How to Handle Irate Customers in a Call Center (WITH SCRIPTS)

Here's a guide on how to handle IRATE and/or VERBALLY ABUSIVE customers over the phone for call center agents. This will first tackle the irate but NOT verbally abusive and then the irate AND verbally abusive customer. Each scenario contains sample scripts.
SOURCE OF SCRIPTS (for the verbally abusive customer): WATCH: • Customer Service Tips:...
#callhandlingtips #callcentertips #kwestyon
00:55 Irate, NOT Verbally abusive
11:14 Irate AND Verbally abusive

[@Kwestyon]

Here's a mock call with a verbally abusive customer: kzbin.info/www/bejne/qJ6Zm5mhjcl1bbs

[@PATPAT-ij8op]

Hi. Miss. Pwede ka po ba gumawa ng video na para lang pakinggan, nagtatry kasi ako makinig sa iba. Yung boses mo lang yung gusto ko pakinggan hehe

[@chellastation]

Calling the customer by their name does help me alot. I agree with this tip 👍

[@joneilpechangco1681]

HI😊 JUST GOT A QUESTION HOW CAN YOU TELL YOUR CUSTOMER THAT SHE/HE WILL BE RECEIVING A SURVEY AND RATE YOU A PERFECT RATE WITHOUT TELLING HIM OR HER ON THE PHONE??THANKS A LOT..I HOPE YOU WILL REPLY ASAP...GODBLESS & MORE POWER TO YOUR CHANNEL🤗🙏🏻😇👌🏻😎💪🏻💪🏻💪🏻💪🏻

[@joneilpechangco1681]

HI😊 JUST GOT A QUESTION HOW CAN YOU TELL YOUR CUSTOMER THAT SHE/HE WILL BE RECEIVING A SURVEY AND RATE YOU A PERFECT RATE WITHOUT TELLING HIM OR HER ON THE PHONE??THANKS A LOT..I HOPE YOU WILL REPLY ASAP...GODBLESS & MORE POWER TO YOUR CHANNEL🤗🙏🏻😇👌🏻😎💪🏻💪🏻💪🏻💪🏻

[@joneilpechangco1681]

HI😊 JUST GOT A QUESTION HOW CAN YOU TELL YOUR CUSTOMER THAT SHE/HE WILL BE RECEIVING A SURVEY AND RATE YOU A PERFECT RATE WITHOUT TELLING HIM OR HER ON THE PHONE??THANKS A LOT..I HOPE YOU WILL REPLY ASAP...GODBLESS & MORE POWER TO YOUR CHANNEL🤗🙏🏻😇👌🏻😎💪🏻💪🏻💪🏻💪🏻

[@paulgerrolebora7674]

Til now I can’t believe that I’m in training already. I know hindi ako ganun kagaling sa english pero dahil sa kakapanuod ko ng videos mo I was able to pass the recruitment process and nag ttraining na ako. 😊 pero mahirap pla lalo sa newbie na katulad ko tas kasabayan ko pa mga tenured nakaka intimidate and minsan feeling ko hindi ko kakayanin. T-mob account ako and ang dami pinag aaralan sana tlga kayanin ko ang maipasa ko un training yun ang goal ko. Thank you kasi laking tulong ng vlog mo🥰

[@praeviph1756]

I feel youuuuu. I passed the interview and now Im on training already. Still having a hard time to understand about everything bcoz I have no any idea about being a call center, and I thought it was easy hahaha. But anyways, it feels so comforting to know that I'm not the only one.

[@russeljoydelrosario9108]

did you passed the training?

[@russeljoydelrosario9108]

​@@praeviph1756 Can I have an update? Are you still working on call center?

[@Kwestyon]

NOTE: The agent scripts for the verbally abusive customer aren't mine. Source is this video: kzbin.info/www/bejne/ZnzCkpycp82YaM0 . Watch her videos for more advanced customer service skills.

