How to Improve CSAT & NPS Based on Customer Type

[@leonardobuna5522]

Looking back 5 months ago I spent my spare time to watch all of her content videos because I really wanted to apply in a BPO industry. I quite Mobile Legends and I really put my extra time watching her videos. Miss Sheena did a vital part of my BPO journey because Ive learned a lot and it was useful that it helps me to pass initial and final interview. With Gods grace can't believe that I made it to my 4th month and counting as a sales and customer service representative. Miss Sheena please know that I am beyond thankful to you to the lesson, knowledge and experiences that you have shared in your videos. It was indeed a blessing for us . And just to let you know that I never skip any ads that appears in every videos cause this is the only way that I can paid you off for your help. God bless you miss Sheena💞.

[@Kwestyon]

That means a lot to me, thank you!

[@clevergeeksolutions]

Was given a pre-employment form and set of requirements yesterday. This will be a great help when I start my training or start working in the future. Thank you very much for this! Continue to make videos like this, you really deserve my subscription lol more powers and stay safe always!

[@ademadali3694]

It's been almost around 7 or 8 months I guess that I've watched your vids, and that was when I was still applying for bpo companies, and now I'm back again and how to gain more NPS haha. Thank you so much for your great help ate Sheena♥️

[@varyaalexandrovich3086]

Ako get addicted even on downloaded i always listen her vids kht nglalaba😆

[@AlvinKline]

This video is very helpful for all newbees. Highly recommended to all call center agents. Worth to share too. Short and simple yet very helpful.You’re the best!! Congratulations

[@botchoypo250]

im just so in love with your tone of voice Sheina. I can listen to you entire day and make a good sleep

[@enriquecruz9839]

Always enlightening content where we can maximize and optimize to the fullest our customer service skill as well as customer service experience along the same lines I always take bit and pieces to apply on my interactions.

[@aneita01]

These videos have me getting lots of Great ASAT scores Thank You Thank You

[@arturom7903]

I really learn so much when I'm watching your videos. I'm so grateful. 🙂 Thank you.

[@joannamariegarcia6305]

Wow 😲 You just give me a positive outlook on my dsats recently. Thank you for giving tips on how to improve in handling these type of cxs.

[@genellenotarion5987]

Ito yung pinapanuod ko nung gusto ko palang mag start sa BPO. NGayun mag 2 yrs naku and PAYPAl in-house naku nag work pero wfh parin permanently thank you gurl lab you

[@ryuchikamiishi8615]

I totally agree with investing on happy customers or customers who have a newly purchased product that they need help with setting up. I was a technical support representative in my previous job and whenever I encounter a customer who is setting up a product, I would be super proactive in helping out which leads to me getting high CSAT and NPS regularly.

[@khakesdomain1033]

I've been watching your channel for a while.. And I'm smart and interactive now I'm looking forward to it getting more CSAT .You make me widen my views towards ways of better approach thanks.

[@nikkibrown1601]

The hardest stats for me. Showing empathy and small talk got my scores up.

[@AlengNene-wd1gg]

It's been 3 days today since we take nesting yeah I always transfer the customer in the survey line but heres what I got. I always got Dsat . I Manifest that tomorrow I will bet my score and get a lot of Csat so that I will pass my Nesting and get endorsed to the company . ❤

[@gleferjoyputian2036]

I watched your videos before applying in call center, you really helped a me a lot 😊 been hired in alorica since jan 10 ..kuddos to your educational vids 😍

[@AlexSanDiego_]

Ano pong mga requirements??

[@botchoypo250]

Hello Sheena! Can you make a video about email reply? Im aiming to work for a non voice account and your samples will be definitely helpful. Thaaanks :)

[@KelvinShowTV_]

Beautiful 😻!!! Another awesome video!!! Greetings from Dominican Republic 🇩🇴!!

[@yaphet8574]

I'll be applying tomorrow in Concentrix Baguio. Wish me luck, guys.

[@jekoyjekjek6454]

I will start my call center work tomorrow. Thanks for the ideas. Goodluck to me!

