MOCK CALL PRACTICE: Basic Browser Troubleshooting | Interactive Session 3

MOCK CALL PRACTICE VIDEO 3 - This is my third mock call interactive session wherein I show a mock call scenario and you, the viewer, will answer some guide questions on the comments below.
I made this "interactive" so that I'm not the only one talking about the topic. I also want to hear your input about the call and to help you learn to evaluate and assess calls. I thought it's a great preparation for you! :)
WATCH THE ENTIRE PLAYLIST HERE:
• ✅ MOCK CALL PRACTICE 🎧...
Here are the guide questions (also on pinned comment):
1. What was the customer's concern?
2. How did the agent resolve the concern/issue?
3. What did the agent do well in the call? (GEMS)
4. What can the agent improve on? (OPPORTUNITIES)
5. If you're the agent, what will you do differently?
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[@ReaNinja]

CALL STARTS AT 2:14 HERE ARE THE GUIDE QUESTIONS: 1. What was the customer's concern? 2. How did the agent resolve the concern/issue? 3. What did the agent do well in the call? (GEMS) 4. What can the agent improve on? (OPPORTUNITIES) 5. If you're the agent, what will you do differently?

[@ReaNinja]

@jhann rey degracia Thanks for your answers Jhann Rey! Yes, you're correct! ✔️💯🙂

[@evabatalla8463]

1. The customers concern is all about lopping. Alysa cant login to the website. 2. The agent quicly understood the issue and handled it calmly and intelligently. 3. The agent acknowledge the problem and assure the customer that the issue will be resolved. The call is calm and spontaneous which is good. 4. The agent is already good. I think the only thing that the agent should improve is the tone of her voice. But overall the call was great, and full of enthusiasm and willingness to help the customer. 5. I am still learning as a newbie haha I think ill do it the same.

[@jamesrylabasolo8422]

1. Customer's concern is she can't log in to the website and when she click log in after entering her email and password it goes back to its log in site. (sorry for the grammar if there is wrong) 2. The agent resolved the issue by troubleshooting the google chrome. Using step by step process procedure, the customer is able to troubleshoot. 3. The agent address the problem well by giving a step by step instructions to the customer. 4. I think it's a job well done. But still I believe that there is a room for improvement and only those people who have morethan experience than I who can say what is/are need/s to improve :) (I'm still a newbie hehe!) 5 if I were the agent, I think I will do the same thing. cause since my previous experience is teaching, It's my expertise to give some step by step instructions to my students. (hoping I got the correct Idea of this mock call)

[@jexterselda8606]

1.The customer's concern was to log in her account on a website. Then, she can't enter to the website because she experienced a looping webpage. 2. The agent resolved the problem through giving background information about her problem, asking the browser used by the customer, checking the version of that browser, and guiding the customer on how to clear browser's cache. 3. The agent gave the instructions systematically and she responded cordially with sympathy to the customer. 4. The agent can improve the customer service through asking more concerns about the service/product of their company. 5. Just always remember to be patient, energetic, and willing to help the customer whatever may it takes. Customer's satisfaction is very important because they are the bread and butter of the company.

[@verdictdelapena6436]

The concern of the customer this time is about the Log in process as the customer try to log in, the same page was on the website. The agent resolve the issue by asking the customers concern, and listens as the agent learning how to solve the issue. The agent by step by step process ask the customer to follow the process to resolve the problem. Agent make sure that the customer follow the process as they turn to next step. The agent do well to resolve and make feel to the customer that the concern was address carefully and professionally by listening and asking nicely. agent ask the customer if the concern was resolve well. Agent can improve on, in this scenario is on asking the customer if she has other issues. i think theres nothing to do differently to this call. the agent do great. -hope for your reply and suggestions as im need a feedback,

[@nerizaanneaviles8756]

1. The customer's concern is she cannot log in in her account because the page is still going back to the same page. 2. The Agent resolved the concern by asking questions and probing questions to uncover the issue and to know the reasons how the problem occur. 3. She did well in giving the right and accurate instructions to the customer.

[@eliasalbanez8161]

OMG you have a lot of experience about call mock and thank you so much for yours advice . 🙏🏻

[@visudhalogasundar1782]

Hey! Thank you so much for all your videos. It helped me land in a great job!

