CUSTOMER ACCOUNT VERIFICATION TIPS | Breaking Down The Call Flow Episode 3

[@ReaNinja]

FULL SERIES: kzbin.info/aero/PLpEXFgzuDIjAMhG1jK5AXEEkleykIb6Gi. ANY QUESTIONS, comment below. :)

[@ruby_-1614]

Hi ma'am i am a newbie trainee in a call center company ,our trainor asked us to find out how we can pull/verify an account that doesn't have an account number nor an email address or any other account details aside from his first and last name , what should we do when we encounter that kind of situation? Hope to hear from you ma'am Thanks in advance.

[@ReaNinja]

@Ruby_^-^ That’s very account specific though 😊 it depends on what’s actually available in the system

[@PURPLE_YT678]

I'm watching your videos since when I was applying for a cc until I become one of the SMEs and now being endorsed as prt/ tlt this info's help me since I'm gathering ideas for general call flow because that would be my topic for my demo presentation. This is very informative and the way you speak give me a hint on what I should do on my demo presentation. thank you very much rea ninja

[@ReaNinja]

That's amazing to know Razel. I'm so happy for you! With your perseverance, no doubt you're gonna nail that demo. Good luck! ❤😊

[@leaga7686]

Your videos are literally giving me an assurance that I can go through my training next week. God bless you 🙂

[@ceetoo6943]

I've just recently found out about the contents of your channel and I do really appreciate it allot! Thank you for providing these tutorials and advice :)

[@ReaNinja]

Glad to know you found my channel. Thanks for your kind words. ❤

[@klifrannwest7301]

Thank you so much!! You don't know how much you are helping me!!!

[@ReaNinja]

Happy to help. ❤

[@curiouschristian-y7f]

Hi Rea! We're now on our fourth week and we will be having our mock calls tonight. Hoping I would pass!!! Thank you so much for your videos. It helped me a lot! 😊💕

[@ReaNinja]

Welcome! All the best on your mock calls. Go for it!! 😊

[@curiouschristian-y7f]

Hi Rea!!! Guess what? I passed my mock call! 😁 imagine a person who's introvert, very shy type, super behave that was able to handle a call very well..... And you did helped me a lot with this... Thank you so much Rea! 😁😁😁

[@jeancarlosgraterol1372]

Hi, I'm from Colombia, and I have been working for a call Center since 3 months ahí anda it has been difficult for me, the first time I work in s call Center, and your advices are wonderful , I have a notebook yo take notes of every important thing You Say, Thanks

[@josephramos980]

This topic definitely informative😍and precise.those scenario and instances given was really happening on the actual call flow. The do's and dont's was so useful and you can learn so much on this particular segment. Thanks for this ma'am keep it up. Your helping a lot of people who pursuing career to sneak and be part of bpo.

[@ReaNinja]

Thank you too, Joseph! I'm glad to know you found this video & segment helpful. ❤🙏

[@josephramos980]

@@ReaNinja yes ma'am you help and enlighten me a lot to this particular topic. All that you said was so true because i experience all of those scenarios on my previous job which is cca on a telco account and it was really challenging. But now i evaluate my lapses and mistakes that i did. So the next time i encounter these kind of situation i'm fully aware of what is necessary things to do.Godbless and more power🙏🙏🙌to God be the Glory.

[@ReaNinja]

That's great!! Glad to help. All the best in your career. 😊

[@maritespactaoend-timebelie9899]

Hi Miss Rhea! Thank you so much for these useful & helpful video ltips again.I always find them interesting & exciting for they're substantiall information that cam help much for newbies to fell confident when speaking to the customers more power & God bless!💓🙏🏻

[@khultez25]

Thanks miss rea for all your videos..

[@ReaNinja]

You're welcome ❤

[@gleekidmc557]

I need to hear this. I will be starting taking calls for the first time today. I am a bit nervous.

[@jhunbrixniegas3257]

Hi there Rhea need some tips for cancellation of the account sample pls

[@marizdebo3798]

Do you have a podcast channel? Please reply if you have one. Thank you so much. You are a big help🥰

[@ReaNinja]

inREAlity on Spotify and Apple Pod ❤️ im gonna update it with a new episode soon.

[@sheryldarst]

Hi, I love ur videos, they r very informative! What is a notebook? U mentioned it to take notes on? Is it like an iPad?

[@ReaNinja]

I meant the traditional paper notebook here 😊

[@ReaNinja]

You cant bring gadgets on the floor

[@jeamirivas426]

Thank you for sharing all this. What could I say if the customer failed verification? How to say for policy I am not able to disclosure any information without being rude.

[@appleice1561]

Excited 😍🤩

[@ReaNinja]

Thanks Apple! :)

[@haroldvillamor3573]

how about if you have the wrong info on your end. What technique should you use to get the right info from the customer?

[@angeliepama4558]

Hi miss rea thank u for ur inspiring videos . can u make a video about tax call flow . thank u

[@rhendg.9003]

Hi ms.rea sample naman po ng mock call about pre enrollment. Thank you.

[@ReaNinja]

Pre enrollment of? 😊

[@rhendg.9003]

@@ReaNinja hi ms rea pre enrollment of insurance.

[@markanthonybaralhernandez3854]

hi rhea i just wanna ask what if the caller provide a wrong information ? because we can’t say that the info that you gave to me is not match on my end. and the caller ask Why ? what will i reply ?

[@danielaba-oc2647]

Miss ninja if the customer said that he was experiencing slow internet connection and he's asking if it was some kind of an outage .what could be your response?

