Basic Call Handling Tips | Customer Service (With Sample Call Flow)

Even though you have the best English-speaking skills, you won't survive the call center industry if you don't know basic call handling. In this video, I talk about the tips and techniques that I believe will help you as you start taking calls.
Even though it's basically for customer service, you can still apply most of these tips to other industries or accounts. After each tip, I provide an example to demonstrate to you how it's done. At the end of the video, I also showed the full sample call flow.
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Thanks so much for watching. See you again!

[@ReaNinja]

⭐️ Skip the intro at your own risk, lol. Tips start at 2:38 :) Questions? Please comment below. 💗

[@3DLEAPDESIGN]

This channel really help me as newbie in the industry I have a lot of confusion on how to handle a simple mock call 😭 thanks to this chanel

[@harlynordanez4689]

Ms. Rea bigyan mo nman kmi ng mga sample ng mgadang call center n pwd applayan

[@advancedtaxadvisors]

how do I hire you or your company?

[@Lorecolombian]

Cdfc

[@Lorecolombian]

@@3DLEAPDESIGN mkjb

[@quimartsipalay1233]

Just a tips tho. To someone out there who wants to be part of BPO industry. Don't doubt yourself! Don't be afraid to fail, Just do it. Coz failure are only those people who did not even try.

[@Sarah-kc8lg]

This strangely helps, thank you!

[@susansanchez897]

Thank you! I am so nervous

[@jeronyjoydelacruz5981]

Thank you, I have already hired one of the BPO industries. I was part of the training, but I felt I'm always embarrassed every time there are recitations because I am always nervous. That's why I didn't express what I wanted to say.

[@idontmind2121]

This really helps a lot!

[@idontmind2121]

This really helps a lot!

[@hokagecedric]

Remembering my first day of answering call (not a mock call) it feels like while i am speaking to clients my heartbeat is pumping i was very nervous at that time, i am glad i finished the conversation with an amazing result. I didn't notice i end up the month with one of the best performer for Customer Service in Financial account

[@ReaNinja]

That sounds great! My first call was a mess because I released it. I wasn't nervous. I was just point blank and didn't know what to do. LOL

[@jhennylynpaa4397]

Is it financial account is easy?

[@lenalee5516]

I hope my first call wont be a mess 😭

[@patriciaespiloy1062]

Hello ate. Mahirap po ba pag virtual training? Sa isa po kasing company is Telco account ako , sa isa naman po is Financial account ako which is yung bagong inapplyan ko

[@donjoel7300]

@@ReaNinja p

[@aztrid799]

Your knowledge allow me to believe in myself, I always felt afraid of trying it, I studied for 3 years, at the moment I applied through an online platform and I received an offer for working at a call center.

[@catpuccino6186]

Good video! But there's also another thing to remember... U can be as nice and professional as humanly possible and the customers will still argue when you cannot refund their money because of your company rules. It's all about the Customer until it's about money 🤣😂

[@josephirvingcrisologo]

Exactly. The company needs the customers money, the employee has to work hard for money, and the customer is looking for his money😩 , IT'S A WAR OF MONEY 🤣🤣🤣

[@torquettalk]

I work under HR and I feel like wanting to hone my phone skills by watching this video, and learning more about customer service in general. Thank you.

[@trixieybarra]

I'm a product/process trainer from one of the BPO industry here in Bicol and your videos really helped me a lot.Ty

[@ReaNinja]

Wow! So nice to know that Patricia. How long have you been in your training team? 😊 I'm planning to have trainer-related videos starting next year to hopefully help aspiring trainers too.

[@nicolburchell7271]

Omg Bicol... my mum is from there and named after it (Nicol) 😅

[@americangirlafricanworld3506]

Oh your job sounds amazing 🧡💛🧡🙏🏻

[@sandralumus8671]

This will be my first time in a couple weeks, i doing everything to do it, but the first one to me is preparing myself mentally. I really appreciate this video.