[@kendrasalas6629]

You are awesome, thanks 😊😊😊

[@anandkrishvvenkat5644]

Ms Kwestyon, Hope this message finds you in good health. This is my kind request. I need to know what are all the phrases which we commonly use while having a discussion with the customer. Could you please make a video on that ? --- Anand Krishnan V

[@chellastation]

These scripts are amazing. I had a customer yell at me & told me he would fire me. This happened 7am in the morning. We have every right to read our warning script, and hang up the phone if the customer does not stop this behavior.

[@albertlaman5829]

Very formative! Thanks for the tips, Sheena. Keep it up the good work.

[@stefanobeezo5777]

i love “issue the warning”. i’m definitely going to start issuing warnings to misbehaving customers.

[@sadphoneoperator8028]

Awesome content. Congratulations for it (BTW, I saw a lot of ads on both of the videos, it seems you are profitable for youtube) . I have already seen the verbally abusive customer and it has been a great piece of training. Even my supervisors and QA agents aren't so specific and clear as you are. You really are my inspiration to be better at my call center. I wish you can have more content like this. See you and good bless you !!!

[@lizzy8670]

This is very useful miss candice . I've been dealing with difficult customers lately and always lose my temper! And , my supervisor call me " the irate agent ". 😂

[@Kwestyon]

😂😂😂

[@naruto-sensei2426]

🤣🤣

[@analisacabrera3664]

😂😂😂

[@samalabharathi6035]

Same happened with me😃

[@rovelynrhodes8133]

Same 😅

[@labajotinamae8126]

Thank you Miss Candace, I already have many ideas about cc because of ur videos , more power on ur channel.

[@kamainetorda4704]

Thank you Ms. Sheena. I passed the final interview because of your videos♥️☺️

[@jiharrachannel1551]

Subok ko na ito, sa araw2 na makaka encounter ka ng irate customer. Most effective talaga ang makinig ka sa kanila without interuption. Wait until the customer ask, hello are you still there? After mag ngangawa ni customer , tsaka ka mag emphatize para ma feel ni customer na nakikinig ka, educate customer, be honest to them mas na appreciate nila yun kesa yung misinformation. Inform customer what would be your next step para matulungan sila at kailangan maramdaman din nila na magiging successful ang steps sa tulong o cooperation nila. Sa dulo ng conversation strong reassurance, at pasalamatan ang customer sa patient nila.

[@dizzamaegeronimo3461]

Thank you so much for this Miss Candice. It really helps. This past few days most of calls that I received mostly irate and abusive one customers. I realy don't know what to do. Its just like I am ready to quit my job. Lol. 😅❤❤

[@Momtastic243]

your video is so helpful, I am a filipino by blood and now living in the US working as a customer service in the library setting. keep up the good job!

[@drealmusick6296]

Dati na nunood ako kay ate para sa Assessment at Interview ko, ngayon pinapanuod na kita kung pano na mag handle ng customers 🥺

[@geliatun]

Thank you for all your tips! ❤️

[@marwinparinas9245]

Thank you for the profound tips you have given. I learned a lot and get something new from this videos. You really care for others, and have concerns for the people whom in the future will try to apply in a BPO company. This is truly an amazing videos. I am hoping for your future videos ahead and I can't wait to watch it. :) :) :)

[@jinneferlabarda4250]

Thank you so much this is a big help for us, yes this is verbatim but it will help a lot if you express your emotion(tone) on it. 👍👍👍👍🥰🥰🥰🥰🥰🥰🥰waiting for more videos

[@genelynzorille8259]

Still a trainee and the feedbacks of my account has the most irate customers. Thank you so much!!!!!!

[@jubeleng4851]

Tmob? Hahaha

[@emilybravo3591]

Thank you so much ma'am for this very informative tips. ❣️

[@mbertodscnzo2214]

I'm very grateful po talaga isa po kayo sa nakapag bigay kaalaman sa akin about BPO and interviews. And now nakapasok nko at product training na namin sa April 19, 2021. Didn't skip any ads to show my appreciation. Good work po.

[@Kwestyon]

Congrats sayo!🥳🥳🥳 Thank you din!

[@alexandroajrgranados3880]

@@Kwestyon a lot of people say if you work as call center angent you're gonna be an organic toilet for verbal diarrhea and frusted custumer are gonna yell all day at you,how can I handle that pression I wanna work but I feel nervous and afraid!

