How to Empathize in Call Center Customer Service | Scripts, Mock Calls
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- เผยแพร่เมื่อ 14 มิ.ย. 2024
- Here are 6 recordings of customer service scenarios demonstrating different ways to empathize with customers. Depending on the situation that each customer is in, empathy statements can slightly vary. Each mock call contains scripts and explanations.
00:00 Description
00:22 1. A casual mention of an unfortunate event
02:21 2. Emotional/chatty customer
07:00 3. Excited customer
09:00 4. No resolution, verbally abusive, wrong customer
12:37 5. No resolution, calm, wrong customer
15:50 6. Company’s fault
19:28 SUMMARY
Text format of this video: kwestyon.com/how-to-show-empa...
#customerservice #callcenter #empathy #bpo #bpocompany
![ช้างศึกสู้ต่อไป!! พาเปียโน ดูบอลไทยครั้งแรก ตกรอบแบบโคตรเสียดาย!! l [Nickynachat]](http://i.ytimg.com/vi/4WloIH645Lg/mqdefault.jpg)
10 THINGS TO NOT SAY IN CUSTOMER SERVICE: th-cam.com/video/4nIFfylV0S4/w-d-xo.html&ab_channel=Kwestyon
Hi po miss i've been watching ur video for a long time now and im very grateful dahil po nakapasa ako sa initial and final interview ko po. My training starts next week account ko po Tmobile can u make a video kung pano po call flow ng account na un mny thanks po love ur video 😘
Your videos do help so much. Thank you 🙏
Hi mam , please can you paste the link here
I'm a customer advisor french speaking from Tunisia and I deeply rely on your videos to improve my english skills as a customer advisor - Thank you so much.
Im currentiy working as an agent advisor, and based to your videos my speech n ways to treat a CX, you ve been crucial to improved, my profesionalism!!!!
I am ecstatict with your whole mock calls..
Appreciate to be crucial in my job!!
Best regards:
Jesus Esquivel
❤❤😂😊
Bro I wanna learn French can you tell me a way
This was my request!!!
Thanks Ate Sheena!
Next naman po is how to escalate a call if the client is requesting for a supervisor.
Noted!
The customer who received a cutting board cracked me up 😂😂😂
thank you so much! I come from the Philippines and migrated here in the US and work in the library setting dealing with customer service, this is a great help for me, thank you so much! for sharing your experiences, knowledge, effort and generosity for sharing.
Wassup, Candice.!!
Out of all the videos that tackles everything abt BPO,,
U 're the only one i listen to..
Aside from your beautiful natural way of speaking,,ur whole communication skills sounds natural & not memorized,,also,, this is one of the things that shows even w/tenured agents,, they deliver the memorized spiel like a song..! An ugly, cheap songs.!
I've been in BPO industry for almost 2 years now, your videos helped me alot when I started my carrer. Your voice, videos rathered has been part of my everyday life. I'm listening to your videos before going to sleep hahha. Anyway I just want to thank you big time for being informative.. Looking forward for new updates
Thank you! This truly means a lot to me.
I am looking forward to coming back here to share a testimony of a wonderful performance as I would be starting new training after this break. Thanks for the great job you are doing!
thankk uu so much, ate sheena! u're such a blessing for us who just started in bpo industry! looking forward to this! 🥺💗
Thank you so much for this Sheena. It's very helpful. I would like to suggest for the next topic on how can we deliver bad news in a positive way or how can we deal with situations if all of the options are laid out and cx doesn't want to accept any of it.
You mean positive scripting, right?
I've watched a lot of your videos and tbh it really helped me so much 💯 you present examples and advices that makes me feel that it's okay and valid not to have flaw free answers during an interview as long as you are sure, confident, understandable and your answers are accurate to the questions. And by that, it made me feel comfortable when answering interview questions, I didn't feel pressured. When I passed the initial interview and i was told there will be a mock call (which ended up to be a mock chat) and i was worried about that, thank goodness we had a break before the final interview so i watched your mock call videos. And you are one of the reasons (if not, the 90% of the outcome) why I passed my mock chat and final interview. You helped in many ways and i really thank you soooo much!!! More power to you 🥰💯
That's so great to hear. ♥️ Congratulations! 🔥🔥🔥
Very timely! I'm currently taking CS training. Appreciated it a lot!!
You are incredible and simply top of the world. You have enlightened me in every conceiveable way. I have been watching a lot of videos and I nvere resonated with most of them but yours, oh boy. I am so happy that I finally stumbled upon something that means a great deal to me. Now I don't need to go elsewhere. Thanks for such wonderful videos.
