Thank you maam. I would like to say that there are two reasons why most of our customers need assistance. One is technical problems and one is HOW TO use the product. I am a professional at both and we'll get this resolved (WE-meaning a team). Now, let's get started. Are you familiar with how to operate the device? If not, let's learn it here so you may enjoy your product.
I actually applaud this company for showing a call like this. All it takes is 1 misunderstanding, it doesn't even have to be anyone's fault, and as soon as you show signs of frustra, even just slightly raising your voice or getting defensive... instant supervisor call.
"I understand where you're coming from, that's why I'm trying to help you." yung tono at stress nung pagkakasabi, minsan hindi tayo aware na we sound differently and it's giving the customer an impression that we're impatient. yan ang part na medyo mahirap i-master pag nasa call center ka. kudos to you folks for making these kind of vids. BPO is a booming indutry in the Phil. This is very helpful indeed
And that is where I came in later in that career. We often had network issues so the computers were down. The call center was down. Most supervisors had the reps sit at there desks waiting for the network to come back up. STUPID. I called them into our humongous cafeteria (like a friggin airline terminal, it was big), and we snacked and discussed most frequent customer call in topics. They loved it. No longer just tied to a computer than had the information (but not intuitive enough) I trained them on real issues, real time (sort of), and how to move away from the 'script' responses and act like they're sitting NEXT to the customer, not on a phone - personalize it, it works much better. I'm not spewing just words here, but words that WORK - both for the call agent and the customer. Too bad I hated being in a corporate environment, more of an outdoor tradesman, but I do believe I was one of the best influences in making our call center the best. Treat the customer as a friend and you'll get much farther.
@@hgr4255 it was the first experience last night as a call center boy, it's really hard to deal with the costumers. What is so disappointing to me is that I got hundreds of calls but most of them did not even talk to me properly, a lot of them were abusive, disrespectful and repugnant. It wasn't a good experience yet I hope to learn the skills of dealing with costumers effectively but so far I am dissapointed, people were so disrespectful which made me a bot down even though I won't lose hope and courage.
this video is one of the most helpful tips on how to get back on your track when you are in the wrong lane especially for newbies. in BPO world, there are some situations that you can encounter such as in this vid that they intend not to taught during your training days so that is where your natural skills will apply. nice job people for the nice vid!
WIth all my comments on professionalism and how to handle a customer I MUST say that the Philippine call agents, in general, are the best trained, most polite and most patient of any call center in recent times. Good work and good words to them, they management staff and the company. I'm retired but would LOVE to assist others part time here in Angeles City and give them the skills that made me a top tech rep, supervisor and (over 2,000 staff) call center manager. Anyone interested in hiring a part time old guy?
In my opinion, when Rachel told the customer to unpair the device, cx could have said Rachel that she dont have problem in pairing her device. In that way, Rachel may understood what the cx really asked for. Sometimes, when we were exhausted from the last call, we tend to brought it in the next call and that made us forgot what our cx's need/s. Clarifying cx's concern is also helpful when our cx started to feel that we didnt get them. But in this call, i feel that the cx is not geniune. Just an observation. Thank u for reading my comment.
“I wanna know how to use it” “My pleasure, so after ordering sh1t you don’t even know how to use, the next step is checking if it’s compatible, so give me your information so I can check things that were supposed to be verified BEFORE ordering. 🙂” “I wanna speak to a supervisor, you do not know what you’re doing”
@@PinkCheetah011 Im a newly hired in a call center , If it happens that the caller wants to talk with the supervisor. Should i really call out the attention of the supervisor ? I wanna know pls.
@@hadesaches2092 Depends on your companies policy. We as agents must try and de escalate twice before bringing to a super. Because I work remotely, I have to usually set up a call back, because none of our supers EVER respond to our chat msgs. Which leaves you to the wolves. Everything in my call center is geared toward avoiding escalations, and to avoid more call time for the customer. This partly the reason why my company a sub contractor for _Comcast_ has such low customer satisfaction. That and they outsource so they can pay low wage to countries like the Philippines. Then, those agents don't understand English well, so there is a language barrier and the Agents don't understand what they are doing, so the customer gets punted around our transfer system. Making for more low customer satisfaction. Add in our automated calling system and that just makes everything worse for the customer.
can i talk to your supervisor ? why mons can't it be like ... can i talk to ur supervisor ... i wanna hire ur agent in our company to be the nex big boss arghhh :)
mrs.blake just read the headset manual lol :D this is a great help for me i have a simulation test tomorrow and i have 0 background on this field. thankyou for this video.
how it went? i had a "job interview" a while ago, i had 0 experience on call centers, i thought it was going to be a nice interview and stuff, but when i got to the interview they gave me a little manual to read for 5 minutes, i watched a demo call video, and then they took me into a little room and had a simulation call from someone at another country, it didnt went that great as i had 0 experience i didnt showed enough empathy. bummer
One of the most important in call center industry in handling customers is active listening. The customer wants to know how to use the car Bluetooth headset, and yet the CSR advice her to troubleshoot the phone , she also ask her to switch off the phone, at the first place it is not needed because she needs to turn on the Bluetooth device in her headset and that's it, all she needs to do is to remember the instruction given to her, not to troubleshoot the headset.
