Bad vs Great Customer Service | Scenarios with Explanation

[@Kwestyon]

One more irate Tabitha video here: kzbin.info/www/bejne/qJ6Zm5mhjcl1bbs

[@marybubblesky9932]

Can you make a mock call based on a rental car account?

[@augustinewest8720]

Where did you buy your headphones? I really like it and I would love to buy one for myself.

[@norhaniedaud6865]

My only problem is my accent. Still working on it.. hope you can share some tips love u with all my heart ❤️

[@loricatanyag3494]

Thank you so much for the explanation, it really helps me!

[@abaasbasajjabalaba7399]

You a beautiful lady💝

[@kevenbalderas2518]

Tabitha is such a good and realistic representation of a customer on the line. Great stuff

[@MLBBHighlights21]

Just here to share that I passed my Final Interview a while ago and this was the last video I watched from you miss Sheina, it really helped me a lot with my mock call assessment. Thank you so much and looking forward to learn more here throughout my journey. 🖤🖤🖤

[@reberomime9888]

Thank you for the break down I initially didn’t think she was so bad until the break down. Some customers do bring out the worst in your customer service

[@norhaniedaud6865]

I'm so happy!! thank you so much!! Daghan salamat gyud! I was able to pass my interviews and all and now im on my training .. i can't thank you enough. 😍😍😍😍😍😍😍❤️❤️❤️

[@johnjoshuanarciso1050]

Nice one Kwestyon!! Way to go!! Love it!

[@r_ebasicplayer7604]

Wow! Nice! you look so professional in the way you are talking, you making me so amaze with you, it was so great to here your voice when it comes to question and aswer , hoping someday that w/ this expirience like how you delivering your voice to answering in mock call thats great and so professional just wanted to be like you although im not that much so fluent in english but like the other said practice makes perfect but i dont know how and when it comes? Haha😂 btw candice is great teamplayer as BPO agent she look nice when it comes to answering an irate customer thas so great on how the customer appreciated her from the start and at end of conversation i may have a round of a plauce to candice 10times 🎉🎉

[@lyka7967]

Thank you so much for uploading useful video like this! More power and blessings to you and to your channel! 🤗❤️

[@Thegracelyn]

I’ve been looking for a channel like this for daysss. Thank you!

[@felixshyaba1950]

new subscriber from Nairobi and have loved your videos...very educative for hospitality industry

[@angelatongohan5745]

Do you have a video discussion about telco accounts? Huhu my interviewer told me to research about it and your words is the only thing i trust in bpo world😭 been watching you since last year and you've been a big help! Thankyou

[@inojaleschrisanne.4982]

Thank you maam❤️ I hope I can ace the mock interview

[@SirJoelsuf1]

Yeah NEITHER scenario would pass QA. If you don't get all the info about the customer you failed the call and earned yourself a write up. As soon as you start talking to the customer like they are a human you failed the call and have just earned yourself another write up. Don't upsell something? Write up. lol I remember getting fired as a CSR after taking a call where the caller said, and I quote, "You literally sound more human than ANYONE I talk to on here. They oughtta have more like you!" I got ALL THREE STRIKES on that ONE call. The reasons? I didn't ask for their contact info, didn't pitch to make their next payment on the phone with em, and I didn't "sound professional." This was at a credit card company and the caller just called to see why they got charged for going over their limit. That was it. Didn't need to get their info for that. I literally said "Looks like you went past your limit. I'll see if I take the charge off. Looks like I can so there you go. 38 bucks back on the card, you should see it on your next statement. Or if you can check your transactions online if you're registered on that. Word of advice, and I do this myself, track what you spend on your card. This way you don't get hit with that fee again because if you do, I'm not sure you can get it taken off the next time it happens." And that was it. Call took like a minute and a half where it could have dragged for like nine minutes if I wasted time trying to get their email, phone number, etc. And like I said, I made that dude damn happy. Probably cuz I put 38 bucks back on his card, but probably more so because I actually spoke with him like a human being. The supervisor's analysis? A very deadpan "even though you made the customer happy, you didn't meet any of the quality standards we set for our agents. And because this call was so poor, today was your last day in this department." I laughed SO hard at that. During my lunch hour that day, someone in HR offered for me to move to a different department of the call center, one where you just do paperwork all day. I laughed at her too. You learn NO real skills in customer service other than some conflict resolution skills. Anyone working in customer service shouldn't. Go for telemarketing instead, learn yourself some hard sales skills. I mean no one should ever do THAT for any longer than, I'd say, six months, but still. Way better than customer service. Especially if you're selling high ticket stuff that is actually useful, but that's not easy to find haha. Oh and 10:30; you can straight up hang up on the caller the SECOND they utter a cuss word. That's part of the rules in any given call center.

