Positive Scripting in Call Center Customer Service (With Sample Verbiages)
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- เผยแพร่เมื่อ 2 ก.ค. 2024
- In this video, I share some examples of positive scripting in the call center. It's very important that you know how to respond to your customers in a positive manner because this will make your conversation less stressful.
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Thanks so much for watching. See you again!
⭐️ Hope you've learned something about positive scripting. Comment your questions below. 💗
Rea Ninja I’m still new in call center right now and I am taking now the training I’m in the process of learning the flow how to speak how to use the acknowledgement and the sympathy how to solve or resolve the given situation and I’m still very confusing regarding the flow I feel that I cannot pass the training because I’m the environment of call center is berry different from my past work exp. I don’t know if could handle the call center environment how will I answer the call without making mistake because we need to follow the procedure of how to answer and resolve and many many more that I cannot accomodate in my head it’s like my brain will explode can you help me 🥺
Hi maam rea. I've watched your videos and I can say that it is very informative. But most of your videos are all about customer services representative. May mga videos ka po ba about technical service representative?
Miss Rea, I have a scenario like this: My Interviewer ask me to "Not to acccept the returning product from the costumer because the costumer says that she wants to return the product because it is costly. The product is ballpen costing $20. How would I Respond to this question?
Hi maam, can you answer this in your own. As if the client sayingg...
" this is the 3rd time i have been transfered. All i want to do is get my issue resolved.I am tired of being transferred can please help me?"
Thank you in advance maam❤
Me: Thank you for calling blah blah. How can I may you today?
Customer: Your F*cking TV is not working, I am a nurse and I am working all day living my day without entertainment.
Me: I apologize for the inconvenience and understand where you coming from. Let me check your account and check on whats going on, but before that I'd like to take this opportunity to thank you for all that you've done for our country to fight against the virus. I cant believe I am speaking to a hero.
Customer: Smiled and cried ❤
Wow
Did you really said that? 😏 Or you just come up with that, just because you watch this video.
Non blaming language.
"The fees cannot be removed".
"Have i addressed all your concerns today?.
Thanks. Excellent advices.
I am struggling on how to be positive all the time when taking calls and this was really helpful. Thumbs up for you ate! Thank you so much!
Same here... I wanna sound positive but never comes the positive words 😂
just maintain a positive attitude and your calls will follow.
Here I am again. My journey in call center industry from interview to training (looking forward to regularization) ate Rea's videos is one of my power tool now
When you were sharing the negative hypothetical situation about "shoes" I really felt sadness myself because I began to think for those kids who are in bad situations or even more for those families who does not budget to get food or supplies. Thanks Rea for your lessons.
Instead of saying cannot, say "however" and provide a diff option. 😊
"Mr. Sherbatzy, its already within 4hrs from the actual flight departure and we can only rebook a flight if its beyond 4hrs from the actual flight departure. However, upon checking, i saw days that are still available. Do you want me to rebook this flight on those days, instead? "
I like how you said "Have I addressed all of your concern today?"
Now, I'm about to take my first interview in my whole life at Alorica through phone call. Your videos are helpful thank you!
Thank you for all of your advices I feel thankful for all your tips that you always give us
Thanks Rea for the videos. It does help me a lot!
Hi Rea! We're on our third week of training now and I just want to thank you for all your videos, it helped me a lot... My trainer told me that I'm improving. Thank you so much! 💕 more powers to you! God bless
Welcome ❤ Happy to know that you're improving. 😊
Hello, Rea.. Blesses for u, u have helped me a lot, u don't have idea of how each of ur tips works as magic when I'm working on the line, and something exists in ur videos that makes all easier to apply.
I’ve been watching your videos since the day I subscribed to your channel and I would like to express my gratitude to you Ma’am Rhea because I got hired last October 7, 2019. It’s my fifth day now in training.
Congrats Gilbert ❤ Thank you for watching my videos.
Thank you so much Rea ninja for your tips it really helps.
Awesome! This is really helpful. Thank you, Coach Rea! ❤️
This is a great help, thank you💕 Shout out to my colleagues who are also watching this and thank you Ms. P for recommending this❤️
Welcome. Thanks to all of you who are watching. ❤🙏
Why my account was overcharge.?
"Mr.customer the reason why your account was overcharge because the system detected that the payment was received after the due date".
I loved your concept of empathy.