I hate this everytime I inquire something and the agent on the other line will answer like this. I don't have patience that's why I am asking someone who can help me to make it easier, but if I am being answered with the word, "okay?", I'm sorry, but I would definitely rant until tomorrow.
Call Centers can be extremely fun to work in and at the same time a bit frustrating . Make the best of it have fun and remember that tomorrow is a new day. I loved working in the call center environment... Inbound that it😊
I work in customer service and I know how difficult some customers might be but in this example the agent didn't get what the customer was really looking for. She wanted to know how to use her new headset device and the agent gave troubleshoot instead of explaining how the product works! It was mishandled cause the agent didn't pay enough attention probably for being distracted or lack of language/product knowledge. My advice is to simply ask and figure out what the customer really wants instead of supposing you already know everything just asking : How can I help you? Asking proper questionsis really important before you give the solution and of course put yourself in the customer's shoes by being polite and patient. . :)
It's already paired, means a connection has been between the device. All you have to do now is play any music content lol. CSR failed to listen, client is a dumb ass user.
rene kenshin That also is not what the customer said. She stated that see wanted to know HOW the device worked...agree that customer was a bit of a dumb ass. I would have greatfull to pass that call to my supervisor.
bottom line?.. Rachel receives a "love letter" from the office or worst she got forced to sign a waver a.k.a. "The Terminator". That's how call center works and leaves a psychological impact to the agents..
Lakan Mawe oh that’s terrible! That means, they have incompetent management just like their supervisor reading scripts blaming the agent’s mishandled call.
Mishandled calls happen more often to experienced trouble shooters, then to beginners. Imagine the paring of these devices to be a known failure. Now, as soon as any experienced agent hears the clue words (e.g. "BT-pairing on iPhone4") he'll automaticly start troubleshooting that failure, instead of listening to the customers problem, any further.
Maam, first I'd like to insure we're paired properly. SInce I cannot see your device, tell me what you are seeing to confirm the pairing and then we can continue. PUT THE BALL IN YOUR COURT and you will win the call more than you will lose it.
The agent was suppose to tell the step by step instructions to the customer. Yes,pairing the bluetooth device to the other device is usually the first step if the agent is knowledgable enough about their product she can always instruct e customer in most detailed way. But what happened the agent resorted to trouble shooting instead.
i was once worked at bpo and use to have same issue with some customers. since i was n a newby back then i tend to be so nervous to the point that i wasn't able to probe. all i want is too finish the call hehehe!! well probing is very important to adress the specific concern of a customer. so that you can assist the customer accurately. i missed working though!!😀😀😀😀😀😀😀😀😀😀😀
before i was hired 1st time watch the call cant figured it out whats wrong with call ... now i accidentally watching this video... i figure it out a lot of lapses ... 1st the agent dont know active listening... then she even raise her voice ... number rule is also defend yourself and verify each statement of cx... i realize now there a lot things after 6month of exprience... im ready now again bring it on irate cx !!!
Man, you don't even balanced the situation and instead, you directly blame the rep forgetting where you've started. The reason why you're there is because you need to support them and make confident of what they're doing. We don't deprive reps. Just like when you handle calls you always need to provide solution after we figure out the problem. You resolved a customer's concern but you might have created a problem with the rep.
You've got it right... Hope I cannot hv that kind of leader, instead of teaching her the right way to do, he jst puts the blame on it. Not a good example
Press 1,If you believe in yourself that you have an edge,then go on, as long as you work harder, Press 2 Be positive,you can't let the complainer to change you or make you like them.
Hi guys! I have a spiel Everytime the customer will be looking for a supervisor. :) : Actually ma'am/sir, you are already talking to a representative who is better than a supervisor. Cx: really? : Yes. Actually the company wanted me to be a manager but I declined it. Because if I would be a manager. I would be so busy and don't have time to take a call. I love my job. I love taking calls specially talking to someone like you and make you happy. Just give me one percent of your trust then I'll give you 99% resolution. :) Hope this helps! :)
CALLER: CAN I TALK TO YOUR SUPERVISOR? ME: I'M SORRY BUT OUR SUPERVISOR IS OUT OF THE THE OFFICE, AS OF NOW. I'M THE ONLY ONE WHO'S HERE IN OUR OFFICE RIGHT NOW. 😂 CALLER: Toooot.... Toooot...
Hmmm i find so many flaws on this call first the agent asked cor the name to address the customer properly but at the end she still keep using MAM, 2nd the customer asked how to use the new purchase device i stead she walkthrough on it like a manual in which a customer can read it personally she should have asked what are the especific she needs to knowregarding the device is it about makinga call using the device or accepting calls or turning up or down the volume etc, 3rd dont ever use the sentence I understand you that is why im here to help you instead listen carefully and always put yourself on their shoes and dont change your tone regardless how irrate the caller is. Well this is base on my experience and how i used to handle a call.
