CALL HANDLING TIPS: How to Understand Fast-Talking Customers, What To Do | With Sample Scripting

[@ReaNinja]

⭐ Thanks for watching. Obviously, the tips are applicable for when you're on a call. There are a lot of other ways to learn to understand fast-talking native English speakers (which are not covered in this video). For questions, comment below. 🙂

[@davidsantos851]

Keep it up and more power.... #girl power ^_^

[@vinarbrillante6178]

Miss res can you give me tips on overflowing of information and how to retain those info in just a short space of time coz thats what happened to me with retail account

[@shirleyilan1375]

I love watching your vids Trainer RIA. All the best! --Trainer Lala 💖❤️

[@larrybuaya9058]

Wow you are an amazing Trainer mam❤️...

[@charizzemayhisoler3279]

1. Chill and focus 2. Stop Multitasking 3. Take notes 4. Avoid preconceived notions 5. Ask questions to gain understanding 6. Make your question sound positive 7. Look for clues from the customer's account

[@wantitthenbuyit5968]

Hi mam a fresh call center agent, is it okay to use the note on the computer or should i have note book literally?

[@andreevans9665]

using notepad while listening to your customers is very helpful, you easily pick up the concerned right away and had immediately response answer on go. This help you to remember again the small details with important information while having conversation on your customers.

[@JenKumar]

Thank you for sharing this information. I’m a native English speaker in the US going through call center training. I also have a hard time understanding people who talk fast though I was born and grew up in the US. There are many accents and it’s hard to understand all accents. Also when people are upset they tend to speak faster especially if it’s an urgent matter. One tip I’ve learned in my training that resonates with what you said is to reflect back and not have preconceived notions. I try to calm myself before answering a new call. After the customer comes on and says the matter, I reflect back a few words and empathetize. Like “Yes I can understand how (reflect back problem in their words) is concerning. I’d be concerned too. I’m glad you called in so we can get this sorted out.” This tends to calm and slow people down. Sometimes I can hear them smile on the other end. Also I’ve trained in a call center, and many non native speakers sometimes feel that reflecting back or repeating back for confirmation gives away the fact one isn’t a native speaker. In the call center I work in in the USA, we are all native speakers and we are trained to do this. This is a common communication strategy in the US. Of course we don’t want to overdo it or repeat back entire sentences. That will be taken wrongly, but reflecting back key words or phrases is done all the time even in casual conversations among many native speakers.

[@ReaNinja]

Thank you for sharing your input Jen! ♥️

[@ahaynes2725]

What if the customer didn't say that they were concerned about ____? Maybe they are changing their address. How do you insert an empathy statement into that?

[@JenKumar]

So empathy can sound different in different situations. Here something like this may work and sound empathetic, "I'd be happy to help you with updating your address. It's always good when we can get this updated as soon as possible so you wouldn't miss any important communication from us, especially if it is sent by postal mail." (This statement includes an acknowledgment of what you will do based on their request, then let them know how it impacts customer service.) I may also ask them later in the call if what types of communication they prefer by postal mail, email, text, etc. I hope this helps.@@ahaynes2725

[@gheoski]

Thank you. This will help me a little bit confidence for our nesting this coming Monday. 😁

[@yollyboylealde534]

Focus is the key to understand what the customer is sayin .Listen carefully every words they spit. 😊 .

[@ReaNinja]

Truly helps 😊

[@yollyboylealde534]

@@ReaNinja Absolutely 100% .I'd applied it so many times when I was working as an agent a couple years ago. It truly helps alot .Thanks for your videos maam .

[@쵸스타나크라켄첫템]

I received 3 calls yesterday and i an barely understand them... thankful of my sme/ge/mentor to help repeat the concern for me because i really can't understand it i almost cried...

[@mh-qx2mk]

I always say I’m having trouble with static on my phone and apologize for asking them to repeat themselves. I did have one user with a really thick accent recently and I think he saw through that, but he seemed to appreciate it :)

[@j-miesoriano4900]

Thank you very much Miss Rea for this topic. I'm just a new agent and this exactly what I'm looking for to solve my problem regarding to the fast- talking customer on how can I handle the call from them. God bless you always

[@joangabrino6005]

Legend says, the first to comment gets a response from the legendary Ninja.😉 I will apply for a call center company next week and I hope it goes well. I've been watching your channel for months and youre videos help me build my confidence. Thanks.

