How to Handle an Irate Customer in a Dead End Mock Call

In this mock call, you will learn how to de-escalate a sup call (supervisor call) and handle a dead-end scenario with an irate customer. You will also learn how to confidently deliver a bad news to your customer and how important your tone of voice is.

[@Kwestyon]

If you need the SHORTER version of this mock call without the explanation, watch this: kzbin.info/www/bejne/pKmmYoJ9er9-qtk .

[@brendalopez4438]

I rally like your videos but i justo hace one problem.you talk too much when you pause the video and i know that is in orden to explain and it is helpull info but sometimes you repeat the same and it too much. But you have help me a lot

[@Kwestyon]

Noted. Yes, I am truly guilty of this. I'm in the process of minimizing that. Thank you for your feedback, Brenda. ❤️

[@jodineclarke9111]

I would really need your help in a sale mock call

[@lancelyde]

@@Kwestyon No please Sheina, I appreciate your explanations. the details on being firm with your answers and not apologizing. This is something I would do and your explanation really opened my eyes how if your apologize they will keep asking more and expecting you to solve it. You were totally spot on. Please don't stop doing this. If they are annoyed, there's a speed up button AND also a skip 10 seconds button for a reason. I've watched all your videos preparing for a call center job and your channel is a GOLD MINE! You explain in detail and to the point. Thank you so much for all the effort that you put in all your videos.

[@irvingaleman7700]

i really love the way you make your videos i don't care how long it will take, even you can upload a 3 hours video if you do it in the same way that you have done since I started to see you i will watch it publicity and All because every single second worth it

[@mariafernandamartinez1093]

This channel is more Useful than the training you receive in the call center 🙂

[@NinoMBitua]

Very well said. I didn't learn all of these during our trainings.

[@kurakun7521]

Because here the person talking spoon feed us with thing's we should know and say to the customer, plus there's no pressure because you can watch this anytime you want before you go to sleep, while you're eating etc.

[@rosalynbacatio7838]

Ewwww haha

[@amarilisortega9634]

Agree!

[@thelmacruz4765]

Local QA's should be watching your videos. Most local qa's only definition of empathy or acknowledgement is I'm sorry/I apologize

[@axlsister5378]

I know this is just a mock call but this is giving me soooo much anxiety haha when I was a newbie and took my first live call, this was the exact situation I had to deal with and had to take a break after that first call because I broke down. You're great Sheina!!! I keep learning because of your tuts.

[@ernestogomez8718]

I'm a call center veteran but still I am learning a lot of new things on this videos, Thanks for the tips.

[@insideouttrianglekitchen7248]

Poor Candace. That face at the end of the call was priceless. How many of us CSRs have had to deal with this type of call. Subscribed.

[@chellastation]

85% of my calls are the customers that want to rush off the call. This video is helpful. Thank you 🙏

[@sheilamaeivyfernandez3336]

Kakainis mga ganyang customer. Thank you ms sheena for uploading this video. I learned my lesson here not to always apologize for the customer's mistakes.

[@allondradeguzman8542]

I really love your voice and enunciation! Not skipping ads as a way of giving back for all the knowledge I've learned from watching your vids. I have a mock call/final interview later. This really helped me to have better idea how to handle a call ❤️

[@Kwestyon]

Thank you and good luck to you! ❤️

[@louisreylopez570]

same here but for me this helps me a lot on my final interview i got pass thank you a lot so much! right now I'm in 1 week old in training a big clap and commend to you for the help iv been try to apply call center for like 3 months and even in initial interview i got busted after i watch every guide you have i just passed in 1 day.. again thank you a lot

[@vladsalas7970]

My training will begin in 6 days, this channel is giving me light years of experience in advance to face situations that definitely I ain't faced before, you are doing a great job with this, thanks for share your experience with us.

[@AnaMarieGarcia-en3jn]

This videos are helping me a lot to get myself ready for applying in bpo industry, i will comeback here when i already passed and im finally in bpo industry! Manifesting!

[@judyannjeresano1778]

I am now at the nesting stage and I've been receiving a lot of irate customers and when I impose the policy they always want a supcall and it was really hard explaining to them about it and now I am watching your videos about it. I u are really helpful since I am a newbie 🤧

[@jamespatrickmansalay]

Love it. Thank you for helping us all aspiring Call Center Agents

[@lenalyman9526]

Thank you for tackling these subjects. I am going to work in a call center and these situations scare me the most. It helps me feel better that you talk about them :)

[@kuyaronronchannel8908]

my first time to handle a sup call was really bad. This is really an informative content.