+Mark Anthony Minardo it was my pleasure to read it ...cuz I USE TO WORK IN A CALL CENTER AS WELL AND THIS IS EXACTLY HOW TO HANDLE THE CALL ....most of time what happen is we do not pay attention what the customer said I have 3 years working in a call center and I sometimes misshandle the call. it is not cuz i do not know how to do it. it is cuz customer sometimes call asking things rare heehheheh they are really crazy
Rachelle has a friendly tone of voice but honestly she needs to undergo another training. If I were the caller, I would be very upset and she would definitely get a DSAT from me. She also failed the "First Call Resolution" metric. The agent seemed uncertain throughout the call. I've noticed that she kept on saying "Okay" and "Maam". Saying Maam or Sir to a customer is a big NO. You need to address the customer properly by saying their first name. Maam and Sir are only applicable if the customer proactively said that they wanted to be called by that.
Si Meradith Blank- The Parent Trap yung peg lol-love that movie-that blonde publicist who wears red lipstick, red nail polish, drives a convertible, and goes hiking with a Prada backpack lol
Ahhhh... comprehension is lucking about this, I was planning to apply for a job in the call center company and I really need to enhance my listening comprehension skills and I also need to work hard to enhance my accent...
The call was TOTALLY MISHANDLED! a very usual way of addressing a customer Ma'am and sir.. if you ask for their name then adress the cx by their name. secondly the agent's intonation was wrong. She always had rising intonation where she was asking open ended questions.. :) anyway this is just a call simulation to showcase mishandled call. Great job to her ! :)
Sometimes, yong ibang call centers from the Philippines they put you on hold ng matagal tapos maririnig mo sa background nag tatawananat nag chichismisan. Nakakairita din yon sa customers.
The problem was the agent didn't understand the customer's issue which was pairing the Bluetooth to the customer's car, which was the first statement from the customer. The agent only heard the second statement which was "I want to know how to use it". Customer service is not an easy job especially if it is a language barrier.
When I was in Tech Support l, "Can I speak to your Supervisor" is the the line that I always wating for, No more escalation just transfer the call right away
@@hgr4255 and I have no plans to work for you, I'm managing my own business right now, working day shift, working as normal person 😂 bpo is just a last resort for empty pockets 💪
- How was your job interview yesterday? - Well, I entered the office, found a man sitting on a large black leather chair with feet resting on the table... He pointed towards his Laptop, asked me to take it and go outside, then come back and try to sell him the laptop.. He thought himself as actor Leonardo Di Caprio of "The Wolf of Wall Street" movie.. So I took the laptop and left.. - Left...!! Then what? - Nothing 30 minutes later he called me up... begging me to return his laptop to him coz all his work and important documents were in it.. So I asked him: Will you buy it ??
Active listening is very important Marvin but sometimes repeating the question back exactly as heard might produce a clearer response, lending to a more rapid resolution. As a call center manager and a father, this is very important even from our children. Repeat it back and when you hear what you say, you realize you might not have said it properly. Doesn't always work that way, but does so more than not.Professional call center manager of over 2,000 reps during the 90's., retired.
I think to a Newbie CCA a bit nervous beginner for 2weeks to 1 month may experienced this kind of response out of 2nd thought. I think she have to ask the Volume setting on the CP device after paiing on it or check the signal and the insertion on female pin inside the Cellpone too.. i just thought guess then😊🤞
After listening again, it is obvious that the caller is not a genuine caller, maybe a cheaply paid actress. Her tone of voice is also condescending. i think the Filipina could sense that and that payed a part in leading to the failure of this call. The Filipina was trying her best. However, Filipinos don't cope well in these situations and easily lose their patience I feel. That is a weakness of Filipinos. Just take the call, don't take it personally or it will cause you more stress than is necessary. It seems clear to me that the caller works for the company to test if the agent can deal with the pressure of a caller being condescending as she was saying "I've already told you....but I'm not sure if you get what I mean". The Filipina reacted in a way that would only lead to an argument. She needed to remain professional and use language to try to reassure the caller and to diffuse the situation before it escalates. She was being tested but failed in my opinion.
I guess, the agent was intimidated by the rude customer. However, the agent doesn't know how to handle this kind of call due to her might be being nervous, thinking on not to commit error when she's speaking her English sentences.Its understable.
God saved me from working on customer hellish service, BUT in a Service Desk..... i handle users that are beyond stupidity and is not that hard, you just need to be patient and that's it
I think she tried her best. From the beggining it is always good to double check if the device is unpair. However, It is cust. fault because how it is posible that you purchase an item and you don't know how to use it. Though the agent could have asked what do you want to do? Because telling or educating the customers depends on their needs. Which make our job. A litle bit harder.
ONE OF THE THINGS I HATE WHEN CALLING LOCAL CALL CENTERS, ANDAMI DAMING SINASABI, ANDAMI DAMING HINIHINGI BUT AT THE END EH THEY WOULD MAKE A REPORT NA LANG DAW WAHHHH. PLUS, CALLING 10 TIMES, TAKING WITH 10 DIFFERENT AGENTS BUT THE SAAAAME RESPONSE. ZERO!! 😅😅😅😅☺️✌️✌️✌️
Yes lahat na call center ai scripted peru kailangn mo alam mag english kasi meron minsan wala sa script ang sagot so that you must know how to handle your customers
Problem: comprehension The agent should not have said "I understand where you're coming from" twice. She used polite words but her tone was changed a little bit and customers are very particular with this. Send her back to training.
no training can get rid of that reaction. what is needed is experience. the skill in handling calls and how to react on each situation gets acquired eventually. like that of a tempered steel
I must be old..I remember there was a Crystal Gale but completely forgot who she is. Anyway my call was mishandled. Had the agent been able to help me I could have probably stopped the person who ordered two cell phones in my name. Instead she told me there is no supervisor and hung up on me.
