Lost Parcel Mock Call Sample

Here's a mock call sample of a lost in transit parcel. The tracking number shows "delivered" but the actual parcel wasn't delivered and is missing. This shows two agents (Claire and Candace) handle the same call and the same issue with different results.
#mockcall #customerservice #callcenter
00:00 Description
00:22 Bad Customer Service
07:34 Great Customer Service

[@Kwestyon]

Here's a detailed breakdown of Claire's mistakes: kzbin.info/www/bejne/mKfId4OIoqtgrq8

[@macristinabegley3744]

Hi mam! Im so grateful that i found your channel. I watched every tips you said and im actually on training now! 💗 But i kinda wish that you have some tips/videos for sales/billings call flow. Thank you so much! Sana manotice 💗

[@lyn8445]

do you offer speech class?

[@charisseannaustria217]

Cc

[@chellastation]

Even without the explanation, you can tell what the bad customer service representative did. Are you going to do more mock videos?

[@Easylive438Tv]

Hello

[@marksalili1883]

I don't have any BPO experiences but because of your videos I was hired last November , and it really improved my communication skills until now. That is why I highly recommend your videos to my friends. Thank you for adding value to your subscribers

[@rhomzkietfttv5571]

Hi Sir, anong name ng company mo? Kasi balak ko din mag apply this month at zero experience din ako about bpo. Thank you 😊

[@benjiesanguir8762]

This is so true! And now It’s almost a year being in the bpo industry! Appreciate your help kwestyon!

[@augustoalejandrorodriguezm9848]

Tell us about your experience working in that BPO?

[@pp-gr3ns]

Am a customer service representative, really looking for employment opportunities, could you be of help, I will really appreciate

[@jasonsterling5794]

I was literally laughing the entire first agent was doing because back then I mostly get pissed to be honest with these irate customers, but then I learnt to build my rapport to most of my calls and maximize my patience as I become a supervisor in our office, it really takes time and patience to walk irate customer's through properly and I love how this video educates all the BPO employees out there to get them crucial ideas to handle these type of scenarios! Kudos to you! Keep inspiring.

[@elvintuballa7105]

Same I also work at ups

[@Brando-wc8fz]

You are a liar and probably a recruiter for these types of stupid jobs

[@michaelcooley4553]

Sometimes they just want to vent, they lack the humanity to respect working class people. As an American, I apologize for all the crap you guys go through.

[@catherinecabangunay591]

Wow! This is so great mockcall for lost parcel and you rock! To handle this kind of customer although the customer is trying to dominate her in whatever reasons she had. Good job! Kudos! More videos like this.

[@sunflower1017]

I would always recommend your channel to my friends and new hires....☺️ thank you so much for all your tips...🌼🌻🌹

[@debbieantics6034]

I know my comment is easily lost here, but if you're reading this, it's no coincidence. Be sure, gain strength! Even if you are going through something very difficult in your life. Believe that everything will work out! This is just a phase, hang on! I know we don't know each other, but I believe in you! Rest assured that God is always on your side!

[@pharaoh5540]

Thank you relly thank you

[@Chinbolosv]

Amen thank you

[@lacksontichawona2459]

Thank you

[@ishqiali3374]

Thank You

[@MicsWorld]

Amen, thank you for the reminder.

[@kennethlobingco4409]

Thank you so much! I've been learning a lot from your videos 💖 they really are a great help for someone preparing for customer service representative applications like myself 💖

[@arturom7903]

Great explanation! Thanks so much, Sheina. I love your videos because I'm learning new skills and much more... 🙂

[@SingleStepEnglish]

This is an excellent training video! Keep up the great work.