[@Bluebaby422]

I’d hate to admit it but, I’ve been a difficult customer before👀 I feel like we’ve all been a difficult customer at least once

[@nomiluxx]

I agree 100%

[@lolobuto1608]

There are no difficult customers only stupid agents

[@kyzertv8443]

Not me. I always treat the person on the other line as a human like what they really are.

[@xennialprepping]

I appreciate you so much! I have been stressing over how to do this new job. I almost quit before I started. I just keep watching your videos and reviewing my account notes. Thank you so much. I think I will be okay and not run for the hills screaming.

[@ReaNinja]

Awwe hoping for the best for you! Keep going. ❤🤗

[@whimsicalkitten4427]

Will be applying for CCJ's coming January and I'm preparing ahead of time and conditioning myself for this unknown chapter. I would like to avoid a lot of mistakes so that's why I'm here. Almost lost hope that I could find any good videos on here but I found your videos and they have been most helpful and informative. Thank you for doing this and continue to inform and help others like me

[@ReaNinja]

Aww thanks for your kind words, appreciate it so much. I'm glad you found my videos. ❤ Wish you all the best in 2019! 🤗

[@alzackconnell9697]

Call center is my first job that's why I'm not that confident unlike my colleageus who are experience and have a numerous knowledge in handling calls. Thank you for those helpful info. :)

[@ReaNinja]

Everybody starts being a beginner. You will be an expert soon. 😃 Glad to know my videos helped! 🙏

[@lvl.88celebi88]

Same

[@ReaNinja]

@@glarizfebielaurete100 you can do it! 💗

[@ReaNinja]

@@lvl.88celebi88 go for it. ✔️

[@markbrad123]

Are you using Avaya phones ?

[@giancarlodiaz9372]

I'm on my solo calls today, training is almost over. 😊🥺 Thank you for your videos miss Rea it really helps me a lot. 10pm-7am sched makes me excite. 💖

[@user-pj4rg5ol8w]

10 hrs. of Duty??

[@marjorieventura1273]

@@user-pj4rg5ol8w 9 Hrs plus lunch

[@reberomime9888]

So true big difference between talking to friends family and at work than communicating a service or tool to sometimes angry customers!

[@margelyngomez247]

Thank you for sharing some tips from you. Honestly I am not confident when I am speaking english but because of ur videos, I really want to pursue this contunue to learn and be an agent this year. In God’s name.

[@bellemixt9214]

Amen 🙏🏾. Me too ☺️♥️

[@marieleyva8353]

i'm new in the BPO industry and i learned only basic english but watching and listening to your channel helps me alot....thank you for some useful tips that i might use when i start my training. I'm still following your channel to get more useful tips. Thank you

[@ReaNinja]

Glad to help! Thanks for watching and wish you the best. ❤😊

[@TheGeminiJournalist]

Thank you so much for this! It truly has added knowledge and assisted a lot!

[@tashicashaw3925]

Am actually watching this video because i have to give a presentation tomorrow at my school on how to answer calls Thank you

[@mariaeba2233]

Subscribed! Thank you so much! I am currently in training and I wish I will pass. I'm not really confident with my English skills, but I will do my best!. Thanks a lot ma'am Rea! More power to you and stay safe 💓

[@quimartsipalay1233]

I'm just watching your videos before to have some ideas and to get some tips on how to answer interviews effectively, now I'm one of top performer of our team so far. God Speed Ninja Rhea 😘

[@ReaNinja]

Amazing! Congrats on being a top performer 💯👏😊

[@_aprilgarcia]

I learned so much thank you for this.😍

[@stanleydelima9883]

I’m so glad i made it here on your channel. I badly need this for my training this week. Thank you!

[@ReaNinja]

Stanley Delima Glad you found my channel. Welcome Stanley and all the best on your training. 💕

[@ronaldinfante2234]

this is great Rea Ninja, starting tomorrow, this video has ben very helpful.