[@carllang5098]

Welcome to hell 🙂

[@mbertodscnzo2214]

@@carllang5098 sorry bro but i'm not in a telco accnt... No toxic caller....

[@carllang5098]

@@mbertodscnzo2214 try mo AT&T na account maganda sya 😁

[@funtasticchoys2773]

Eloquent teacher plus great experienced equal =incredible learning happened.

[@ranelbenecario6122]

Hi sheena.thank you so much for all your helpful tips on how to handle and manage unreasonable customer/s

[@mhaeperjes7534]

I do love all your advises😍 And I learned a lot from you❤ May I request a video of building rapport😊

[@jazzymn4764]

Wow! You're truly an inspiration ❤ your advices are perfect and pretty useful. New subscriber here.😊

[@rikiespinosa7468]

Your videos are my fave past time when I was just planning to apply in cc. I really learned a lot from you and I thank you for that. ❤️ I was here when you only have 15k subs and now you're on your 70k+! I feel very proud. 😊 Oh btw, I'm already in my 4th month as a cc agent. Thanks a lot! ❤️

[@Kwestyon]

Thank you ❤️❤️❤️ and congrats! 🥳🥳🥳

[@Guiltttrippp]

Wow. What an extremely helpful video!

[@ZEPHANIAHDEYN1320]

This is really helpful. Thanks a lot.

[@Jahkur13]

I am so in-love with your speaking voice and the way you talk, it's just.... uggghhh! God!!! 😍😍😍😍 and you look soo gorgeous as well 😍

[@zulfiali9318]

Very helpful well made video gained another sub and thumbs up

[@stephanienebreda868]

Very helpful thank you so much for making this KZbin channel and this content♥️

[@stephanienebreda868]

Kanina pag tapos ko manood nakatanggap ako ng good news tumawag saken yung inapplyan ko and luckily nakapasa ako♥️♥️♥️♥️ I got my job offer na for travel account thankyou

[@Kwestyon]

Wow!! Congratulations!!!🥳🥳🥳❤️

[@ivyalvarez3876]

this vlog really helps me in my situation rn♥️🥰

[@chellastation]

Thank you so much for the tips 🙏

[@solinaphectorjr.billones3158]

Thank you for this information... I used it to my final interview ❤😭

[@mariareehorst6695]

I love it ! thank you so much

[@yzahatesyou]

feeling lucky na Im only able to encounter irate cx ‘pag misrouted calls. And kahit isa o dalawang calls lang na irate cx ang ma encounter ko naaapektuhan ako mentally. I can’t imagine na mapunta ako sa isang LOB na halos every call bugbug sa mga cx. salute to all the experts!

[@mindyourownbusiness4858]

Thank you so much. I've been in BPO industry for 4 years pero ito talaga ang pinaka challenge ko. I take abusive cx words too personal. And it really burns me out sa work 😥

[@PJ-rv4ww]

X2

[@xiankeydimayacyac8423]

I love you ateee.. I always watch your videos

[@sharamaerefugia994]

I've been applying in several companies and I think this video will help me for further purposes HAHAHA

[@kennethmadrio3281]

Thank you!❤

[@edgaradona2617]

Thank you for sharing your talent Madam.

[@montianvlog5656]

Thank you this is very helpful 👍☺️❤️

[@zamarybiagtan6229]

Very informative! Thanks ☺️. May I request for a vid about building rapport, small talks and how to build human connection po. Hehe Thank your so much po ❤️🙏

[@poisonx932]

Very useful. Thanks❤

[@reizacarba2861]

Hi omg im here because i am planning to apply callcenter next month, oct 6 and i am nervous because this is my first time to apply for a job. also im not fluent in english so that im watching your tips and its very helpful for me. i hope im getting hired ♥️

[@praktisktethos8775]

Great vid!

[@nkoruth6998]

This is elaborate. thank you

[@cathyrapiza1995]

Hi. I'm a new subscriber here in your channel. Your videos will be of greatly help to us, aspiring call center agents. Thank you 🤗

[@SD-hr2dm]

I can not tolerate personal attacks or cussing, there will be no warning cause they know what they are doing, I will simply hang disconnect the call, they know. I had few that simply called back later and just asked politely for who they need.