[@ReaNinja]

Glad to have you here, Joany. 😂❤ Thanks for watching my videos and wish you the best with your application. 🙏🏼

[@angelicaellanita4869]

Thank you very much for this tips. It is really helpful in my account. By the way it's just my 6th day on training without any bpo experience.

[@lumojica601]

I love your call center videos, you are helping me a lot 💜❤️💕

[@ReaNinja]

Glad you like them!

[@johnlloydrobles-ego4953]

Hi Miss Rea. The tips on your vlogs really helped me a lot. From initial interview to handling irate customers. I just want to say thank you for the helpful tips. Hope you are doing well. God bless po😊

[@ReaNinja]

Happy to know 🤗❤

[@pats7z]

Thank you, Ms. Rea on your customer service pointers. Very helpful

[@borealissy5467]

i just like to hear your voice & learn tips .i hope i could pass this time

[@christinejoygarcia430]

Thank you so much! This is such a huge help. September would be my start date. Huhu. Kinda getting anxious. I love this channel!

[@christianallanigue2409]

Thanks ms rea from your tips and knowledge I've been watch your videos and i try to adopt it when the recruiter call me for my initial final and assesment hope i could be pass for the assessment but im so thankful since im probably win up the initial and final interview

[@babyketchuptinbesmanos1014]

I love the way u talk, and I love the way you teach everyone super clear to understand how to negotiate to the costumer🥰

[@ReaNinja]

Thank you ❤️🤗

[@IanMatt-o2j]

Wayback 2019 I binge watch your videos, it takes longer time to get in the middle of the process in this industry Its hard, but I hope this ending year will be a brighter new year, Sana tuloy tuloy na tong process ko hanggang ma regularized.

[@julzybee3773]

I rarely ever watch a video of this nature from start to finish! However, I thoroughly enjoyed listeing to you and learning some great tips for an upcoming position I accepted working for an IT company. I trained for a little over a month at gov't call center where we handled health insurance calls and I was let go due to transportation issues that led to me being late too often. I was extremely stressed out at that job bc it was very fast paced and there was a ton of documentation that went into every call, including hang-ups! Anyway, I really hope to keep this IT job and do well at it. I know a friend who works there and she said it was going to be easier than the previous job, so I am a little bit relieved! Wow though, I cannot believe that us Americans talk to fast to Phillipinos!! Lol, I always thought it was the other way around!! Haha, I laughed when you mentioned that maybe the caller thinks the agent is difficult to understand as well, I usually tend to think so, Lol, but hey I want to say thank you for this and I suscribed!!

[@ReaNinja]

Oh wow, sorry to hear about what you've been through. Glad to know you found my channel and subscribed. Hope my other videos help you as well and I must say it's nice to hear an American perspective so thanks for your comment. :)

[@julzybee3773]

@@ReaNinja you're very welcome 🙏 it's my honor 🎖 and my pleasure 😊!!

[@rustgamingph.7216]

Thanks for making alot of helpful videos like this, im Currently waiting for my training day at alorica and before that day come, i gather as much information about customer service as possible,

[@electrochristPL]

U are amazing ! very helpfull not just for customer service but in general too. thanks

[@dollesenprincess]

hi ms rea. thank you for all your videos on how to overcome my fear to speak in english. now i get hired in alorica. and start talking with foreign customers. i hope that you make sample mock calls for package tracking. :)

[@manoloalphaone6701]

Oh my God I was so scared of start working because of their accent , honestly I didn’t know how to handle it , may God bless you Ninja, you made my day 😍😍😘😘😘😘😘❤️❤️❤️❤️❤️🌹🌹🌹🌹🌹

[@garabagstallercreativo867]

Hi Rea... i am from Venezuela but i am living in Bogotá, Colombia. This week I applied to a bilingual call center and they chose me butttt i am very nervous because i have never worked in a call center and my biggest fear is not understand... thanks well your videos are amazing! XOXO

[@ReaNinja]

Thanks for watching. Congrats on getting accepted. I believe it just takes a lot of getting used to. It will be fine. ❤😊

[@garabagstallercreativo867]

@@ReaNinja you're so cute for taking some time to answer me... XOXO

[@judyannjabeniao3829]

all your videos are very helpful keep up the good work. Thank you so much :)

[@ReaNinja]

Glad you like them!