Sheena you are God sent. As a non native english speaker your videos give me confident in being to express myself. Thank you so much❤❤
Thank you for this mock calls , are very useful to me.
this is the topic that I have been waiting for
remember the time that I'm still an applicant for my first bpo company... your videos really help me a lot! Now I'm already a Customer Service Representative for 1 year and a half already. 😊
Me too, her videos were always my references
Thanks a lot for your hard work. This really help us 💪🏼
Hi, ms. sheena! 😅
thank you for a new video❤
really appreciated🎉
I hope you will create a mock call in the future about financial acc with scenario collecting debt & other scenarios about financial with empathy/sympathy&assurance as well.♥️♥️ thank you so much ate.🤗
Thank you so much Ms Candice you've been so helpful for all of us. ❤❤❤
you are really good at teaching about call center, your videos are helping me a lot.
now watching it, so helpful, I'll have an interview later, and I'm sure I'll be hired. i declare that. thank yo kwestyon videos!
Thank you !!! Your video is so amazing .I love it !!!
With this tips. Of yours I will ensure all is put into practices .
Thankyou for this, really need this to improve my AER. -also from financial accounts. Relate much!!!
Thank you for sharing us all this pretty nice advice I love you❤
This is a big help. I'm in a CS Training now and this helps me a lot. I hope that you would create more videos about Customer Service or being a CSR❤
THANKYOU I FOR YOUR VIDEOS I PASSED THE FINAL INTERVIEW YOU HELP ME A LOT😭❤️🔥
Im on my training days..thankyou for all your videos,i've been watching them all for ideas..wish me luck to get the job..God Bless!
Another great video as always!!! ❤
thank so much. my knowledge has been improve due to your videos.
YAY! WAITING FOR THISSSS!!!!
I wish I saw this earlier 😢 Somehow I could've passed our mock call assessment.
Nice. I really learned from this channel.
Thank you so much. really big help. 😊
Isa po kayo sa mga pinapanood ko before ako nakapasok sa BPO. Thank you po sa mga tips nyo po
Please do more videos like this. It helps a lot po. Thank you!
All I can say is that I have spoken with people who would laugh, rather than crying or getting really angry. Those type of callers are the ones that want a resolution, but will definitely never shop back again. Those calls you have to be super careful with your wording.
Indeed.
Thank you po.
Sobrang amazed na amazed tlaga po ako sa iyo the way you speak English. And nalaman ko po na 2 years din pla kayo and super ang galing nyo po. Na-encourage ako,sabi ko sana maging katulad nyo rin ako po. Kasi minsan wala ako confidence lalo na kapag 4 years course mga nakakasama ko sa interview and ang dami pa experiences. Thank you, nabuhayan ako ng loob. Kaya ko rin yan😇
Mostly sa feedback saakin ay Lacking of Emphaty sa recent Audit sakin. Thank you for this video Kwestyon! Dami ko natutunan.
Hirap mag empathy minsan heheh
I really love when your smile ❤️
thank you for this
Ma'am yours video inspired me to good work with English conversation .
Hello Sheena 💜 from the start of my journey in callcenter I always watched your videos .thank you so much it really help me a lot😊😊😊 PS :I like your look now ❤❤❤
very helpful video ♥️
Thank you! ❤❤
You’re the best 👏🏿❤️
very useful!!! could you kindly create scenarios about requesting refunds for purchases, about customer complains from a bad experience in coffee shops like starbucks?? I would appreciate it.
Thank you 🙏🏻
Hi there! This is Francy speaking from Colombia. I really would appreciate if you can make a video related to collections skills for inbound calls. Thanks for your remarkable work ❤🎉
I really like your vedios thanks so much.
i always watch your video 🥰 and thank you for all the advices that you create here in YT, because of you ate I passed may final interview last week in sitel ❤️.
Congratulations!
I remember the last time I empathized with a customer I say,
"And for that I give you a condolence."
My TL walked by and heard it he was shocked as well as me.
🤣🤣🤣
Haha u just say my Apologies
Hi sheena Ive been watching your videos since the day I tried to apply in BPO company, I been rejected for almost four times, But Waching your videos boost my confidence and expand my knowledge. And now, Im in Nesting☺️ Wish me luck and thank you so much for sharing your Ideas❤
continue plz
we need more tutorial about soft skills but full episodes
The pronunciation and the voice ❤❤
super nonchalant ko tambay muna ako here hahaha
Thanks a lot ma'am empthatize is the one of the factor to give customer what they felt . It look like your the one who used Thier shoes.