On my opinion agent should start by asking question like have customer have done to connect the device...Ask customer some question related to her problem Let customer speak then listen acknowledge and act for resolution
Common sense lol So if he/she already paired the bluetooth device, try to listened music or watched movie to know that the bluetooth device is working😂 Practice lng baka papasa na ako sa last interview ko hahaha
Similarly, I too has bad experience with call center, I think at times they do not understand how we Americans talk sure these call center speak English however understanding English is a different aspects. Understanding English should be the focus of the call NOT how well you speak English.
Simple lang ang concern. How to use the device. Inform the cx when she heard a tone for an incoming call kindly press the button on the device to answer the call. The end. ✌🏻
Nice Australian account day shift.. those wanted to have day shift choose Australian account.. The cx concern is how she use the Bluetooth.. it’s faired already. U can say right after the device faired she can use it. 😎
I can't be an agent. I easily loose my tempah. hahahaha. Or probably the customer will just be pissed. 😂 Don't put the blame on the CS, some customers are jusr asking stupid questions for nothing.
Thank you maam. I would like to say that there are two reasons why most of our customers need assistance. One is technical problems and one is HOW TO use the product. I am a professional at both and we'll get this resolved (WE-meaning a team). Now, let's get started. Are you familiar with how to operate the device? If not, let's learn it here so you may enjoy your product.
I actually applaud this company for showing a call like this. All it takes is 1 misunderstanding, it doesn't even have to be anyone's fault, and as soon as you show signs of frustra, even just slightly raising your voice or getting defensive... instant supervisor call.
"I understand where you're coming from, that's why I'm trying to help you." yung tono at stress nung pagkakasabi, minsan hindi tayo aware na we sound differently and it's giving the customer an impression that we're impatient. yan ang part na medyo mahirap i-master pag nasa call center ka. kudos to you folks for making these kind of vids. BPO is a booming indutry in the Phil. This is very helpful indeed
product knowledge is really significant before you start handling calls on the floor.
And that is where I came in later in that career. We often had network issues so the computers were down. The call center was down. Most supervisors had the reps sit at there desks waiting for the network to come back up. STUPID. I called them into our humongous cafeteria (like a friggin airline terminal, it was big), and we snacked and discussed most frequent customer call in topics. They loved it. No longer just tied to a computer than had the information (but not intuitive enough) I trained them on real issues, real time (sort of), and how to move away from the 'script' responses and act like they're sitting NEXT to the customer, not on a phone - personalize it, it works much better.
I'm not spewing just words here, but words that WORK - both for the call agent and the customer. Too bad I hated being in a corporate environment, more of an outdoor tradesman, but I do believe I was one of the best influences in making our call center the best. Treat the customer as a friend and you'll get much farther.
That is very correct😊
@@hgr4255 I'm going now, Sir To love and to work in a call center😊
@@ciriloiii_1997 Good luck Ceerih. Hope when I have a problem with my WHATEVER you will fix it . ;p)
@@hgr4255 it was the first experience last night as a call center boy, it's really hard to deal with the costumers. What is so disappointing to me is that I got hundreds of calls but most of them did not even talk to me properly, a lot of them were abusive, disrespectful and repugnant. It wasn't a good experience yet I hope to learn the skills of dealing with costumers effectively but so far I am dissapointed, people were so disrespectful which made me a bot down even though I won't lose hope and courage.
this video is one of the most helpful tips on how to get back on your track when you are in the wrong lane especially for newbies. in BPO world, there are some situations that you can encounter such as in this vid that they intend not to taught during your training days so that is where your natural skills will apply. nice job people for the nice vid!
being a customer service representative is not an easy task
She's a technical support worker not csr!
i agree
555555 Posts t3t63tt33t33t35ty5tt5
WIth all my comments on professionalism and how to handle a customer I MUST say that the Philippine call agents, in general, are the best trained, most polite and most patient of any call center in recent times. Good work and good words to them, they management staff and the company. I'm retired but would LOVE to assist others part time here in Angeles City and give them the skills that made me a top tech rep, supervisor and (over 2,000 staff) call center manager. Anyone interested in hiring a part time old guy?
Awesome, salute
will be interested
Even the trainer sounds robotic and i think he's reading something..
I am proud that I was part of this company for 3 years And 6 mos I felt no disputes at all Thank you Magellan
Damn dude, more probing question in order see the root cause so it will not take time and cx will not become irate
Ok Im learn for my track this year thank you so much for this video
In my opinion, when Rachel told the customer to unpair the device, cx could have said Rachel that she dont have problem in pairing her device. In that way, Rachel may understood what the cx really asked for. Sometimes, when we were exhausted from the last call, we tend to brought it in the next call and that made us forgot what our cx's need/s.