Thank you, you are lovely and clever! 💜🏵
Appreciate it ❤
Absolutely love this😊😊😊
Thank you so much for this as not only it applies to VOICE Agents but CHAT as well. It's tenfold difficult to provide reassuring and affirming statements as tone/voice is not heard and that you have to battle on how they understand and think. I learned so much.
Glad to hear that ;)
Lovely tips, definitely will help me with my upcoming customer service job.
Loved the how I met your mother references
Thanks Ahmed! 😊 Ahh you noticed the HIMYM. A lot of my trainees didn't know the characters. LOL
Amazing video! This is really helpful, thank you so much! 💗
You're welcome, Jerico! Glad to know my video helps. ❤
I love your videos and you too! As a new call center agent, I find your tips pretty useful.
Happy to hear that, Carlos ❤️
Very useful Rea !!!. Thank you for sharing your videos in English in that way a lot of people can understand you. And I just got hired 😎
Congrats!! ❤ Thank you for watching. 🤗
Hi miss rea thank you for the tips.I got a new job in bpo.your such a blessing to me..hopefully i will pass all the trainings and because of your video's I Am optimistic that there's a posibilities that i could survive and pass all the trainings given in the company.
Congrats ❤❤
this makes 100% sense, its all about triggering the positive emotions in people, not the negative ones. thanks a lot ninja.
sanjay sutherland Welcome! 😃 You're right - trigger the positive emotions especially in negative situations.
Thankyou so much Ms. Rea I really really need to practice this 😁
I liked that you used the characters of How I Met Your Mother as examples. I'm also a big fan! It made it more fun
That's good to know. I used them as examples in my class once and nobody knew them haha. 😂
Thank you so much I've learned a Lot. Thank you so much
Since it's my first time to be in a voice account, your videos are really helpful to me. Little by little my stats are going up. Thank you so much, more power and God bless ❤️
Wow, I'm so happy to know that :)
Thank you for your videos, and God bless ❤️
Thank you po Ate Rea, nagagamit ko po yung positive script niyo po everytime mag ttransfer ako ng call
Wonderful, thanks Ninja
Depending on the situation.. but this all can be help.. thank you for your tips. Im still on our training hopefully i can use this spiels to pass my certification.. Thanks...
Welcome! Good luck on your training. 🙏🙂
Hi Rea! I'm a registered nurse with no call center experience at all. For the past 2 months of working in the BPO industry, I would say I have learned a lot.
Your videos are a great help. Especially the 'connect you over' script.
God bless you and more power!
😊😊😊
I'm happy to hear that! 💗 Thanks as well for being here. Wish you all the best in your new career. 😊
Thanks for tips and additional spiels that I can use on our account. Hopefully I can pass our nesting ... But all of your videos help a lot for a call center virgin like ... Thanks a lot Ms Rea..
Welcome and good luck with your nesting. ❤
Thank you for you help!
Hi Ms. Rea. I am already regular employee now. I am top 4 agent for the month of July.. thank you for the motivation and tips
Congrats ❤🤗
I came back to my comment. Lol... Update transferred to new account na ako kasi nag close yung old account namin... And I am on training now still because of watching your videos I am getting a lot of take aways
Great talk
Hello Ms. Rea. I'll be having my training next Monday and I want to thank u for uploading useful videos that might help everyone. Thanks to your videos I passed my first ever application in a BPO industry. :)
Happy to know that, Lyra! ❤ Glad to help. And congrats to you! 😊
Perfect content, learnt a lot
Nice channel. Thanks for sharing your ideas.
I like how you used himym last names 😁
And the video is also helpful, thank you!
Glad you liked it!! Love HIMYM and I find that a lot of my viewers don't recognize it haha
This helps a lot. I'm a newbie and I have a hard time finding positive scripting. 😿
Thank you Ms. Rea for your vlog page. You inspire me to enter the journey with BPO company. 😍
You're welcome! Happy to know that. Good luck with your journey. 😊💞
Love ya Ms Rea. Thanksss
Thank you to these kind of tutorial videos it is really a great help for me as a beginner in this BPO industry, God bless always...
Welcome Marilou. Glad to help ❤
Very nice!
The surnames are from my favorite series which is HIMYM 😄 awesome!!!
Yess same here ❤
i love all your videos, i have learned and improved so much.
Happy to know ❤❤
Thank you!
