Mock Call with a Verbally Abusive Customer (with Explanation)
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- เผยแพร่เมื่อ 26 เม.ย. 2021
- Here's a mock call with a verbally abusive customer. In this call, the customer was cursing and personally attacking the call center agent. This will show you how to handle an irate and verbally abusive customer over the phone.
#mockcall #kwestyon #callcentertips
Now I realized how hard to be a call center agent. My respect to all call center agents out there.
x2
Call center worker here. Thanks for your understanding. Also, this video is super accurate of the reality about call centers. Now try saying what the agent from this video said, but only with passive language and without negative wording such as can't, there isn't and so on.
Glad you realize that. I'm a customer service agent, and it's really hard dealing with situations like this. I've experienced the personal F Bomb abuse from a customer before, and it was very unpleasant.
This is innocent compared to what we go through
This call is so realistic. Every call center agent will definitely can connect
Kung ako pa ani? Release the call oi!!!! Buang bayhana!
Definitely! I'm from Brazil and currently working at a call center. Even from a another culture and language, it's so satisfying to see how customers behavior are so similar.
Yea the customers like to interrupt and find fault
So glad I no longer work in call centres, had too many customers that did this
Kulang sa sigaw ung irate caller. Lahat ng irate callers ko sigaw ng sigaw lol
Lesson: If you let the customer speaks too much, then the customer owns you. An agent must be firm with his words.
this is partially misrepresentation of call centre🤣 agents are not so polite....AND they should not be AND must not be...
It’s those surveys after the call.
@@kousik8042that's good to know.. Customers deserve hell as well😂
I left the call-center industry and my mental health improved. Not only you have to deal with rude customers, you also have to deal with the long-term health issues of working in the night shift.
Hahahha you left call center and your mental improve here i am newly joining and i am on training so much scared what if i fail my certificate clearification test hahhahah
@@nanaochristian77 I’m starting to get concerned lol
Oh my god. I'm now getting concerned. I'm waiting for an interview and just realized that I really have to prepare for this and I am lacking a lot and now I saw your comment. 🥺 But this is a high paying job right? Is it not worth it?
No job is easy even street sweeping is difficult.
@@nanaochristian77 you will not fail, and even if you did not pass the test they would still give you a chance to be part of the company
Customers fight for everything, they will always want to be right and some of them are so miserable fighting and arguing for a 10usd promo code 😂😂
Yey, they will use $20 worth of their own time to chase a $2 discount .
Everyday affair😂😂😂
Title should be *How to deal with Karens*
Hahahaha you should have more likes 😂
You're video is definitely a good help not only for newbies but for those tenured agents who still rattle/ mishandle this type of customer. I'm so grateful that your channel exist to help me keep in track 😊
❤️❤️❤️ thank you!
Wow I needed this kind of video more the customer are so ungrateful disrespectful that they say whatever they like
definitely guide for newbies and lax tenured ones
❤️❤️
Ma’am i need a script of this video many thanks in advance
Omg! Tabitha seems like the customers I’m dealing every shift. Same words.
This mock call is so close to reality! Bravo!
Compared to most of the abusive customers I have dealt with in Logistics over the last 15 years, this customer was a calm and respectful individual.... again, comparatively. I'd love to see a truly aggressive and abusive customer call.
You wouldn't, the call will be over before it's started
I want to see a raging customer. Literally screaming 😂.
The fact that it is her own voice that she's arguing with and the reaction is super real.
I thought Candace was talking to someone else (not Candace's voice herself) on the other end of the line? The customer sounds like a native English speaker.
Rey to rrrrrr
Nop it's not her own voice. The customer's voice sounds like someone between 40-50 years old
She said it herself. It is her own voice. She just edited it and changed the way she speak so that it will sound realistic.
@@kennyak8088 she said that her self honey
This happened because the previous lazy agent didn't took the time to look for details in the invoice and leave the issue unresolved. But the cust saw that as an opportunity to get away with the voucher. This is very common
THIS IS SO REAL!! for those experienced agent, you feel this! right?😂😂
I am a call center agent myself for 3 years already. Encountering these kind of customers is really toxic, that is why I have VERY HIGH RESPECT for people working in customer service especially in call centers.
