On how will you handle an irate customer? Or how do you deal with an irate customer?
summer summerr Yup there's a big chance you'll be asked that question. ☺
agnostic atheism hdjsjf GH cj Thanks for your input. 😃
Yung sinabi mo na glitch ung computer etc.. then you offer your solution.. ikaw lng ba gumawa nun.. or may script? I mean bigla k lng b mag ooffer ng free shuttle, and pagbook ng hotel accommodation?
Just a sample script but it doesn't mean that it is the actual solution in all cases. That's just assuming that the solution is possible. In real life, you have to the follow your company's guidelines. 🙂
Ms. What about for scripting ?
Do have a love life???
Je manzè two kale papa!
how do you answer po if the customer is not interested?
I'm not going to suscribe BECAUSE RIGHT NOW you exactly have 100,000 subscribers. And I don't want to mess it up.
Do you have mock call.sample for atnt account?
I don't do mock calls for specific accounts but here's a similar one
th-cam.com/video/tCF06bQk7_0/w-d-xo.html
Hi miss rea im proud to say beacause of your videos i got hired in a bpo company and now still watching your videos for my nesting later 😅
Congrats! So happy for you 😊❤
Hi, I just want to know how you handle calls when you can't understand what your caller is trying to say. Because im actually on training and they are being irate because i ask them to repeat it for me.
What's the cause? Is it their voice, accent, tech issues?
@@ReaNinja their accent and also their voice as well.
What I usually do is listen to keywords and try to piece together what they're trying to say. I will paraphrase and politely ask again to get the needed info. You really just have to ask again even though you feel like they will be irate. Let them know that you just want to help them resolve the concern. If it's an option, request your supervisor to listen to your call through also.
What if your only option available according to the company guidelines is no to everything such as a carrier as FedEx or anyother company, no refund no gift cards nothing just contact your shipper, I don't see another way other than you're screwed.
Then you have to deliver the bad news in the best possible way 😊
Great
Thanks 🙏
I feeling like to sleep Ninja.. 😴
Ate nung sa video po nagalok kayo ng free hotel free shuttle.. sino po magbabayad nun? Kailangan pa po ba sabihin sa manager yun?
Provided yun ng airline kung meron mga known issues, but you only say that kung nag announce na meron free.
@@ReaNinja tnx po
♥️♥️♥️♥️
Puno napo ung downloads ko NG mga video mo♥️♥️♥️♥️😊...mock calls nalang po hintay q for final interview. Sna mahired na...🙏🏼🙏🏼🙏🏼🙏🏼
I would feel the same if I were in your situation. I would feel the same if I am in your situation. I guess that you made a mistake...
I was taught that the first sentence is correct or we can use both for imaginary situation, right? Please let me know if so.
Hello!! If it's not too much to ask, kindly scroll down towards the bottom part of the comment section and look for the comment from Only Melodic. We talked about your question and some more. Thank you! 😊
"WERE" is corrrect coz it is used if you want to place yourself into someone as if you were that someone. bye.
"Were" is grammatically correct.
(If i were) she used a conditionnal. It is correct
Hi there! Im ashwin Singh here im working with jio as a digital care specialist Executive advisor plz help me more to learn hw to take mock calls and hw to deals with different customer
I have an entire playlist about mock calls..❤ just check out my homepage.
Tq 😊🤠🙏
"I do create beauty and Lifestyle, . . . about beauty and talks . . . exacto with showery backround, sakto yung timing ng showery background lol
Hi Leo! Hahaha oo nga. Hirap buhay ng video creator. LOL. Thanks for watching! :)
freaky reflection on her eyeglass,...whoaaaa
already explained that on the first part of the video. lol
Hi miss rea pls help me in how to answer in this situation.. If the customer refuse to upgrade his plan during mocks call hehe thanks
M
I want to get a job though.
Go for it. 🙂
Go for it, it will hone you to become a better person as well...Practicing empathy becomes second nature to you :)
Redundancy: down below
I know but it's youtube language. 😉
Pag irrate cx mo ayyy.... mute mo yan😂😂😂😂
Instead explaining most of the time show live mock call videos more.
You can check out my mock call playlist. This one's an explanation kind of video. 🙂
How to speak fluent
pangit ng audio.
Matt Soliman Hehe o nga eh, thanks. Ganyan talaga buhay minsan po. Hindi sa lahat ng oras maganda audio. 😂 Explained it in the video na it's raining. 😅
Call Center Ninja oo nga. bili na ng microphone. hahaha
thank you sa mga videos nyo po. tangap nako sa work 😍😁
Matt Soliman Plan ko na bumili ng mic, wala pang budget kasi. 😂 Yun na next ko bibilhin. Hehe. Congrats sa new work mo. 🤗
She talks a lot
Ang haba naman ng intro
Nasa pinned comment naman po ang timestamp. Pwede mong iskip. Salamat