[@ethelnino1156]

OMG!! So helpful and great!!! Thank you soooo much, Rea!! 🙏🏻😀🙋🏻‍♀️

[@ma.renalynbulaon7156]

The customer's concern is her account that she can't log in. The agent explained well the solutions step by step and very detailed. The agent also used positive scripting to the customer and able to resolve the customer's concern efficiently. If I were be the agent, I will also do the same. Thanks call center ninja for this kind of content this helps a lot more power to you❤❤

[@weishen_v7840]

Thank you. Very detailed and helpful. ❤️💕

[@janelleramos8827]

1.the customer’s concern was she cannot login to a specific website bc of a looping errors on her computer. 2.first,she explained to the customer the reason for expiriencing that specific trouble and the way to resolve it, and then she instructed the customer every details to do in fixing the specific error. 3.she patiently handled the customer she explained everything about the errors the customer had encounterd and she guided the customer properly throughout the whole trouble shooting process😊 4.well I think she did really well in this call except for the fact that she didnt ask for anything else she can assist the customer with before she ended the call😅 but over all she did really well😊 5.If I were the agent, I will do the same thing😊

[@johantavera413]

Niceee, thank you, in our english class we watch your videos, greeting from Colombia :)

[@ReaNinja]

Oh wow 🤗 That's amazing. Thank you!! 💞

[@francisjoshuacollado1044]

1. The client is unable to log-in to the website due to looping. 2. The agent addressed the issue through giving out instructions to the client in clearing out the cache memory that causes the looping 3. The agent was very informative in a way that she explained the occurred problem so that the client would understand. Then, she coherently gave out the instructions very well and in detail. She was also being in track with the client so that she could know if the client is following. Plus the way she sound hopely and reassuring helps the client be comfortable. 4. Maybe she could ask what else the agent can do or ask if there are any concerns just be sure. 5. Really don't know yet bcos im just getting some ideas about these things so i could prepare myself during the interview. Hands-up for me bcos im planning to apply in a call center. Yay! Thanks ate Rea! 😊

[@ReaNinja]

Great input!! good luck with your application Francis ❤

[@timofeizima1176]

Hi! Good day. I liked how the videos are arranged from the sample calls from an irate customer, to using positive scripts, and now basic browser troubleshooting. 1. Miss Collins' main concern is that she cannot log in on a website to claim her reward points. 2. The agent resolved the issue by a. explaining what looping is b. updating the browser c. clearing the cache 3. Agent's Strengths a. professionally handled the customer's inquiry b. build rapport with the customer c. asked the right questions d. a subject matter expert 4. Agent's Rooms for Improvement N/A 5. I would probably do the same.

[@ReaNinja]

Thanks for sharing your observations. Glad to know you find the videos organized. Hope this series helps. ❤🙏🏼

[@soulrocio0749]

Thank you so much. You have no idea how you have helped me giving this solution because this really have been hard for me to give solutions on these types of troubles i’m not working in this moment i have failed many interview’s job certainly i have learned so much about you and this is just the first video that i have watched i’m so excited to watch more. Loves El Salvador 🇸🇻

[@ReaNinja]

Happy to help you. ❤

[@andresfelipequijano9418]

First of all I want to say that it was a great performance and good atention by te agent I also liked the tone of her voice as well the information gave to the customer in other words it looks as the perfect call to attend to conclude I´m grateful to you for this interesting process.

[@sumeshthachapilly8176]

Thank you. It was very helpful. ❤️

[@wheimysterio9693]

Love it as a newbie 😊

[@juanguillermoalvarezhoyos6098]

Great video. It has served me well. You are nice. I am applying for a contact center company, and i am very keen ON all about it

[@rajandass5665]

It's good learning thanks.

[@judylefavour9873]

Thank you for your help.

[@jobethdelosreyes7223]

This would be huge help for those aspiring technical support. But I highly suggest if you'll also include a video how to navigate. :)

[@ejsantos7305]

Thank you very much. You deserve a lot of subscribers especially those who wanted to be part of the bpo. 😊

[@ReaNinja]

Welcome and thanks too, Ej! Means a lot to me. 💕

[@suraj0206]

Thanks Rea... it is really helpful as I was looking for it.