That is why I never believed in the saying "CUSTOMERS ARE ALWAYS RIGHT" - They have rights but not always right
Same, exactly!
I served my time!!!!!!!!!!
@@y.t.a180 🤍🤍🤍
Minsan company's fault pa kung bakit nagbibehave ang mga costumer's agressively (SMART and GLOBE)
I'm not a CC but I also don't believe "customer is always right" 'cos "everyone has rights". 🤷🏻♀️
Correct
I REALLY ADMIRE YOUUUU😩💕 BECAUSE OF YOUR VIDS I PASSED ON EVERY ASSESMENT AND I AM NOW ON TRAINING 💕 YOU DESERVE A LOT OF APPRECIATION 💕 SENDING VIRTUAL HUGS FROM YOU MS. KWESTYONNN THANKYOU SO MUCHHHHHH!!💖
Congrats and thank you! ❤️
ULOL hahaha
That's true.. keep up the good work...
you still work there? gotta be a high turnover rate in this field
Hello, I am in need of a job, is your company hiring? I have 4 years of exp in call center, also, are you from Thailand?
It was a great mock call...I was amazed how the agent stayed calm and trying to solve the solve the issue professionally.
P
Ll
Her contents definitely deserves more recognition. Her portrayal of call center scenario feels scary but this is reality and it will make us prepared before we encounter irate customers like these. salute✊🏻
Wow! This is really so realistic! I heard those exact words from an actual customer 👏👏
O
This was the kind of rude customer I had earlier 😭 customer is verbally attacking, then backtracking their words saying "I'm not attacking you personally its the company you're working for, even if I'm saying you I'm talking about the company" I've worked for TSR for 6 years and due to redeployment became a CSR, I feel quite loss, thank you for your video it's very informative and I'll probably need to watch it for 30+ times now
Grabe lalo akong Humanga sainyo on how you handle such a Presured Situation, this Person deserve much more followers and subscribers, his Videos are really worth to watch and much to Learn with.
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her videos
Hello Kwestyn,
When i was preparing for my Call Center representative interview last month, I watched loads of your videos.
By God's grace, I got the job last week, your videos contrinbuted alot. I am thankful.
God bless you and keep making rhese videos.
I would love to say
Congratulations! You deserve it for your effort.
I left this job with anxiety and heart problems. God bless those that do this long term. 3 years was enough
3 year is impressive.
I'm not all the way through yet. I can tell she's/you are experienced, but the first day of my training (and this advice served me well over 2 years) is that you empathize, but NEVER apologize. Apologies can make an irate customer worse.
I like da way candice do her mock call it's so realistic though it's just an act out. Her expressions seem to be real More mock calls
I've worked at a call centre for almost 5 years. Oddly enough, I've only ever had to deal with 2 abusive customers that resulted in disconnecting the call. One of the customers had their number black listed due to threat of violence.
Other than that, plenty of irate customers. I let them talk it out, confirm what they have said to me to show that I am understanding correctly and then offer the solution. Works pretty well for me!
This girl did such a good job. Her facial expressions were on point too. Great Job!
6 years in TMobile as tech support. Finally, signing off this end of month. It was too late to realize, I've lost my sanity for 6 years. It was never good for my mental health. Gave everything to these customers but they will still rate you zero. Just so you know, if you rate 0 to the question "How do you recommend TMobile?", you are rating 0 to the agent's whole team. Maybe 60 people or more. Agents are not only stressed because they got zero but they are also stressed because the whole team is going to curse him.
You still have 6 years of reps that you can now roll into another opportunity or a new business.
I work in customer service as (receptionist) it's a part of the job to encounter this type of customer. You can't avoid this to happen you just need to deal with it professionally. Unfortunately, it is not only happen in calls but counter to counter. My Restaurant Manager once said this to me that, " Don't let them control you, you should control them." She said those not to take it personally and handle it professionally.