[@nintoroniven8117]

Hello Ms.Rea by watching of your videos here in yt helps me a lot I passed my initial and final interview, even though I'm not good enough in English communication/ grammar. I feel nervous coz tommorow is my first day of my training :) Thank you for the tips and I considered you as a part of my success hehe💗 And to those who would like to become a call center agent you must trust your self and be confident, always look at positive side and of course Pray.

[@ReaNinja]

Congrats Ronive! I'm so happy to be part of your success. ❤️

[@AmandaLake]

Thank you! This was very helpful.

[@itsmemellah7906]

Thank you for the tips you shared to us . Im not that confident in speakung engliah but i am glad that i have passed the initial , exam and final interview . Now im waiting for my validation 🙏😇

[@arrabi]

You are right about this

[@ajlauron]

Thank you for your tips, it's very informative and useful.

[@ceauvama]

Thank you for your help ! Great Video!

[@kahindojoy5735]

I watched really many of your videos because I am starting training soon. I am so much invested in it

[@calista910]

This is perfect and it’s my first job doing a customer service representative, I don’t know how to be professional and not sound too friendsyyyy

[@cecileyap5083]

Wow thank you for the video .it help me a lot

[@Bluebaby422]

I just got a job at a call center. thanks for this video

[@ivydematangal3030]

This is the most helpful video I've found so far. This is what actually I needed and what I was looking for. Thank you so much! Please keep it up 🙏🏼🙏🏼

[@ReaNinja]

So happy to know that Ivy. ❤ Appreciate your kind words. 🤗

[@Random6690ofc]

Thanks lv. Very informative

[@cardomusic5909]

Thank you for this rea ninja ❤😍

[@ChF-mg2zm]

Rea ninja than you for your advice, I am beginner in this bussiness which it seems hard but everything is possible. You are the best as agent. I appreciate your video.

[@anthonyjames9973]

I am so greatful for this tips,it helps alot,thank you!

[@ReaNinja]

I'm so glad!

[@juniornavarrete4100]

This is very helpful

[@ShirleyB]

Thanks a lot! I loved your t-shirt by the way

[@ReaNinja]

Glad you like it! :) Thanks!

[@lilghostieanna5592]

Okay, this is my first, adult business job where I’m a receptionist for a employment center, I really appreciate this video, it does help alot

[@Sarah-kc8lg]

Same! How is it now? Is it easier?

[@marijean5253]

Hi Ms. Rea. We both have the same name. I've been watching your videos nonstop since I got hired. I'm a Call Center newbie and will just start my training on Monday, July 1, 2019. Your videos helped me a lot. I've been studying and practicing on my own, jotting down notes everytime. Lol. This experience is making me anxious and quite a challenge at the same time because in my group/wave it's like there are only three of us who are newbies and the rest are all tenured agents. So thank you for the helpful tips. Keep the videos coming. I'm a fan. I'm from Bicol. 😍

[@marijean5253]

@tintin jimenezwhere are you in Bicol? I'm in Legazpi City.

[@marijean5253]

@tintin jimenez if you are in Albay area, there are a lot of call centers that you can check into especially in Legazpi City. As for me, I tried applying only once and I was only eyeing for one BPO company that is close to my area and thankfully I got hired. I'm currently a trainee in Sutherland Legazpi.

[@marijean5253]

@tintin jimenezI don't know much about the other BPO companies here in our city but when I was asking around and checking about the BPO companies' backgrounds, my qualifications is only suited for the company I am with right now. Other companies are looking for applicants with a certain degrees or courses that is related to their company and also with background in a specific job they are offering. It really depends on your educational attainment and job experience. As far as I know, Sutherland does not require BPO experience and no specific courses or degrees as long as you can speak English. You just have to pass their tests and interviews. High school graduates can also apply.

[@jhunemendoza4772]

Very helpful tips! 😊😊

[@chris4675]

I learned everything :) I will apply this in my training.