[@ReaNinja]

Welcome 🙂

[@lmattanthony]

Thanks a lot for the mock call practice.

[@ReaNinja]

Welcome. Thanks for watching!!❤

[@rubinlukongo3163]

I'm really undestand what u did miss thank u .. Today i have interview about technical support representative i'm learning more ..

[@jocelyncomendador6067]

I like the videos ,i learned a lot of tips on handling mock call its useful tips for applying in a call center...

[@karlarodriguez8106]

Helo, i think the agent, was good and very polite with the customer becouse she heard her problem and gave a right answer.

[@herminiapanado5638]

Hello Maam Rea😊 Thanks a lot for the information😊Hopefully you just continuing helping us regarding call center 😉Always take care po😊Godbless😊

[@ReaNinja]

Hi Herminia! You're welcome and thanks for watching my videos. God bless too :)

[@kervinjhonpedros5371]

Your videos are always da best❤

[@ReaNinja]

Thank you Kervin! Appreciate your kind words. :)

[@richardaltine1129]

you doing great job my Dear

[@advk5478]

Luv ur glasses! I want cool glasses like this for my interviews

[@ReaNinja]

Aww thanks!! 😊😊

[@advk5478]

The caller is funny! 😂🥰

[@nehasaraf4292]

More of a BPO training. Thanks. Was basically looking for browser troubleshooting steps. Facepalm.

[@ReaNinja]

It is. It does say mock call practice in the title. But in fairness, the troubleshooting steps in the call are real. Lol

[@ivybeltran5532]

hi I really like your videos it helps me a lot specially for me I’m a new bies in this industry. Thank you for your tips it help me got a promoters.

[@ReaNinja]

Hi Ivy, thank you for watching. Glad to help. 💗🙏

[@andrewjameselizares3988]

3. giving the customer a concrete solution also she direct the customer a good instruction (step by step) the customer at the agent meet half way so the problem solve easyly 4.for me as a newbie the agent kill the conversation thumps up 5.i will also do the process she made *ms.res this is my 2nd comment to ur video and happy bec.a gain more confident but i know a lot of practice and video to watch ty again *ms.rea i hope u can responds and correct me ty 😂

[@eleiahabash359]

The customer concern was that the page can't log in. the agent resolved the issue by telling the customer step by step orderly what to do to fix the looping problem. the agent helped the customer issue by directing her and asking her some questions about the computer that the customer is using. I think the agent was delivering good customer service, but if have to wow the customer, I could follow up with the customer by giving them the feeling that, even if I have resolved the situation for them, however, calling the customer again and make sure that the problem is not happening again and again with him is and ask him don't hesitate to call us again if any problem has occurred, is outstanding customer service. pretty much the same agent in the video, with adding some following up techniques.

[@jaycardcast]

btw in reality when you clear from the beginning of time it take about a minute or 2.. by that time what is best to do with the dead air?

[@percyjacksontv1099]

Good day Miss Rea, I just want to ask some questions about my previous job.. I had a job before in an int'l BPO but only for 3 months because i was studying at the same time and there was a conflict with my schedule in school and in my shift, so i decided to quit my job but unfortunately i wasn't able to file a resignation formally... should i include that job experience in my resume? I hope you'll notice my question.. thank you in advance....

[@catherinehudtohan823]

grabe Dami Kong Nalalaman

[@meeradeori4644]

this video helps me alots .I wnt to learn more..

[@ReaNinja]

Thank you! Glad to know that. Just check out the playlist on the home page for more. 😊

[@venkychintu24]

Can you please make a video on How to pitch in customer for a product or upsell or like How to explain the customer about That products. Or else How to convince the customer to buy that Product/plan/subscription Thank you!

[@danielventura8602]

this video is amazing but is it no according for me because my englesh is improving. and I want to learnd more. thanks anyway.

[@santiago_vasquez1818]

1. The customer couldn't login in her account because the page was looping of the cache memory 2. She did it really good even giving complex instructions as clear and easy as possible

[@vixbob2366]

1. Cx cant access her account. Stuck in a loop. 2. The agent give a step by step troubleshooting for cx to follow. 3. Great opening and closing still, resolved the issue. 4. For me, its perfect already. 5. Probably, the same.