[@hanceibanez2176]

Tabitha is back! HAHAHAHAH anyways hi crush, you always deliver us with a good cc content. Hope to see you in person.

[@tehreemkhan3026]

Hello girl , m from Pakistan can u plz make sum videos on bank call center how to deal those client whose amount not reverse in time period ... And many more simple query like balance inquiry and registration process of digital banking registration

[@arvinsenglishph2293]

Gosh I am so late good thing I suddenly thought kwestyon..

[@l.m8358]

Could you make a video about giving directions to customer, like how to have to guide them through a website or an app. I have to do that on the line that i am, i need a video k need to learn that asap

[@juvief.corpuz7624]

My time for mock call is coming . ive just a big nervous for what happened . . tapos nauubusan pa ako nang english . minsan nabablanko ako d ko na alam english sa mgagusto kong sabihin . . Paano ba kasi gumaling sa ENGLISH

[@hanraejae5274]

Hi I am your new fan

[@emerald1478]

Hi PO Can I ask of some recommendations to become a better in English ma'am Please response me PO☺️

[@JN-bg9vu]

The "Bad Agent" wears a black shirt, has very messy hair, has bad mannerisms, and has particular movement showing They're kinda irritated with the rant of the customer. While the " Good Agent" wears a white shirt, and tidy hair, and shows focus and empathetic facial expressions. I see what you did there😏 good representation! I also like the little fact you added to The end. Unfortunately, it's true. Being a customer service representative is not for all people. Especially if you're an Introverted and HSP Highly Sensitive Person this kind of work may not suitable for you. It may burn you out. Unless you're in nonvoice then maybe you have a chance.

[@thetechymom3273]

Hi ma'am! I hope you'll answer my question. 😞😔 I am done with my mock call test last night and the result just went out now. This is the message after they told me that I am not a good fit for "Radio Satellite Account". ----interviewer will be conducting another assessment to see if you will be a good fit to other LOB’s---- What does it mean ma'am? I know that I'm going to fail the Mock call test because it's all about billing and I am not very good in numbers, not to mention that I am also a no-exp in bpo industry. I hope you could give me and advice so that I could pass for the last time 😢 Thank you so much ! 🥹

[@arvinsenglishph4925]

What flabbergasted about Candice's work is she pays attention to nitty gritty. She's fastidious and persnickety...

[@boomtv1046]

Among all videos here in KZbin related to Bad vs Good Customer Service, this is exactly how it looks like in a real-life scenario!!! This is very informative and helpful! I would recommend this to our leadership team.

[@cathy_rine]

Very detailed explanation between a bad and a great customer service! Thanks for this. 🥰

[@rehamadomay7899]

Wow, you've explain it so well, and we already have an idea how we can response responsibly to difficult clients. This can help me because I'm preparing myself to apply in BPO and this channel just gave us so much lessons about proper and improper interacting with customers. Thanks to this channel💓

[@jypstanforever]

I am always watching your video, and it really helps me in understanding how call center really works. I am now working as an agent, but now I realizer this is not just about answering their inquiries, and it is also about connecting with the customers. I have a lot of things to work more especially about emphatizing. So, I hoping to see more of your content in the future.