[@danielvanr.8681]

What I personally find amazing is that companies will rather spend time and resources on elevating customer service to an actual profession, and bang on about KPI and empathy and call flow, instead of just fixing the reasons why customers keep calling in the first place. I'm in customer service for one of those e-scooter rental services. For almost 6 months now, a particular English city has been having notorious problems with ending rides and parking spots not showing correctly in the app. So as you can imagine, 95% of all UK calls are from that particular city. It's reached that point where all agents have memorised almost every parking spot in the city, or when we're on chummy terms with the customers, particularly the commuters. So much time and effort on streamlining call flow, creating city-tailored case note templates for speedier after-call work, and building a shared collection of "buzz phrases" so as to give each call a petsonal flavour, rather than "oh f, here we go again...". Over almost 6 months. Instead of just fixing the bugs... 😮🙄🥴

[@frostbite9075]

Great Customer Service has a great tone of voice, empathizes with the customer, clearly explained the process (not allowing customer to have another follow-up question for clarification).

[@Foreveryone-Inspiration]

This is my observation. Active listening, Q and A portion and suggest possible solution for the customer problem is the key to assist them properly. Continue to inspire others 👏👏👏

[@akrambegum1313]

Call key wrouls

[@kevinlesterguates5514]

I miss your videos! I always check my subscription to see if you uploaded a new one. Please upload videos more often. ❤️

[@fayette2901]

I was so like the first caller when I started my call center journey but I'm thankful that I have learned to be like the other one right now💚

[@sollyhyun]

this is a very nice reference to how you're supposed to act/respond to a angy customer I would have to listen to more of these, but as I saw/heard Candice was definitely better than the other agent (I forgot her name) and she is a good role model for people who would like to start working at a call center agent, its very nice to listen too but I'm pretty sure there is more for me to learn about if I really want to get this type of job :'>

[@markjaycastillo7739]

Hi Kwestyon, I'm not sure if you can still remember me but I was here since 1k Subscribers. I have been watching your vids ever since. Your vids inspired me to be a CSR. Now it's almost 2 years since I started my career as one. I just want to say thank you and keep on inspiring people. Take care always. Love yah. ❤

[@Kwestyon]

That means a lot. Congratulations!!

[@leonardoguerrero235]

@@Kwestyon hola tu eres de Colombia o de usa ? Are you from Colombia or united States ?

[@Kwestyon]

From the Philippines. :)

[@leonardoguerrero235]

@@Kwestyon could i please contact you ,you have a wow level in English and your are very inspiring to learn English so smart you are only , I just want talk with You i want a friend as you because I want to work like you every day ever since I have watched your videos and that's coming very well for me .i'd like pretty baby.

[@jienibibudadoru6320]

@@leonardoguerrero235 Hola eres de colombia? Mi nombre es Genevieve. :) Quiero practicar mi español y puedo ayudarte para practicar tu englis si quieria? Gracias.

[@peamelly]

I work at UPS customer service, this video is quite similar to what I've been working. The customer is frustrated and upset for what happen to their parcel or package, so as a customer service we must give them assurance and apologize in behalf of the company. They are usually mad but eventually will calm down once you give them assurance and take an action to their concern right away. That's all they need to hear.

[@irenemaebaliat3362]

Hello po ask ko lang paano po ang process once na UPS customer services ang magpprocess ng ipapadala sayo . Philippine money bayad ? Tapos makakarating sakanila ng dollar ? Naguguluhan ako .

[@peamelly]

@@irenemaebaliat3362 They're paying po using credit/debit card that's why automatic na po siyang deducted sa customer and will proceed to the UPS credit. There is some request kasi na pinoprocess namin na may involve na money then ganun ang transaction.

[@rickybayer]

Hi there. Tomorrow is our first mock call under in UPS ACCOUNT. Hopefully I can perform will

[@kookiecastro8452]

@@rickybayer hi

[@slyconnorviscount-severn4284]

Former UPS Billing Supervisor here. Hahaha kakamiss yang mga ganyang call. Woahh 😆

[@denniscuriba9461]

I'm so grateful for your videos Kwestyon by watching them I'm slowly learning and applied everything during my Interview process and now I'm on my 2nd week of Training in BPO industry.

[@sayuri8183]

thank you so much for these videos.. i highly appreciate them all..

[@arnoldopasquier3902]

Thank You so much, for your commitment.. I left My previous job working in a call Center, I'm listening your videos again like the first time I got My job.. I appreciate your videos.!!