[@ReaNinja]

Great job. Thanks for your input again! 🙏💗

[@RamGopalKS]

Well said

[@ramvelbueza8574]

Nice mock! Thank you so much! ;) This is really helpful for people like me aspiring who is aspiring in CSR career. Keep up your excellent video blog! God bless!

[@ReaNinja]

Thank you. Glad to know this helps! 🙂

[@PerezerepL]

I have now taken notes for this video. I had not realized that there may be times when the phone line won´t be as clear as one would want it. One thing I have noticed in my own practices, (e.g. while I'm driving), is that I am not using "empathy". The more I practice, the better I'll become. Have a nice day. c

[@ReaNinja]

That's right. Practice makes you better. And yes I agree, there will be a lot of times when the phone line is unclear or choppy so we also need to get used to it. 🙂

[@judylefavour9873]

I agree with you Rae great job. I deal with voters doing political surveys and voters get irate about some of the questions. How is the best way to deal with this? Some voters are not applyable to taking a survey and sometimes get very annloyed and then sometimes swear at us or flat out refuse to do a survey. How do we not get aggravated? I'm open to suggestions.

[@ReaNinja]

Best to set expectations before asking the questions. Tell them that if they're not comfortable answering the questions, they're not required to answer or they should just skip.

[@bryangabay9907]

What happens if you cant resolve the client's concern??

[@alexballesteros8538]

firstable, the problem was that the customer can´t log in on her account and saw her rewards point on the website. Second one and finally the Agent was very nice because she resolved all the customer´s requeriments and she gave the right instructions to the customer.

[@ninojamesaceron2919]

Mock call for a retail-related account, ma'am. Please. Thanks in advance!

[@omgitsfeann]

Yes please! More for retail account

[@LauraRomero-nq1wm]

1. The customer calls because she can't login to the website 2. The performance of the agent was very good because she gives to the customer the steps so she can log in the website, also she did a lot of questions to the customer to find the real problem

[@ghouseshaik4612]

May I have Same Kinda Mock Call On VPN Troubleshooting Issue...?

[@merndionos179]

Thanks a lot maam

[@ReaNinja]

Welcome! 🙂

[@cassandrahayes2183]

1. cci wants to make payment using reward points but she can’t log in to the website 2. Agent was able to acknowledge the customer’s concern and provide willingness. Rep was able to probe targeted questions like the error message 3. Agent was able to provide appropriate resolution to avoid similar inconvenience in the future 4. Rep sounds enthusiast so it’s a perfect call for me 5. 🥇🏅you’re totally awesome. i would do the same

[@ReaNinja]

Thanks for answering, Cassandra! Appreciate it. 💗🙂

[@junrenzolaxamana7713]

You know what? Your video helped me alot. I just got hired from a bpo company. hahaha. Thank you so much!

[@ReaNinja]

Wow so happy to know that. Glad to help! 😄💗 Congrats on your new job. 👍

[@bhi5547]

hi!im a call center virgin..im done with my 1 week training and on mon.im having my mock call and totally nervous..is der anyone failed?

[@knives456]

Agent kapa rin po ba?

[@rosellebrinola8588]

Please do mock calls regarding email issues. Thank you! xx

[@ReaNinja]

You mean they're calling about having problems using their email provider?

[@rosellebrinola8588]

@@ReaNinja Yes please, like sending email, receiving email or unable to set up mail clients something like that hehe. Thank you!! 😊

[@raygunwave]

New sub. Earned it. Thanks for this mam. TSR. Haha I hope I can pass the mock call and managers/TL interview.. God bless

[@ReaNinja]

Thank you! Good luck with your interview. ❤

[@RamGopalKS]

Good

[@diegorodriguez9341]

1. The customer couldn´t log into her online account because her browser was acting up. 2. The agent was spot on, she clearly knew the script like the back of her hand. She was prepared for every possible mishap.