Very good advice
Her facial expressions are exactly the same as in a real case.💯👏
Wow this is one of the most accurate mock calls that I've ever seen! Great job!
Added to favorites, because I MUST rewatch this when there's a need to understand more on how to deal with an irate customer. This is the demonstration we need to see especially for those beginners. I really love how you deescalated the situation, compose yourself, and how you try to keep the conversation moving, since that's always the problem I see in the production floor, even on me. When the customers try to take authority over the call, we tend to over empathize and get stuck with it. I have to rewatch this if ever I forget my takeaways in here. Thank you for this video, Kwestyon.
No
So real. The customers always want everything for free. I'm not sure what is wrong with them. A very stressful job.
So realistic and helpful, I'm a trainer in the largest call center in Egypt, we are handling local and off-shore accounts. I find it so helpful for me and I'll recommend your channel to all agents so expect a large number of likes or subscriptions, you deserve it. I have checked many videos but yours is the most helpful and realistic:)
انهي شركة في مصر؟
Geez! I missed working in a call center challenging, but once you resolved their issue, it feels great. I can not believe that I'd stay in the call center industry for six long years. BTW GREAT CONTENT! Very detailed.
What crazy this video! About 7 years ago I worked for an international call center, in a campaign in Spanish assisting Latino people from USA in activations on modems for internet and cable boxes for TV. Several times, I had to calm down to people very rude/ impolite. They didn't understand the work procedures to offer a good customer service. Congratulations for this work and video.
This brings back the trauma I had in my previous job. It was a telco account. For a newbie, all of us struggled. Good thing that this video showed up, we can see what we can improve on. Thank you so much!
I found myself invested in the outcome! hahah! Candice for the win! this is super relatable can't tell you how many times I've experienced this happening at work.
this is more informative than the trainings i had before\
I have this type of call then i just issued unwarranted refund then it was audited by the client hahahaha then i always trigger the customer for sup. Call because i really dont know how to handle this type of call haha. Thank you for this video, superb! This call happens normally on a live call and this is the best example that i've watched so far
I love the accent and the call flow was surreal! These kind of video should be use for call center training.. kudos Kwestyon 🥰 thank you for making videos for BPO peeps :) and for aspiring BPOs :)
Best ever call centre videos I come across my whole life! The woman with impeccable English, stunning personality, razor sharp knowledge, eye for details , and the great ability to cover every aspect of scenarios inside the call centre.. simply out of this world!!
Thank you! I love that you had emotional in your voice (towards the end of the call before hanging up) because you are not a robot.
Thank you so much for this Ms. Sheena! I've experienced a lot of this calls so I did not know how to cut off the conversation every time the customer becomes irate and upset. I wanted to lessen the call time recording to my calls because they keep blabbering, I'll take note of this one ❤❤
I can relate to these, whenever I take calls I can't help it to be nervous. I am praying always to not deal with this kind of clients.
Omg yes very relatable
I feel the same as you, I always prayed to have kind customers instead
I feel you too ser my account is related to banking and I'm really scared dealing this kind of customer 😂
Superb job with this video. Mann I remember the hard times I've had with such calls. Eventhough I've handled those well, I still remember the bad mood or such low vibe and feeling bad on such a day. This video reminded me of those feelings. It's so real.
I came here because I'll be a call center soon. This is helpful. Thank you
Hi Ms. Sheina. I really admire you. And to tell you, you are one who helped me a lot during my application to my first BPO job. By watching your videos, I got a lot of ideas on how to handle customers, getting some techniques. And I am happy to tell you that I am now on my 6th month on the BPO company where I am working now. I am now a regular employee. Thank you so much. And I will keep watching your videos💕💕💕
Congratulations, Alvin! That's so heartwarming to hear. Thank you and I wish you the best of luck on your journey. Here's to more success in your life. 💪🥳🥳🥳
I'm planning to apply a call center but before I want to learn more about cc in TH-cam and I found your channel thank a lot for sharing your knowledge to us. .