Great , only quibble don't promise what cant be delivered. Usage of the impersonal is great to diffuse away from negative personal hooks - very Buddhist. Thanks Rea, recommended your teachings to my call centre,
Wow, happy to know that! Thanks so much for watching! ❤
Thanks for the tips miss ninja😘 As a call center virgin, this is really a big help for me!😍
Glad to know it helps Mikaila. All the best! :)
Thank you maam.😍😘
Hi, Ms. Rea! Im always watching your videos. and YES!!! Finally after 3 trials of applying in different bpo company, I just passed my final interview yesterday from one of the bpo company here at Batanggas. Im so trying hard to enter in this kind of industry. Haha. I hope I can learn more from your videos, because I think I do have grammar issues and that mother tounge thing. Godbless!!! ❤
Hi Hazelle!! Congrats for passing your final interview. Good to know you never gave up. Thanks for watching my videos. Good luck on your training! Go for it. 😊💗
At&t agent taas kamay need naten tlga toh ahaah
i hope miss rhea you can make a video about outbound call especially to how to persuade your customer to buy your products. thank you
Thank you so much for your sharing .i am interested to apply in bdo ..beacuse i belived i can do it and challenging..i hope .ill will be hired in the future. By for now.im studying and practicing .to improve and learn about the industry and learning fluent
Really need this! Wooh! :)
Thanks ❤️
I like the positive scripting in which we avoid blaming the customer… instead of saying you did not pay, you rather say because there was no payment made
keep up the good job madam. hehe. ur great. 😊
Thank you Matt! 😊❤
It helps me alot now i am a call center hopper😂😂😂
very informative
thank you Rea
😂
i just started at the prod this week it will be my 3rd week, i watched more of your videos and also watched them again. first bpo of mine hehehe
NINJAAAASSS!!
Sounds like medyaaasss LOL hello😂
grabi salamat kaayu ! tanan videos gamit kayu 😁 proud to be bisaya. jud
❤😊🙏🏼
Thank you for this. I just got hired ^_^
Wow congrats!! Happy for you ❤
Hi!! Thank u so much for the videos they’ve been very helpful ♥️ I was wondering how I could tell a customer that I can’t transfer them because the department is currently closed, I’ve had very hard calls because customers want to speak to a manager but I can’t transfer :(
"Mr. Customer, as much as I'd love to connect you, currently the department is closed. It opens at 8am-8pm daily." (mention the operating hours, hopefully you're allowed to say it or offer a call back if possible). Ask your supervisor what other options you can give. 🙂
Also, why can't you transfer to a manager?
Glad to know the vids help. Thanks for watching. 🙏
@@ReaNinja A lot of managers do NOT want to take escalated calls, so they have customers cb.
All these has a positive effects on all kinds of relationships may it be business or non-business relationships.
hello, i really like your videos. this will help me a lot. but i have a question actually a lot of question about different scenarios. first ,how to handle a scenario wherein you've already explained the whole thing to a customer but still didn't get it?
Hello! Great video! Question tho, in the other video, using “but” triggers something negative in the receiver. Using “and” doesn’t seem natural. How do we turn the situation around?
When connecting to another department.
"Mr.customer your concern is specialized under our technical department. But don't worry I'll connect you over to them and rest assured they can help you out today. Please extend your patience :)"
That is really good!!!
I will use this, thank you!!
i agree cal center ninja positive scripting is inportant.
Me: Hi!!!! (happy tone and happy face), thank you for calling *****, how may I help?
Cx: Why is mah bill so freaking haaaaay???😠
Me: sabi ko... Whoa whoa whoa wait. (Black new yorker accent) First of all, the day is great. You don't deserve getting all these wrinkles on your face! tawa si customer eh. Why don't we pull up your account and let's see what's going on. And while i'm doing so, grab a cup of coffee for you and me. I like mine black; 2 teaspoons, no sugar.
confidence is the key.
Customer: stop fooling around
I'm gonna copy this hahaha
I heard all the time about confidence but how? I am dealing with english, the call, the process at the same time. I want to cry.
@@lala-no6hn fake it until you make it. Try to imagine yourself in your customers' shoes tapos sabihin mo that you would feel the same way
@@UsapangLawSchool thanks ;)
Morning I really like your videos, they are very helpful. I'm working in a call center, debt collection agency, it's all about dealing with debtors . But for me to handle a debtor and convince this person to pay the bill he or she owed it's not easy , at this point I will need your help
Thats true. Maybe Ill have a video about that in the future.
"i need a refund...."
"fees?! That shouldn't be the case! Upon checking, the account is in good standing! Ill take care of the fees for you... Give me a couple of minutes.."