[@ReaNinja]

Good to know. Thanks for watching. 😊 Good luck on your training!

[@jaydelmarie6772]

Really help a lot! Thanks

[@ReaNinja]

Johnedel Anaque Welcome! Thanks for watching. 💗

[@lifeincanada4911]

Im starting to love your videos. Very helpful though I already have CC experience but still I can consider myself as newbie and watching this kind of videos are very good . Really appreciate it... By the way I read your response in my email I was hoping that you will make 1 video about the pronunciations . Thanks

[@ReaNinja]

Hi Veju!! Thanks for your kind words. 💗🙏 I'm glad to know you still find my vids helpful even though you already have CC experience. Yes, I'll add your suggestion to my list but not yet sure when it's gonna be coz I've scheduled my vids. Hehe. Thanks again! 😊

[@only2225]

very very useful and tangible. great

[@ReaNinja]

Glad you find it useful. Thanks for watching. ❤

[@scepmodelmanagement2274]

Im a call center SME and your video helps me a lot

[@scepmodelmanagement2274]

Thank you

[@scepmodelmanagement2274]

Sana po pwedi tayo magcollab

[@joypanlican8618]

Here for refreshing my mind as a new callcenter agent again with a different company. Thank you still for this tips.

[@kianparsi878]

Thank you. Very informative very useful and to the point. 👍👍👍

[@ReaNinja]

Glad it was helpful! :)

[@poisonedcotton5687]

Ang ganda tih! Thank you sa tips 💜

[@blacksapphire6760]

Thanks for this Ms.!!!!

[@alfepanganuron6107]

thank you for this video

[@rubiejarabelo5575]

new subscriber here 🤗 i like the way you explained it and also your diction , i also love your speaking voice 😁 thanks for this tips , i will start on monday and i am excited but nervous as well ! you deserves a lot of subscribers 🤗😘 God Bless You 🤗😇

[@ReaNinja]

Wow thanks for your kind words, Rubie. ❤🤗 Happy to help!! And congrats.

[@julieanntorralba7434]

hi im newbie here.. and i am thankful for this informative content. Im your subscriber now. KEEP IT UP!

[@ReaNinja]

Thank you!! ❤

[@artistspassion5790]

So helpful Ate Rea😊😊😊

[@sunshinechica6626]

This was very helpful. Tinkle Bell you look beautiful with your hair down and your glasses. Keep creating call center videos 🧡🌟✴

[@JoshuaGuillen]

Girl this was sooo useful thank u so much !!!!

[@ReaNinja]

You're welcome, Joshua. Thanks for watching. 💗

[@KingAston]

I fw this

[@otakusense]

Today is my live call huhu. Hope it will went well

[@aztrid799]

Thanks for inspiring us, I’ll have my first English training, it has been my greatest dream, and it seems I will come it true.

[@tashicashaw3925]

This video really is helping me alot Thank You Miss Rea😌❤️I Know I Will Get A 100% Tomorrow Because Of You

[@douglas6388]

good video my friend I have had situations where customers have asked me are you a real human jajajaja

[@raqcerv5132]

I discovered your channel, i have to say is amazing , engaging and very useful! thanks for inspiring. Can you suggest whats the best kind of outfit is convenience to wear at call center office. Grettings ^^!

[@ReaNinja]

Business casual and dont forget a sweater or a jacket because it's gonna be cold 🙃 Thanks for watching Raquel. ❤

[@alfredosalazar433]

Thank u so much, ms rea! I watched ur videos on how to pass the interviews! And Praise God! Medical ko na po sa monday! :-)

[@ReaNinja]

Congrats Alfredo!! 😊

[@alfredosalazar433]

Sa COAF acct daw po ako ilalagay. First time ko lng po ito s BPO kung sakali. Ask ko lng po sna kung ano ang gnagawa s coaf. Thank u po

[@bellefull28]

Thnks for the tips..

[@elipelipas8695]

I love it! thanks for the help ma'am!