Sorry luv l, you’re not qualified! Check your grammar!
You are so amazing! But I almost collapsed when I saw someone's head behind you at 15:39. My heart literally went whoops keri whoops! my geee!!!
Sorry! 😅😂🤣
I didn't notice that, then i click it again 😂.
Seriously? I watched it back but I don't see anyone behind her😁
@@crisviadnes170 Look at the bottom left corner next to her arm 😆
hi bestie! i watched your videos last last week to prepare myself for the interview scheduled last week monday and luckily i passed it and now i'm getting ready for my training this coming monday. i just wanna say thank you so much for giving me courage and lots of ideas about working in this industry, i owe you a lot! god bless youuu! 💘
Congrats and good luck, Ed!🥳🥳🥳
good call! I get 3 - 5 shitty calls in one shift. And, I am just glad that the company is paying me enough not quit.
This is really good interview prep! Thank you for making this.
I've been in customer service for 15+ years in restaurants, but I'm trying to transition to customer success / support in tech, and these types of scenarios often are role played during interviews. Since I don't have direct experience with THIS particular type of interaction, I often say the wrong thing, or spend too much time in empathy mode.
Again, thank you! Subscribed :)
Though in most cases, to keep it real, when a customer is way beyond the profanity threshold, we are allowed to drop the call though the proper closing spiel and documentation must be done/given to avoid any possible call outs, coaching and/or termination threats.
Same experience for a retail account here😁 Voucher's, discounts, and the policy's should be discussed to the cx bec. some of them are not reading T&C's. Glad to assist UK cx , they are lovely and less aggresive.
This is just pure gold, i'm getting better every single day, thanks for the videos, and blessings.
I really love how you deliver it clearly and explained it clearly...All of your videos I watch helps me a lot. Keep doing it to help others. Thank you so much. If I would be given a chance, I will ask you as my coach where I can easily adapt your coaching and share to others. Good job
parang ito yung kauna-unahang video sa youtube na di ako nag skip. Thank you so much po for this♥️
I can feel the irritation haha. Customers like this are so freaking freaks.
I am 2 days fresh to this industry. Thankyou so so much for giving me heads up (and strategies) on what I might encounter on next few days. Salamat po
This is very informative and educational for us new to the BPO industry. Keep it up pls.
It is so hard to handle like this. very challenging talaga kapag call center agent ka iba't ibang costumer ang makakausap mo
I have had this EXACT scenario with a customer. It was so real. Too funny. Your strategies work. I wish I had this video when I first started. I learned these exact strategies the hard way. Trial and error. Thanks so much for your service to all of us that work in Call Centers.
grabeng customer na yan mag tatagalog na ako nyan hahahaha
hahahaha huyy nangyari sakin to hahahaha
Sometimes customer service are rude too and when I call and they’re rude my voice raised. Mostly of customer service from Philippines are nice. I used to be a customer service myself here in the US for few years but changed my career.
You are so smart. I just love how you think hard things be fixed so easy. I admire you really..
This is pure gold! Thank you so much for your assistance ❤
I’m glad to have found your content. Amazing work!
i love yah candace .. you inspire me , i want to work in bpo industry after i giving birth .. for now im just listening and try to understand the flow of mockcalls because many employee gets failed in this assesment. so im afraid to be one of them ...ilove your accent and how to speak .. its totally natural ..
i worked for a BPO company for almost two years and i just recently quit in may. but gurl, you’re so good. 👍
Hello, I am in need of a job, is your company hiring? I have 4 years of exp in call center, also, are you from Thailand?
This is exactly what we experienced. Your tips handling irate and abusive customer, i think it's very helpful.
The situation on the call, is something any call centre agent can come across, and be surprised. This video was clearly expressed how such unexpected calls are to be responded. Great video.
I’ve been an agent and I’ll definitely tell her more firm words as “ SCAMMER “ customer. And likewise tell her SAME TO YOU as she’s cursing me. 😒
The call is recorded and that is just too much.