[@janemechelborja2597]

Sheina, the time I subscribed in ur channel I think u have only 1k plus subscribers, if i am not mistaken but now u have more than 240k..Congratulations..Its a huge mileston for ur channel..😍😍😍

[@rosy9172]

just passed my final interview yesterday. Thank you so much❤❤❤

[@christinenoquera9796]

Watching this cuz I got dsat and nps sucks after what I've done with that customer I did help her with all her many questions before our call ends said she really appreciate how patience I am with her 😭 btw watching you really help to ease my agony , i feel betrayed

[@ARBOYNUEL]

1:03

[@varyaalexandrovich3086]

i don't skip adds para mas motivate si sheena to make more vids.sheena nag health care po ako and i learned from ur vids

[@fernandoquintero7433]

I loved the video. Thanks so much for your advices.

[@幸宏-m7h]

Hi Sheina! I'm a fresh graduate and about to enter the the BPO industry and your videos have been very helpful! I do have a question. In your experience, how often did you meet each type of customers? A rough percentage estimate of each would be helpful as reference on what to expect. Don't think too hard on it and just tell me the number that pops in your head. Looking forward to hearing back from you!

[@allyzacervito8133]

Congrats Sheena! Now na lang nakabalik sa channel mo. Grabe Dami na subs. You're really helpful!

[@gracedeleon2125]

I have hard time to get the csat and nps recently. By the way, thanks a lot. Very helpful. 😊😁😍🥰

[@svnkm1894]

im still waiting for my first survey for this month.. how did you know that i need this video?? 😱😱

[@svnkm1894]

guess what... that month i got 11 promoters

[@Kwestyon]

Congratulations!!!!

[@juliocharry2172]

I work at Remitly 😁 this is a good coaching

[@chungkhoannp-nguyennhatphi540]

your lessons are great, hope my credit card get fixed within a week to send you support ^^

[@tinathompson399]

Your so Awesome 👍 Thank you 🙏

[@uniquestar5527]

I just love your background, Sheena! The natures outside, the rays of sunlight reflecting through the window, and love the way you position yourself at the center of each sides of the window. 😁I like your windows too! That is beautiful, feels like peaceful and calm there. 😊 And you're beautiful too! 😊

[@michaelmendez1449]

ila elma mana

[@jaysongamboa6848]

Hi ms. Sheena, i've alwayz watched your videos bcoz it can help me to understand the job i've been applying.... Wish me luck, this is my 1st bpo job (tp)

[@nonamecuizon1168]

thanks for the tips i really find ur channel helpful🥰

[@Brixtrix1498]

Ur voice was so cute when started speaking bisaya I was like 😱

[@Temporary.life4321]

Bisaya siya??

[@jomarsobrera4461]

Galing... 😇😇Perfect ang Ganda mo pa ma'am 😇😇

[@imperez669]

Frm what i've seen so far, i noticed that the agent that gets the most "promoters" are NOT the ones who are perfect w/the processes,, nor the ones who got the sample spiels memorized & lays it out according to the call flow, of course,,, Its those agents who are able to reach out to the customers emotions, with words that are short, basic and genuine. No big words are needed if u want to empathize.! Respond like how u would to a friend.. After the call,, cx are unsure abt the resolution, but the agents sincere effort to help was what won the cx over.! Actually,i had a team mate who 's always forgetting things when it comes to the process,, but listening to her call,, u would think that shes talkin' to a friend.! She's really amazin'.! She always gets commendations,, She even got proposed to one time.! Though,, no matter how glowing the cx's words are,,her calls were never used as an example of a good call to follow.! 😁😂

[@Anikvikram]

Thank you 😇 😊

[@kikemoreno5731]

I live your videos, I'm new here I just subcribed👍

[@jaysonfeliciano4855]

Loveyou, Ma'am!! 💗

[@carmiemonsalud8270]

Hi ma'am,I was so nervous yesterday I got call from the company for the 1st step interview and then send me a text saying fill up my resume so they can endorse me for the next step. But seriously I don't have idea what should I do if another phone interview will be, that's why I find some ideas here in KZbin and found you and subscribed already just to learn more. I want to boost my career from as a mother of 4 and to help my husband financially because of this pandemic happened and I am willing to learn more. I am really hoping positive results on my application for.