[@johnandrewperez4982]

Thank you so much for this information im planning to apply next week.This video helps me a lot thank you so much ninja :) i hope im able to pass the interview

[@ReaNinja]

Welcome. Good luck with your application. 🙏🏼🙏🏼

[@lex3884]

God bless you it's so helpful, by the way this Sep 2 is my first training. God bless me also pag pray nyopo ako gusto ko talaga maging magaling na agent then ma promote.

[@itsa_yis4me]

Thank you so much Ms. Rea ❤

[@aviekaillepedrera3832]

You are the best coach! Thank you so much. 💖

[@ReaNinja]

Thank you ❤️🤗

[@melshanewl9294]

Thank you very much for sharing this with us miss...It really help me a lot to go on & continue to try and hoping to pass my call center training, actually i was in my 2nd week of training and we're going to have a mock call, and we have to pass also so that we can continue until the nesting period.. I was really hoping that I can familiarize all the resolution process so that i can be a certified call center agent. 😌❤️🙏

[@lindolfaristan6174]

THANK YOU SO MUCH PO. IT REALLY HELPS ME.

[@Elle-ew7nm]

Im having my training next week and im worried that i might not be able to answer them immediately and i dont have enough confidence. Huhuhuh what do i do

[@imchrstnvrgr05]

You just have to relax and focus on what’s customer concern. Also don’t be afraid to ask the customer if there’s something that you didn’t understand. Good luck and just enjoy the process you will get there.

[@Elle-ew7nm]

@@imchrstnvrgr05 thank you so much.

[@julzybee3773]

Sure you do sweetie! take a deep brath and relax bc you will do fine!! Good luck & well wishes!

[@Elle-ew7nm]

@@julzybee3773 thank you for the support

[@maikeulanjello9061]

Thanks for imbibing such great vibe. Keep it up ninja! 😊😊😊

[@ReaNinja]

Thank you! Will do!

[@maeaaronaleck3]

Thank you Ms. Rea,.. i miss my trainor before in my previous company.. shout out to MS. Michelle Placido.

[@ReaNinja]

Aww ❤️❤️

[@haldram8]

I've experienced this before and this seems like it may help.

[@joerellagallera6318]

I've learned a lot with this video, thanks for sharing this Miss Rea. God Bless...

[@rheaantoque9745]

Helpful tips Ms.Rea...thank you..

[@ReaNinja]

Glad it was helpful!

[@ammiadv]

You are the greatest , thank you for helping others.

[@ammiadv]

I got the Job. Actually it was pretty easy, i made some mistakes, but they hired me. Than You ever so much.

[@ReaNinja]

Congrats! :)

[@jhedspot]

Ahahahahahaha natawa po ako dun sa binigay sayo yung headset ahahaha!

[@ReaNinja]

Yup unforgettable moment 🤣

[@jhedspot]

@@ReaNinja whenever i watched this video especially the part when you tell that "unforgettable moment" I always laugh out loud even Im alone. I can see myself soon. Wish i won't do that hahaha! By the way,all your videos are really informative and it helped me a lot why I am now in a BPO industry. Thanks sooooó veerrry much. Its just like,i have availed an online 100% free training course. ☺️☺️☺️

[@audreyacob4353]

Tomorrow's our first day in nesting phase!! You're heaven sent 🥺✨

[@95momma]

Rea you are so right about tip #2💜

[@AnnieLyn]

Thank you so much,such a huge help for me,im on my second day on nesting😅 what i did is, wait and listen carefully for the keyword. Thank you for the tips💕

[@ReaNinja]

Glad it helped! :)

[@renzranger_tv598]

Hi Rea, I feel your trainee the one who pass the headset on you. I agree that being nervous is part of his/her reason why he/she do that and also I agree on your assumption that he/she really don't understand the customer. To add I think one of the reason is your trainee don't want the customer to be mad because he/she believe that he/she represent the company. by the way if you don't mind I just want to ask how's your trainee right now? Thank you.