[@nkoruth6998]

This just proves I have a slight different thought of how this call center agent job works with a dissatisfied client. Thank you for changing that mentality lol. I’m learning and hope to be better. Probably I would act like Claire. 😂😂 I’m getting help

[@arcemargoth]

I really liked your video. I work as a customer service representative and I deal with these types of calls every day. In my case, I always must apologize as soon as the customer explains their issue. I wish I could acknowledge customers' annoyance with a phrase like Candance's and stop saying sorry in a thousand different ways 8 hours a day. Also, I cannot end a call without offering further assistance, which I sometimes find unnecessary, especially when customers already said "that's all I need" or 'we are all set'.

[@iangona4894]

Bihira nalang kita mapanood pero I just want you to know na because of your video tips, nakapasa ako sa first call center job ko. Mag dadalawang taon na ako sa trabaho at isa nang Senior specialist. Please continue your channle, you inspire a lot of a first timer like me.

[@DRose111]

Hi Ma'am, I'm a new subscriber to your channel. I'm really glad that I tumbled upon your vids. Though Im not into BPO but Im currently applying for VA and VAs is a mixed of voice and non-voice. I believe your videos will able to help me polish my English in the long run. I hope you'll not get tired of uploading videos like this coz it really helps everyone of us who loves to be part of BPO and VA industry. Thank you so much ma'am. Please continue to be a blessing. Have a nice day ahead.

[@samdeguzman360]

i feel like Tabitha is nicer to Candice than Claire because Tabitha is also you. you decide her to be nicer than the other. so I guess it be more convincing if you tried these with real customer? as so we can see if they'd really react like this? this is not a shade btw i love your vids just that i am a bit unconvinced with these. would love to learn real technics from real conversation from a real customer:)

[@maythereseisrael9171]

That's why you're hired to be a Customer Service Representative to assists, acknowledge and understand the customer. Not disappoint them more, right?

[@covegirl06]

Many jobs don’t provide this type of training. They train you how to greet the customer and type notes in the computer, but many companies don’t teach their employees about positive scripting, HOW to convey empathy or how to respond to customers EFFECTIVELY. So when customer complain about bad customer service, the employees have no clue what they did wrong. It’s weird because we all know when we’re receiving lack luster customer service, but we have a hard time recognizing when we are providing bad service.

[@emptylikebox]

@@covegirl06 exactly. it's funny that she expects everyone to have some sort of instict to feel the same way as the customer. companies don't realize that it takes years for psychiatrist to react the same way as customer service agents. they go through massive training. and yet call center agents training are always lackluster.

[@emptylikebox]

not everyone has the time or likes hearing canned and patronizing statements. people call over the phone to get their issues resolved not for some pity party drama.

[@Brando-wc8fz]

NO, PEOPLE NEED JOBS TO STAY ALIVE, and customer service is an easy way in. Nobody wakes up and say, “I want to be a Customer Agent when I grow up!” Grow tf up.

[@Brando-wc8fz]

I assume you are not American and probably believes the nonsense that is Customer Service. Its a scam. They dont pay you enough to take abuse.

[@viddiary8499]

Haha Tabitha is back!

[@jasminhernandez.8711]

Thank you so much for this valuable video!!!! I always receive this kind of calls and this video will help me a lot, thank you!!!! I love Tabitha emotions!!! 😅 that's how many people behave.

[@virginiabattles]

When a customer calls annoyed the first thing to do is apologize for the inconvenience, and ask to give me a moment to see what I can do to get this matter corrected.

[@silenteyes6761]

Grabe yung development ng editing!!!

[@noimenacua7463]

I also encountered this kind of issue in my previous job as a call center agent. You could really understand the customer's situation. They are calling about missing orders, delays in the orders, and incorrect items.

