10 Things You Should NEVER Say in Customer Service

[@Kwestyon]

MOCK CALL PLAYLIST: kzbin.info/www/bejne/qJ6Zm5mhjcl1bbs&pp=gAQB

[@reuelicious2378]

can you help me with speaking english? because you are good at speaking english and i will apply to call center now but i am weak in english. Sorry for my grammar

[@barbarabarbie9013]

@@reuelicious2378 maybe u should try learning english true listening and practicing it everyday. it'll help you to improve if you also try to widen your vocabulary! happy learning

[@jerlyncalbang8203]

@@reuelicious2378 same

[@dinerorapido1]

I would like you to make a video about retention agent or how to keep a customer that want cancell the service by any reason

[@marygo2529]

i am waiting for your vlog speaking bisaya

[@carlolatina6749]

4 months ago im just a viewer preparing myself to be a part of BPO industry since i dont have a work experience when it comes to bpo and i dont have the confidence to apply because i know im not gonna make it because i've been rejected many times and i found your videos and watch all of them for almost a month and did try to give another shot and now im celebrating my 3 months in bpo industry and awarded as a one of the top agent last month and literally crying! and you have a big part of it! thankyou so much! day by day im improving myself the way how i react to my cx the way how i change my tone and how to emphatize and acknowledge the cx. i am very thankful for you coz without all of your videos mybe im still the same 4months ago.

[@Kwestyon]

This warms my heart. You deserve it!

[@ddollarz567]

Im in the same boat need a job asap, did you only watch these videos or you did other training? Thank you

[@angelesthethird]

I still remember the time when I'm applying for a job a year ago, I would always watch your videos to learn something. And now that I already got the job, I would still watch your videos and even I've been in cs department for nearly a year now, I always find your videos informative. Thank you!

[@jshyll]

Binge watching your videos even before I applied, got my account interview, and finally got the job offer. Now I am waiting for my training next month for the healthcare account. And I still found myself here watching these informative videos. More videos to come! Godspeed!

[@ManuelSanchez-sc5uw]

how is the healthcare account? my training is next week I wonder what would it be like in a healthcare account hehe btw im a newbie too

[@gemaicmontero1516]

I'm so glad I saw this 🖤 I'm lacking of empathy😭

[@alexanderlyon]

Hey, great channnel! You found a really cool niche. Keep up the great work.

[@Kwestyon]

Oh wow! I was just watching your reaction video of MLK's speech the other day. Thank you!

[@alexanderlyon]

@@Kwestyon Awesome! Nice to meet you.

[@miriamcali26]

@@alexanderlyon vx v vxvxf

[@javathechip]

HELLO! I AM AN 18 Y/O AND A FRESHER IN THIS FIELD. YOUR VIDEOS HELPED ME TO PASS MY INTERVIEWS AND ASSESSMENTS AND NOW I AM CELEBRATING MY FIRST WK BEING A KOLSENER AGENT! THANK YOU SO MUCH FOR GIVING SUCH CONTENT! I LOVE YOU VVVV MUCH!

[@Kwestyon]

Congratulations, Jaztien!👏👏🥳

[@Brando-wc8fz]

You will suffer all day long

[@renamaezapatos9266]

1 week to go and I'm going to start my training in CC I've been here for two months watching every videos that you have ,it really helps me every step of the way,start from my application ,hoping to survive my training period.Thank you so much po Ate..

[@LilianaRoxelle101]

I work in an ESL industry and not BPO but your videos are very good learning resources for me, there are also rude and weird students in the ESL industry and your tips can also be applied to deal with rude students, thank you, more power, I subscribed immediately the moment I came across your vids

[@luisulloa415]

Your channel is the best in terms of call center improvements guide

[@Natchiees]

Hi, I applied for a bpo company, I got the job and this is my 1st week of training. Your videos gave me lots of information and they helped me pass the interviews. Thank you so much!

[@GratefulEca]

Thank you so much, huhu! badly need this..Been a subscriber since applying in BPO company and now i'm almost a year in the industry. Thanks Sheina!

[@architectgilbertperez6664]

Congratulations Sheina! 💐 You are empowering a lot of newbies in call center industry with your vlogs. May I remind the newbies or add to these "should-never-say": Guard the lips from sudden negative expressions, profanity or tics like "sh**", "f***" & the like.

[@jasminhernandez.8711]

12:46 I have said those words to the customers, and they really get mad. Thank you for your advices they'll be really useful for me ❤

[@zunika-education4501]

I started watching your videos just for fun, and here I am, one year later ready to start my first month 😂 thanks for the useful help and indirect motivation to try this industry ❤

[@raijo9]

Amazing! It's my first time working in a bpo and I can use this alternatives in the non-voice chat support. Thanks for the tip!