[@ReaNinja]

He's already a team manager ☺️

[@renzranger_tv598]

@@ReaNinja wow!, happy to know that. I was inspired. A newbie here in BPO actually. more power to your channel Rea. and kudos to the trainee now a team manager.

[@mjsahagun5925]

This video was very helpful.

[@ReaNinja]

Glad it was helpful!

[@mariaeugeniadelimavelez9844]

Excellent Rea. Thanks.💮

[@ReaNinja]

You are very welcome :)

[@hassanxono6513]

Thanks this is very important part of my job 💝

[@babyketchuptinbesmanos1014]

I want to learn more from u miss Rhea♥️♥️♥️

[@Polyrack]

You were good in explanation,,thank you so much,,god bless

[@areeshacal2332]

What about you don't know the work you're doing on computer but you can understand foreigners accent but you don't know what do do with you monitor like how to find the flight or maybe the bills?

[@sisifo2000000]

Great advice. Thanks!!!

[@psalmsin5271]

I hope you upload more videos just for us to hear and learn how to be fluent in English. 💗 Or literally English lessons.

[@ReaNinja]

I will try my best :)

[@mylamaling1896]

Hi Rea! Im a new outbound agent and im having a hard time to sound natural when delivering my script. I really need help. thank you so much in advance

[@lizz333]

The problem is that one or two words are not enough to understand the situation. The frustrating part is that is mandatory to understand everything! The customers who talk too fast don't have patience either, so if we ask something they will answer too fast again with a lot of information or (the more common case), they repeat exactly the same. That kind of calls always finish in the same way: escalated to "someone who speaks English".

[@ReaNinja]

You're right though that you have to understand everything, but at least starting with a few keywords will help you get there because there's no other way to gain understanding but to piece everything together.

[@carlvincentdeleon2040]

This is very helpful!!! ❤️❤️❤️

[@ReaNinja]

Glad you think so!

[@omar_garper]

First week of taking calls in a call center for the first time, and I sometimes had a really hard time trying to figure out what African American people were saying.

[@trexyabaga9442]

HAHA what'd you do?

[@candasywaldron5218]

second day of taking calls and i am nervous however i have to listen very carefully and be certain the customer finish speaking before interjecting

[@sweetybhelletimbal8138]

Hi, this is me bhelle. I am new here in your channel, thanks for the tips i am newbie in call center industry. :)

[@ReaNinja]

Welcome Bhelle ❤️

[@mysterysinger777]

Thank you for sharing Madam

[@ishdiary]

In step 6 I remember my self when I was doing a mock call with out trainer: Me: Can I place you on hold for about a minute. I'll just have to check my resources. After..... 3 minutes T: You're taking to long. Did you find my concern? Me: WAIT LANG. Result: FAILED (I got failed it's because I didn't catch up the concern, and I'm having a hard time to navigate my computer.) But he gave me a second chance, by next week we're going to take a live calls. Thank you! Ninja! These tips would help me, nesting na namin. I hope pumasa nako. 🥺 #NEWBIE #ImprovingMyEnglishFluency

[@papaking6456]

Thank you miss Rhea i started my first call last friday and my second cx was a disaster cause she was an american latina and didn't get her issue very well😔

[@ReaNinja]

It gets better eventually. 💕

[@marialopes9190]

I am interpreting on the phone, most of the times I do not know anything about the situation or the clients prior to the phone call. While I am interpreting I have a million questions in my head, I am trying to understand the situation while I am interpreting. Some clients are telling me about the situation. But most clients just want me to go ahead with interpretation, without giving me any brief explanation of the situation which will be discussed in the conversation.

[@danBg543]

That's true the panic. lol

[@Sarah-kc8lg]

2:37 I did that to my trainer too the other day lol she’ll be gone next week idk what I’m gonna do

[@Sarah-kc8lg]

Update: I did just fine Immediately guys you get used to it Good luck!