Clarifying cx's concern is also helpful when our cx started to feel that we didnt get them.
But in this call, i feel that the cx is not geniune. Just an observation. Thank u for reading my comment.
I highly agree with that. She should have also asked probing questions such is whether the pairing of devices worked or not.
“I wanna know how to use it”
“My pleasure, so after ordering sh1t you don’t even know how to use, the next step is checking if it’s compatible, so give me your information so I can check things that were supposed to be verified BEFORE ordering. 🙂”
“I wanna speak to a supervisor, you do not know what you’re doing”
Oh my... listen actively to the customer please. Always watch your tone and make sure you understand the customer's concern.
Getting the key words of the concern, proving then provide resolution and explain why.
"can I speak with a supervisor?" my favourite part, that way I no longer have to deal with the customer.
😂😂😂😂😂
Same! Lol, I'm like surrrrre, no problem let me go ahead and get my supervisor right now for you. So I can be done with them..
@@PinkCheetah011 Im a newly hired in a call center , If it happens that the caller wants to talk with the supervisor. Should i really call out the attention of the supervisor ? I wanna know pls.
@@hadesaches2092
Depends on your companies policy. We as agents must try and de escalate twice before bringing to a super. Because I work remotely, I have to usually set up a call back, because none of our supers EVER respond to our chat msgs. Which leaves you to the wolves. Everything in my call center is geared toward avoiding escalations, and to avoid more call time for the customer. This partly the reason why my company a sub contractor for _Comcast_ has such low customer satisfaction. That and they outsource so they can pay low wage to countries like the Philippines. Then, those agents don't understand English well, so there is a language barrier and the Agents don't understand what they are doing, so the customer gets punted around our transfer system. Making for more low customer satisfaction. Add in our automated calling system and that just makes everything worse for the customer.
😂🤣🤣 That’s my fav part tooooo “please hold for a supervisor “ inside voice : finally
.. the scariest part.." can I talk to your Supervisor.."..
Lol
+Владимир Дьяконов
porke madali lang sayo.
can i talk to your supervisor ? why mons can't it be like ... can i talk to ur supervisor ... i wanna hire ur agent in our company to be the nex big boss arghhh :)
tell them. s/he is not available at this time..s/he is busy right now in meeting.
nah im like fine
The CSR should ask the cx if she tried to play music with the new paired device...
mrs.blake just read the headset manual lol :D this is a great help for me i have a simulation test tomorrow and i have 0 background on this field. thankyou for this video.
how it went? i had a "job interview" a while ago, i had 0 experience on call centers, i thought it was going to be a nice interview and stuff, but when i got to the interview they gave me a little manual to read for 5 minutes, i watched a demo call video, and then they took me into a little room and had a simulation call from someone at another country, it didnt went that great as i had 0 experience i didnt showed enough empathy. bummer
+wfn00b that's alright mate just try again. we have had the same set of interview i think. i failed 2 times and passed. goodluck on your career.
One of the most important in call center industry in handling customers is active listening. The customer wants to know how to use the car Bluetooth headset, and yet the CSR advice her to troubleshoot the phone , she also ask her to switch off the phone, at the first place it is not needed because she needs to turn on the Bluetooth device in her headset and that's it, all she needs to do is to remember the instruction given to her, not to troubleshoot the headset.
7 years ago, pinanuod ko to nung newbie pa ko sa BPO industry. Ngaun, TL na ko for 5 years sa isang Healthcare account.
more on active listening and probing i guess the key for this role playing :)
In a nutshell, you got it.
What type of questions would you ask when she says I’d like to know how this device works? Like what would you say after that?
"..that's why I'm trying to help you, okay?" ~ this aggravates callers.
correct. don't say it, just do it! this statement annoys callers.
Yeah. I cringed when I heard that.
I hate this everytime I inquire something and the agent on the other line will answer like this. I don't have patience that's why I am asking someone who can help me to make it easier, but if I am being answered with the word, "okay?", I'm sorry, but I would definitely rant until tomorrow.
Call Centers can be extremely fun to work in and at the same time a bit frustrating . Make the best of it have fun and remember that tomorrow is a new day. I loved working in the call center environment... Inbound that it😊
product knowledge is a must to make sure its compatible
I work in customer service and I know how difficult some customers might be but in this example the agent didn't get what the customer was really looking for. She wanted to know how to use her new headset device and the agent gave troubleshoot instead of explaining how the product works! It was mishandled cause the agent didn't pay enough attention probably for being distracted or lack of language/product knowledge. My advice is to simply ask and figure out what the customer really wants instead of supposing you already know everything just asking : How can I help you? Asking proper questionsis really important before you give the solution and of course put yourself in the customer's shoes by being polite and patient. . :)
This is a good video because we learn not only from the presenter but also from the feedbacker. Kudos!
for tech support its a best way to learn.