PS… I have more irate calls than this. And directly inform my caller that calls are recorded and if lawsuit is applied, it could just return to him…
Abusive callers are usually western calls. Very abusive. And sometimes you have to let them know that NOT ALL CUSTOMER IS ALWAYS RIGHT…
The customer's email had me dead lol.... Thank you! this video helped me a lot!
Im an esl teacher and i experience students who are mean and everything thank you for reminding me to be professional and have empathy 💖 Keep it up candace!!
Thanks a lot for this kind of videos, I was working in call center and the mock calls were the calls more difficult for me , now I'm learning with you how to handle them.
Hi, you might wanna consider making a video about how to properly navigate customers on a certain page. Thanks! ☺️
Customer Service reps especially in technology companies (Computers/Phones) have an extremely difficult job... If there is money involved such as phone carriers, electric, etc. it's even worst.
the guy behind you at the 15:45 mark scared the heck out of me lol
thank you so muuch for your videos! I got hired and will start training this Monday May 3 😍
and now I’m watching your mock call videos for some knowledge
It is very worthy to follow this channel. Very detailed explanation.
Hi, I'm new here in this channel and with the first two videos that I saw I knew that you do an excellent job, thank you for this amazing help. Keep rocking.
Thank you for putting this up, very helpful.
I love this mock call! You are awesome!
Great videos indeed. As a tenured agent myself , i am learning new things from your channel. Just subscribed now and will be looking forward for new videos.
Hello, I am in need of a job, is your company hiring? I have 4 years of exp in call center, also, are you from Thailand?
Whoah.. This is heart pounding!! O_O
Salute to all Call Center agents!
ang galing nyu talaga makipag deal sa ganung klaseng client.. Salute you madam !
galing 5 years na ako sa BPO pero nanonood parin ako mga ganitong videos just to fuel myself malapit na ako ma drain hahaha keep it ma'am
I'm so thankful that this channel exist it's really help for those new in costumer services and you deserve more subscriber i'm glad that i discover your channel 💕👉👈
I'll be having my interview later for an amazing BPO company, thank you for this!!
This is how it should work: Observe-Analyze-Act
Words can not describe how helpful this was thank you thank you thank you
Thank you for the Information Ma'am. And Yes, I do agree that One of the reasons why some of the Customers were became Irate is because the previous agent messed up. Just like in my case, the customer want to take out one of the line on the account( referring to a temporary suspension) but the previous agent process the cancellation instead of suspension.
Kaway-kaway sa mga nasa Telco Account.😂
Ouch.
@@Kwestyon Eyy, thank you for noticing me Ma'am. I really loved your contents coz I found it very helpful.♥️
Been with the industry for quite a while and this is very accurate. I serve 'Karens' almost every day.
Thanks for the video Miss Shaina..I love how to handle the attitude of your customer...hats off to you for your patience..
Such a great help! Thanks Ma'am!
Then a survey!
After checking the call, the team decided it was your fault. Detractors are agents fault by default. hahaha
Where I work, they will listen to the call, and they'll say I did everything I had to do, my performance on the call was amazing, professional and polite... however the csat score cannot be disputed and that is really frustrating, i'll quit soon
It's a hard feeling that you do everything you can then a dsat score will be gave to you by the cx. :(
thanks to your video i past the interview and I'm on the training now but still watching for more knowledge keep it up 😊😊🙏🙏
This is so real! And yes, I had no choice but to disconnect while a customer is cursing at me but I also need to say my closing spiel lol
Ms @Kwestyon I really appreciate the tips and conversation owning tactics that you show... The situation that we have to learn when we are doing phone customer service it is not taking personal, we work as messengers and we are following determined protocols and policies... Acting neutral and not taking it personal it is key...! Thank you thank you...! Very appreciated...!✨✨✨
Oh my goodness im almost having a heart attack🤬😡😅 well done! This seems so realistic. Everyone working in the CS field must learn from this video. 🤩