[@andrewjameselizares3988]

1.about the rewards point Also have issue in logging in or looping?? *sorry ms.rea i dont have idea yet to the lopping in p.c 2.the agent is very focus and have a strong opening statement also i notice she knows what shes doing no panic no rattleness

[@archiepaulallosada6728]

1.She wants to see her rewards points but unfortunately she can't log in on website. 2. he gives instructions. Like clear all the history,cache cookies and etc. 3. I think the agent is doing great, because she resolve the costumers concern efficiently and she had a great communication skills. 4. She don't have nothing to improve with. Because she already got the skills of communicating and she able to deliver the right address of the costumers concern. 5. I think I will do the same Thing but not as perfect as her performance 😁. Because to tell you the truth for now I'm just applying for a call center job and I'll keep watching these kind of videos to give or learn how this industry works.

[@erwinpanganiban2788]

Very helpful, I just got scared a little because,I don't have that knowledge in trouble shooting computer s,will they teach that in trainings

[@ReaNinja]

Yes

[@rojem1914]

can I know po what is comcast? kasi pinag re ready ako for role play daw

[@jenniliciousism]

1. cx called in because she cannot log in to her account. 2. agent walk through the cx on how to clear cache her browser. 3. empathy and ownership was there. so the call went smooth and resolved. 4. it's a perfect call for me. 5. I would do the same. :) :) :)

[@ReaNinja]

Thanks for your answers. Good job! 🙏😂💗

[@mariafernandamoralesmedina4140]

the problem was the customer cant login at her account // the agent was very kind and she offered many ways to help her .

[@LauraRomero-nq1wm]

hi

[@yeendaleacain6545]

Can you do a video about radio satellite mock calls ms.rea like sky cable?

[@ReaNinja]

I will try. 😊

[@camilleborja4069]

Hi please make a mock call for activation of phone and basic trouble shooting

[@ReaNinja]

I will try :)

[@yatheeshcgcg8475]

Hi this is yathish from India, really nice conversation between you and customer, Even i am also looking for placement in call centre pls guide me which organisation is better to join?

[@iriseumague3262]

Can you make a mock call video about subscribing a plan

[@ReaNinja]

I will add to the list!

[@rommelyaquitin6354]

Parequest po Calls with powerful sympathy

[@mosan5586]

I just got hired as a Call center agent and this wl be my first experience as one as well. But, I just figured out I'm gonna be handling outbound calls..and based on what people told me, it's a whole lot harder than inbound :( do you have any tips you could give me? I really need all the help I could get or things I should at least know. Hoping to hear from you! or anyone who could still share some thought (hoping for positive) about it.

[@ReaNinja]

Hello! Congrats on your new job. 🙏 Regarding the level of difficulty, maybe people say outbound is harder because you're the one calling and somehow you're the one who need something. But it actually depends on your account too. Are you on sales? I'll put that on my list and maybe I can make a video or two about it next month. 😃 For now, I think it's best to be open-minded and not have pre-conceived notions about the job until you start taking calls. 🙏

[@iamsecret31]

Coach Rea, is this right? I heard that you said " How can I be of service?"

[@ReaNinja]

Yes 🙂

[@Carrie-h6b]

can you do some ionos mock call? please Ate Rea

[@finagk]

Where did you get the answers for the caller? Are the answers comes from the training that in due process the agent will learn? Thank you

[@ReaNinja]

I made the script for this. But yes, you will have a training to learn how to answer.

[@finagk]

@@ReaNinja thank you

[@leoairdialer3207]

Hello Rea! My company is developing an app that allows you to replace the VoIP by a normal Mobile Phone. I would like to know if you would be available for a 10 min. interview this or the next week. Thanks, Leo

[@ReaNinja]

Please email me: [e-mail] :)

[@nenedin3964]

did not ask additional assistance

[@ianandcindyvlogs9306]

Hi miss Rea I am not good in using a computer there is a chance for me to work in a call center.?

[@ReaNinja]

Know the basics and check your typing speed online 😊

[@ianandcindyvlogs9306]

Rea Ninja thank you Miss Rea

[@cjellal]

Is it really necessary to make it a long conversation even though you just really need to tell her that she just need to clear cache?

[@sumeetbhat9047]

No she was just making it long to make her KZbin videos view time longer.

[@johnargiericaforte3658]

Hello can you do some Amazon mock calls :((( pleasee

[@aizenc1118]

Greetings from Mexico thanks for.this is very helpful

[@kielanino471]

Is this for TSR or CSR?

[@ReaNinja]

Applicable to both.