So if its something that could trigger negative make it non personal this happens(determined). If its something that could trigger positive make it positively personal.
Hi Rhea can u do a video regarding on how to sell a product during the Final interview and account validation pls? Specially in booking a hotel reservation or a ticketing airline....it has something to do with all in sales..pls help. Thanks a lot.
Katrinavaness Fregonel I haven't worked in sales yet. 😂 But I'll see what I can do. I have scheduled videos though so if your concern is urgent, i might not be able to come up with a video in time for your need. 🤔 ill do my best. :)
thanks for this. it is very helpful for me.
Thank you very much po! 💓 pwede po mag request ? How to improve accent in english 😊
Welcome Kirk. This might help th-cam.com/video/67AiVenzMZg/w-d-xo.html 🙂
I want to ask for a advice over the phone call. I hope you help me.
Hi Ms. Rhea! Can you give some tips on how to make a value in a product? For example, the value of the specs in a phone (camera, screen, battery, etc (
Not sure what you mean. Do you mean value = benefit?
@@ReaNinja yes, but the thing is Ms. Rhea, in our training benefit is different from value. So it's really hard to think of any... Value and benefit are almost the same right?
Your videos helped me so much!!! Not just in positive scripts but you made me positive with this video Ate Rea! It's almost my training (travel account)🙏🏻 May Godbless you ate Rea☝🏻
So happy to hear that. All the best Nick! 💗
need positive script.how to informed them about their acct.status.
Uhmm.. If they give me a script to answer the questions.. What if I wanted to change it? Is it okay to do it in mock calls to not follow 'some'. Just like in when asking 'Is there anything else that you need/that I can help you with today', I will tell 'Have I address all your concerns today'?
Most likely you can tweak your spiels but best to ask your trainer because each account has its own guidelines.
Miss ninja. I badly need your help if it's okay with you. I dont know how to start building a rapport can u pls give me some examples?i would really appreciate it
Practice it with your friends first. Have a conversation with them so that you will be more comfortable saying your statements (like asking the customers "how are you?", etc). Practice is the key. 😊
i need help how to assist customer if their issue is unresolved and the only option is to pay their bill...😓😓😓
Can you send me scripting on empathy statements
Ninja when you are fresh the outsource firm don't give much information about salary especially in out bound telemarketing where they say its a target based job meet the leads and get your money is that right??
And please tell me for callbound calls how many calls should be per day ?
Really depends on the company. I'd say that if they cannot give information about the salary, something's shady. It should be in the contract at least for the basic pay and allowances. Bonuses or incentives are a different story because those are constantly changing so they will only give estimates. As for the number of calls, it largely varies on the company or account so there's no fixed number I can give.
Thank you so much Ninja you such an active youtuber.
Actually operation manager told me that its not customer service either sale
In sale you are always based on your leads for compensation
Your pay has no limit
And yeah he told me you would required to meet certain small number of leads to save your basics?
What would be a good positive language for this? " looks like you missed your last appointment, would you like to reschedule ".
"Mr/s. Smith, the previous appointment was scheduled at 4:30pm. I'd be happy to re-schedule it at a more convenient time for you."
Can any one send me the customer service chat scripts for Damage/Defective, Cancellation of order and modification of Order?
Shout sa wave 76 iloilo site hahaha sharawwt kay vanessa grupo hahah
Hi! Call center Ninja..😊
Hello Apol 😊
Meron ka ba mga rapport samples kasi konti rapport ko
can u please help me with the mock call which i need to take care as i am a new hire (fresher) of online retailer customer representative......
Hello Pavani! I have videos about mock calls here:
th-cam.com/video/6HxH3Q-c7zg/w-d-xo.html
th-cam.com/video/E1r8u10tDGU/w-d-xo.html
th-cam.com/video/stZVkeKiFsM/w-d-xo.html
Call Center Ninja thank you ... I do watch them for sure ...
Hi maam, can you answer this in your own. As if the client sayingg...
" this is the 3rd time i have been transfered. All i want to do is get my issue resolved.I am tired of being transferred can please help me?"
Thank you in advance maam @Ria Ninja ❤
Mosby and Sherbatsky... No bloody idea where you took them from :P Remember that nothing suits a customer service agent like a suit.
LOL :)
FIRST!!!
Hey
Hello kaNINJA 😁
Jayson Cruza Pecho Hello! 😅
I always watch your video at 1.5x Playback Speed
Okieee