Bad vs Great Customer Service | Scenarios with Explanation 

One more irate Tabitha video here: ru-vid.com/video/%D0%B2%D0%B8%D0%B4%D0%B5%D0%BE-rm6jfkXdB7Y.html

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

Among all videos here in RU-vid 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.

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'.

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

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

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.

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💓

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.

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.

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

You are so great at what you do. Thank you for all the educational content, its really helping me.

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

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.

Grabe yung development ng editing!!!

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

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.

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

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

You really a great help to those first timers like me ❤️ I love how you explain and how you enunciated and pronounced a word 👏

All of your videos are great to watch. They give me ideas and make the call handling seem an easy task to carry out. Congratulations on your channel.

thank you very much, i’m on my second week of training and this helps me to see how to improve my call flow

Imma new subscriber. I am working currently in a BPO Industry (TelCo account) and even if I am in the industry for years, I wouldn't deny the fact that I needed more learnings.

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.

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 🤗

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. 🖤🖤🖤

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

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

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.🙂🙂🙂🙂

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.

Thank you so much Kwestyon 😘🥰

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 ❤️

Love itt ♥️♥️♥️ thank you ate Sheena!

That’s fantastic!

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!

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

Thank you for this. I'm always looking to improve as a call center supervisor. I've learned a lot of great terms from my co workers, but these help tremendously in dealing with issues that have no answer or an answer guests don't like. Sounds like real life scenarios and talk instead of something that is too easy and doesn't help in tough real life situations.

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

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.

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

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. 😍😍😍😍😍😍😍❤️❤️❤️

Thank you for this Ma'am.

Blessings from Colombia 🇨🇴thanks for your channel

Haha Tabitha is back!

I love you! Good work

let's appreciate the editing of this video. 😍

Omg thanks this video is just what i needed i mean sometimes you have good intentions but you just dont know how to proceed. Tyvm

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😆

Love this mockcall🥰

This was great really helpful thank you 😍

OMG YOU 'RE SO TALENTED ❤😂

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.

Thank you for your videos it help me a lot. Love your accent😍

You are incredible.

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

Hi Sheena, thanks for this video.. it will be a huge help to my upcoming training 😇

I loved it thanks alot

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

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 🎉🎉

Hi Shiena I'm a Super Fan of yours You make me Motivated❤

I am your fan now after watching this video.

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

Good video!

Hello! Im learning omg!

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. 🥺😘

I-m about to quit my call center job >c because I find very difficult to acknowledge, thanks for your videos!

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..

Muchas gracias

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

I managed to be hired because of this channel. Thank you Kwestyon!💖

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.! 😁

Thank you so much. Your videos are huge help for me given that I'm a newbie in BPO industry.

Lovey videos 😍😍

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

More videos with great costumer service please 🥺

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

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

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

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😊

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.

Thank you so much for this video it really helps me a lot since application and be part of UPS account ❤️

Cool!!!

Hi I am your new fan

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

Hi Kwestyon! Can you please make a video about Red Flag answers in the interview.

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

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

Videos how to get the expected salary according to your experiences, was there a time your colleagues interfered you while you're in a call then how you handled it, what's the best account in bpo on your own perspective and why? Lastly, do you think call center agents are in the highest risk when it comes to mental health? Thank you in advance.

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.

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

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?

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

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

i love you 😘 thanks.

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.

hi..mam do you have a video regarding how to answer whats your expected salary for with experience?

Hi Candace!

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 <a href="#" class="seekto" data-time="630">10:30</a>; 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.

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"?

so you need "thick skin" to get along with irate calls in general?