Basic Call Handling Tips | Customer Service (With Sample Call Flow)

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Even though you have the best English-speaking skills, you won't survive the call center industry if you don't know basic call handling. In this video, I talk about the tips and techniques that I believe will help you as you start taking calls.
Even though it's basically for customer service, you can still apply most of these tips to other industries or accounts. After each tip, I provide an example to demonstrate to you how it's done. At the end of the video, I also showed the full sample call flow.
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Опубликовано:

6 июл 2024

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Комментарии : 520

@ReaNinja 6 лет назад

⭐️ Skip the intro at your own risk, lol. Tips start at 2:38 :) Questions? Please comment below. 💗

@3DLEAPDESIGN 5 лет назад

This channel really help me as newbie in the industry I have a lot of confusion on how to handle a simple mock call 😭 thanks to this chanel

@harlynordanez4689 4 года назад

Ms. Rea bigyan mo nman kmi ng mga sample ng mgadang call center n pwd applayan

@advancedtaxadvisors 4 года назад

how do I hire you or your company?

@Lorecolombian 4 года назад

Cdfc

@Lorecolombian 4 года назад

@@3DLEAPDESIGN mkjb

@quimartsipalay1233 3 года назад

Just a tips tho. To someone out there who wants to be part of BPO industry. Don't doubt yourself! Don't be afraid to fail, Just do it. Coz failure are only those people who did not even try.

@Sarah-kc8lg 2 года назад

This strangely helps, thank you!

@susansanchez897 2 года назад

Thank you! I am so nervous

@jeronyjoydelacruz5981 2 года назад

Thank you, I have already hired one of the BPO industries. I was part of the training, but I felt I'm always embarrassed every time there are recitations because I am always nervous. That's why I didn't express what I wanted to say.

@idontmind2121 Год назад

This really helps a lot!

@idontmind2121 Год назад

This really helps a lot!

@hokagecedric 5 лет назад

Remembering my first day of answering call (not a mock call) it feels like while i am speaking to clients my heartbeat is pumping i was very nervous at that time, i am glad i finished the conversation with an amazing result. I didn't notice i end up the month with one of the best performer for Customer Service in Financial account

@ReaNinja 5 лет назад

That sounds great! My first call was a mess because I released it. I wasn't nervous. I was just point blank and didn't know what to do. LOL

@jhennylynpaa4397 4 года назад

Is it financial account is easy?

@lenalee5516 3 года назад

I hope my first call wont be a mess 😭

@patriciaespiloy1062 2 года назад

Hello ate. Mahirap po ba pag virtual training? Sa isa po kasing company is Telco account ako , sa isa naman po is Financial account ako which is yung bagong inapplyan ko

@donjoel7300 2 года назад

@@ReaNinja p

@catpuccino6186 3 года назад

Good video! But there's also another thing to remember... U can be as nice and professional as humanly possible and the customers will still argue when you cannot refund their money because of your company rules. It's all about the Customer until it's about money 🤣😂

@josephirvingcrisologo 3 года назад

Exactly. The company needs the customers money, the employee has to work hard for money, and the customer is looking for his money😩 , IT'S A WAR OF MONEY 🤣🤣🤣

@aztrid799 3 года назад

Your knowledge allow me to believe in myself, I always felt afraid of trying it, I studied for 3 years, at the moment I applied through an online platform and I received an offer for working at a call center.

@trixieybarra 5 лет назад

I'm a product/process trainer from one of the BPO industry here in Bicol and your videos really helped me a lot.Ty

@ReaNinja 5 лет назад

Wow! So nice to know that Patricia. How long have you been in your training team? 😊 I'm planning to have trainer-related videos starting next year to hopefully help aspiring trainers too.

@nicolburchell7271 4 года назад

Omg Bicol... my mum is from there and named after it (Nicol) 😅

@americangirlafricanworld3506 3 года назад

Oh your job sounds amazing 🧡💛🧡🙏🏻

@torquettalk 3 года назад

I work under HR and I feel like wanting to hone my phone skills by watching this video, and learning more about customer service in general. Thank you.