[@melody4265]

Just discover your yt yesterday. I love your accent. I have a very strong southern accent. I really agree with this I hate working in customer service but it’s our job and we are paid for it so always put yourself in the customers shoe and try to assist them the best way that you can. I need to watch more of your videos since I really sucks with empathy.

[@joshuaho6359]

Ms. Sheina it really helps me out finding tips on how to do the proper way of speaking towards the customer, It helps me to elaborate the proper techniques, In a way of showing good value towards other And that's what "Customer service"! is all about.

[@MusicIsMyAeroplan3]

Dude I'm a team leader and I use ur advice on videos in my daily team briefings ... grat stuff ... thank you

[@jenelycantila1715]

Already 6 months in a BPO company,, and your videos are one of my training ground..I always watched your videos..

[@anabelbinuya6337]

Thank you very much for your videos, just passed my final interview and was told that they didn't want my skills to go to waste so they are endorsing me to a bigger account. Thank you so so much

[@Iksmohj1]

I just had an invite interview for refreshers like me.since it was a voice account, I had to decline because I didn't have any experience about voice account.maybe I'm not just that confident to handle customer's concerns.I'd rather prefer a non-voice account like chat or email support but one of the interviewer was impressed a little bit of my english communication.I didn't expect that literally.

[@viddiary8499]

Been a long time since your last upload. I needed this.

[@arch.l.a.deleon445]

These are great techniques that I never learned as a professional, I'm well versed on my job as an architect but when the pressure comes, the entire landscape change, mostly if you were with the European or Westerner Bosses, you can't handle the crap coming out of their mouth and in the end I'm the sole loser for running out of patience, truly I appreciate your videos👍❤.

[@dnailtechchannel6536]

i learned a lot here even im not working as a call center but this content is really helpful...thank u.

[@lindajoy668]

you're awesome!! time to take notes. when I was the phone with another customer service representative they were being horribly rude and I felt like I was about to cry, I told them "don't tell me how to do this" then they said "im not telling you how to do this" it was an awful experience

[@aj8203]

I'm learning that you REALLY have to watch your words from your "normal" way of talking to the "CSR" position way of talking. I like the one with the "As it turns out"....that one I will definitely be using!

[@Giovanna508]

Love your content... It helps me with my current job... Your mock calls its like am doing that 100x a day... All irate calls... Am here to get some tips how to handle diff clients.

[@DPalsVlog]

I appreciate your communication style ❤😊

[@marieandreelundi9807]

Thank you so much your videos help me a lot they help me improve my listening and my pronunciation because you speak English very well

[@abdulrahmanmuhammad5320]

That is how to be a professional CSR. Wow, that needs practice!

[@christianadriano7495]

Wow! You're so good. I really love your voice. Thankyou for your advices!

[@cecille2341]

Almost a year now in call center, now I understand why you're making faces in mock calls to get into the zone. I can definitely relate now haha.

[@jericolukebejoco5507]

I would never get tired of rooting for your lessons! 💖😍

[@filipinaheartinspain]

Great channel, now I'm thinking to apply again in a call center. So much things to learn here, you really did a good job.

[@jamesargente5101]

Thank you so much for this! I just passed transition and will be on prod next week! These help a looooot! 😍😍😍

[@Kwestyon]

Congrats, James! 🥳🥳🥳👏

[@daisylynkurokawa21]

Im on my product training this week and this channel helps me a lot 💖

[@uhmmki3432]

My trainers hate using " I understand" can you do a list of signature response for diff kind of customers emotional que Ty sheina godbless you!

[@sadphoneoperator8028]

I agree with @uhmm ki? I would love to see a video with such topic.

[@BoyerzUrashima]

for me saying "i understand" is too common its like a robot response "i understand your frustration" doesn't feel like an empathy i would say. i have my own techniques like let's say we're friends and you open to me about your boyfriend breaking up with you then i would have to put myself how they feel about it. that's how my CSAT works a lot back in the days lots of promoters but some have detractor because i couldn't get the customer at all. oh well :p

[@2222czarina]

I just wanna be as good as you when speaking english 🥺

[@josephramos980]

Wow its been awhile since this channel got a minimum subs. But now it went about skyrocket

[@maryjanepagalan3958]

Been here in your channel for almost three months to learn since I'm a Newbie and you've help me a lot tenkyuu.....