[@user-ez9tz4vt4g]

Your impressions of the customer are so good hahaha. You've obviously done this a long time! Love this, great tips. Thank you!

[@user-ez9tz4vt4g]

Just an update I've utilized some of these and they work great! :) Can't thank you enough.

[@JesyMacopia]

This channel deserve a million subscribers ❤❤❤ very useful channel to all call center agent esp to those begginers😊thank u Shenena we love u😘😘😘

[@johnvictorogang9312]

thank you so much for giving me some notes about CSR. I could feel the pressure and professionalism of yours in handling average irate customers. I hope I can attain your great voice and pronunciation.

[@gedeonpaul4769]

Hello!!! I discovered your channel in October and by this day started watching you, my English wasn't good, I followed your advice and I'm better now, I have watched all your videos, I had lots of advice. Thank you so much.

[@mcspookt]

I've been binge watching all of your videos since last week since we'll be doing our first live calls tomorrow, it's making me anxious and your videos helps familiarize myself for what will I encounter 😊

[@shiean3326]

that's why i love your videos here, because i'm csr too and when my Supervisor is giving me a coaching session, she needs us to give more emphaty and "Oh" and even if you sounded like you are really concern is not enough for her.

[@user-Hallz]

Hands-on best training for anyone working with customers.

[@mariaalejandracardozo3879]

I wished I saw your videos and mock calls, repeatedly I was told I had to show empathy but was not really explained how to do it, so I wouldnt get good marks from the qa team, I am not working in a call center anymore, but I still watch these videos to learn how to talk to customers. Thanks for all the information you share in such a pleasant way.

[@vishalnarayan6405]

The content is extremely useful and it take customer service skills to the next level if being followed properly

[@avinashkumar4288]

your'e videos are very much impressive, pure reality and so much to learn, ty so much for all the efforts you have done while making all these video , I really loved it

[@gothluxe]

This was the test that I failed to pass from my final interview 😢😢😢 I really hope that I saw this video sooner.. but I am thankful of this channel for giving me the information and tips that I really needed. I will definitely try again.

[@camilleclaire7132]

what company?

[@metacognitive8590]

Holy crap I just got a job at Lowe’s and your hitting everything spot on! Tone of voice probe empathy

[@jpoybaconcon9881]

Galing nyo po ma'am mag English nice job at very helpful. Thank you

[@leeyoongyoong6679]

I watched this video before attending my final interview with mock call, and the situation given was there was nothing else we could do, there was no resolution. During the interview, I remembered your advice to “hammer the idea into the customer's head” and proceeded with it. I didn't manage to rephrase it professionally in different ways like you did, but the interviewers said I did very well. And I want to thank you for sharing all these tips, you're amazing 😭😭😭 (waiting for the interview result now, fingers crossed!)

[@Kwestyon]

Congratulations!

[@leeyoongyoong6679]

@@Kwestyon update: I GOT THE JOB! Thank you again! 😭😭😭😭😭 gonna continue watching your videos to keep improving myself in this career. ❤️❤️❤️thank you for helping so many of us!

[@Kwestyon]

You deserve it! 🎊♥️🙏👏👏👏👏

[@justmrcruz2457]

Hi sis. Thank you btw. I am now almost 4months in my job because of your tips. It helped me a lot and I didn't regret hearing your knowledge about this job.

[@reycabaning88]

You sound both street-smart and book-smart! As of now, this video is the most anxiety-inducing regarding handling customers that I watched! But this is very knowledgeable and eye-opening for an applicant like me.

[@sebastianverasandoval3297]

Hahaha, you killed me when the customer said: "Do you see the maths"? Thank you so much for the efforts you put to teach us. I am going to start my training next week and I think that your videos have helped to clarify what I am going to encounter and how I should handle it. Greetings from Colombia.

[@Positivelyf]

Thank you I learned a lot about mock call. The situation between CRS and irate customers.

[@aline.p18]

It happened to me once…. I shouldn’t have done but I did it… Customer said “I am closing my account and going to a different bank” and I said “I think you should do that…” 😂😂😂😂😂 Customer hung up…. 😂😂😂😂😂 My manager almost killed me after hearing the call, but I didn’t even think, I just responded…. 😂😂😂😂😂😂😂😂😂😂😂

[@nymphz515]

🤣

[@itsmerecy]

i love listening to you. clear and precise explanation. Thank you!

[@mylesgomez2624]

Wow! Sana may sample written script for this..galing nman..thanks for this clear informative scenario! More power sis!