[@KelvinShowTV]

Super cool !!!!!!!!!!!!! Love you !!!!!!

[@edzser7417]

ang galing mo talaga Mam mag english at mag explain sana all 😊

[@alexandratan1727]

can you make a video about delivering empathy in different situations? I would appreciate that 🙏

[@alexandratan1727]

I'm a trainee and I struggle delivering empathy. 😩

[@chellastation]

This would be useful. Thank you 🙏

[@jeaneliefayer]

Final interview ko na mamaya. And may mock call. Thank you po sa tips niyo😇

[@janemayuga4777]

Galing mo, te. Idol na talaga kita.

[@amielatabaki755]

I like your videos all the best luck for success of your KZbin channel!

[@angelapark8949]

AT&T is the assigned account that has been given to me. And it is my first time applying call center and I'm so scared. They saud that there are a lots of Irate customers there.

[@yuukihinamori2310]

What really? Oh no, I was given an offer for that account as well.

[@doremifacito4060]

How are you doing?

[@divinalaoang3473]

I love your contents! May I know the brand /specs of mic you're using..? :)

[@beaudlairefontus8725]

Thank you so much

[@rogue363]

It's perfect and very useful 😉

[@RhenhartLosaria]

Candice you're so perfect. Aside from being a good speaker you're also pretty.

[@janicebenaro6151]

You're your voice🥰 Ganda nang accent sobra❤️

[@archivosvvk4200]

Excellent✔️

[@tilawakohalamiauy4219]

not only with the calls, especially love life , you can not solve and be reconciled with the one whom you love when both is upset :)

[@hanzhanz5038]

Hello Ma'am. I have been one of your loyal subscribers po ever since. Your videos helped me a lot to land a job in BPO, even right now, I'm still watching your videos and they are actually useful for those all applicants and aspiring call center agents who are trying their luck in this bpo industry. Right now, I am a trainer of a Contact Center Services NC II, I just wanna ask a permission from you If I may allow to use all the information from your video as my reference in preparing my instructional materials to be specific in my powerpoint. I will not copy the whole video but just the information you provided on the video. I will just the information you provided and put it on my powerpoint presentation and I will put your information there. Thanks Ma'am.

[@jailthecorrupt]

What's with the eyes. Lol. But you are excellent. You nailed the second scenario.

[@davidunmexicanoengrecia81]

3 days ago i took my first call 😆 i was super nervous. Thanks for giving all of these tips. Love you 💕💕

[@mysimplefoods7864]

Hi ma'am. Do you know any app in which we can install with our desktop to caption /substittle during our call so we can clearly understand english speakers .as we all know some of them blends their words which lead to difficult understanding. If any suggestions. It would be a great help if you can make a video about it as well..thank you

[@user-uj3js2xd3d]

It's so creepy when Service Reps call you by your first name - so disrespectful

[@blvck2774]

Not on the US, they prefer to be called by their first name.

[@betholimpo2056]

newbie in industry 😊😍 laban lang everyday

[@Kwestyon]

💪💪💪❤️

[@anamariab9772]

You thought me how to prepare myself for the interview. Now I m.back to.learn how to deal with rude cute consumers 🤣

[@clifordgensenjournel1240]

Very Good

[@marivicmesina7205]

Marvic mesina newbie here i love this channel

[@allisonkaitaguilar1993]

Could you please do a vid tutorial, tips on how to pass the langua test of alorica?? Thank u!

[@markanthonyespina7842]

Hi, please notice ... I'm a huge fan of yours -- need your help !! how to handle an irate costumer in a call center survey , how can you persuave them to finish the survey. I will appreciate your advice thank you so much 🥰🥰

[@roneldeleon8704]

I was interviewed last night .This was my first and it was awful experienced. Gusto ko matunaw sa harap ng interviewer. I practiced a lot and the questions that was asked me was not the question I practiced and the disaster happened.

[@rajkotwalaabhi]

Now that's great example that you have given where customers shipment is delayed and then in response you have said to contact the Canada Post but in my case we don't have authority to contact to seller for shipment delay all we can do is to raise complaint in system so how to convince customer 🙏

[@carmieamorin5449]

What cam you say about the saying that costumer is always right?