[@jamesrylabasolo8422]

I'm having a hard time to research about mock calls who handles appliance home services.. Can you make me a video of that ms. Rhea.. I hope you can help me. Cause this is my first time.

[@ReaNinja]

Hmm i have no experience with that. But ill see if i can ask anyone.

[@kesavaperumal3201]

5.I would've ask her to use a different browser like Microsoft edge

[@judylefavour9873]

That is a good idea Kesava Perumal.

[@Game-vi6if]

Me to

[@ridewithblack9682]

ano po yung sa ending banda? my pleasure to assist you _________ address all your concern today. ...

[@racxelapenaortega6449]

The costumer could not enter his account because the page was not working correctly, so the agent began to ask him specific questions to find out more about the case and to be able to find the appropriate solution. After this, the agent explained to the costumer with a lot of patience what I should do in my opinion the agent solved the problem very well, she was kind and efficient

[@lashaundag6823]

1. The customers concern was she couldn't log into the website to use rewards/pay bills. 2. The agent was able to resolve the concern by walking the customer through the steps to clear cache/history. 3. The agent was a great listener and very patient while walking the customer through the right steps. 4. I think the agent could improve by not giving so much explanation to all the technical reasons why the customer was unable to login. She should explain how it is important to frequently clear cache/cookie without going into too many specifics. 5. The only thing I would do differently would be give less explanation and remind the customer to clear cache and cookie often to avoid this error in the future.

[@OneClick287]

Maybe id like her to try incoginito mode in the browser

[@DayegKristohanon0322]

ths is y first time in commenthmm, how did u get ur answers about the trouble shooting? is it ggiven already in reality? thank you

[@ReaNinja]

I was trained for it before. 🙂 You will also be trained for sure.

[@DayegKristohanon0322]

@@ReaNinja yeah I was but then ,I was so panic on mock interview (3 types the inbound/out/and about heath? ). I did not fill other details about customer and their needs. I was not able to give a good answer. I lost my mind .It was happens just while ago. :)

[@edarabit8910]

hi ms rea are you familiar on foxtel ? I really need some of your help maam . I will be having my validation interview tomorrow. (tsr) that was the last part before I got the j.o pls help me :) I also need some tips from you ob what are the commonly ask questions on that part of the interview :) thank s a lot have a great day!

[@edarabit8910]

oh I forgot I'm a newbie in bpo :) hoping to get hired .😊

[@ReaNinja]

Hello, sorry not familiar :(

[@marjoriecaraballe4880]

I lose my mock call 😭I don't have any Idia about this troubleshooting😢

[@jerwincastro1038]

What is the difference between Non voice account and voice account?

[@ReaNinja]

Voice - calls; Non-voice - email/chat

[@jerwincastro1038]

I want chat/email, for me is easy than voice account😂

[@sebastianpenuela8226]

1.the customer's problem is she can't login her acount because the page is damaged and it returns to the same page 2. the agent was very nice, because she looked for alternatives to solve the problem

[@topnaita8454]

the customer's call was super clear -.-. hahahahah

[@runelrellen9896]

I understand not to be able to access your online account to pay your bill is such an inconvenient in your end. I know how important this is for you however, there's nothing for you worry because you've reached to a right person this time. Rest assured that we can sort this things out properly. Here's what we're going to do. Let's address your concerns one at a time to avoid confusion. Would you like me to help you process bill payment here on my end first or resolve your online issue so you can make a payment in your end? How would you like me to proceed?

[@ryokomura4203]

1- The costumer have a problem to log in in a website 2- The agent do the thing great, she vas kind and friendly with thew costumer, trying to help her

[@treechada8196]

The hard thing for me is the african american accent. And old people talking. Can you make a video about it.

[@ReaNinja]

That's quite tough, yes. I'll see what i can come up with. 🙏

[@karlarodriguez8106]

I think the customer’s problem was that she couldn’t opened her account because her page didn’t loging

[@sebasaraya7383]

no sé ustedes pero MUCHO TEXTO

[@maryjoynieva2023]

is it your company is giving you a script for technical support or you're just the only one who is creating your own answers to customers?

[@ReaNinja]

For some difficult or common scenarios, there are scripts but most of the time you create your own

[@darkheart2032]

You have my nose

[@janellederayal5597]

hallo