[@user-Berlin2024]

Thanks for your video! I follow your videos everyday but now according your videos I pass my interview. I'm still continuing to follow you in order to know more about call center job.

[@gflow1230]

love this! great educational and helpful content :) thank you.

[@user-qe3cm8ci3g]

Pretty good Mock call. Real example of real Call center calls.. 100% Thanks.

[@AmiF-ok1to]

LOL I love how the first rep was simply stretching her arm muscles while listening to the customer's tirade. Makes me wonder whether she's been in the industry for more than five years and has found this case pedestrian, OR she's about to hand-in her resignation letter the following week. 😂

[@danielvanr.8681]

Having been in the customer service industry for longer than I care to think about (but them bills ain't go'n pay themselves), I think it's a bit of both with the first agent. Agents come right out of training and are still idealistic and want to help their fellow man. Then they come across rigid and pointless procedures and restrictions, or they have no actual latitude/power, but need to "escalate" every little petty crap detail to "the relevant department" (which more often than not is just one dude/dudette a few rows away), who may or may not get their finger out already the same day. With limited agent scope, said agent can't really tell the customer anything, which means more yelling from the customer. And at some point, the agent will stop caring and instead just do the bare minimum. Zero effs left to give, which shows in the tone of voice and body language.😢

[@EduardG1976]

​@@danielvanr.8681 Yeah you are definitely on the rigth track here. I worked as a CSR for about 3.5 years by now and I feel exactly like the first agent. Frankly I cannot empathize or care the tiniest bit about the customer feelings & annoyance. I spit out the resolution and if the customer is pleased or happy thats fine by me and if not I dont give f...k

[@eatallucanDavid]

I worked in BPO for seasonal accounts and honestly it's not really meant for me because I was so sensitive at that time. I can't handle ranting customer because they didn't got what they paid for. I understand them. But then, I was so thankful that I had those experience. Everytime I called the customer service, I see myself in their situation. Thank you for sharing your knowledge Ma'am, it will help a lot for those who wanted to try the BPO. ( Sorry for my grammar I am just confident 😂) . God Bless you

[@davepandial5113]

Key to resolving customers concern: *Specific acknowledgment to customers verbal queues (always put yourself to customers situation) *Educate the customer what happened (Make sure to position it in a positive way) *Provide the resolution and highlight its benefits Ps. -Always avoid saying, maybe or I think. Coz it might sound you are not confident. -There are Some instances you need to avoid saying, “I cannot”, “As much as” or “we will not” coz it might sound we not doing extra mile of effort to the customer. I highly suggest using “it’s just that” or “As of now we have no option BUT (if you say no to the customer always proceed to other resolution that is available so that you will be the one driving the conversation)

[@RhenhartLosaria]

So informative I've learnt a lot from this vid. Thank you Shiena!

[@evangelinemista6302]

wow I have been listening to all your videos and I find it all educational thank you for sharing your ideas

[@jep4518]

I just got accepted for a bpo job and i'm genuinely scared of these type of scenarios. It's amazing how you already know how to resolve their concerns the moment you hear them, i get mental blocks a lot and that's what makes me anxious as hell lol. But thank you, at least i now have ideas how to communicate with them.

[@krystalclairemarimon7020]

Claire makes the caller to stop talking. I think claire has listening problem and asking too much Questions. While candace makes the best and simplest solution to the problem

[@stupidhandler]

Thank you so much! ive been learning a lot these past few days and I'll have my assesstment on tuesday wish me luck!😊

[@riellecarlos2315]

Good job my best friend, i love the way what you teach

[@linarojas4233]

I love Candace even is too polite and knows how to play 🤣

[@francisconivero2915]

Very helpful for aspiring to be a Call Center Agent.

[@ledielynpisico166]

Hi Candaceee, I can say was your product. I was listening to you when i was starting wayback 2021. and now i am already a Quality Analyst ❤️ Thank you so much.