@sandralumus8671 3 года назад

This will be my first time in a couple weeks, i doing everything to do it, but the first one to me is preparing myself mentally. I really appreciate this video.

@xennialprepping 4 года назад

I appreciate you so much! I have been stressing over how to do this new job. I almost quit before I started. I just keep watching your videos and reviewing my account notes. Thank you so much. I think I will be okay and not run for the hills screaming.

@ReaNinja 4 года назад

Awwe hoping for the best for you! Keep going. ❤🤗

@alzackconnell9697 5 лет назад

Call center is my first job that's why I'm not that confident unlike my colleageus who are experience and have a numerous knowledge in handling calls. Thank you for those helpful info. :)

@ReaNinja 5 лет назад

Everybody starts being a beginner. You will be an expert soon. 😃 Glad to know my videos helped! 🙏

@lvl.88celebi88 5 лет назад

Same

@ReaNinja 5 лет назад

@@glarizfebielaurete100 you can do it! 💗

@ReaNinja 5 лет назад

@@lvl.88celebi88 go for it. ✔️

@markbrad123 4 года назад

Are you using Avaya phones ?

@giancarlodiaz9372 3 года назад

I'm on my solo calls today, training is almost over. 😊🥺 Thank you for your videos miss Rea it really helps me a lot. 10pm-7am sched makes me excite. 💖

@user-pj4rg5ol8w 3 года назад

10 hrs. of Duty??

@marjorieventura1273 2 года назад

@@user-pj4rg5ol8w 9 Hrs plus lunch

@Bluebaby422 3 года назад

I’d hate to admit it but, I’ve been a difficult customer before👀 I feel like we’ve all been a difficult customer at least once

@nomiluxx 3 года назад

I agree 100%

@lolobuto1608 2 года назад

There are no difficult customers only stupid agents

@kyzertv8443 2 года назад

Not me. I always treat the person on the other line as a human like what they really are.

@reberomime9888 Год назад

So true big difference between talking to friends family and at work than communicating a service or tool to sometimes angry customers!

@whimsicalkitten4427 5 лет назад

Will be applying for CCJ's coming January and I'm preparing ahead of time and conditioning myself for this unknown chapter. I would like to avoid a lot of mistakes so that's why I'm here. Almost lost hope that I could find any good videos on here but I found your videos and they have been most helpful and informative. Thank you for doing this and continue to inform and help others like me

@ReaNinja 5 лет назад

Aww thanks for your kind words, appreciate it so much. I'm glad you found my videos. ❤ Wish you all the best in 2019! 🤗

@margelyngomez247 3 года назад

Thank you for sharing some tips from you. Honestly I am not confident when I am speaking english but because of ur videos, I really want to pursue this contunue to learn and be an agent this year. In God’s name.

@bellemixt9214 2 года назад

Amen 🙏🏾. Me too ☺️♥️

@tashicashaw3925 2 года назад

Am actually watching this video because i have to give a presentation tomorrow at my school on how to answer calls Thank you

@marieleyva8353 5 лет назад

i'm new in the BPO industry and i learned only basic english but watching and listening to your channel helps me alot....thank you for some useful tips that i might use when i start my training. I'm still following your channel to get more useful tips. Thank you

@ReaNinja 5 лет назад

Glad to help! Thanks for watching and wish you the best. ❤😊

@TheGeminiJournalist 3 года назад

Thank you so much for this! It truly has added knowledge and assisted a lot!

@mariaeba2233 3 года назад

Subscribed! Thank you so much! I am currently in training and I wish I will pass. I'm not really confident with my English skills, but I will do my best!. Thanks a lot ma'am Rea! More power to you and stay safe 💓

@quimartsipalay1233 3 года назад

I'm just watching your videos before to have some ideas and to get some tips on how to answer interviews effectively, now I'm one of top performer of our team so far. God Speed Ninja Rhea 😘

@ReaNinja 3 года назад

Amazing! Congrats on being a top performer 💯👏😊

@stanleydelima9883 5 лет назад

I’m so glad i made it here on your channel. I badly need this for my training this week. Thank you!

