Customer Service English: Calming Frustrated Customers

แชร์
ฝัง
  • เผยแพร่เมื่อ 24 ธ.ค. 2024

ความคิดเห็น • 66

  • @dailytipstop1469
    @dailytipstop1469 ปีที่แล้ว +91

    I apologize for the inconvenience.
    I apologize for any frustration this may have caused.
    I'm so sorry this has happened.
    I'm here to help in any way can, and I apologize for the frustration you're experiencing.
    I know this is frustrating, but I and here to assist you and find a solution.

  • @cristiandominguezramirez9778
    @cristiandominguezramirez9778 ปีที่แล้ว +23

    My very first video from you was about this same topic, I think one year and a half ago... Today I am really grateful to you for all your content.

  • @saralosier5277
    @saralosier5277 ปีที่แล้ว +131

    Having worked as a QA in CS, I find "I apologize for the inconvenience" gets used so much by agents that it comes off as insincere. As an acknowledgement , I like to use "I'm so sorry to hear this, I understand how frustrating this kind of situation can be".

    • @sirjavi1
      @sirjavi1 ปีที่แล้ว +8

      Like, you are very sincere with the other phrases...

    • @_Davia_
      @_Davia_ ปีที่แล้ว +1

      ​@@sirjavi1😂

    • @margaritavalarezo1525
      @margaritavalarezo1525 ปีที่แล้ว +1

      Excellent idea! 😂 thank you 🙏 for start teaching with empathy!❤
      Let’s work together! ❤❤❤
      Thank you! 🙏
      Sound excellent!

    • @margaritavalarezo1525
      @margaritavalarezo1525 ปีที่แล้ว

      And yours-peak English so clear!

    • @itsADHDforME
      @itsADHDforME 7 หลายเดือนก่อน +6

      I agree. I was a Resolution Specialist at Amazon. I took thousands of escalations and have listened to thousands of calls. This language is often what you'd hear on the call before the customer asks to speak to a supervisor. Customers DO NOT want to talk to another robot; they call to talk to a human. Be yourself. Have your own style. When you apologize: be specific. Find out WHY they are frustrated before apologizing so you know specifically what you're apologizing for. I cringed a bit during this video.

  • @DavyManners
    @DavyManners ปีที่แล้ว +13

    I’ve been in retail for twenty years and this is the first time I’ve considered viewing customers as people.

    • @CloudEnglish
      @CloudEnglish  ปีที่แล้ว +7

      The jury is out on that one

    • @Rainecares
      @Rainecares 7 หลายเดือนก่อน

      Pls what do you mean

    • @davidben1154
      @davidben1154 5 หลายเดือนก่อน +1

      @@CloudEnglish😂😂😂

  • @marcosmytil1053
    @marcosmytil1053 ปีที่แล้ว +11

    🇩🇴🇩🇴🇩🇴my greeting from Dominican Republic I appreciate your help to increase my knowledge about Call Center.

  • @willinsnicolas4519
    @willinsnicolas4519 ปีที่แล้ว +2

    You are a good Teacher, I understand everything you said, thanks Teacher

  • @carmonachavez2369
    @carmonachavez2369 8 หลายเดือนก่อน

    Thank you for this additional idea /helping tips.❤

  • @katedaniels9623
    @katedaniels9623 ปีที่แล้ว +4

    This needs to be shared with a medical staff office who labeled my frustration as “aggressive”. There was no awareness or offering like anything in this training video.

    • @pianosonata5029
      @pianosonata5029 10 หลายเดือนก่อน

      That's because they're not trained to calm you, for some stupid reason, which I think is arrogance.
      I was a customer rep for a cancer organization. I had to clean everyone's disrespect towards the patients. Not the Dr who makes $500/hr, nor the nurse $30-100/hr. Most of them are there to heal you, but it's so sad that they won't acknowledge that a smile and the perfect word can create internal peace. I think most of them were arrogant. I lasted 8 years and really helped out patients who were suicidal. Only love and compassion can make someone survive in those environments, because the medical staff is just terrible with customer service.

  • @virginiabattles
    @virginiabattles 4 หลายเดือนก่อน

    Apologies are very helpful
    Showing compassion for the issue
    Showing the customer I understand and I care
    Especially the inconvenience they have encountered.

  • @sivac4999
    @sivac4999 2 หลายเดือนก่อน +1

    one conversation lesson needed from you sir..

  • @SonPhan-z7t
    @SonPhan-z7t 3 หลายเดือนก่อน +1

    Thank you

  • @manuelbenitez3123
    @manuelbenitez3123 ปีที่แล้ว +5

    Very useful for my job!

  • @szilviajuhos3886
    @szilviajuhos3886 8 หลายเดือนก่อน

    Very helpful, thank you :)

  • @DALVLorenzo
    @DALVLorenzo 3 หลายเดือนก่อน +1

    Great vídeo.

  • @IllianRenan
    @IllianRenan 7 หลายเดือนก่อน +4

    Phrases to use during a customer call:
    1. To work together.
    2. To accomplish.
    3. Apologetic.
    3.1. Broader.
    4. Broadly.
    5. Sort of.
    6. Gentler.
    7. To move on.
    8. To figure out.
    9. Risky. Inconsiderate.
    10. To concern.
    11. To tackle.
    12. Ongoing.
    13. To prioritize/ing.
    14. Solution focus tone.
    15. When they land on the ground.
    16. Corny.
    17. To set the tone.
    18. Proactive.
    19. Proactively.
    20. Pick out (referring to choosing whether one or another option).
    21. To try out.
    22. To get a lot out of..