[@i.c.c6261]

This is wild. We should watch this at my job. It's so good 👍🏾

[@lawrencemarqueda9279]

Thank you for this video, im working on telco account and that's one of my Opportunities it's really hard for me to explain the bill and face some customer whose upset of getting a high bill, and by watching your videos i'm getting some ideas on how to assist them.. Thank you so much ❤🤗😀

[@Ramboalejandro9]

Thanks girl for the all information that you giving us to be honest it's help me to improve my communication skills in these kind of calls, I would like to say that is huge important handle the situation and don be stressfull.

[@armandoluneza23]

You are really resourceful. Thank you for the knowledge. I will be already having my training for a financial account and your videos would definitely hep me along the way. I also admire the way you speak. It's kinda crystal clear comprehensive and outstanding fluency and pronunciation.😊😊😊

[@AkoRoi]

i am very thankful on your channel's videos i think i can passed my interview tomorrow. again thank you and i appreciate everything. i hope to see video for those like me that's already seniors at age.

[@preronabasu5499]

Thank you so much for your help , because of you I gained confidence in talking with USA customer because they are so disobedient, ungrateful ,rude disrespectful when they gets angry their english becomes very fast I finds hard to understand their word because that is not my mother language and when we give them the valid information of their order they says"there is a language barrier/english is not good/ I am having a hard time to understand you " These kind of bullshit things, Rise and shine lady because of you I gained confidence to deal with these angry customers

[@josephramos980]

wtf reality kills😊😂😁the situation was really complicated and challenging. The same time Cx was so annoying and unreasonable. But overall candace demeanor was firm and up front; at the end of the day you get a DSAT for this kind of Dead end Call take it or leave it. You have no choice😅😏. On the latter part of the call Cerceis was really annoying and you kinda want to retaliate after those sarcastic words she said. btw i listed down some additional words/ Vocabulary that i consolidated for todays very interesting and informative one. Here were those ff words/ Vocabulary😅 1. lo and behold- use to express wonder/ surprise 2.Calibrate- to ascertain the caliber of something 3. Monotonous- uttered or sounded in one varying tone. 4. Monosyllabic- Consisting of one syllable. 5. Pay Up- To pay what is due 6. Sugarcoated- To make superficial or attractive 7.Boilsdown- To reduce ultimately 8. Reiterate- To state or do overagain/ repeatedly 9. Ballistic- Extremely/ Usually get wild, excited 10. Pacify- To allay the anger or agitation.

[@treearoha]

It’s so interesting to me that you use cx to describe a customer because we do the same thing at my teleco company. Some things don’t change! Unless you work for Telstra.

[@rogelinerobinfernando4464]

Will be starting my mock call later. I watched your mock calls and somehow i feel ready. I hope I passed the mock call. 😭😭😭 Thankyouuuu for these vids, really helped me ever since applying.

[@faithantrone]

Did u passed?

[@rogelinerobinfernando4464]

Omg!! Thank you for your reply. This comment was 3yrs ago when I was just starting in the bpo industry. I am now earning thrice of my salary, and an analyst in a european bank now. This allows me to look back from where I started and realize I am indeed moving forward. Yes!!! this video helped me a lot!!

[@jessabelperegrino5787]

Your video helped me a lot. And luckily I passed the final interview and got my firt training on Monday.

[@romeldecinan8816]

I really like the all your video, just notice from the conversation during the mock call around 27:42 mins that the company policy is since 2020 instead of 2010, it's means that I slowly develop my listening skill that because most of your video I've watched. Thank you and God Bless Candace.

[@sharekolang9473]

Thankyou Ms. Sheena for this video nakaka relate talaga ako dito kasi for our account in logisticS we always deliver bad news and most of the time resolutions is not in our end..kaya struggle talaga to manage my AHT..Sana po more videos pa with diffrent scenarios..God Bless po❤

[@HiRona338]

Thank you so much for this,your videos serves as my guide throughout my call center journey.

[@brylkentdignos1393]

Wow! The last part of this mock call is really challenging! And the way it absolved was smooth and bouncy🤠

[@juliorodriguez9657]

Sheena You are great!!!! Love your advices and the way calls are conducted. Again congratulations!!!

[@melojanefradejas7957]

i love you candice/sheena..i really admire u.i passed my language exam by watching your vedeo.thank u so much

[@abhiedadivas213]

I wish I can control my anger with this kind if customer specially of my voice. Just got started my training very helpful your channels.

[@fabiolarivera1742]

¡El estornudo! 🤧🤣 Morí de la risa con la cara de "Candace", es lo que estoy temiendo que me pase ahora que voy a empezar a trabajar desde casa. 🏡

[@lsradax20]

On the contrary, thanks to you for posting videos like this one. They are really very useful for those who want to work in the BPO-Call centers industry. Thank you very much. Greetings for Nicaragua.