@ReaNinja 5 лет назад

Stanley Delima Glad you found my channel. Welcome Stanley and all the best on your training. 💕

@itsmemellah7906 3 года назад

Thank you for the tips you shared to us . Im not that confident in speakung engliah but i am glad that i have passed the initial , exam and final interview . Now im waiting for my validation 🙏😇

@lilghostieanna5592 3 года назад

Okay, this is my first, adult business job where I’m a receptionist for a employment center, I really appreciate this video, it does help alot

@Sarah-kc8lg 2 года назад

Same! How is it now? Is it easier?

@marijean5253 5 лет назад

Hi Ms. Rea. We both have the same name. I've been watching your videos nonstop since I got hired. I'm a Call Center newbie and will just start my training on Monday, July 1, 2019. Your videos helped me a lot. I've been studying and practicing on my own, jotting down notes everytime. Lol. This experience is making me anxious and quite a challenge at the same time because in my group/wave it's like there are only three of us who are newbies and the rest are all tenured agents. So thank you for the helpful tips. Keep the videos coming. I'm a fan. I'm from Bicol. 😍

@ReaNinja 5 лет назад

Ohh that's so nice!! 😊 Happy to know that my videos helped you. Thanks so much for watching. Wish you all the best. ❤

@nintoroniven8117 3 года назад

Hello Ms.Rea by watching of your videos here in yt helps me a lot I passed my initial and final interview, even though I'm not good enough in English communication/ grammar. I feel nervous coz tommorow is my first day of my training :) Thank you for the tips and I considered you as a part of my success hehe💗 And to those who would like to become a call center agent you must trust your self and be confident, always look at positive side and of course Pray.

@ReaNinja 3 года назад

Congrats Ronive! I'm so happy to be part of your success. ❤️

@_aprilgarcia 3 года назад

I learned so much thank you for this.😍

@calista910 2 года назад

This is perfect and it’s my first job doing a customer service representative, I don’t know how to be professional and not sound too friendsyyyy

@Bluebaby422 3 года назад

I just got a job at a call center. thanks for this video

@ronaldinfante2234 3 года назад

this is great Rea Ninja, starting tomorrow, this video has ben very helpful.

@kahindojoy5735 4 месяца назад

I watched really many of your videos because I am starting training soon. I am so much invested in it

@ajlauron 3 года назад

Thank you for your tips, it's very informative and useful.

@AmandaLake 2 года назад

Thank you! This was very helpful.

@ceauvama 2 года назад

Thank you for your help ! Great Video!

@chris4675 5 лет назад

I learned everything :) I will apply this in my training.

@ReaNinja 5 лет назад

Good to know. Thanks for watching. 😊 Good luck on your training!

@cecileyap5083 4 года назад

Wow thank you for the video .it help me a lot

@ivydematangal3030 4 года назад

This is the most helpful video I've found so far. This is what actually I needed and what I was looking for. Thank you so much! Please keep it up 🙏🏼🙏🏼

@ReaNinja 4 года назад

So happy to know that Ivy. ❤ Appreciate your kind words. 🤗

@arrabi 2 года назад

You are right about this

@cardomusic5909 3 года назад

Thank you for this rea ninja ❤😍

@Random6690ofc 4 года назад

Thanks lv. Very informative

@juniornavarrete4100 5 лет назад

This is very helpful

@lifeincanada4911 5 лет назад

Im starting to love your videos. Very helpful though I already have CC experience but still I can consider myself as newbie and watching this kind of videos are very good . Really appreciate it... By the way I read your response in my email I was hoping that you will make 1 video about the pronunciations . Thanks

@ReaNinja 5 лет назад

Hi Veju!! Thanks for your kind words. 💗🙏 I'm glad to know you still find my vids helpful even though you already have CC experience. Yes, I'll add your suggestion to my list but not yet sure when it's gonna be coz I've scheduled my vids. Hehe. Thanks again! 😊

@scepmodelmanagement2274 4 года назад

Im a call center SME and your video helps me a lot

@scepmodelmanagement2274 4 года назад

Thank you

@scepmodelmanagement2274 4 года назад

Sana po pwedi tayo magcollab

@anthonyjames9973 Год назад

I am so greatful for this tips,it helps alot,thank you!

