HOW TO RESPOND WITH EMPATHY AND REASSURANCE | Breaking Down The Call Flow Episode 2

ABOUT THE VIDEO: This is EPISODE 2 of Breaking Down The Call Flow series wherein I tackle each part of a basic call flow in detail, one step per video episode. This video is all about responding to a customer's concern with acknowledgment, empathy, and reassurance.
FULL SERIES: • 📞 BREAKING DOWN THE CA...
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[@ReaNinja]

FULL SERIES FOR FUTURE REFERENCE: kzbin.info/aero/PLpEXFgzuDIjAMhG1jK5AXEEkleykIb6Gi. Let me know what you've learned in the comments. Questions? Violent Reactions? LOL ♥

[@markbrad123]

LOL, empathy is not a mirrored transference of violent reactions. Guess it takes some mindful step back into the space/silence between thoughts and feelings to not get hooked like that.

[@ReaNinja]

@@markbrad123 Huh? 😅

[@amielcalangi8029]

Thank you Mam Rea

[@donitarivera3117]

This part of the call flow is the hardest for me. It's hard for me to express Empathy. Thank you Rea for sharing your knowledge with us.

[@ReaNinja]

You're welcome Donita! I'm sure you will get used to it eventually. ❤

[@ennayoj301]

I'm having a hard time showing empathy even though I'm resolving my customer's concern. This is a big help. Thanks, Rhea. Keep safe. ❤️

[@andybinamira9268]

For the reaasurrance part, it should be specific... Don't use this or that, rather say the specific concern Ex. No worries, since you got me on the line I can check options to help you with the double charges on your bill.

[@maginasky6098]

Great Video! Excuse me for chiming in, I am interested in your initial thoughts. Have you tried - Pondalyn Phrenic Paramountcy (do a google search)? It is a great exclusive guide for discovering psychological methods to make women want you minus the normal expense. Ive heard some incredible things about it and my cousin after a lifetime of fighting got amazing results with it.

[@30x99.]

THANK YOU, NINJA! A REALLY GREAT HELP FOR US BEGINNERS. YOU ARE APPRECIATED!

[@Lam_Me_O_Nhat]

I'm lucky to come accross your series. Thank you so much! If you can made another series about good and bad answers examples (then update them periodically) it would be great. I'm getting back to work after a long maternal leave and this is so helpful. Looking forward to see more of your videos. You've done a great job!

[@jacklynclaro6938]

Ms Rea! You are really an angel in disguise. Thank you for sharing your ideas and experience with us. I am new in BPO industry and your videos are a big help for a newbie like me. Keep it up! 👌🏼👌🏼❤️❤️

[@ReaNinja]

Thanks for your kind words Jacklyn!! Happy to know that my videos help. ❤

[@mapagmatyaga9174]

Why angel in disguise

[@johnpatrick7952]

I will be having my final assessment this friday which is also the last day of my training. Wish me luck hehe. Thank youu for sharing this! Hope I can get fully hired on friday.

[@surgeyallen3126]

Thank Rea for these information you are very great this is my first time applying for a call center job and your video help me a lot..

[@tana2207]

Such a good and valuable information. Appreciate your effort Rea.

[@Mister-B509]

Hello. i'm Berthony from Haiti. i'm very fond of watching your videos!! you are so a great teacher!! keep on like that.

[@joyceseptimo6333]

We have a call simulation for today, And now I am watching your video Rhea. Hoping I can handle my call simulation, Im nervous. Thanks for this

[@riahfights7506]

I should have watched this video 😭 I failed applying AER during our training phone time 😭 It is because while the customer was sharing her concerns, I feel sorry for them but I was not able to acknowledge it and directly go to resolution. And also, I can't reassure because I am not confident enough to solve their concerns.😢 By the way, THANK YOU FOR THIS VIDEO💕

[@niezelgalile4564]

Hi Ms.Rhea thank you so much for your videos..

[@markjosephbaldesco2145]

This is really helpful video especially in financial account

[@sladeswithHate]

@Rea Ninja , Now this is so on point 🙂 . Concise , all-encompassing . Surveying things in totality . Feelings and facts coming together .. ❤

[@williamzerilchannel7892]

Thanks I've learned a lot from you 😘😘😘

[@AdrianPantonial]

I just subscribed! Yay! Thanks. :)

[@peterparking2080]

thank you very much!

[@sladeswithHate]

@ Rea , exactly ! Position yourself in your customer's shoes . (Controlled) Empathy , yeah .