[@jatindersingh5099]

Respected maam! While you start talking about anything 😁 I don't know what's the reason but you looks always innocent 💕

[@jonahamodia617]

Hello po. Hope merong videos on how to empathize or more sample of positive scripting in diff. situations.. New po ako sa YT channel nyo

[@uhmmki3432]

More newbie tips, and how to videos 🥰🥰🥰

[@lalamiese2412]

Hi. I have bpo experience for just a month and went awol last 2019. My question is can i apply to that company again?

[@marycriscanete1108]

Hi Miss, ask ko lang po if same lang po ba si autoview questions at berlitz?

[@annagee9118]

how about the verbally abusive customer always cut you off whenever you are trying to talk? 😅

[@aurariverom]

Eres la mejooooor de verdad!

[@kristelespinosa73]

Hi Miss Shiena, can I ask a sample answer for question "what can you contribute to this company". (experienced CSR here but I stopped when the pandemic started and starting to apply again)Thank you in advanced, your response would be much appreciated..God bless & stay safe..

[@dollyupadhyay9647]

Amazing mam

[@jennylyndozon4760]

hi maam . ano po ung gamit nyong app to cancel background noise ? is it applicable if your on WFH setup ?

[@gelatiarte7387]

En mi país hasta te bloquean osea estás en una lista negra q no puede acceder al servicio al cliente

[@anthonettecorpuz2273]

Can you make a sample mock call for retail account

[@marielecastillo3924]

Hi! Im a newbie in call center and assigned to telco account. Is there any violations for me as an agent if I disconnect the call to a verbally abusive customer? But ofcoure i'll disconnect it in a nice way just like what you said Ms. Kwestyon😊 Thank you and more contents like this!

[@melogincarunungan7715]

Warn your customer twice and politely inform that if your conversation continuously being not respectful,you will drop the call.

[@jmarkie1]

What if the agent is the one who is racist/homophobic/verbally abusive/personally attacking the client. Can you also show in the view of the customer and what is the right thing he/she needs to do?

[@tnxyou3381]

The real question is, what if the agent brutally rebuttal the costumer's abusiveness. Like yo mamma thingy. Lol

[@kenjiediaz6112]

So helpful but customer will definitely give me a DSAT if I disconnect the call. ☹️

[@annaoro2804]

This is always happening to me when I was disconnected with my cx due to ISP issues. Still fighting. 😊

[@aubreypanaligan3546]

Does the company allowed their employees to change their real name in the call?

[@andreaabilay6833]

Any idea what's Fb Oculus Tech Exam?

[@joneilpechangco1681]

HI😊 JUST GOT A QUESTION HOW CAN YOU TELL YOUR CUSTOMER THAT SHE/HE WILL BE RECEIVING A SURVEY AND RATE YOU A PERFECT RATE WITHOUT TELLING HIM OR HER ON THE PHONE??THANKS A LOT..I HOPE YOU WILL REPLY ASAP...GODBLESS & MORE POWER TO YOUR CHANNEL🤗🙏🏻😇👌🏻😎💪🏻💪🏻💪🏻💪🏻

[@gatablanca1949]

I have to handle calls in 2min 96secs. How do you do this in such a short time?

[@edgarbustos1877]

Sometimes I ask myself if I really want to work in a call center

[@manwol3212]

Hello po! What if the previous agent had promised the customer of refund, And now the cx is very upset because of wrongly setting the expectations. How do we de-escalate this contact?

[@queeniemarielourrainedawan9227]

Hi mam baka po may podcast po kayo gustong gusto ko po kc tlga yung accent nyo sana po manotice nyo

[@littlelakshitha8035]

Share mock videos to deal with irate customer where order not delivered on time and later price increased we have only option to issue refund only and not compensation

[@khamzatchimaev1009]

Thanks o lot be safe beautifull girl

[@nickmauricionicko2499]

Hi madam, can u make a video regarding How to get a commendation withoutout proactively saying it to the customer. Will help a lot!!!!!