[@nerisaherman475]

Very realistic ung call haha... SA telco talagang gantong ganto ang marereceived mong call haha.. Relate much! I wish I'm that confedient and good to deliver the bad news..

[@Kwestyon]

Thank you. Best compliment i ever got. I put a lot of effort into my mock calls. In real life though, hindi talaga ako ganito mag deliver ng bad news. Ganito lng to kasi mock call lang naman haha. But sa totoong buhay, less good. :)

[@melshanewl9294]

I'm already in my nesting period training today was my second day of taking calls... gosh.......!!!! as in.... i cry a little bit😩but I want to get into this job because i want to prove myself that i will improved.

[@prettysaii8435]

So how was it po?

[@melshanewl9294]

@@prettysaii8435 i surpass my 1st phase of training and now I'm on my 2nd phase nesting period next week will be our endorsement hopefully

[@marienylmanlawe458]

Hi mam Sheena thanks for the information. It will help me a lot since I am planning to enter the world of call center. Thanks God bless

[@moonknight4750]

I love this channel. I imagine myself screaming inside when I heard those insults. There will be even more terrible insults so I have to practice being unaffected 🤣

[@marcostorralbas313]

thanks sheina, receive a great and grateful hug from Cuba

[@shinizz2571]

"You have all the time in the world yet you paid late" My feminine urge to be sarcastic.🤣

[@Cricket0021]

ikr, getting mad over a three dollar charge that SHE caused HERSELF. six hour difference doesn't matter, 16 is 16, 17 is 17. i would've said "OKAY, BYE" before she could even finish her yapping about switching services. this is why i can't work as a customer service representative LMFAO

[@clarizapelayo4550]

I was planning to apply as a call center agent and watching your videos really helped me❤

[@k9t1em48]

They really are! I also got hired and Im on training now :D

[@frojasojeda516]

Hahahaha that's so hilarious the competitor's name is power down 😂. 10/10

[@Giovanna508]

The customer was asking me the same questions for the 5th times and she got the same answers from me and at the end are you a robot or something 😂

[@JosephCariño-i1y]

These is great it supports my knowledge in call center it adds more in my training😅😅😅😅😅😅

[@josephdelledonne2098]

I'm a supervisor at a callcenter, and the escalations where the guests don't get off the phone and keep repeating the same thing is stressful and annoying. I have to work on things I know, and I've gotten better, but this helped a lot. Tone of voice and not striking back when getting insulted is hard. Hopefully, I can do this because I agree an even tone (sometimes going into robotic should make a lot of those calls shorter, and not never ending.

[@missannethropy8048]

Oh shoot, that was only a mock call and I almost started crying at the end

[@mariela3329]

Thanks a lot too I love watching your videos than anyone else because I can see the sincerity, simplicity deep inside you how you give tips and advice Looking forward for more tips and advice from you God bless 🙏 😊

[@maysapico593]

It's very helpful tips from you. Thank you so much for this video. I love to watch all your videos. 😍😍😍

[@beafranceskaencio7862]

I really loved watching your videos Sheena / Candice! I'm a newbie and starting my training tomorrow. Thank you for your videos it really lit up my confidence. Since i'm avoiding to speak in english, 'cause i'm afraid of criticism that i might get for wrong grammar. Thanks to your videos maybe i can get better sooner or later. ❤

[@gersoncr2124]

Thanks for what you doing and GOD bless you more ,more and more.

[@jackdanielmanzon8099]

Grabe ang galingggg🥰

[@angelherrera0939]

I consider that depends the customer, good video, was incredible, I learned about mock call, thank you

[@arianagrandest6553]

I WAS SERIOUSLY WATCHING THIS AND TAKING ALL THE NOTES THAT SHOULD BE LISTED AND THEN AT 28:20 YOU MADE ME LAUGH. YOU HAVE BEEN SO HELPFUL! AND I WILL BE FOREVER GRATEFUL FOR ALL THE TIPS YOU HAVE GIVEN AND SHARED US. 🤗

[@Mons3198]

❤I appreciate your help and time. 🎉 I'll be working for an financial champing soon and I don't have enough experience in , however your videos are really helpful. ❤❤ ❤

[@francisbalane1887]

I already passed the nesting and that’s with the help of candice though there may be a lot to improve, but still I’m so grateful for your help

[@daineyschannel4729]

This is really helpful, by the way. I also watched you from the Rea Ninja channel. You guys are awesome. I love your takeaways. Thanks a lot! More power!