[@amielcalangi8029]

Before I became a Call Center Agent. I listen to her videos about the Interview Tips of BPO industry last year. Now I am already a Tenured Agent 😉

[@melshanewl9294]

sana all

[@belle7627]

Thank you for sharing

[@unknown-ue6tl]

Thank you miss rea ive got some idea about call center agent

[@ingenieraamna]

Thank you so much

[@jecost3112]

Hi, I'll experience my first call yesterday and it takes only for 1 hour since we are in a transitioning. My first call experience was a mess really. Most of the problem I encounter is I dont understand what their sayin. Pls give tips to handle them.

[@darvinarana2417]

Thanks for your video your videos are so helpful

[@ReaNinja]

Welcome ❤

[@franciscotapia7565]

You the Holly Saint we Agents of costumer service Pray for help and tips, god bless ya, i took advice and Got the job

[@carloheartreyes4306]

Our notepad is removed in our pc, I’m just doing my notations on my email... I hate when my cx is talking too fast and my tools is very hard to navigate when the internet starts to load ahhhhh! Kind a stressful, you just need to build rapport just waiting for your tools to pull up...

[@ReaNinja]

Ahhh that's too bad that you don't have a notepad anymore. Using your email is smart! And yes i agree, building rapport helps. 😅😊

[@noj1yt]

Why are they removing notepads? You can't expect agents to memorize all of those?

[@lizz333]

In my case, when the system crashed I cannot write down anything anywhere...

[@Iamthecc]

Ganito talaga struggles ko! 🥺🥺

[@haldram8]

Liked the video.

[@MsJam-xt5qp]

Thank you for these =)

[@vincencho6434]

Later be my judgement, kung mkakapasa sa training, at nasa graveyard ako,, 😕 and yesterday in prod and listening to a cx, grabe d ko maintindihan minsan,, This is my First experience in BPO at next week na rin ang nesting kung mkapapasa mamaya 😅 ewan pero chill ako ngayon sana mamaya d ako atakihin sa puso, nood2 lng ako ng mga tips para mabawasan din ang kaba ko..

[@ReaNinja]

Hope my videos help you Vina. ❤ Normal lang ang kaba. I wish you all the best sa training mo. 🤗

[@vincencho6434]

Thanks ninja, your tips help me a lot, mula sa pag aapply ko neto ang kaba ko 😅, hnggang nka tanggap ng Job offer, pero ang totoong kaba ay yung nasa reality kna, masasanay din ako sana na di kabahin at last ku na to mararamdaman mamaya 😅

[@ReaNinja]

@@vincencho6434 true, you'll get used to it or to the feeling. 😂 im happy to know that my videos helped you. ❤

[@vincencho6434]

Nka pass ako ng Training , , now nesting stage na 😅 (naprapraning stage) pero na chachallenge ako kasi you have to do your best every day kasi parang my Exam kayu na kailangan ipasa, win or lose tlga.. More tips to come po, Mas Madaming alam, mas productive. Parang nag aaral ako ulit ee 😅

[@Rawrrawr._.]

Hi ms Vina i would like to ask your experience for the past months of your cc :)

[@theresaegagamao555]

As a newbie i focus what the cx says but the thing is that there's a path to resolution that i have to follow and i find it hard to do cuz im worried becuz it is required to do so and i can't becuz i have to listen first so that i can assist the cx and its stressing me out since i might failed the training just becuz of not following the path to resolution i hope miss rea would notice me i dont know what to do :'(

[@theresaegagamao555]

Im naiipit sa situation on what to focus on altho very important ang listening but i dont want to lose the job as well cuz its so hard to get a job :(

[@Lam_Me_O_Nhat]

I encountered a very rude Spanish customer. When I asked to confirm his concern. He said: "Do you mean my English is bad, blah...blah..." lol

[@rochechannel7418]

I hope I cannot encouter that fast talking customer in the future 😂 I've just try to understand the sentences sample here in this video without looking on the screen but it is hard to write down the contextual clues since I did not totally understand what she saying 😅

[@chvereinenglish1797]

awsomeeeee!