[@ReaNinja]

Welcome ❤🙂

[@elipelipas8695]

@@ReaNinja buhay newbie as a call center agent. andame ko po talagang natututunan sa channel mo po. Thank you so much! God bless!

[@ReaNinja]

Happy to know that Elay!! 😊

[@dayannarivera5487]

Gracias 😊

[@melvinchavez8926]

It'll be my first call tomorrow. And thank you so much!!

[@darrenm4417]

Hi there mam ninja. I just want to say that your videos are very helpful. Specially for me. I am just newly employed and will start my training this coming month of july and i find all your videos very helpful. Godbless and take care always. I really recommend this channel to those who are still having hard time, no knowledge at all or background in a BPO industry. I do not honestly have any ideas on a BPO industry. But all your videos gave me insider tips. Very helpful. I will comment again as soon as my training ends. Thank you 🙏 Happy Subscriber here! ☝️

[@ReaNinja]

Hey Miko! I'm glad to be of help. Congrats on your new job and good luck on your training. All the best. Thank you for following along. 😊❤

[@darrenm4417]

Thank you mam ninja ❤️

[@charleskelly5617]

Thank you for the business!

[@jericopaultolentino33]

Thank you maam Rhea ,wacthing your videos and tips ,also the guidelines, help me to be more confident in terms of my communication , to have a great attitude of a costumer service representative and now Im happy that Im starting now my new career in BPO industry this 2020. 😊 and until now I'm still watching your videos even I already hired😍 thank again Ms. Rhea.keep safe!

[@graizelperez703]

Ur channel help to improve my confidence taking calls.. I'm also a yr and half into bpo industry and always strieve for my csat...

[@murielenders2152]

i like the video is fun to watch today

[@sanjaysutherland4515]

awesome!!

[@ReaNinja]

sanjay sutherland Thanks! 💗

[@r_cchannel8400]

Thank you Ms. Rea for this informative helpful tips. This will help those who want to work in a call center.

[@ginafecartagena6662]

Love it!

[@Melvz946]

Thanks for this 😊😇😇

[@ReaNinja]

You're welcome! Hope it helps. :)

[@gladnessregoya4711]

Hi Rhea thank you for this video! ♥️ I just want to ask how will I convince my customer if he/she wants to unsubscribe the product or service of the company due to consecutive technical issues within a period of time? This is related to tech-support account.

[@naruyemi7924]

I want to watch more videos of call center conversations. plz :3

[@shainacalaguas1386]

Ma'aaaam how I wish my trainer or team leader would be like you. I am so anxious for my first day tomorrow. I am not bad in english but I am not fluent as well. However, everytime I talk to people especially the recruitment team I stutter a lot. Any tips how to be able to speak in english fluently? Ps, been watching your vids for a while. They halp a lot! Thanks!

[@ReaNinja]

Aww thanks for your kind words. Take it easy and just do your best. The goal is to be understood and to understand. Good luck Shaina! 🤗

[@shainacalaguas1386]

@@ReaNinja Thank you, Ms. Rea! Really appreciate your reply. ❤

[@maclesstear1985]

so how did it go??

[@OkSear]

I'm taking my first calls in 2 days and I suffer from the same problem, lord help me :(

[@royskidubai]

Hi there Rea! You're videos have helped me a lot in going through as a new call center agent. Daghang salamat sa imuha! 😊😊😊

[@ReaNinja]

Wow, you're welcome. Daghang salamat pud sa pagtan-aw. 😊💗

[@joycealaba1982]

I'm currently training and this is very helpful. Thank you!

[@ReaNinja]

Glad to know that. Thanks for watching, Joyce!

[@dopearbundang1955]

Thankyou maam much appreciated

[@dakrclud4189]

Im having a marathon of ms rea ninja's vids bcoz i am eager to learn english so that when i apply next year it wouldnt be difficult. Thanks so much msRninja

[@ReaNinja]

Good to know that. All the best! 🤗

[@bahaaahmad2553]

I will start tommorow as a travel consultant and will be doing alot of cold calling and outbound calls May you refer to me which one of your amazing videos can help me ? And btw i love your way of explaining and your clear voice. Keep up !