[@futurefeature7844]

Hi kwestyon, could you please do a helpful guide on keyboard keys that are helpful to call center agents for doing everyday tasks on their computer and especially during a call. 😊 Thank you in advance 💛😊

[@whodisss3947]

Do u have a podcast?

[@arvinsenglishph2293]

Hi sheen if it's possible I hope you come up with a podcasts or interview some known BPO folks on ya channel so we can acquire acumen from 'em.

[@chellastation]

Do you have more positive scripting for mock calls? I find your videos super helpful.

[@sherrylprimo]

This is indeed helpful!

[@Crangie_official_2]

Hi. Can you make a mock call video about food delivery account? 🙏 Thank you so much! 😊

[@mstrabajales7868]

Hello sheena! Just visiting again your channel hehe 🥰

[@Kwestyon]

Hello there, Ms Trabajales! Thanks for dropping by! ♥️

[@thaliavillacruz9685]

Hi! may I ask what headset are you using for minimizing noise?

[@maylineaducal5769]

Currently struggling with this. My survey count is high but I find it really difficult to get csat scores😔

[@elpidioplaza5181]

I really struggle with CSATs working in Billing/Sales account. Most of the customers are complaining about the price or wanting to lower the bill without losing anything from their current service (btw we don't have options to add discounts). In addition, we still have to look for opportunities to upsell/cross sell or offer new available products. Lastly, it's difficult to flip the situation if the customer is already unhappy or disappointed with the company. Most of them would say that it's not my fault as a CSR but the survey is actually pertaining to the company not me who assited them. They would really give a DSAT survey then.

[@anandsingh853]

Ma'am my self Anand Singh I'm from india ..Nd I'm big fan of ur english because sometime we use fumbling how's improve plz

[@viddiary8499]

Wow, bagong background!

[@arvinsenglishph4925]

So nice .. Can You make a vid. About outbound call?

[@TycheMLBB]

Healthcare account here. We are not allowed to passively remind the survey .

[@jhesssaraga4513]

Ms. Kwestyun I want to know what tips should I take to improve my attentive listening cause I am also an agent who always take long call

[@jangreyofficial8566]

How can I apply this small talk, if ever I'm a chat/tech support, ?

[@arvinsenglishph2293]

Hi sheen Can you make a video about outbound call. I feel it's a trend in provinces. Kinda enticed about it.

[@jinger5071]

Hello! Can you make a video about refund and cancelling room reservation? I badly need that. I hope you read this. Thank you!

[@denpaulcairo8147]

Hi! Do you have a video about specific technical support issues and how to properly handle them? Thank you po! 🔥🔥🔥

[@sandraedc]

Hi can you make a video about Late Fee negotiation. Share some good talk off.

[@travel.ph1]

❤️❤️❤️

[@ponssicat4993]

Malpit n phone interview ko sana mkpasa .. ingat lgi mdam

[@marialyncatequista1103]

Hi Sheena! I'm not working in a BPO I just want to know what is CSAT and NPS stands for? Thank u for your answer GODBLESS

[@shimarin1365]

NPS - Net Promoter Score CSAT - Customer Satisfaction

[@joverpunis6638]

Hi sheenna how are you? can you make an advice or tips about the freshers who want to be in a call center industry, i dont familiar with english i only practising it for a month only...i unfortunately dont have any or even a bit experience about call center industry....

[@annalizabuenaventura499]

Hello Sheena❤️👏🏻

[@nuhalilangen6535]

Hello, what if the unhappy customers with no good reasons give us the bad survey, will it affect our employment? Like baka mawalan ng work dahil sa survey na yon?

[@michaelmendez1449]

ka igat sa last part

[@davidwayneherrera4267]

How do i say to cx to answer the survey without telling them to answer the survey

[@pearljoyencarguez9100]

hii Sheena can you make a video about different signature response

[@julieAnnLayson-q9r]

Ugh i always got dsat ..😢

[@krishamaecirujales6499]

Hi Sheena ..Can you also make a video about the retail account all aboutt ? haha a newbie here 🤗❤️❤️ hope you'll notice my comment. God bless ❣️

[@pianobabu9227]

Hii, sheena first thank you very much for your helping videos, i want that if you insert subtitles in your videos then it would be very helpful for me..