[@ReaNinja]

Your response will really depend on the root cause of the issue. He might think that it's because of an outage but it might not be. If it's not, you have to refer to your guidelines on how to resolve. If there's really an outage, you apologize and just let him know there's a system issue. Usually your account has a scripting for that too. 🙂

[@RWPV26]

Please give me and example of "SERVICE CALL FLOW" dahil sa thursday na po nesting ko sa call center company na pinagtrtrabahuhan ko .salamat po

[@ReaNinja]

Applicable po itong series na to sa service calls. Thank you.

[@junepolrobiano1171]

Hi Ms. Rea I'm very thankful because it helps me a lot to improve my English and on how to be a proactive and a good listener ...sana po ehh may cALL kayo about banking ..hahahaha thank you

[@ReaNinja]

Meron naman. Check mo sa mock call playlist 😊

[@junepolrobiano1171]

@@ReaNinja thank you Ma'am

[@hexmoooomxeh9249]

Ma'am Rea, can I ask you something? What if the reason for the call of the customer was to return the double item is it necessary for me to get their first and last name or the order number only?

[@ReaNinja]

That depends on your account but I think it’s best to ask for the name.

[@hexmoooomxeh9249]

@@ReaNinja thank you ma'am Rea.. that's a big help for me.. God bless you ma'am Rea.. 😊

[@JonathanBester-eh9cl]

When somebody phones and tries to verify my name... "Hello, am I speaking to ______?" , I refuse to answer the question and proceed to ask the caller for their Name and ID. If they refuse to answer, I refuse to answer

[@myracomedia453]

Hi can u make about updated lastname

[@christopherjohndacanay922]

can you please also make videos for non-voice accts? :( thank you!

[@ReaNinja]

I'll see what I can come up with. 🙂

[@christopherjohndacanay922]

@@ReaNinja yay thank you again, ma'am! :)

[@nezuko1732]

I got scared on my first mock call 😭 and didn’t respond most of the time

[@MadMan___]

I'm having my certification later and I'm scared! Hahahah

[@angeljeon6993]

During mock calls I experience that the caller is a girl but her name was a guy's name. Should I address her by her last name only?

[@ReaNinja]

Shouldn't matter since you know she's a girl. Address her per your guidelines, either Ms. Last Name or first name basis whichever your account guidelines say.

[@alexmichaelcassietesara1530]

I have 4 zeros and 1 100 in my repsat huhuhuhu😢😢 thanks to this video it's really helpful! I will try this A E R in my call

[@ReaNinja]

You can still do good next time. ❤

[@carladeguzman6862]

Hello po! Newbie po ako sa bpo. baka po pwee kayo mag sample ng calls for accounts and billing.

[@carladeguzman6862]

Or also possible calls para sa mga problems ng subscriptions.

[@bretxyrielaranco2619]

Hi may I know what does a call verifier actually do? It's actually my first time since my past work experience were mostly clerical. It is more likely an apartment or broker style business idk. I just want a tip tho if possible. Thank you :)

[@tepta4915]

I normally do that, typing the customer's name kasi I tend to forget it right away. Minsan pati pronunciation. Like for example, last name is Peikert. Tas pagkakabigkas ni cardmember Paykert. I'll type sa stickynotes Paykert 😂

[@ReaNinja]

Haha yes good idea yan, same here!! Ang awkward kasi pag icocorrect ka pa ng customer. 😂

[@nerizG-xe7jp]

Yeah, i got you. Peikert here is like a red pepper e while in Paykert is gray day a.

[@melzx3741]

how po sagutin yung "what will u do if you cannot resolve a customer's problem?" dito po ako natameme eh 😭

[@paulosorima783]

It is our 2nd week of grad school :(( Its been 1 week i didnt receive any Promoter. We need to have atleast 1 promoter from the customers survey :((( and i am losing hope because its gonna ne our last week of grad school next week

[@JRV1968]

Nice spiel.

[@streetlight7444]

Will you explain what is the proper approach if someone's unsuccessfuly verified the account?

[@streetlight7444]

And how to deal with customers that seems not the real owner of the account?

[@ReaNinja]

It may be different for each company though. But ill try to address this in a video.

[@pallavis6067]

If the authorization for customer set up is NOT proper then? Options; A. Send a request back to client for proper approval B. Reject the request C. Set up the customer and ask for approval letter D. All of the mentioned options

[@marvindatoghdhjhgjshjjksjs1157]

miss rea tatwagan po aq for account validation this week. Anu po meaning non? Can you give me some tips. Newbie lang po kasi aq. Thanks 😊😊

[@ReaNinja]

You will be interviewed for the account where they will profile you. Thats also my video this friday. 😊

[@MadebyMary1003]

Watching this right now kasi training nako and I'm behind from my co workers coz they're all speaking in English

[@MadebyMary1003]

Grabe na boost yung confidence ko.. ako lang ang Pilipina sa amin.. and matigas dila ko ahaha

[@richmondighot5609]

we don't say, "the line is choppy". instead, we say, "I'm sorry your line is breaking up".

[@ReaNinja]

To each his own 🙂

[@dango8648]

Yoooooio

[@paulosayson9524]

CHOPPY IS A FILIPINO TERM. JUST SAY THE LINE IS UNSTABLE OR CUTTING IN AND OUT. IT'S GOOD THAT YOU HAVE VIDEOS OUT TO HELP PEOPLE, BUT IM CURIOUS HAD YOU BEEN PROMOTED AS A TRAINER BEFORE? I JUST WANT TO KNOW THE EXTENT OF YOUR KNOWLEDGE AND ABILITIES.