Poor vs Great Customer Service - Telco Troubleshooting
ฝัง
- เผยแพร่เมื่อ 25 มิ.ย. 2024
- Here are two calls showing an okay (passable) vs an exceptional customer service.This involves two Telco troubleshooting mock call involving two agents handling the same customer with the same issue.
Text version of this video: kwestyon.com/telco-account-ba...
00:00 Intro
00:10 Meh Customer Service
03:10 Exceptional Service
09:22 Comparison
09:42 Acknowledgement
10:56 Humor
11:36 Rapport building
12:53 Tone of voice
15:00 Suggestions?
Acknowledgement, empathy, probing questions, rapport, resolution, self-help, and closing spiel from Candace is all great..
The support provided by Candace is absolutely effective because it doesn't sound like you are just following a script. It's more personal and while doing the call flow there was an emotion and setting up expectations of what to do next and what's in it for the customer to do it. That's why the customer was still participative to follow her instructions thought it was a bit annoying on the customer part because of the issue.
You put it quite eloquently.
@@Kwestyon I a small business that is growing rapidly and I need your help with a few questions how can I get in touch with you personally do you have an Instagram account?
Ive been in the industry for 10years already but still watching your videos for my reference.
The second agent was very helpful , yeah she showed her emphaty and do her best as she can. Before she give up she and pass to service center she find many ways to make this problem solve and I love the way you speak and preach about words and intonation of sentences.. lovely Ms. Candace ❤❤❤❤
You can see how candace valued her customer. She's relaxed, friendly and very effective in assisting her customer. I think this video will help other people dealing with this kind of situation.
Empathy is really important. I learned that the hard way. Thanks for the video.
Listening to Candace call is a great example of awesome customer service. It is amazing how troubleshooting over the phone can help, even if the issue has to be handled by a repair shop. 📞
I am Claire.
I don’t work at a call center but I do take and make outbound calls as well.
Here to become more like Candace😊
What is your work
@@alvinmagtoto4483 insurance company
This will be very helpful, proper use of empathy
Thank you for this, please make some more content, your videos are very informative and entertaining.
I also love all your English tips, so I'm hoping for more of those.
I've been doing your tip, "mimicking other people" and you're the one I'm tryna copy. I see improvement in my communication skills by binge watching your videos.
That's all~ thank you so much for your efforts.
I really enjoy this. I would like apply this to my chats. I hope we can have more rapport lessons as well to make the chats more personalized and genuine. Really enjoying your vids ❤
To all CSR in the country!
Especially in Telco Account trained in programming and technical!
Guys,,pls do not be bored and lazy to help cx especially when it comes to troubleshooting steps,,!
Let's provide them with the best customer service to the best we can. It will not only justify our work but who we are as an employee, as a person willing to help and it will justify our work ethic..kase in my workplace queing tapos halos sa isang araw daming mga troubleshooting at napapagod na talaga sa paulit ulit na issue tapos yung ibang cx matanda na,, at di sila masyadong marunong mag navigate nang phone magiging 1hr or more yung call ang ginawa nng ibang agent nag hung up which is a big no no lalo na sa QA.
It looks like a demon possessed you at the end of the comment.
Another beautiful video as you ❤!!!!!
I have watched most of your uploaded video last year as I was planning to apply in callcenter I find it really helpful, di n nga lang ako natuloy sa pag apply :) mas magaling ka pa po ngayon :) I really admire how you speak napaka clear ng words and very fluent. keep on uploading more contents kc madami ka po tlga natutulungan . Thanks! Im a huge fan of yours :)
Thank you so much for your videos, I am taking a great benefit from them.
Im totally watching your videos everyday since 2021, Maybe i love to learn with your lesson.
Getting into a telco account is a legend for it's like rocket science, I hope you can make various scenarios not only the common ones coz I am planning to switch to call center and I am so scared of rejecting.
Thank you so much for this! It gained me more knowledge.
Candace has the ability to stablish good relationship to the costumer.
Excellent as always 👍
Your video is very helpful for me specially im preparing for my training this January 16 at Teleperformance under T-Mobile Account. Thankyouuuusomuch!!! ♥️♥️♥️
Thanks for your videos they are very helpful. Blessings!
Very helpful talaga ang mga videos madam!!! Loveyouuuu fr💗✨👏
"babye" your voice 🥺, Haha anyways thankyou for making thus video!
Hi from Greece. i was working in a call center and now I am in a different department where i do not have direct contact with customers. acknowledge others fellings helps improving my communication skills in general thank you for this video ❤❤❤❤
Ma'am how to be you po? Kidding aside i really love to have how you speak spontaneous,clear,preciseand no fillers I like your voice its so nice to hear some content creator have irritating voice i end up not finishing their video
Thank you ♥️ but It's a prerecorded video so I had plenty of time to prepare. :)
I love your channel so much. It is so addictive. Can you do a mock call for the Food Delivery Account? Thank you so much and I hope more successful videos to come:)
Noted!
Cx: Who are making this new policies. It keeps changing and confusing me as a customer.
Me (Agent): Corporate.