[@Kwestyon]

Hey there! Have you tried turning on the automatic subtitles on KZbin?

[@AlexSanDiego_]

Pwede gawa ka pong content about call center requirements

[@poonampriya5887]

❤❤😊

[@yellowhowRu1]

Hi Do you have any tips for people first time in a Telco account? Customer service for Telco account to be precise

[@Kwestyon]

I have a recent video about that. Have you watched it?

[@arvinsenglishph4925]

Hi Candice i Hope you make a video about VA. It's quite related to bpo This will make your channel even more ample..

[@samwol7847]

Not where I am from unfortunately. No matter how hard you worked to help your customer if you get a low NPS it doesn't count. Regardless if you've move mountains to resolve their concern there are customers whose basically unredeemable and where I am from that's just an excuse.

[@MelchardAlvarez]

i have the lowest survey score always its only 50%

[@strangerthings5631]

I like your hair color

[@ma.angelicacasimiro4620]

Mock call for a financial account ma’am please❤

[@doomcookie8046]

Mam gus2 ko matuto pra makapasok sa bpo..pano ko po maprapractice ung english ko..kc po sa interview alam ko ung sasabihin ko pero ung mga salita hnd ko masabi..parang hinahanap ko pa ung mga words..,

[@ariannetaylor317]

T-MOBILE expert here

[@mariefeabiada2767]

Hi ate may I know the color of your hair it's so pretty kasiii

[@markuchiha7737]

Meron kaba jan tl vid about freelancing haha yoko naaaaa

[@lailanearnejo7643]

Hi about on a financial account call

[@gandaka5773]

Account q po is telco.,pano po mag retrieve ng photos.kasi ung lumang phone ng customer sira na hindi gumagana.,gusto nyang ilipat mga photos galing old to new phone., pagawa nman po ng video thar scenario.,tnx

[@lynchan7661]

ABELLA PO BA APILYEDO MO? po

[@keziahmargauxjurcales3749]

ako na palaging dsat at outlier sa team😢

[@joandelacruz257]

💚🖤❤️♥️💖♥️💋💋

[@jesssica2002]

Hi ate ask ko po sana ano po Yung NHO sa BPO?

[@cristelandres8223]

New Hire Orientation

[@analynjulom6064]

Hi mam Sheena ♥️♥️♥️

[@jowelpasigado4282]

Hello ateh sheenah can you teach me to become fluent in English cause i want to apply as a call center agent and this is my first time plss i want to get hired to help my family

[@nivthompson5151]

Hello po Ms. Custora. Hopefully makapag pa online reading din ako sayo. Nag message na po sa admin niyo pero wala pa sumasagot. I need to know kung nasaan ang nawawalang kung jowa if buhay pa or what. Bigla nalang kasi siya nawala. Sana matulungan niyo po ako with your Brother Jay Custora. Thank you

[@markuchiha7737]

Tll hirap po ko jan bkit kaya ngative balik. Yoko na send kona tl ah hahahaha😅😅😅😅

[@phillipgoat00]

If you're a noob you're going to believe this. If you have been in callcenters for a long time, this is not true. 99% of the customers are rude and they will insult you to death. There is no way to improve csat or nps because the customers are calling because most companies are trash so they're angry. Videos like this are hilarious, we're not kids.

[@michaelasandison9384]

Kumusta, nais ng aming kumpanya na magkaroon ng pakikipagtulungan sa negosyo sa iyo, paano kita makokontak

[@joelithoxd5552]

before this vid survey sent=70% csat 100% but only a 5% of calls got the survey filled after i applied advices on the video survey sent skyrocketted to 94% csat still 100%, but 35% of surveys filled :D

[@CuteBatender]

Just one ☝️ “BURAOT “ 😂

[@bonusgabriel6335]

ASW