[@saramohammed3909]

This is a really helpful and realistic video. This is my 5th month in this job and everything in this video is exactly like what happens in real life. The way the costumer talks, the way the 2 advisors handle the call and also the query itself are all real.

[@FiinalFlaash]

Hi, unrelated to the video (just found your channel) Do u have any videos with advice and tips on how to learn everything you need to learn on the job? I wasn't much of a school person and ive always had physical demanding jobs that require to read very little. Im afraid to apply for a call center and then realize that its just too much for me to read and remember. Im starting to have lower back and joints problems so im limited on the jobs i can apply for. All my friends are working in call centers and im tempted but im afraid of failing by not being able to learn everything i need to learn. Im also an introvert that doesn't like to talk much AT ALL lol i dnt even like answering my own phone calls but im willing to fight it for a good job.

[@JN-bg9vu]

Hello! I might be late but I hope this still helps! I hope you're doing fine now. I worked in a call center for three years and yeah. It has a lot of reading and talking and most of all lots of empathy and sympathy for the customers. She mentioned in one of her videos that she's also an introverted person and after some years decided to resign. Not sure if she's working as a CSR again. Same in my scenario I am an introverted and sensitive individual and as much as I don't want to sometimes I can't help but absorb the negativity of the situation, the negative emotion of the caller, or the worst sometimes I can't move on easily from my bad call. It affects my mental health, to be honest. I also decided to resign last May and now I will go back to the call center industry again. If you want you can try to apply for a nonvoice position. But that's rare and sometimes has to be in Voice first before you can apply for a nonvoice in a company. I am watching English movies reading English books and binge-watching videos related to call centers to refresh my mind again. You can do the same if you're planning to apply! Practice every day because consistency is the key to success. Now, what I can say is that you will never know unless you try. You might still fail when you apply even though you practiced and prepared for it but don't lose hope, please. Experience is a great teacher you can have. If you failed in your first company try another one and learn from the experience you have from the first company you applied for. You can do it! Good luck! And Sorry for the long message!

[@mamatere6588]

Hi ☺️ you gave me such wonderful idea with the agents assisting the same call they have a big difference .thank you for sharing this kind of video specially for me as a newbie in bpo industry and having no experience at all this is a good help an da good tip for me. God bless and keep on making us inspire ❤️

[@rihannaphilippines]

let's appreciate the editing of this video. 😍

[@magicaxel100]

Is Tabitha a real person? Or is she a social construction or even an AI?

[@Heyits_emm]

Thank you so much for the informative video that you have provided, it is very a big help for me, for us who has plan to join in this type of industry. I've seen your videos before, but I didn't even click to watch it but at some point I am curious about what's going on, or how you are as a host on your youtube channel. By the way, thank you and you're such a great host and I admire your speaking english that's why I tend to watch it until the end as well.

[@jhayjjang]

Gosh, this was the best mockup I've ever watched.

[@arvinsenglishph4925]

I like uk podcasters coz they are native speakers but when sheena speaks her sound is euphonious really, a Music to ears I actually dl her videos..

[@dianajanelucero6537]

I couldn't stop myself from watching 😮 nice content. I learned a lot. Thank you so much Miss

[@starasiafontanez7093]

lol this 😂got me dead

[@frasesdeelninjaquelosabeto8675]

Blessings from Colombia 🇨🇴thanks for your channel

[@justinsingh221]

Can defiantly relate to both parties when it comes to the most difficult calls, but its always good to learn and develop from the negative calls you had to prepare yourself for future calls

[@Helloallyw]

Can you do a mock call on customer returning a product that is damaged in his possession but still expect a refund?

[@ronnystevencr740]

It's my first experience working in a call center 😢😢I think I'm the bad agent 😢😢

[@kathleenannesoroan2594]

Thats my weaknes, positive scripting.I really need to gain more CSAT this month,😞

[@swiftismymum4544]

OMG YOU 'RE SO TALENTED ❤😂

[@mrcdryan]

Hello mam. Ive already love your videos, it keeps inspiring me. I have plan to apply on a bpo industry, so little by little im watching your videos, I just have a request for you mam, Can you do a video that Answering to this kind of questions "Factors that can affect a good quality service?" I hope you notice me. And thankyou in advance.