[@ernestinabriones7682]

everydat i repeatedly watch and listen with all of the learning from you . thank you can help to learn more and give me a one on one coaching

[@ReaNinja]

Soon I will have ❤

[@elenitagutlay1578]

That's very helpful!❤ Thank you

[@lemynade]

I got hired on July 1st, still training and this is my first job, I'm struggling a lot for aer and probing, I just hope I can survive.

[@tomoeyukishiro2446]

Gonna prepare for this

[@harveyearlmusca7922]

I am now on part 2 .. Thank you so much for the lessons. It really helped me a lot.

[@ReaNinja]

You are welcome! :)

[@carolinequeen8520]

Thanks so much for helping and sharing your knowledge to us who's new to this industry. Such a big help💗

[@ReaNinja]

Welcome ❤

[@sladeswithHate]

@ Rea , right ! You cannot dehumanize the transaction . Two humans conversing , out there , on the phone call . Mutual respect . Integrity . Transparency . Honesty . A communication where both parties invest themselves , and feel " involved " . True , AHT and Standard Operating Procedures matter and have to be abided by . However, that doesn't necessarily tells you to behave like an agent stripped of sensibility and sensitivity . Place yourself in your customer's shoes , yes that's what it is all about . ..

[@rhearodriguez1927]

Sympathy is to be able to feel a others feelings like grief anger etc while empathy is putting urself in someone elses situation

[@nevojodartsop1505]

Than you for this❤❤

[@ReaNinja]

Welcome 🙏

[@sammerez5276]

Nesting namin ito yong kahinaan ko empathy at assurance . Uk retail account ang hirap ng accent nila huhuhu 😭😭

[@michymo3058]

Nesting na namin nexweek🥳 sana makapasa🥰

[@NicolasLopez-dm8ms]

Sure I'd be very glad to check out ____________

[@icecreammaker72godgalaxybe31]

thanks po. sometimes i do feel nervous and suddenly rattled ..this vid helps a lot.

[@ReaNinja]

Glad to help! ❤

[@embracinglogic1744]

Thanks for the video. If possible, could you please post a video related to how one can improve his or her upselling skills at the end of calls? Many call center jobs require this, and this is something I think I could have done better. Thanks.

[@ReaNinja]

Thanks for the suggestion. I'll see what I can come up with.

[@ReaNinja]

Hi Jason, I talked about upselling a little bit on episode 5. 🙂

[@embracinglogic1744]

@@ReaNinja Thank you.

[@kenneth9343]

Good evening mam, kakagaling ko lang sa teleperformance dyan banda sa Greenfield. Sayang hindi ako naka pasa, fail kasi ako sa typing kailangan kasi 25wpm e nakohako 24wpm hehe, mag papractis na lang muna ako, wish me luck mam.

[@ReaNinja]

Aww yes, practice pa more Kenneth. You can do it! Some tips for typing: kzbin.info/www/bejne/hWqnfWykpLWlbJI

[@angelicaescartin3516]

Suffering right now in telco haha but thankyou for this rea ☺️🤗

[@animedict1013]

Tnx sa info talaga Kasi wala nako natutunan dito sa training Kasi panay.nasa room lang kami Kahit 2 weeks na sa abay Nakakadis appoint lang kasi ako ko na This is the time that we can learn more about the call flow. In 2 weeks of abay we have just 3days of call... How frustating And our batchnate already know almost everything.

[@marynazarethyago3831]

We are not allowed to use "Don't worry" it's a negative a statement according to our QA and account itself

[@ReaNinja]

If they say so, then follow it. 😊 but it doesn't apply to all.

[@RenoiR9]

Dre judko permi mawala during calls. Makalimot ko mag empathy ug magreassure... Thanks ninja for all your videos....

[@ReaNinja]

Understandably because Filipinos have a different culture. Dili kaayo ta tig empathize. But sa sigeg balik balik, maanad na ka. 😊 Thanks for watching!

[@sassyrabbit9252]

can i go to clarification after using AER or acknowledge clarification then empathy and reassurance?????