@ReaNinja Год назад

I'm so glad!

@ShirleyB 2 года назад

Thanks a lot! I loved your t-shirt by the way

@ReaNinja 2 года назад

Glad you like it! :) Thanks!

@douglas6388 3 года назад

good video my friend I have had situations where customers have asked me are you a real human jajajaja

@jhunemendoza4772 3 года назад

Very helpful tips! 😊😊

@jaydelmarie6772 6 лет назад

Really help a lot! Thanks

@ReaNinja 6 лет назад

Johnedel Anaque Welcome! Thanks for watching. 💗

@otakusense 3 года назад

Today is my live call huhu. Hope it will went well

@gladnessregoya4711 3 года назад

Hi Rhea thank you for this video! ♥️ I just want to ask how will I convince my customer if he/she wants to unsubscribe the product or service of the company due to consecutive technical issues within a period of time? This is related to tech-support account.

@kianparsi878 2 года назад

Thank you. Very informative very useful and to the point. 👍👍👍

@ReaNinja 2 года назад

Glad it was helpful! :)

@poisonedcotton5687 3 года назад

Ang ganda tih! Thank you sa tips 💜

@ChF-mg2zm 3 года назад

Rea ninja than you for your advice, I am beginner in this bussiness which it seems hard but everything is possible. You are the best as agent. I appreciate your video.

@only2225 5 лет назад

very very useful and tangible. great

@ReaNinja 5 лет назад

Glad you find it useful. Thanks for watching. ❤

@alfredosalazar433 5 лет назад

Thank u so much, ms rea! I watched ur videos on how to pass the interviews! And Praise God! Medical ko na po sa monday! :-)

@ReaNinja 5 лет назад

Congrats Alfredo!! 😊

@alfredosalazar433 5 лет назад

Sa COAF acct daw po ako ilalagay. First time ko lng po ito s BPO kung sakali. Ask ko lng po sna kung ano ang gnagawa s coaf. Thank u po

@KingAston 5 лет назад

I fw this

@artistspassion5790 4 года назад

So helpful Ate Rea😊😊😊

@joypanlican8618 4 года назад

Here for refreshing my mind as a new callcenter agent again with a different company. Thank you still for this tips.

@rubiejarabelo5575 5 лет назад

new subscriber here 🤗 i like the way you explained it and also your diction , i also love your speaking voice 😁 thanks for this tips , i will start on monday and i am excited but nervous as well ! you deserves a lot of subscribers 🤗😘 God Bless You 🤗😇

@ReaNinja 5 лет назад

Wow thanks for your kind words, Rubie. ❤🤗 Happy to help!! And congrats.

@elipelipas8695 5 лет назад

I love it! thanks for the help ma'am!

@ReaNinja 5 лет назад

Welcome ❤🙂

@elipelipas8695 5 лет назад

@@ReaNinja buhay newbie as a call center agent. andame ko po talagang natututunan sa channel mo po. Thank you so much! God bless!

@ReaNinja 5 лет назад

Happy to know that Elay!! 😊

@alfepanganuron6107 4 года назад

thank you for this video

@julieanntorralba7434 3 года назад

hi im newbie here.. and i am thankful for this informative content. Im your subscriber now. KEEP IT UP!

@ReaNinja 3 года назад

Thank you!! ❤

@sunshinechica6626 Год назад

This was very helpful. Tinkle Bell you look beautiful with your hair down and your glasses. Keep creating call center videos 🧡🌟✴

@JoshuaGuillen 5 лет назад

Girl this was sooo useful thank u so much !!!!

@ReaNinja 5 лет назад

You're welcome, Joshua. Thanks for watching. 💗

@aztrid799 3 года назад

Thanks for inspiring us, I’ll have my first English training, it has been my greatest dream, and it seems I will come it true.