[@jaimie7280]

Wooahh , thats so hard to catch up indeed ! If the ex. Was not written in the screen I would've not understand you 😁 so fast 😧😁

[@beatthathormone9146]

very helpful tips

[@diegochaves1983]

I'm worry about it ,I'm in the recruitment process but sometimes I feel like I'm not gonna be able to understand what the customer is gonna say

[@calasgalore3625]

THANKS OUR SWEET NINJA FOR THIS INFO IT MEANS ALOTto me and definitly worth sharing with my co trainees...though i hope u can help me thru some phares to be use for my company...hope u pm.. thanks!!!

[@kieranicole12]

hi miss rea.. is it really allowed to take notes in prod area during taking calls?newbie here and currently in 2 weeks training☺️

[@ReaNinja]

Notepad on your computer, yes. But actual notebook, I doubt. There was one who commented here though that they were not allowed to use a notepad.

[@kieranicole12]

@@ReaNinja thank u for that and upon stalking your fb account your from cebu pala.. proud cebuano here also..☺️ your videos really helped me.. thank you very much

[@annejillian5474]

Hi Miss Rea. I am new to voice account and telco. Can you give me an examples of probing questions and discovery questions? Thank you! I also love your videos. You help me a lot during my interviews and uo until now during my training ❤

[@ReaNinja]

This might help: kzbin.info/www/bejne/aWqTnIegop6CaJo Thanks for watching! :)

[@jamaicaabellana8358]

How about talking too fast at the same time irrate customers?

[@ReaNinja]

Ha! Maybe my video about handling irate customers can help. :)

[@JuvelynCaloring]

Hi maam Sa caption call po Gawa kapo ng video Sa PST po yung fast audios nkakabulol ksi.

[@ReaNinja]

Not sure what you mean? Hehe

[@moniquewatson4207]

What advice could you give me as a new agent at a call service,being very nervous and always lost for words

[@ReaNinja]

Familiarize your products and services and how they work so you'll know what to say. Assisting customers will be easier when you're confident about what you offer.

[@donerick_quiambao]

Thank You mam ❤

[@dielymondragon9073]

Hello can you help me please because Im planning to apply again to my previous company. The reason why I resigned way back 2017 because I need to takecare of my daughter since her yaya left. What if the interviewer ask me na e di mauulit nnmn aalis ka ulit ? how can I answer that question that will not affect my good points when applying.

[@michdepedro6380]

Hi .is it a notepad po in the computer? Or write it down po?

[@ReaNinja]

Computer :)

[@fealvarico4068]

clarify.. verify what you have understand from the cx.

[@athenasvlogz]

listen carefully and be patient so that you will understand the concern of your customer

[@ranniewilliams6272]

listen carefully key task to understand the customer needs

[@calasgalore3625]

Hopefully the IDV TOPIC

[@dielymondragon9073]

In my previous work we are not allowed to bring notepad or any paper, ballpen. That's why it's hard for me. But I don't have any choice. What I can do is to ask again the customers question.

[@ReaNinja]

How about anything to type on your pc?

[@theartistmind7028]

This happened to me. The lady literally asked if I was slow because I asked her to repeat her name spelling twice to make sure that is what she said.

[@cloudsin_hercoffee]

Hi, Ms. Rea, just wanna ask po what do you mean by account when it comes to customers? (sorry I'm not yet aware of the bpo's terms, I'm a fresh shs graduate po) but i have plans po to apply in a bpo this year, thanks in advance Ms. Rea 💓

[@ReaNinja]

Profile or account ng customer. Kung customer ka ng Globe, Smart, BPI or kung ano pa, meron ka account sa kanila

[@lheniealisuagchibiyakabud1394]

I really enjoyed your videos, just a feedback,, sound effects is too loud than the actual lesson,.

[@ReaNinja]

Thanks. I've changed it since then. 💕

[@airishmae5262]

is the answer you provided to the customers concern is scripted? thank you

[@ReaNinja]

Yep but i made my own script

[@maricelcarreon5843]

what if i did not even understand anything?

[@chrislyrios6429]

But, we can’t take notes in a call center :c

[@ReaNinja]

Why daw?