Miss watching your videos❤
Hi @kwestyon do you have a list for collections empathy statements? Thank you. I'm on my training right and my trainer told me to research and I know you are the right person for this matter. Thank you in advance. ❤
I discover in you a success source
Top notch
Helpfull viedo
Hi @kwestyon .. Do you have any video regarding travels like. How to take an esclation call??
Thanks shena for all your vids..can you make more mock call about customer recieved high bill from their expected one
Noted
Shena you have a beautiful voice
I love herrr❤❤❤❤
Excellent channel, just a questions do you have some mock call video with respec to retentions?
Not yet but I'll make some soon.
@@Kwestyon Thank you, I'll be aware ✨
Hi Sheena I am struggling on how to pass the.mock call ...can you coach me😢
What will happen if I don’t pass my training? Thanks to you I passed my final interview and I’m currently discussing my Job offer with the call center that I applied 😇
Congratulations!
If you don't pass the training, they'll probably reprofile you to another account if possible. But I think it's rare to not pass unless the account is difficult.
Hi Ms. Kwestyon, sana may makagawa kayo ng Competency based interview salamat.
Solo puedo imaginar lo difícil que debe ser.
can you create ba video for financial account, credit cards? I'm on my training phase with finance and I'm having trouble 😅
that's my next video but I'm not sure if I can upload it on time for you :( It might take some time
What are the sympathy can we use for chat support
One thing to note is that these "cliches" are actually what people use in day to day life. If you over personalize your reply, it may seem like you are intrusive and exaggerating. Be particularly aware of what words people use in a specific country. So don't be afraid to use cliches, but make sure to do your best to sound authentic and spontaneous, and of course, empathetic.
Please can you make a video of Proper ways of probing for telco thanks.
This mock call should have some probing parts in it: Telco Mock Call, No Internet - Call Center
th-cam.com/video/9n84Nrsjh1A/w-d-xo.html
Hi there kwestyon may I ask for you to create a financial account mock call specifically on refund that haven't received after 7 business days of waiting.. looking forward to that. Thanks and God bless
Noted.
@@Kwestyon p
@@Kwestyon p
Hi Ms. Sheena, would you mind creating a response to the customer that their not renewing their contract? context is you are the renewal sales rep. and you sent the 1st email (120 days in advance for expiration of license) notice regarding to their renewal and they call for cancellation. Your help will be highly appreciated. Thank you.
Is this like a retention department?
hi guys anyone na may insomnia or sleep disorder din na nag pursue mag BPO, naging ok lang ba sleep niyo after mag adjust sa morning na tulog?? im planning na mag CC na kasi
Goodday Maam Sheina.
Badly needed help.
Im been 1 year in my company and this is my first bpo company as well.
My prob is this past months i cannot meet my metrics.
I have a lot of dsats lately.
The customers concerned was delayed order/ driver returned and the only resolution is to process a refund.but the customer dont want that reso they want it to deliver again.
Easy right?but the thing is we are not allowed to do it.we are not allowede to do outbound calls.
We are not allowed to call the driver/store or the carrier.
We are not allowed to place the order of the customer as well.
So besides "i hope you will not take it againts to me" what else can i do? So that i can recieved a possitive surveys?
Thank you
P
P
Pp
Goodeve po how long will it take to start my training po? I just got my JO but I haven’t had my training It’s almost a week now after I got my Job offer but still no estimate on when is my training. Thank you
Hello, have you tried following up with the company?
Hi ma'am can you do an opening spiel ma'am?
TM ano ba yan kahit serado ang data ko nawala pa ang load ko tapos ma received ko na ginamit ko internet,TM ayusin nyo naman Pera ang ginamit para mag load ndi bato!8
is it possible to encounter an abusive customer like that during mock call? im just curious...hope you notice me maam.thanks
Yes, absolutely possible. Sometimes worse, other times only a little irate.
Thanks po sa tips ❤❤❤ nakapasok rin sa vxi✊😭
Congratulations!
Can u pls do a mock call for technical? Thank you so much❤
Where are you from ?
She's from the Philippines
She's from the Philippines. She both acts as the agent and the customer.
Madam kya rate hai apkaaa
Ang hirap Naman 🤣
How about not using "I'm, I, etc..
Why not?
P
P
Ma'am❤ tu look tired [ 200 years of sleeping in] Airshow Bowainsmate Hot lipstick magnum ice cream 😮😮😮 FAA Hank Williams haaaaa😮😮😮
Hi, can u make a mock call and interview about home warranty? I have a final interview on may. And don't have an idea about home warranty! 😭😭 Pls. Help me. 🥲