[@arturom7903]

Hi, Sheina...! every time I watch your videos I learn a lot. Thanks so much and have a nice day. 🙂

[@ness4999]

Claire was my screen name too.. And I remember that I was exactly like her especially when I was a newbie😂 I'm more on Candace now😊

[@viddiary8499]

Uy nag upgrade ang lighting setup ni miss Candace. Ganda, ganda!

[@catherinecabangunay591]

Hi I love this video it's very well detailed and you explained well and thorough what is proper and how o handle customer to avoid getting irate. Proper acknowledgement ,empathy and solving the issue for customer concerned :) . Kudos! It will help a lot of people like me to passed the mock calls.

[@trueeast]

no, stop being entitled and handle your business without emotions.

[@John_John29]

this video literally could help me since my account is tracking order of the customer. Hopefully I can handle those kind of customer in the future😆

[@MaryGraceLabuan]

I actually subscribe to your Chanel because it is so helpful to me , and also I got hired as a Customer representative and it is a new job for me , I am so nervous but I am glad I can watch videos like your content.

[@ytprem9502]

Impressive work! Ate 👏👏 Thank you for your channel❤

[@riellecarlos2315]

Good job the cheacher

[@philippsangelo9756]

This is the scenario that I'm afraid for 😮

[@uliseslira577]

Hi i would like to thank you for share this video it's so interesting i would like to ask you do you offer a English classes because i have experiences working as Switchboard téléphone operator and i would like to reach and advanced English level.

[@Kwestyon]

Hello, unfortunately, I don't offer classes. Maybe in the future. Sorry...

[@EriHirasawa]

Hi. Thank you for your videos. It helps me a lot as a BPO virgin. I hope to see non voice/chat support content and more English guide in the future . Thank you and more power!

[@arnelsaplot4179]

A really great video that help a lot of being a call center agent,thanks a lot for this video.

[@melodiedumont3366]

Awesome! Thanks for the tips.

[@margaritawelch1838]

So happy I found this video! The way you broke the two calls down has been very helpful. Thank you again! :D

[@gatolokichotorres9364]

You're a star. Thank you so much for this really useful information

[@arvinjhundemalata6502]

More videos with great costumer service please 🥺

[@Genesis-nq9wj]

Hi gorgeous Sheena. I wish I can be like how u used to be, your simplicity makes you elegant just so pure.... Hope my grammar is right. Your my top favourite among all other blogger about Call Center...Gusto ko Sana nag-aplay I think my english communication skill is very good Naman Kasi Hindi po ako ganun ka-galing sa computer just typing like 28 wpm. Can you please give me an advice on this matter Kasi piling ko ung knowledge sa computer ang magiging struggle ko. Or matututo n LNG po b ko kapag nagtraining n if ever makapasa ako. Tnx

[@jhavierjbblancaflor9512]

What's full name? Can u hav IG and FB?

[@lancelyde]

im so dumb!! im literally claire!

[@Genesis-nq9wj]

Hi gorgeous Sheena. I wish I can be like how u used to be, your simplicity makes you elegant just so pure.... Hope my grammar is right. Your my top favourite among all other blogger about Call Center...Gusto ko Sana nag-aplay I think my english communication skill is very good Naman Kasi Hindi po ako ganun ka-galing sa computer just typing like 28 wpm. Can you please give me an advice on this matter Kasi piling ko ung knowledge sa computer ang magiging struggle ko. Or matututo n LNG po b ko kapag nagtraining n if ever makapasa ako. Tnx

[@KevinJosep7]

there are many karens in theses calls, its frustefrustrating and annoying to deal with types of peoples

[@silentlamont]

And to be honest they take your attempt to really helped them as a way to abuse you. They know you can't really do anything

[@carlomancenido5937]

Wow. Simply wow. This video is amazing. The comparison between those calls just gave me a clearer view on what to do with my future calls. Thank you so much.🙂🙂🙂🙂

[@johnwick6650]

Weak empathy statement. You didn't even bother acknowledging the customer when she says “Thank you”. 8/10.