[@BoyerzUrashima]

I always waited for the moment after you say the wrong parts "You're wrong. its your fault!" i was thinking the customer would say "What you say?! YOU'RE RUDE! GET ME YOUR SUPERVISOR!" LOL

[@mylovelyrics]

Okay this is it. I pass the interview and next week will be my first day of training. I'm excitesmd at the same time nervous

[@liying4279]

I really admire the way you speak english. It's very clear. New subs here..

[@lycamaereston8299]

it really helps especially a new hire CSA and thank you so much for this video.

[@jerardlizares414]

Very informative , it applies to all business not just in call center.. I like this video

[@marksalili1883]

D ako makaniwala na natanggap ako sa isa sa mga giant BPO companies dahil sa mga videos mo. Thanks poi

[@RissarahB]

Thank you, Shiena! I've been watching your videos and it helps me a lot!💟

[@sunshineevans5136]

Watching your videos bc I start my first customer service job soon !

[@Kwestyon]

Good luck!!

[@karcann09]

Ang galing mo po... ginagawa ko nang reference ang mga videos mo para sa mga newbies namin. Thank you for coming up with in-depth, and on-point explanations about the dos and don'ts in supporting customers.

[@ricotronkosoberba8265]

I have to say thank you because your contents help me a lot. I want to be a call center agent. 😇😇😇😇

[@herrcamandolado8782]

Hi Sheina i am one of your fan, my day isn't complete without hear your voice😇😇😇😇

[@khylagrant358]

Thanks. I new to all this.like a newborn, and I don’t know what I’m getting myself into🤣 wish me luck, I feel 15% prepared for training 😂

[@jerryw4881]

Great content as always....thanks so much!

[@papaking6456]

Miss Shiena i am so happy i found your videos🥰 watching here from CDO😘

[@yamyam0412]

Goodmorning Shaina,, i would like to thank you so much for your great videos,, i Fast my final interview and mock call because of your video, i am a highschool graduate and 6 years no work a mother of two,,, i apply in a call center because i want to get out of my comfort zone and be the best version of my self as a full housewife a dreaming to be a call center agent to have a skill like u,, and thank you so much for manifesting ur learnings to us,, your such a wonderful person, at in the end of the month is the starting day of my trainning❤❤❤

[@pamellaserojales294]

thank you maam candice, im currently listening to your tips, advice, and other necessary things related to the costumer services and as to be a call center agent well. Its REALLY helpful for us, as a newbie or new applicant of that matter that doesn't yet experience of any costumer services. Thanks again for ur desirable videos that make us motivated and inspired, please post more that would help for the future call center agents. #wishMeLuckforTheComputerAssessment&forthecomingProcedureToBePassed!😇🙏 Godbless us all ❣️

[@cristianeshakeel7867]

excellent explanation. Hi from Brazil😊

[@paulsantos2270]

Thanks coach.. i hope and pray that i could absorb them and apply them on my training period.. amen

[@Kurtisss777]

Wala po tong koneksyon sa video pero Miss Sheena marameng salamat! Nakapasa po ako sa TP dahil sa inyo! Napakalaking tulong nyo po. Gaya ng pagbibigay nyo ng advice sa pagbabasa ng libro or manuod ng american movies. Thank you po! ❤❤❤

[@Kwestyon]

Congratulations, Jerwin!👏👏👏🥳🥳 You deserve it!

[@Kurtisss777]

@@Kwestyon Thank you po ulit! 😊😊😊

[@mUsiCahoLicGurL]

I am planning to apply as a csr and your videos are really helping me 🙏 thank you!!

[@riechelleteodosio5183]

Hi! I just passed the assessment and final interview because of your video! Thank you!!!

[@kareencitadp4631]

Thank you so much for the tips! Next week will be our Nesting for Retail account. Unta dili tantong magkayamokat 😃

[@lyracutay7960]

Thank you because of you I'm working in VXI for 1 year na 😊

[@Kwestyon]

Congrats!

[@mariela3329]

Always thankful for the tips 🙏

[@Buddydude32]

Great video thank you so much. Karen is stressing me out though.

[@itsmedhani723]

Thank you so much for your videos. It really helped me, It is my first time applying in bpo industry and I got hired. I am not fluent in english and I am not confident at all when speaking english language but big thanks to your videos. It is my first day of training tomorrow. Wish me luck. 🥰🥰🥰

[@Kwestyon]

Congratulations! 🔥🔥🔥

[@sarahsmith3302]

Ty for sharing all of your CSR experience with me! I am applying your tips to my customers and feeling more confident! I was wondering how you felt about scrips, this is my first CSR job and my coworker says she would never use a script because it makes you seem like a robot and makes the call seem not personal. I like the idea as a reference to guide and make it my own! Any thoughts?