It's already paired, means a connection has been between the device. All you have to do now is play any music content lol. CSR failed to listen, client is a dumb ass user.
rene kenshin That also is not what the customer said. She stated that see wanted to know HOW the device worked...agree that customer was a bit of a dumb ass. I would have greatfull to pass that call to my supervisor.
put the headphones on lol
Exactly
The CSR failed to understand the situation
i understand where the agent comes from... a supervisor who loves ah ehm ah ... make it more credibly intimidating as if it's in real life duh :)
bottom line?.. Rachel receives a "love letter" from the office or worst she got forced to sign a waver a.k.a. "The Terminator". That's how call center works and leaves a psychological impact to the agents..
Lakan Mawe oh that’s terrible! That means, they have incompetent management just like their supervisor reading scripts blaming the agent’s mishandled call.
And then she raised her voice, more than the customer
Mishandled calls happen more often to experienced trouble shooters, then to beginners.
Imagine the paring of these devices to be a known failure. Now, as soon as any experienced agent hears the clue words (e.g. "BT-pairing on iPhone4") he'll automaticly start troubleshooting that failure, instead of listening to the customers problem, any further.
Maam, first I'd like to insure we're paired properly. SInce I cannot see your device, tell me what you are seeing to confirm the pairing and then we can continue. PUT THE BALL IN YOUR COURT and you will win the call more than you will lose it.
Agent is right doing the troubleshooting for her to find out if it is really the phone that is having the problem or connected device of the cx..
The agent was suppose to tell the step by step instructions to the customer. Yes,pairing the bluetooth device to the other device is usually the first step if the agent is knowledgable enough about their product she can always instruct e customer in most detailed way. But what happened the agent resorted to trouble shooting instead.
The tone of her voice changes like if she was more frustrated than the customer. Baka antok na si ate kaya hindi na nya naintindihan yung concern.
i was once worked at bpo and use to have same issue with some customers. since i was n a newby back then i tend to be so nervous to the point that i wasn't able to probe. all i want is too finish the call hehehe!! well probing is very important to adress the specific concern of a customer. so that you can assist the customer accurately. i missed working though!!😀😀😀😀😀😀😀😀😀😀😀
Sa BPO k nag work dati? Look at your gramm...
before i was hired 1st time watch the call cant figured it out whats wrong with call ... now i accidentally watching this video... i figure it out a lot of lapses ... 1st the agent dont know active listening... then she even raise her voice ... number rule is also defend yourself and verify each statement of cx... i realize now there a lot things after 6month of exprience... im ready now again bring it on irate cx !!!
Even the supervisor himself sounds robotic and rhetorical!
The caller is from Philippines. Just talk in Tagalog so its easier for the two of you to communicate.
Man, you don't even balanced the situation and instead, you directly blame the rep forgetting where you've started. The reason why you're there is because you need to support them and make confident of what they're doing. We don't deprive reps. Just like when you handle calls you always need to provide solution after we figure out the problem. You resolved a customer's concern but you might have created a problem with the rep.
I agree
Up for this!
thank you sir 😭
You've got it right... Hope I cannot hv that kind of leader, instead of teaching her the right way to do, he jst puts the blame on it. Not a good example
nice one sir... thumbs up.. most of the SME's are blaming right away the agent..
Press 1,If you believe in yourself that you have an edge,then go on, as long as you work harder,
Press 2 Be positive,you can't let the complainer to change you or make you like them.
wtf?going around in circles for 20 minutes but the call only lasted around 5 min
The name of the customer is from a movie called the The Parent Trap 😂
😂🤣🤣🤣🤣
Hi guys! I have a spiel Everytime the customer will be looking for a supervisor. :)
: Actually ma'am/sir, you are already talking to a representative who is better than a supervisor.
Cx: really?
: Yes. Actually the company wanted me to be a manager but I declined it. Because if I would be a manager. I would be so busy and don't have time to take a call. I love my job. I love taking calls specially talking to someone like you and make you happy. Just give me one percent of your trust then I'll give you 99% resolution. :)
Hope this helps! :)
I like this idea ! It shows sarcasm but I like this very much ! Thank you for sharing
Wow. ❤
Yes Maam, Please check your settings.😅
CALLER: CAN I TALK TO YOUR SUPERVISOR?
ME: I'M SORRY BUT OUR SUPERVISOR IS OUT OF THE THE OFFICE, AS OF NOW. I'M THE ONLY ONE WHO'S HERE IN OUR OFFICE RIGHT NOW. 😂
CALLER: Toooot.... Toooot...
Hmmm i find so many flaws on this call first the agent asked cor the name to address the customer properly but at the end she still keep using MAM, 2nd the customer asked how to use the new purchase device i stead she walkthrough on it like a manual in which a customer can read it personally she should have asked what are the especific she needs to knowregarding the device is it about makinga call using the device or accepting calls or turning up or down the volume etc, 3rd dont ever use the sentence I understand you that is why im here to help you instead listen carefully and always put yourself on their shoes and dont change your tone regardless how irrate the caller is. Well this is base on my experience and how i used to handle a call.
+Mark Anthony Minardo it was my pleasure to read it ...cuz I USE TO WORK IN A CALL CENTER AS WELL AND THIS IS EXACTLY HOW TO HANDLE THE CALL ....most of time what happen is we do not pay attention what the customer said I have 3 years working in a call center and I sometimes misshandle the call. it is not cuz i do not know how to do it. it is cuz customer sometimes call asking things rare heehheheh they are really crazy
+pablo rodriguez or they ask in the wrong way. Some need to make it clear what they want.