[@adrianamacaraeg8526]

Ms. Rea, i got hired to a bpo company because of you, you help me a lot by watching your videos and this time nag ppractice ako sa acknowledgement and empathy.. thank you so much❤❤❤

[@ReaNinja]

Happy for you. Congratulations ❤🤗

[@shimondominique7314]

it's hard for me to express empathy. I don't know where to start in expressing my self

[@sladeswithHate]

@ Rea , true , this is a BPO and runs on AHT and more the number of calls , the merrier. ' Customer Service ' the term actually traces back to the Ancient (archetypal) practice of being (fucking) there , for another . The ' rules ' should be there to let the agents help the customers , rather than restrict the agent's agency when it comes to efficiently resolves the conflicts and confusions plaguing the customers and the situation .

[@Josh-su4es]

Bilis naman. 💕

[@ReaNinja]

Mas mabilis ka mag comment. Haha! Salamat!

[@cee8226]

This part is really difficult for me 🥺

[@janicagail3369]

How would I respond to an upset customer with acknowledgment and empathy if he just said “I need my account number”

[@ReaNinja]

Why was he upset? Thats where you'll based your acknowledgment.

[@femmyeonnie249]

Hi Miss Rea ☺️ I really love your videos po. It really helped me during my interview. Im having my training right now thanks to your tips ❤️ Pero mag ask lang ko ba. Need ba nga fluent gyd kag english for you to pass the training? Kay kadtong first mock call nako I didnt pass but we did retake. Still ga stutter japun ko because I dont know how to explain to the customer the solution to their concerns. ☹️

[@femmyeonnie249]

Gipa review lang mig website before atong mock call.

[@femmyeonnie249]

Thankyou Miss Rea 💕

[@ReaNinja]

Thanks for following my channel Femmy. ❤ Congrats for the new job. As long as you know how to speak English and you can comprehend, you should be fine. It's a big plus if you're fluent but dont worry about that too much. Much better to focus on your lessons and always ask for feedback everytime you have mock calls so that you'll know where you went wrong last time. Good luck!

[@femmyeonnie249]

Rea Ninja Thankyou Miss ☺️❤️❤️

[@drasticallychanged973]

Last week i mention to you that i am thankful to all your videos because honestly it helped me a lot and I applied it during my training, but suddenly our QA last friday told us that tommorow magsisimula na dw kami on production floor kasi queeing daw talaga account namin, now ok lang ba as newbie na kahit konting knowledge pa lang ako sa tools eh mag tetake na ako ng calls,, may tutulong ba sa amin mga newbie during taking calls? Coz i can feel the preassure baka magkalat lang ako sa floor, please give me advice for me to survive my first call tommorow.tanx ninja! And more power again!

[@ReaNinja]

Depende sa account lahat. If they decide to let you take calls, nasa kanila na yun. Yes, there should be support especially that you're newbies. Depende rin sa kanila anong level of support ang kaya nilang ibigay. Normal lang na kabahan. Just take it one call at a time.

[@drasticallychanged973]

Thank you ninja! I will apply that. And i talked to tenured guys in my account and they say that its ok to make mistake at the beginning and you will become great if you dont stop.. thanks anyway ninja

[@ReaNinja]

Welcome and good luck ❤

[@mapagmatyaga9174]

Hi ms rea why do you leave bpo industry your voice is good

[@ReaNinja]

It’s not only about the voice 😅 as for me, it was time to move on to a different career.

[@meryndecastro8420]

My problem is i dont sound so natural 🥲

[@milosabidalas7380]

Shoutout jan sa gateway hotel iloilo wave 76 haha

[@geraldinemagnaong2017]

Dito ako laging napupuna ng QA potik 🥴

[@kz7886]

Financial advisor (investment) mock call pls... Thanks and God bless. 🙏😘

[@ReaNinja]

I'll try. 😊

[@bikramsidhu962]

Kamusta

[@aestheticlyrics4914]

What about "sad to hear that, no worries I will help you regarding your concern" Pwede na ba yan? 😂

[@ReaNinja]

Sure :) be careful lang with "no worries" coz some customers might have a different interpretation to it. so best to be safe and just say "I will help you..." or let me help you.

[@ahaynes2725]

Im sorry, it just sounds so awkward to me. But, this is exactly what the managers want and that's exactly how it comes out... awkward.

[@jaywaves6575]

4:58 thanks me later

[@sladeswithHate]

@Rea , the rule book should not be a dead script designed once upon a time in history . It should evolve , on a daily basis . Things are just never static . One needs to reciprocate to the changes . Humanise the rules and help your customers . Rather, than following rules bluntly and being a puppet of policy guidelines, that hardly helps the customer as much as it abides by the standard operating procedures and secures one's performance meter within the company ..

[@vicentedetanoy6995]

Too pitchy.