[@angelicaberrame3083]

I used to worked in UPS as a customer care representative and we have a lot in common of Agent 1. This is how i handled calls before especially with this type of customer and customer always end up asking for supervisor maybe because i didn't acknowledge her concern. I think the best way to make a customer calm during this situation is to acknowledge her concern and empathize if needed. By the way, I am planning again to join in BPO industry next year. Thank youu miss sheina for this BPO tips. I've been watching a lot of your videos and its way very helpful to improve our communication skills and how to handle customers in a great manner. More power and May god bless you! ♥️

[@shieladanieles542]

Kakapakinig at focus ko sa inyo, csr na po ako. Pero still watching to get some idea parin and support syempre! Thank you Ms. Kwestyon! 💕

[@rockscorpion]

The second call is much better, empathize then provide a solution at once, and at the same time, educate the customer. That's a great way of pacifying an irate caller.

[@SalePetrovic87]

I've just started a customer service role myself (no previous experience of course). I've received a training for the job, but it turns out it was mostly technical, and have to say a lot of the first calls took me by a surprise that I didn't manage quite great. Wasn't rude obviously, but still had some gaps in knoledge for which we do have some senior support, but handling calls on conversation level (approaching rude customers, asking customer to repeait someting I couldn't understand the first time like a streat name, or a particular location "that everyone knows") is still something for which I need more practice. I was looking for some videos arround and I'm so happy to find something for us who don't speak English as our first language 🙂

[@CurlyStick22]

Dami kong natutunan dito sa channel na to. Alala ko pa noong trainee pa lang ako at kinakabahan pag sinabing may calls na magaganap kinabukas deretso ako sa channel na to di ko man nakuha lahat ng pinapakita sa video at least nagka idea ako kung paano makipag usap sa cx. Salamat po ng marami. Ngayon mag lilimang bwan na ko sa amazon ❤️

[@thegirlsoul3808]

Hi thank you so much you are helping a lot of people by making Bpo videos and how to deal with them oh my gosh I dealt with the same kind of customers....many many thanks 👍 please upload more videos My QA team always had a complaint on me that I don't take good calls and soft skills wise and way of dealing with customer 😢😣😣😣

[@gio2561]

I have been a CSR for three years, and all I can say or give advice, sometimes the customer just wants to be heard, give your empathy after that do it according to your company's code, sometimes they just have a bad day and you will be easy targets for them if you follow the flow their talk.

[@marloulucana1957]

My observation was, stay calm no matter how harsh the customer is 🤣

[@emerhue4661]

I like the accent, it's quite neutral and calm... It's refreshing to my ear.

[@ashantef.1570]

Great examples, thank you so much!!!

[@reyann838]

Wow . It is very helpful. I got a little idea doing as an call center agent. Great!

[@kikimi]

all I can ever think was PTSD when the cx refuses to file a claim, and want their package to be found at this instant.

[@user-qh3dr7rg3o]

The first agent is much more realistic, although I've been a lot worse 😂

[@viviannzero4559]

As someone who has been in this customers position (but not as rude as this customer lol) I understand the customers frustration. I’ve had packages stolen from my porch before so I would be a lot more empathetic towards the customer and saying I understand how frustrating this must be

[@Brando-wc8fz]

Ok and you blame the agent for their issues? Customers like her should be banned from calling.

[@danielvanr.8681]

Tabitha (the customer) wasn't really that rude in the beginning. She tried to keep her composure, but when it became obvious that Claire (the agent) was just rattling off a script, disregarding the info that Tabitha had already provided, I can't really blame Tabitha for slowly going off the rail. Even if it really were procedure to ask the questions, Claire could've phrased everything a lot better. Note how Candace (good agent) asked the same questions, but with a completely different tone of voice. Also, Candace didn't shower Tabitha with a load of internal jargon (like Claire did), but instead did her best to explain the next steps in plain and easy English. While Tabitha didn't get the on-the-spot resolution she'd been hoping for, at least Candace showed stewardship and empathy -- which goes a long way. That's why Tabitha and Candace parted on overall amicable terms, whereas Tabitha and Claire ... not so much.

[@hanabonanza]

thank you for posting this! yaaaay 💕

[@AmiF-ok1to]

Damn, I need to practice more to achieve the second agent's level. 😂 I am always easily offended whenever I get irate customers and couldn't find my calm. Thank you for this!