[@soabasalyssamayg.6360]

panalo talaga make faces mo hahahahahahahaha i can relate so bad! ur so cute and bright! thank you for your knowledge ate sheina

[@ardenbotanicalgardendande9236]

I learned a lot from you I like your accent and the way you talked looking forward to your next informative videos thanks a lot God bless..

[@Sh1n1gami_Eyes]

At the call center where I work, you would literally get docked points in QA for just using "oh" to display empathy, etc. Some of them are so strict in what they expect for call flow.

[@warriorwinter1103]

i've learn a lot from you, thanks for all the video that you've been made!

[@JessicaReid25]

Quite helpful, certainly if I had this in 2019, I would have been really equipped to assist these types of customers, continue to provide these scenarios they are very helpful, I appreciate it very much.

[@gellirosesilao7817]

I really like your make up here,and also you really knowledgeable and also helpful for me as a newbie in bpo

[@DavidHernandez-jk5kc]

Amazing! Just that! it's blow-minding what you do ! Love it

[@wilsontubera7334]

it’s 2023 still thank you for this 😊

[@doragracias8519]

This was nicely done thanks for sharing

[@mariadav3015]

Your videos have helped me a loooot. thanks for all the uploads! Finally applied a few days ago and i'm excited and a little scared for the interview 😣🥺

[@Kwestyon]

Good luck Maria! :)

[@JACTVOfficial]

This channel combined with our trainer Bryan, more useful.

[@shadowkat678]

Imagine being this irate over $3. Like, I'm broke. I'm super broke. I wouldn't even do that. I know I'm going to have to deal with situations like this soon and I'm not looking forward to it.

[@silvinogeronimo6223]

Salamat sa mga tips mo at dahil dito nakapasa ang anak ko sa interview at ngayon ay nasa training na sya❤By the way inbound voice sya kaya mas laking tulong ng mga video mo. God bless po sa career nyo at sa family mo😇

[@Kwestyon]

Wow, congrats po! Nakakatuwa every time na nakakabasa ako ng ganitong mga message. Salamat po! And best of luck sa inyo at sa family niyo!

[@silvinogeronimo6223]

@@Kwestyon lagi ka po nya kasi pinapanood lalo na po sa part ng irate costumers. Sobrang laking tulong ng mga ideas mo po para maging maganda yung calls kahit mga irate costumers ang tumawag sa kanya.❤ at salamat na rin po sa pag introduce sa kanya kay AJ HOGE sobrang natutuwa ako at maraming na reach out ang channel mo at sana po mas marami pang mga tao ang makapasa kagaya ng anak ko dahil sa tulong ng mga vid nyo. Again salamat po at Godbless❤

[@davidunmexicanoengrecia81]

When I was watching your video i was laughing because now i am experimenting the same issues with customers... sometimes you have to explain it to them with apples hahaha

[@andresvenegas3755]

thank you! your videos help me a lot! God bless you

[@MrIndra78]

Amazing video . A lot of information in all the videos ...

[@hanhnhannguyen5066]

Wow, your video is really helpful and informative for me. I want to say thank you 🙏 🙏🙏 and hope to see more useful contents like this!

[@janscenttuyac5845]

Im still watching right now , since saturday ! This kinds of tips and techniques help me to developed my skills .. nice one ...thank you madam .. davao here ❤❤❤ Magandang Dilag ! Pinay na pinay ang ganda . Natural ❤❤❤👍👍👍😆😆😆

[@joyceconel5582]

Im on training center for applying bpo industry..i know and i heared that this kind of job is so stressfull ..i watch your video of what you will do if you encounter an irate costumer. And it more helpful to me because i want to apply in that industry. I want to try my best. But if i fail. I have no choice but to give up😅 thank you dear for this videos

[@vishalnarayan6405]

I found your video very relevant for contact centre

[@annedaulong3065]

Love youuuu ate! Salamaat sa short videos na mga content mo.

[@DNobelizt]

Kudos to you Candice! Absolutely you did a good job. All thanks on sharing your knowledge More power! and my G.O.D bless you!

[@karlachavarria7455]

Hi, this video really gonna help me a lot. Thanks. I will fight to have half of your experiences. Regards, K.

[@tamarakoltermann-vw7pe]

This is wonderful work! My only comment by way of potential improvement is that the call became too personal, with it becoming between "I gave you the one time exception". Distancing language might work better here to depersonalize the engagement ir "You received the 1 time exception". I'm not sure of this would alienate the client, but it does seem like Circy thought that this was a personal decision and started attacking the agent personally.

[@sleepykitty7830]

Helpful tips! Thanks for sharing these Sheena. Salute to you!