  • @joseluismunguia4529
    @joseluismunguia4529 ปีที่แล้ว +1

    Hello from Honduras thanks for the advices

  • @Rainecares
    @Rainecares 7 หลายเดือนก่อน +1

    Thank you from Nigeria

  • @nazninakter2745
    @nazninakter2745 2 หลายเดือนก่อน

    Helpful advice ❤

  • @seedgamingph
    @seedgamingph ปีที่แล้ว +2

    I believe this will really help me as a newbie

  • @gracebolanle1730
    @gracebolanle1730 4 หลายเดือนก่อน

    Thank you for this detailed video

  • @hamzahq6974
    @hamzahq6974 10 หลายเดือนก่อน

    Excellent! You are great. Thanks🙏

  • @mancityfan45
    @mancityfan45 5 หลายเดือนก่อน

    This is a really good video, I like the way you make people understand why they could apilogize without actually accepting direct fault.

  • @ernestineglass9749
    @ernestineglass9749 ปีที่แล้ว +2

    Infootmaive
    and I hope to use some of the jargon to better assist customer
    Once I land customer service support position
    Thanks Guy
    & Nice Emoji. Cartoon 😊😊😎😎

  • @JavierDeldado4760
    @JavierDeldado4760 ปีที่แล้ว +4

    this is a well explained lesson

  • @tanishajarvis3276
    @tanishajarvis3276 7 หลายเดือนก่อน

    From Panama.... Thank you ❤

  • @VickyVicVictoria
    @VickyVicVictoria 6 หลายเดือนก่อน

    Very helpful! Thank you very much!

  • @campusevangelism1859
    @campusevangelism1859 6 หลายเดือนก่อน

    Thankyou very much, The ideas sounds good

  • @supermichaelssecondchannel4342
    @supermichaelssecondchannel4342 ปีที่แล้ว +2

    Thank you for this video.❤

  • @winniemalinis1753
    @winniemalinis1753 ปีที่แล้ว +1

    Thank so much it help me alot in my current work as a Agent ❤

  • @nolvian618
    @nolvian618 ปีที่แล้ว +2

    Well I love it I always like to hear videos like that n now I found you so ur video was very helpful

  • @mohinhdochoinhapkhau
    @mohinhdochoinhapkhau ปีที่แล้ว +2

    Great Help. Thank you!

  • @laura3619
    @laura3619 ปีที่แล้ว +2

    Excellent 👍

  • @wizard2025
    @wizard2025 10 หลายเดือนก่อน

    Great content..im a CSR it helps me a lot🥰

  • @carolinijeronimo7026
    @carolinijeronimo7026 ปีที่แล้ว +1

    Thank you for this video! I'm brazilian and just started a new job in a foreing company. It helps me a lot!

  • @Keskoncept
    @Keskoncept ปีที่แล้ว +1

    Thanks, this is a beautiful video ❤

  • @craigtravasso
    @craigtravasso 11 หลายเดือนก่อน

    Great content. Very helpful. Thanks a ton.

  • @koonanna8164
    @koonanna8164 ปีที่แล้ว +1

    Very useful , thank you so much❤❤❤❤

  • @desaprendasuador
    @desaprendasuador ปีที่แล้ว +4

    Your videos are great . Thanks. Maybe you could do some on being interviewed for a front desk job?

  • @mimic8404
    @mimic8404 ปีที่แล้ว +1

    Can you please do one for servers? Thanks!

  • @elliecao9230
    @elliecao9230 ปีที่แล้ว

    Thanks for the video, it is very useful and helpful.

  • @siliatimepassvlogs
    @siliatimepassvlogs 8 หลายเดือนก่อน

    hi there, any video of customer service manager training please ❤

  • @claireglory
    @claireglory หลายเดือนก่อน +1

    but at the end of the day, majority of the customers do not care. and they just want to vent their anger on you.

  • @JPdynabook
    @JPdynabook ปีที่แล้ว +13

    "I'll escalate this to the appropriate department." How does this sound?

  • @janekmatek
    @janekmatek ปีที่แล้ว

    High Quality

  • @itsADHDforME
    @itsADHDforME 7 หลายเดือนก่อน

    Noooooo on those first two. It's not human enough. People don't want to talk to robots.

  • @IreneSamson-q6s
    @IreneSamson-q6s ปีที่แล้ว +1

    ❤❤❤

  • @Soulcritic
    @Soulcritic 4 หลายเดือนก่อน

    As a customer dealing with customer service people. It doesn't matter, if english is your first or second language, if you try to deescalate me, your pissing me off more. I don't want you to manage me, I want you to fix my problem. I hate fake poilteness. Don't play me, fix my problem! Your fake politeness wastes my time!

  • @kszm5117
    @kszm5117 ปีที่แล้ว

    志木

  • @Patience_asore
    @Patience_asore ปีที่แล้ว

    👏👏👏👏👏

  • @antoniomaranon3213
    @antoniomaranon3213 22 วันที่ผ่านมา

    never say i am sorry

  • @mariefrancepierrelouis5009
    @mariefrancepierrelouis5009 ปีที่แล้ว

    🎉🎉

  • @EmersonQuinton
    @EmersonQuinton ปีที่แล้ว

    This is terrible advice

  • @naniabautistafeliz3743
    @naniabautistafeliz3743 ปีที่แล้ว

    Hi, Dominican Republic .