[@ReaNinja]

I only have 1 outbound mock call here but very basic

[@unbreakablesoul6188]

Tomorrow is my training too thank you loved your voice ❤️

[@rosellah168]

Thanks for the video and sharing knowledge It's very helpful for the newbie like me. God bless you always

[@ReaNinja]

You're welcome. Thanks for watching! ❤

[@Pokerbilly77]

I want to thank you for this video, I did not know why my AHT is way higher than my colleagues. I thought by being chit chatty with the customers I was being empathetic with them. I will follow your tips, thanks a lot!

[@ReaNinja]

Happy to know this video helps ❤

[@andrewgulla9865]

Thank you call center ninja queen, your tips really helps.

[@ReaNinja]

Happy to help Andrew!

[@andrewgulla9865]

I'm going to have my training at cnx this July and I don't have experience in voice, yes I do have exp in BPO for 12 years for. NV or backofc. I but when it comes to voice I have don't have so when I first saw your video tips everyday I've always watched again and again to practice my pronunciation, and I proper attitude to answers customers issue and how to adapt my self the 4 kinds of customers Thank you and more power Call enter Ninja Queen.

[@elainejoycebacunador267]

This is amazing!

[@franvierhdez2173]

I am about to get the QA mock call test in a customer service callcenter. I've worked as a simultaneous interpreter and it have been really good but I don't know why when I am speaking with coworkers or my trainer I get super nervous and my voice starts breaking, I already know how to handle the systems and all the process to help the customer. But first I need to convince my team that I am good

[@kevinmartinez-yi1vw]

Just believe yourself, teach them how good at you are, don’t give up man, this is normal, just make sure handle your nervous

[@ginabelle530]

I’m the same way. I hate being put on the spotlight with my trainer or supervisor I get really nervous and forget everything. When I’m alone it just comes naturally to me and I provide great service

[@hc5240]

Hey can u please do a few videos on working at a call center for a health/medical clinic with booking appointment with various doctors for patients and constant tel encounters if possible if u are familiar with the software “eclinical works” because thats what my job uses please i just started and find it really difficult, and scared i wont get the hang of it and succeed

[@alvinashaikh3411]

It was really helpful thanks for the guidance

[@ReaNinja]

alvina shaikh you're welcome! glad to help! 💗

[@traveltyp1212]

Love your guidance and personality! Thank you. Bookmarked your video.

[@ReaNinja]

Thank you so much! :)

[@wilfredojrdometita3172]

Thank you..

[@ReaNinja]

Welcome 💗

[@Christinebungay8002]

I am planning to apply in a call center but i have poor communication skills :( im not very fluent in english.. Thanks to dictionary and english movies i think i learn somehow. Also to your videos i gain some knowledge about call center. It really helps a lot.

[@ReaNinja]

Go for it Christine! There's no harm in trying and you'll learn the ropes along the way. Thanks for watching. 💗

[@allyandmomma]

Hello kamusta po? Nasa BPO Industry na po ba kayo now?

[@lenelonzaga9305]

For how many years I am employ..because I have 2 kids..but now they are growing up..I want to try apply in bpo company..but I'm not good English speak..when I saw your video.wow I have confident to conquer my nervous..char lang

[@ReaNinja]

Go for it! You can always learn english day by day. 🙂

[@lenelonzaga9305]

Call Center Ninja thank you mam.napalakas mo loob ko.

[@ReaNinja]

Welcome. Go lang ng go. Kaya mo yan! 💗

[@bhupendraapun4705]

Thank You for sharing :)

[@norhanifazainal4628]

Thank you so much! this helps a lot :)

[@ReaNinja]

Norhanifa Zainal Welcome! Happy to help. 😃