Jhi
alorica guidelines hahhaaha
Rachelle has a friendly tone of voice but honestly she needs to undergo another training. If I were the caller, I would be very upset and she would definitely get a DSAT from me. She also failed the "First Call Resolution" metric. The agent seemed uncertain throughout the call. I've noticed that she kept on saying "Okay" and "Maam". Saying Maam or Sir to a customer is a big NO. You need to address the customer properly by saying their first name. Maam and Sir are only applicable if the customer proactively said that they wanted to be called by that.
Si Meradith Blank- The Parent Trap yung peg lol-love that movie-that blonde publicist who wears red lipstick, red nail polish, drives a convertible, and goes hiking with a Prada backpack lol
Ahhhh... comprehension is lucking about this, I was planning to apply for a job in the call center company and I really need to enhance my listening comprehension skills and I also need to work hard to enhance my accent...
The call was TOTALLY MISHANDLED! a very usual way of addressing a customer Ma'am and sir.. if you ask for their name then adress the cx by their name. secondly the agent's intonation was wrong. She always had rising intonation where she was asking open ended questions.. :) anyway this is just a call simulation to showcase mishandled call. Great job to her ! :)
I firmly disagree, it was NOT totally mishandled. I hope you are not a trainer with that assumption. Please, dear God I hope not.
Sometimes, yong ibang call centers from the Philippines they put you on hold ng matagal tapos maririnig mo sa background nag tatawananat nag chichismisan. Nakakairita din yon sa customers.
Don't stop improving... 🙏
BEST POST, THANK YOU.
I cant believe that the male supervisor was reading what he was saying. Of course, he has poor communication skills.
Is it correct if the rep should've said "go to the music player and check if the Bluetooth device is working now" ?
The problem was the agent didn't understand the customer's issue which was pairing the Bluetooth to the customer's car, which was the first statement from the customer. The agent only heard the second statement which was "I want to know how to use it". Customer service is not an easy job especially if it is a language barrier.
When I was in Tech Support l, "Can I speak to your Supervisor" is the the line that I always wating for, No more escalation just transfer the call right away
But a lot of dumbass "supervisors" don't accept the escalated calls 'coz they think you're not probing enough.
@@kathquiaoit9123 that was my training days tho.. They don't have a choice 😅
Hahaha sana all po
You would not last long in my tech support facility. Perhaps McDonalds might be better for you, easier for sure.
@@hgr4255 and I have no plans to work for you, I'm managing my own business right now, working day shift, working as normal person 😂 bpo is just a last resort for empty pockets 💪
this is scary can someone make a video on how to solve this kind of situation
- How was your job interview yesterday?
- Well, I entered the office, found a man sitting on a large black leather chair with feet resting on the table...
He pointed towards his Laptop, asked me to take it and go outside, then come back and try to sell him the laptop.. He thought himself as actor Leonardo Di Caprio of "The Wolf of Wall Street" movie..
So I took the laptop and left..
- Left...!! Then what?
- Nothing 30 minutes later he called me up... begging me to return his laptop to him coz all his work and important documents were in it..
So I asked him: Will you buy it ??
You nailed it 🤣
Loved this! smart move.😂
This made my day.
😂😂😂😂😂
🤣🤣
I also agree on the statement that the agent seemed to get irritated by the customer based on how she raised her tone..
I don’t even get an important points from the SME 😂
Every good conversation always starts with ACTIVE listening....
Active listening is very important Marvin but sometimes repeating the question back exactly as heard might produce a clearer response, lending to a more rapid resolution. As a call center manager and a father, this is very important even from our children. Repeat it back and when you hear what you say, you realize you might not have said it properly. Doesn't always work that way, but does so more than not.Professional call center manager of over 2,000 reps during the 90's., retired.
I think to a Newbie CCA a bit nervous beginner for 2weeks to 1 month may experienced this kind of response out of 2nd thought.
I think she have to ask the Volume setting on the CP device after paiing on it or check the signal and the insertion on female pin inside the Cellpone too.. i just thought guess then😊🤞
" I'm just trying to help you " is a no no for customer service
Call center agent is a very descent job. You get a descent pay but if you want to be treated as a human being turndown a call center job.
Descent into what? Huh?
After listening again, it is obvious that the caller is not a genuine caller, maybe a cheaply paid actress. Her tone of voice is also condescending. i think the Filipina could sense that and that payed a part in leading to the failure of this call. The Filipina was trying her best. However, Filipinos don't cope well in these situations and easily lose their patience I feel. That is a weakness of Filipinos. Just take the call, don't take it personally or it will cause you more stress than is necessary. It seems clear to me that the caller works for the company to test if the agent can deal with the pressure of a caller being condescending as she was saying "I've already told you....but I'm not sure if you get what I mean". The Filipina reacted in a way that would only lead to an argument. She needed to remain professional and use language to try to reassure the caller and to diffuse the situation before it escalates. She was being tested but failed in my opinion.
they are acting for this video to give an example for mishandled calls
Yeah. But you cannot just remain calm in times like that. Easier said than done 😉
shantytown Uhm for the record this is not an actual call I think this is just a toturial video or like an example video...
tangna ang haba ng comment, di naman pala inintinding maigi hahaha..