[@npalus8374]

Brilliant video. You're great at what you do.

[@mariachristina8048]

Thankyou so much because of your videos I am starting my ojt tomorrow

[@Kwestyon]

Congratulations!

[@mariachristina8048]

@@Kwestyon Can you do some videos about home insurance please

[@gflow1230]

Thank you for posting this! super helpful and educational :) words matter!

[@coupzs7298]

Day 1 of requesting RETENTION/PROMOTION account content 😭 you helped me so much and mag 1 year nako sa cc because of you I've been following you since day 1 and it is indeed the best bpo content in youtube.

[@jorgemoren40]

Have watched some of your videos. You're great 😁

[@kienerjohnguido6613]

Can you do a video about account validation?

[@عويشالعزيز]

So instead of saying " to be honst with you " what we should say or we should skip it?

[@jrmt7777]

Here I am again! 😍😍😍 I'm so in love watching your channel. 🤗🤗🤗 GOD BLESS you Ms. Sheina😍😍😍

[@priannekim1612]

it's really helpful not just for customer service. thanks! 👍

[@analeecatiempo1314]

I want to be a fluent in English like u..I really like ur accent

[@treasureGodsheart]

super helpful, thank you so much Sheina.

[@elenaoledan9519]

Hi ate Shiena I always watch your video and It really helps me to improve. ♥️♥️ Thank you and God bless

[@sbg21]

I found your videos really helpful! Thanks

[@tilawakohalamiauy4219]

i really love all of your vlogs. they are very informative. kudos

[@jessagagala7930]

You are really good. I like your pronunciation and your tone. How did you get that talent? Did you practice a lot or are you staying somewhere in the US now?

[@ImAUnicorn02]

Your videos are very informative. It help me, thank you ..

[@kajalvk7098]

Thank you very much. You're really helpful.

[@Nightsh4dE26]

Yes! She's back!

[@melodygalo9197]

Thank you so much for this video 😊

[@pikachuthegayatheist6215]

Many times you can’t improvise with them it’s just something you can’t do. There’s no point in arguing with a tree, so trying to improvise with one doesn’t make much sense neither. The reason why I say this is because you’re trying to rationalize with people who don’t understand English, and that’s why you can’t improvise with them because it’s like talking to a tree. Trying to explain to them that their complaint about the freezer leaking do you isn’t going to get through to management, because they have to complain to regional management it’s not something that’s explainable. The only thing you can do is what you can do, and sometimes that means explaining what’s in your job parameter, if that means telling the customer that you’re not allowed to do it that means telling the customer that you’re not allowed to do it.

[@bernardolagnitonjr7851]

you are right not say those statements and learn to empathy and under the situation.

[@nisvillanueva1109]

I learned so much to you ate. thanks. Im just newbie In telco accnt.

[@swiss0926]

Hi trainer. I love your videos. I'm learning everyday. Your video should recommended in every call center regardless of any country. I have one request can please tell us how to articulate thoughts when we are talking to a customer. I m a new bee. I get nervous while talking to customers. I'm learning and have lot mor to learn.

[@jlxx1o18]

Wow. Just wow. I love your channel. ❤

[@jennelynvisca9618]

Thank you mam for this kind of content you inspires me to be a better speaker.😇💗

[@razlynrazal7037]

What can be the alternate way of saying to be honest then?

[@angelyngarol1953]

Hi po! Im currently working as a CSR and our QA always point out my voice😊parang bata kasi voice ko hahha skl~ btw I really love your voice ate, i keep practicing to have voice like yours po❤.

[@aqa4446]

Thank you for this video. Do you know where I can find Apple's customer service manual or other helpful resources?

[@KelvinShowTV_]

Wonderful vídeo!!!! 👍🏻

[@JohnLouiedelaVega]

Based on varied situations, especially when all has been exhausted, these statements can become inescapable. And it's alright, as long as professionalism is still observed.

[@kookiecastro8452]

yah

[@ronalandy3545]

Hello i am a CSR applicant and will be having my first orientation this coming thursday.. thank you for all the tips and all the guides you give in your video.. im not good in english and i always get errors in grammar.. but i keep studying hoping someday i will be as good as you.. thanks again ma'am and godbless..

[@justinechaztestillore2343]

Very helpful for beginner like mee😊 thank you so much!