Customer Service English: Calming Frustrated Customers

[@Martonpjr]

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.

[@marcosmytil1053]

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

[@cristiandominguezramirez9778]

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]

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]

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

[@_Davia_]

​@@sirjavi1😂

[@margaritavalarezo1525]

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

[@margaritavalarezo1525]

And yours-peak English so clear!

[@itsADHDforME]

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.

[@willinsnicolas4519]

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

[@carmonachavez2369]

Thank you for this additional idea /helping tips.❤

[@sivac4999]

one conversation lesson needed from you sir..

[@virginiabattles]

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

[@manuelbenitez3123]

Very useful for my job!

[@joseluismunguia4529]

Hello from Honduras thanks for the advices

[@katedaniels9623]

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]

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.

[@mancityfan45]

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

[@szilviajuhos3886]

Very helpful, thank you :)

[@DavyManners]

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

[@CloudEnglish]

The jury is out on that one

[@Rainecares]

Pls what do you mean

[@davidben1154]

@@CloudEnglish😂😂😂

[@nolvian618]

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

[@ernestineglass9749]

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 😊😊😎😎

[@Rainecares]

Thank you from Nigeria

[@hamzahq6974]

Excellent! You are great. Thanks🙏

[@SonPhan-z7t]

Thank you

[@JavierDeldado4760]

this is a well explained lesson

[@seedgamingph]

I believe this will really help me as a newbie

[@supermichaelssecondchannel4342]

Thank you for this video.❤

[@DALVLorenzo]

Great vídeo.

[@gracebolanle1730]

Thank you for this detailed video

[@winniemalinis1753]

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

[@mohinhdochoinhapkhau]

Great Help. Thank you!

[@nazninakter2745]

Helpful advice ❤

[@VickyVicVictoria]

Very helpful! Thank you very much!

[@tanishajarvis3276]

From Panama.... Thank you ❤

[@craigtravasso]

Great content. Very helpful. Thanks a ton.

[@laura3619]

Excellent 👍

[@desaprendasuador]

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

[@campusevangelism1859]

Thankyou very much, The ideas sounds good

[@Keskoncept]

Thanks, this is a beautiful video ❤

[@wizard2025]

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

[@koonanna8164]

Very useful , thank you so much❤❤❤❤

[@carolinijeronimo7026]

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

[@IllianRenan]

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..

[@mimic8404]

Can you please do one for servers? Thanks!

[@siliatimepassvlogs]

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

[@elliecao9230]

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

[@JPdynabook]

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

[@claireglory]

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

[@janekmatek]

High Quality

[@MehndiBySoukayna]

what is your name please? as I want to put your name on my CV as I saw this course haha

[@CloudEnglish]

Huh?

[@IreneSamson-q6s]

❤❤❤

[@itsADHDforME]

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

[@Patience_asore]

👏👏👏👏👏

[@Soulcritic]

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]

志木

[@mariefrancepierrelouis5009]

🎉🎉

[@antoniomaranon3213]

never say i am sorry

[@EmersonQuinton]

This is terrible advice

[@naniabautistafeliz3743]

Hi, Dominican Republic .