[@tekits1299]

This is my first video of yours I watched today po. 🥰 My question is unrelated to the topic of the video, but your videos encouraged me to pursue a career in the industry. I'm wondering, for newbies, like completely new to the industry, how do we decide to which account/company should we apply for? Thank you.

[@Kwestyon]

Hello! In most cases, you don't get to decide which account you're going to be working for. But you can choose the company. I suggest you start with an established company for stability. If one account dissolves, you'd likely be reprofiled. But as with most things in life, finding the right one would still be trial and error. ;)

[@sunansultan6359]

Its way to call the problem With e- mail or directly to tell it. Indeed It is no easy to solve, more over as the Costomer cerita must to Klo every things if its happ- emang suddenly but it must be Faced although it beyond to solve difficulty, it so sure Can be found.

[@etchensunbae]

Hello! Im learning omg!

[@ansleybestfashion9813]

I love you! Good work

[@wallasaeed7863]

I loved it thanks alot

[@johnrainsman6650]

If a customer at a cafe you managed mistakenly put a recyclable basket in the garbage, and then apologized after you corrected them, what would you say to him? Is there any chance you would add, "Just don't let it happen again"?

[@moniquesison7271]

Tumatanggap naman po diba ang bpo company ng "undergrad of shs" pero 18 years old naman na po?

[@istriver.]

Whats the best thing to say if a customer doesn't let you speak e.g. they complained about something but then they carry on speaking about their dissatisfaction for a bit too long, and I want to politely cut them so that I can get to the main subject I.e. providing them solution or providing them clarification to explain that it wasn't fault on our side and that we did everything correct from our side. Secondly, how do you respond to a customer who accuses you of ignoring them, even though u didn't but you just couldn't respond to them due to having a large number of requests that came before that customer's request and by the time those requests were fulfilled by you, it was the end of your work shift - so whats the best thing to say?

[@aldespo4421]

Teka muna parang pareho lang din yung instruction ng example 1 and 2 .

[@twinkss9556]

Muchas gracias

[@davidr6563]

Acknowledge me. Lol.

[@maryann7127]

Very useful. Thankyou te. Pero isa rjud sa mga problema naku, kay dile pa ko kahibaw mo storya ug english maong hesitant pa ko mangapply huhu

[@jayvistal4790]

Can you suggest alternative of "I'm so sorry to hear about that" because it sounds cliché.

[@huntress69]

your videos are very helpful to me ate. and I'm apply for a bpo company as of the moment and just waiting for the validation of my application. And while waiting I am watching your videos omg. This would much be a big help. 🥺😘

[@sarahdumali224]

ma'am pano naman po kapag ung dating mong trabaho is housekeeping tapos mag aapply ka nang call center

[@LaineMaMark]

Very helpful video....now I'm so curious about "Tabitha Ratched" haha 😆

[@ricardoluizmarcello]

That’s fantastic!

[@imperez669]

I love your videos because u hit everything on the head.! These are points that i always bring up during huddles..but, sadly,,a person can only do so much to help others right? It would be entirely up to the agent if they want the help! Maybe, u explain it better. Im gonna share this video instead.! 😁

[@loisekibukah6851]

Lovey videos 😍😍

[@justintalde4500]

How can i improve my communication skills? I can understand english but when im talking to someone personally i dont know what to say 😭

[@mincrylouder]

so well done!! my TL from years ago told me about positive scripting but I wasn't given enough examples/explanation so it's a bit hard to apply in calls and this video definitely helped me :> thanks so much for this 🤗