[@ashutoshbhardwaj7514]

Am new in amazon ,and your video's are beyond super word .

[@arvinsenglishph4925]

I'm so excited for this.. This will be epic..

[@miranda.carlos01]

no words. definitivamente me gusto el video :)

[@frankkampanis7823]

Thank you sooo much!! your videos are so helpfull !!!

[@amyoutube494]

The way she audibly whispered "dafuq" had me in stitches

[@benlangcyn]

One of the best videos here 😘😘

[@JaJa-id5ec]

Ang laking tulong ng videos mo, para sa gaya ko na aspiring makapasok sa bpo at maging csr. Base on my observation, to be able to execute good customer service, we must empathize to the client's concern and attend to their problems in a most assuring way. No matter how irate they may sound, we must gain their trust that we can help them resolve the problem. I'm already binge watching your videos to learn ❤

[@alexhaokip6655]

The truth is u can never change ur company policy but to be on the same page with the customer n showing empathy goes a long way on how u can better handle the situation...

[@a.ghostwriter]

It needs to be real empathy, not something learned in a class or read off a card. Customers aren't calling you because they've won the lottery, they're calling you because they need help. It's frustrating when a company routes calls to a call center in another hemisphere. I would much rather, however, know I am calling the Philippines but have my problem quickly solved, then be handed a "sympathy" line from a script whilst I remain stranded stateside or waiting on an expensive order the company misplaced.

[@lynlyn8628]

What I like about it is that no need to be perky to give a great cust service. For cases like this, it's always best to acknowledge the situation and make the customer feel that you are willing to help. always highlight what can be done and be honest. set expectation and give the possible result.

[@Mackie..]

Hello, Ms. Sheina! Thank you much for being part of my small success for receiving a JO from one of the best call center company in the PH. May God bless you, your family and your team. 🥰😘😇

[@Kwestyon]

Congratulations! 👏🎉

[@Mackie..]

@@Kwestyon thank you so much coach! I hope one day, I can repay you at least by helping others as well.🥰

[@maryfrancederigay7100]

I really like your answer and Gives me an Idea to how to answer in this kind of Scenario to be one The Great Customer Service👍A Knowledge and Inspiring..Kudos Kwestyon🔥😍❤️Keep It Up

[@Merry-ee8st]

I work at UPS customer service and I received a lot of calls from irrate customers. What we did is we give them an assurance and apologized for the delay of the delivery. Aside from that, I also investigate lost packages and contact the customer and verify if they still have problems with the delivery or their shipper shipped out a replacement.

[@ViperMuse]

Wow! you're the best channel i found on youtube

[@ComputerLabGuide]

very good informative video . Thank you and All the best.

[@rjm51]

Working in a BPO company as a representative needs a lot of patience as well as empathy..

[@mackybumanlag8037]

GRABEEEE GALING !! 💚💚

[@user-fw4ti1ed9g]

Thanks many thanks coz I'm working in that field and it's bringing me alot of detractors

[@temilove6522]

Thank you for this video.

[@lisaverweij8806]

I worked in a call centre for a year and that first call made me super cringe!!! The word choices (you 'have to' do something), the tone (unsympathetic like the advisor truly doesn't care), I would have refunded and reordered, apologise and put a ticket on the account. If I was a TL listening to this, I would sooo be having a talk about that call. Also the using jargon, you must present information clearly, in a way the customer understands. Imagine doing this to an elderly person? Wow, great great example of what NEVER to do!

[@adynartbel7560]

Good job Candice I'm sure Phineas and Ferb will definitely proud of you🤪😊😘 I'm starting taking calls for customer service Tonight and I'm so nervous and your the one that I'd like to watch to get more information and knowledge on how I can handle the different problems and situation that I can possible to encounter, of course customers didn't call for customer service if the problem is not worst so I really need to ready my self to mostly bad customers than good😪 thankyou, your sample video is really helpful❤️

[@cirilocastillano3726]

Impressive. Thanks for this video

[@sirjktutorialinenglish1958]

Thank you Miss Kwestyon, good diction. Candice, good service.