Cx: Of course
Love that you use the adjective "meh." Probably less than half the native English speakers in the world know that.
love this
1st. More videos PO 😘
Thank you
Grabe i rate ur call
RS,RFT, =100👏👏👏👏
NPS=10👏👏👏👏👏👏
MINSAN TALAGA KAPAG DI KO NA PROVIDE ANG GANITONG CUSTOMER SERVICE PARANG NA DI DISCOURAGE AKO SA TRABAHO KO. THAT'S WHY I LEFT LAST 2 MONTHS AGO. I mean it's not like I'm a quitter but I need to develop my skills and knowledge deeper and when I get back again,,l'll be more effective and efficient as an agent.🤧
Hi thanks for this video what can you recommend to study about this acc.?
Good morning, i wish you good return
I WANT TO RESIGN
Been watching your posts for a week now and i think it's really helpful. Im a newbie in the call center,im gonna start soon.i'll be handling retail account/ amazon.dont have any idea would u give a tutorial on how to handle retail account? Thank you♥️
Noted.
@@Kwestyon thank u po♥️♥️♥️
Un abrazo desde Colombia....honey!!!
Troubleshooting is hard esp if u know na service center lang ang kahahantungan matinding empath
Thanks
Omg it is really the way how it goes with me and the cx,,😂
Hello maam, im your new watcher here, and i really find your vids helpful as for me, new in the bpo industry and i really appreciate if u could make a mock call vid for a comcast account please 🥺 thanks in advance
kung may graveyard shift, meron ding graveyard account 😂 and that is Telco pero in fairness mahahasa ka talaga.
hi..I love your accent..I wanna download some native speakers like you suggested in your other videos but instead I would love if you read a speach and that would be the one I would be downloading.😂😂
Hi My name is Rico I Love your Videos 😘😍🥰
Hello, i liked this video it was helpful.
could you create a mock course for Disney+ customer service? 🤔🙂
my spirit is claire but i must be candance lmao 😂
To be honest, Telco account ang ayaw ko ma handle. Na overwhelmed account sa dami ng concern. Sinadya ko mali ang isagot sa exam ng T-Mobile para wag pumasa.🤭 If I may request can you make a video about "content moderator" account? ☺️☺️
Same! While applying, I'm wishing na di ako sa telco matapat. It's very draining kahit anlaki ng incentives
@@palestinevenezia1964 Sa T-Mobile kasi 8 ang concern na pwede namin e handle. Tama ka Malaki nga daw incentive Jan sa Telco.🤭
More Telco Account related contents po pleaseeeee ^ ^
Noted.
I'm starting next week, this video is very helpful 🩷🩷 I struggled a lot with talking to customers, I had a few dsat in my previous job :((
Maam sana makapag upload kapa po ng mga tungkol sa telco account hahaha thank you!
Okay, meron pa. :)
please let us see thabita radger? how does she look like
Iisa lang po sila. Thabita is Miss Kwestiyon. She's portraying 3 characters here.
@@ericjohnsulla1531 thank you nevertheless I notice Thabita has a 100% usanian accent of a mature woman around her 40s, Kwesyon voce is sweeter and younger and she has some hispanic or asian accent though. Is it my imagination?
Oh with Tabitha, it's a staged recording so I can mimic the American accent better because she needs to be American. When speaking to the camera, it's more spontaneous so my mother tongue is definitely audible. And more so when not on camera 🤭 I slip back to my Bisaya accent. The next time I have to record Tabitha again, I find myself warming up my tongue and mouth to sound more American again. The struggle.
And her voice sounds deeper because i lower its pitch in post production.
@@Kwestyon O my goodness, are-you serious? incredible.This is the most impressive voice play performance I have ever listened to in my whole life. I worked for a contact center called Sprint, Assurance Wireless also known as "the Obama phone" during 3 years. I heard Thabita's similar voices many times in many usanian women. Now I moved to human science. I am a philologist I speak 4 languages so I do appreciate this kinds of voice performance. I am also interested in astrology and I am leading an academical research on sexual racism in my country. May I ask what is your zodiac sign? you must have a tremendously talented mercury in your astral chart. Do you also sing? I said in previous comments that you seem to be a tremendously sexy petite woman, may I please ask how tall are you, if you don't mind? I guess you are about 1,43 centimeters of pure talent.
wow!
Financial account po Next
Wow👏👏👏
❤
❤❤❤
❤
Based on only a few weeks of experience, this doesn't seem real to me. No matter how much you try to appease and suck up to them, some customers just make me want to blow my brains out right after a call. I'm seriously considering quitting. Idk how people can keep doing these jobs without breaking down mentally at some point. I guess im not fit for this job.
❤❤❤❤❤❤
Health Care
Hi , can i have a request, can you make a mock call video , that you were the customer and we are the agent . Like a role play 🥰 please.
That means I'll have to go live. Soon! A month or two from now. Once I have a decent internet connection. The PLDT in Palawan is atrocious! Waiting for Starlink.
@@Kwestyon looking forward to it ! 🥰 By the way . Thank you so much for your videos it helps me a lot ♥️
wait lang, she said there might be somethings that dislodged inside so lets do hard reset?
me: what?????! if there's something that got dislodged inside then thats a hardware problem, hard reset wont fix it coz its not a software.
me as a tech support 🤯🤯🤯
meh customer service is literally tenured idk what u guys on about
imagine all of agent have skills like this 💙💙💙 im not really that kind of person giving comment all the time but ilove it so i do now keep it up and continue inspires people regardless for those who are hired because we can still learn from it. sending lots of love 💚🩵❤️💙
❤❤❤