Yea. Its just an actress haha obvious.
I understand where ypu're coming from lol
Lupit ng mock call ah.
Yes you can talk to my supervisor. But you may not😂😂
Whahahahah can I hold you forever?
I think at First she should ask the customer if she already read the manual, because naturally every Item must have manual.
True, but be careful how you word it. Don't want to start out with a negative attitude by the customer. Maybe walk then through it as you go.
I guess, the agent was intimidated by the rude customer. However, the agent doesn't know how to handle this kind of call due to her might be being nervous, thinking on not to commit error when she's speaking her English sentences.Its understable.
God saved me from working on customer hellish service, BUT in a Service Desk..... i handle users that are beyond stupidity and is not that hard, you just need to be patient and that's it
I think she tried her best. From the beggining it is always good to double check if the device is unpair. However, It is cust. fault because how it is posible that you purchase an item and you don't know how to use it. Though the agent could have asked what do you want to do? Because telling or educating the customers depends on their needs. Which make our job. A litle bit harder.
The customer just wanted to know on how to use that certain device, she didn't say that it is not working at all.
ONE OF THE THINGS I HATE WHEN CALLING LOCAL CALL CENTERS, ANDAMI DAMING SINASABI, ANDAMI DAMING HINIHINGI BUT AT THE END EH THEY WOULD MAKE A REPORT NA LANG DAW WAHHHH. PLUS, CALLING 10 TIMES, TAKING WITH 10 DIFFERENT AGENTS BUT THE SAAAAME RESPONSE. ZERO!! 😅😅😅😅☺️✌️✌️✌️
They are forced to say that. Kung hindi, scores nila lang ang babagsak. So be patient na lang.
It is for Quality Assurance, madam
Roses are red..
The skies are blue...
You buy Headset for the iPhone and you don't know how to use it, so did you... Fakku!
Hahaha
Stop calling "Mam" Active listening
Yes lahat na call center ai scripted peru kailangn mo alam mag english kasi meron minsan wala sa script ang sagot so that you must know how to handle your customers
guide lang dapat yung script, hindi kailangan i-repeat sa lahat ng call.
exactly the agent sounded robotic... the cx is just asking how the device work... simply as that...
Problem: comprehension
The agent should not have said "I understand where you're coming from" twice.
She used polite words but her tone was changed a little bit and customers are very particular with this.
Send her back to training.
no training can get rid of that reaction. what is needed is experience. the skill in handling calls and how to react on each situation gets acquired eventually. like that of a tempered steel
As what I can see it, it was just a sample call. Not the actual call.
Are you named for the American Country Western singer ?
yes :)
I must be old..I remember there was a Crystal Gale but completely forgot who she is. Anyway my call was mishandled. Had the agent been able to help me I could have probably stopped the person who ordered two cell phones in my name. Instead she told me there is no supervisor and hung up on me.
On my opinion agent should start by asking question like have customer have done to connect the device...Ask customer some question related to her problem
Let customer speak then listen acknowledge and act for resolution
@Lester pa upodate po. for aiming the situation to everybody.
Go straight to the point.. She kept saying I am trying to help you.. Go on straight with the method..
just read the instructions!!! you don't need to ask it!! hello!!
is tony stark is allow to work as call center in ph? probably not
we should apologize to this uncertain thing
try to understand the're customer's needs and wants this in not the customer satisfaction
lol
What ? Haha
If you already paired the device with your phone, then why you need to know how to use it ? O.o
Common sense lol
So if he/she already paired the bluetooth device, try to listened music or watched movie to know that the bluetooth device is working😂
Practice lng baka papasa na ako sa last interview ko hahaha
Mr Oh made me watch this 100/10
Similarly, I too has bad experience with call center, I think at times they do not understand how we Americans talk sure these call center speak English however understanding English is a different aspects. Understanding English should be the focus of the call NOT how well you speak English.
Lack of probhing questions.... the agent failed to ask questions to investigate why the item is not working....
I think it was just a simple product query and no need to troubleshoot
It is always easier to play a game when looking from the outside.
I would like to apply for a new card member because the old one has been lost.
EXACTLY. I think.
I'm tired giving compliment to that customer so I shut down
for me the most difficult language is Spanish because where this language is spoken there are many ways to make it
Patient is the key and always put a cold tone in speaking clients :)
active listening
Simple lang ang concern. How to use the device. Inform the cx when she heard a tone for an incoming call kindly press the button on the device to answer the call. The end. ✌🏻
Meredith Blake? really? like in the movie The Parent Trap! LOL
Gosh. That lady!
Wait, so what do you say to the customer then? When they asked "I want to know how to use it"
Nice Australian account day shift.. those wanted to have day shift choose Australian account..
The cx concern is how she use the Bluetooth.. it’s faired already.
U can say right after the device faired she can use it. 😎
I can't be an agent. I easily loose my tempah. hahahaha. Or probably the customer will just be pissed. 😂 Don't put the blame on the CS, some customers are jusr asking stupid questions for nothing.
Well, good that you are not an agent. It's not for everyone.