[@josephirvingcrisologo]

Undeniably the queen of call center agents in the Philippines.

[@arnieticss]

the first one irate agent + irate customer is ewual to bad customer service . the second one candace explain details by details to give more satisfaction to the customer that everythings would be alright . Thanks so much all your videos inspired me as well 👏👏👏💜💜💜. Godbless you 🙏

[@arnoldopasquier3902]

No one said, something like a , My apologize for the inconvenient.. Im really sorry to heard that.. I am more than happy to assist you.. Show empathy statement.. Wonderful video

[@maejessiesalapang6955]

As a CSR, I love your content. ❤

[@TheClaucat]

Excellent video, thank you. And that Tabitha or Tabatha is a nightmare 😂😁😁😁 She is really good at being a pain 👌😉

[@arlyncoja2921]

This month lng aq nagsubscribe , pero after 2 to 3weeks watching all your videos , finally nag sign na ko ng contract kanina . First apply , hired agad . Tysm Ms.Sheena for all the tips and guides 😘😘😘 Hope magkaron ka din po ng sample mock calls ng Mobile phone insurance 🙏 training napo namin nextweek

[@rowenadesales1777]

Wow! I started to watch your video, nasa 200+ subs ka pa lang. And now 200K+ na☺️

[@marydelgado2828]

There was an empathy statement.Kwestyon did her job as an excellent Customer Service Representative.

[@skaterlover1999]

I wish more customer service reps were like the 2nd person.

[@psychomantis8015]

I love you Candace. Such an inspirati❤n! ✨

[@bryannmedina6089]

What a brilliant person. I'm Bryann by the way. 😍

[@jossieduran607]

In my opinion The first part of the call was a bit difficult for both parties, because of the call center agent for not being empathetic and taking the situation personally. On the other hand, in the second part the communication was much better, this indicates that in this type of jobs being friendly helps us to have a better result in our labor

[@alleuy]

Haha the CX very familiar lines. Ebay days lost packages 🤣 Same issue and goodness nakakamiss rin mag take ng supecalls. Great video btw. reminds me of my BPO days. G'luck 🙏

[@kellygonzalezsuarez]

Absolutely awesome

[@doaagamal4222]

Great job sister. Please, keep going 🌷

[@anmaxxi]

Hi ma'am thank you po sa mga videos nyo 😊 after failing twice sa interview finally po na hired na ako sa isang bpo company last may 18th 🥰 maraming salamat po 💓💓💓

[@saritasharma1717]

Thank u so much this is really helpful pls make more n more videos on customer relationship, For Quality service improvement etc

[@bismarkjorelyuan]

That was stellar. Really enjoyed watching this. learned a lot from it and will do the same i guess.. ;-)

[@jonasdavecanamo5708]

all i observe is that your english is on the expert level hahahaha im so impressed by that 👍

[@jachinoy1565]

Ang sipag mo gumawa ng videos ;) I was a call centre agent and i know how it feels like. Pansin ko lang na hindi nag apologize ang both agents ;) Sa work namin. We always say "sorry to hear that, let me help u out".....

[@williambenaro5347]

This really helps a lot..

[@creataku]

Natuwa ako sa face expression mo sa First call talaga maam hahaha ganito pala talaga

[@michellecantona2104]

Ubos lahat apologetic statements at empathy ko jan.. pero they usually calm down once you have educated them them and proposed solutions pero ofcourse angelic voice dapat para mabait ako pakinggan..

[@LucasTraveeees5880]

sobrang galing mo naman :)

[@moraymaperez5171]

I can do this… defenitly. Love your video

[@airenejaurigue2892]

Ur da best mam..u help us on how to land a bpo job..been ur subscriber back then..❤❤❤❤ God bless u always..stay safe😊

[@reomondejar9974]

Grabe ang ganda ng pronunciations nyo po ng kada words😍 Sana all ate hehe

[@barrientosrenie321]

a lot of things to learn from you my dear...