@blacksapphire6760 4 года назад

Thanks for this Ms.!!!!

@darrenm4417 5 лет назад

Hi there mam ninja. I just want to say that your videos are very helpful. Specially for me. I am just newly employed and will start my training this coming month of july and i find all your videos very helpful. Godbless and take care always. I really recommend this channel to those who are still having hard time, no knowledge at all or background in a BPO industry. I do not honestly have any ideas on a BPO industry. But all your videos gave me insider tips. Very helpful. I will comment again as soon as my training ends. Thank you 🙏 Happy Subscriber here! ☝️

@ReaNinja 5 лет назад

Hey Miko! I'm glad to be of help. Congrats on your new job and good luck on your training. All the best. Thank you for following along. 😊❤

@darrenm4417 5 лет назад

Thank you mam ninja ❤️

@tashicashaw3925 2 года назад

This video really is helping me alot Thank You Miss Rea😌❤️I Know I Will Get A 100% Tomorrow Because Of You

@dayannarivera5487 6 лет назад

Gracias 😊

@bellefull28 3 года назад

Thnks for the tips..

@sanjaysutherland4515 6 лет назад

awesome!!

@ReaNinja 6 лет назад

sanjay sutherland Thanks! 💗

@raqcerv5132 4 года назад

I discovered your channel, i have to say is amazing , engaging and very useful! thanks for inspiring. Can you suggest whats the best kind of outfit is convenience to wear at call center office. Grettings ^^!

@ReaNinja 4 года назад

Business casual and dont forget a sweater or a jacket because it's gonna be cold 🙃 Thanks for watching Raquel. ❤

@murielenders2152 2 года назад

i like the video is fun to watch today

@happydays3375 3 года назад

I work in a call centre any tips for capture rate. And do all my stats have to be similar to get a good capture. Like call time , calls per 100 calls etc? I make good sales but my capture is low. Thanks

@loenkyrdmartelora5737 3 года назад

I need help, I start working in a call center and i feel a little lost for fedex company

@naruyemi7924 Год назад

I want to watch more videos of call center conversations. plz :3

@Melvz946 5 лет назад

Thanks for this 😊😇😇

@ReaNinja 5 лет назад

You're welcome! Hope it helps. :)

@ginafecartagena6662 4 года назад

Love it!

@charleskelly5617 5 лет назад

Thank you for the business!

@hc5240 5 лет назад

Hey can u please do a few videos on working at a call center for a health/medical clinic with booking appointment with various doctors for patients and constant tel encounters if possible if u are familiar with the software “eclinical works” because thats what my job uses please i just started and find it really difficult, and scared i wont get the hang of it and succeed

@roderickportuguez7919 5 лет назад

hi :) im new in your chanel :) thanks a lot for the tips... i will apply in a call center tom... i learned a lot from your chanel.. God bless

@ReaNinja 5 лет назад

Hi Roderick, you're welcome! Glad to help! Good luck on your application. Go get it. :)

@alicbalmes747 6 лет назад

very helpful and educating... that caller chick sounds good too.. :)

@ReaNinja 6 лет назад

Alic Balmes Agree 😂🤗 Thanks Alic!

@markgachow 6 лет назад

😊

@ReaNinja 6 лет назад

Mark Gacho Hello trainer 🤗

@dopearbundang1955 3 года назад

Thankyou maam much appreciated

@andrewgulla9865 4 года назад

Thank you call center ninja queen, your tips really helps.

@ReaNinja 4 года назад

Happy to help Andrew!

@andrewgulla9865 4 года назад

I'm going to have my training at cnx this July and I don't have experience in voice, yes I do have exp in BPO for 12 years for. NV or backofc. I but when it comes to voice I have don't have so when I first saw your video tips everyday I've always watched again and again to practice my pronunciation, and I proper attitude to answers customers issue and how to adapt my self the 4 kinds of customers Thank you and more power Call enter Ninja Queen.

@melvinchavez8926 4 года назад

It'll be my first call tomorrow. And thank you so much!!

@Pokerbilly77 4 года назад

I want to thank you for this video, I did not know why my AHT is way higher than my colleagues. I thought by being chit chatty with the customers I was being empathetic with them. I will follow your tips, thanks a lot!

@ReaNinja 4 года назад

Happy to know this video helps ❤

@joycealaba1982 5 лет назад

I'm currently training and this is very helpful. Thank you!

@ReaNinja 5 лет назад

Glad to know that. Thanks for watching, Joyce!

@r_cchannel8400 4 года назад

Thank you Ms. Rea for this informative helpful tips. This will help those who want to work in a call center.

@lenelonzaga9305 5 лет назад

For how many years I am employ..because I have 2 kids..but now they are growing up..I want to try apply in bpo company..but I'm not good English speak..when I saw your video.wow I have confident to conquer my nervous..char lang

@ReaNinja 5 лет назад

Go for it! You can always learn english day by day. 🙂

@lenelonzaga9305 5 лет назад

Call Center Ninja thank you mam.napalakas mo loob ko.

@ReaNinja 5 лет назад

Welcome. Go lang ng go. Kaya mo yan! 💗

@shainacalaguas1386 5 лет назад

Ma'aaaam how I wish my trainer or team leader would be like you. I am so anxious for my first day tomorrow. I am not bad in english but I am not fluent as well. However, everytime I talk to people especially the recruitment team I stutter a lot. Any tips how to be able to speak in english fluently? Ps, been watching your vids for a while. They halp a lot! Thanks!

@ReaNinja 5 лет назад

Aww thanks for your kind words. Take it easy and just do your best. The goal is to be understood and to understand. Good luck Shaina! 🤗

@shainacalaguas1386 5 лет назад

@@ReaNinja Thank you, Ms. Rea! Really appreciate your reply. ❤

@maclesstear1985 4 года назад

so how did it go??

@OkSear 3 года назад

I'm taking my first calls in 2 days and I suffer from the same problem, lord help me :(

@rosellah168 5 лет назад

Thanks for the video and sharing knowledge It's very helpful for the newbie like me. God bless you always

@ReaNinja 5 лет назад

You're welcome. Thanks for watching! ❤

@mickhoaquino 6 лет назад

This is so helpful... I speak english too but im just like...too choppy and i dont know what to say! Haha thank you for this!

@ReaNinja 6 лет назад

Mickho Aquino Happy to help, Mickho! Thanks for watching. For sure that with consistent practice of english, you'll improve your speaking skills. 😃💗

@Christinebungay8002 5 лет назад

I am planning to apply in a call center but i have poor communication skills :( im not very fluent in english.. Thanks to dictionary and english movies i think i learn somehow. Also to your videos i gain some knowledge about call center. It really helps a lot.

@ReaNinja 5 лет назад

Go for it Christine! There's no harm in trying and you'll learn the ropes along the way. Thanks for watching. 💗

@allyandmomma 2 года назад

Hello kamusta po? Nasa BPO Industry na po ba kayo now?

@alvinashaikh3411 6 лет назад

It was really helpful thanks for the guidance

@ReaNinja 6 лет назад

alvina shaikh you're welcome! glad to help! 💗

@henrycabaltera1223 4 года назад

Thank u po sa tips ate i got my J.O now❤🙏❤

@ReaNinja 4 года назад

Congrats ❤👏

@henrycabaltera1223 4 года назад

@@ReaNinja always welcome po❤🙏❤godblessed u always po❤🙏❤

@smoothiniabdi6725 5 лет назад

The best . From Somaliland

@m4dl4yf67 4 года назад

Thank you for the tips, It helps me a lot^^ Chill and losse'n up alittle bit Or the customer will call u is this automated system? Haha.

@ninisydnie8283 3 года назад

Hi Rea Ninja May I get any script of all your sample calls?

@dakrclud4189 4 года назад

Im having a marathon of ms rea ninja's vids bcoz i am eager to learn english so that when i apply next year it wouldnt be difficult. Thanks so much msRninja

@ReaNinja 4 года назад

Good to know that. All the best! 🤗