⭐ Thanks for watching. Obviously, the tips are applicable for when you're on a call. There are a lot of other ways to learn to understand fast-talking native English speakers (which are not covered in this video). For questions, comment below. 🙂
Miss res can you give me tips on overflowing of information and how to retain those info in just a short space of time coz thats what happened to me with retail account
1. Chill and focus 2. Stop Multitasking 3. Take notes 4. Avoid preconceived notions 5. Ask questions to gain understanding 6. Make your question sound positive 7. Look for clues from the customer's account
i'm going to apply for a call center company in makati after this covid is over, now i'm binge watching all your tips to pass the interview etc. this is such a big help, thank youuuu
Thank you for sharing this information. I’m a native English speaker in the US going through call center training. I also have a hard time understanding people who talk fast though I was born and grew up in the US. There are many accents and it’s hard to understand all accents. Also when people are upset they tend to speak faster especially if it’s an urgent matter. One tip I’ve learned in my training that resonates with what you said is to reflect back and not have preconceived notions. I try to calm myself before answering a new call. After the customer comes on and says the matter, I reflect back a few words and empathetize. Like “Yes I can understand how (reflect back problem in their words) is concerning. I’d be concerned too. I’m glad you called in so we can get this sorted out.” This tends to calm and slow people down. Sometimes I can hear them smile on the other end. Also I’ve trained in a call center, and many non native speakers sometimes feel that reflecting back or repeating back for confirmation gives away the fact one isn’t a native speaker. In the call center I work in in the USA, we are all native speakers and we are trained to do this. This is a common communication strategy in the US. Of course we don’t want to overdo it or repeat back entire sentences. That will be taken wrongly, but reflecting back key words or phrases is done all the time even in casual conversations among many native speakers.
What if the customer didn't say that they were concerned about ____? Maybe they are changing their address. How do you insert an empathy statement into that?
So empathy can sound different in different situations. Here something like this may work and sound empathetic, "I'd be happy to help you with updating your address. It's always good when we can get this updated as soon as possible so you wouldn't miss any important communication from us, especially if it is sent by postal mail." (This statement includes an acknowledgment of what you will do based on their request, then let them know how it impacts customer service.) I may also ask them later in the call if what types of communication they prefer by postal mail, email, text, etc. I hope this helps.@@ahaynes2725
using notepad while listening to your customers is very helpful, you easily pick up the concerned right away and had immediately response answer on go. This help you to remember again the small details with important information while having conversation on your customers.
I received 3 calls yesterday and i an barely understand them... thankful of my sme/ge/mentor to help repeat the concern for me because i really can't understand it i almost cried...
I always say I’m having trouble with static on my phone and apologize for asking them to repeat themselves. I did have one user with a really thick accent recently and I think he saw through that, but he seemed to appreciate it :)
@@ReaNinja Absolutely 100% .I'd applied it so many times when I was working as an agent a couple years ago. It truly helps alot .Thanks for your videos maam .
Thank you very much Miss Rea for this topic. I'm just a new agent and this exactly what I'm looking for to solve my problem regarding to the fast- talking customer on how can I handle the call from them. God bless you always
Legend says, the first to comment gets a response from the legendary Ninja.😉 I will apply for a call center company next week and I hope it goes well. I've been watching your channel for months and youre videos help me build my confidence. Thanks.
Hi Rea... i am from Venezuela but i am living in Bogotá, Colombia. This week I applied to a bilingual call center and they chose me butttt i am very nervous because i have never worked in a call center and my biggest fear is not understand... thanks well your videos are amazing! XOXO
Thanks ms rea from your tips and knowledge I've been watch your videos and i try to adopt it when the recruiter call me for my initial final and assesment hope i could be pass for the assessment but im so thankful since im probably win up the initial and final interview
I rarely ever watch a video of this nature from start to finish! However, I thoroughly enjoyed listeing to you and learning some great tips for an upcoming position I accepted working for an IT company. I trained for a little over a month at gov't call center where we handled health insurance calls and I was let go due to transportation issues that led to me being late too often. I was extremely stressed out at that job bc it was very fast paced and there was a ton of documentation that went into every call, including hang-ups! Anyway, I really hope to keep this IT job and do well at it. I know a friend who works there and she said it was going to be easier than the previous job, so I am a little bit relieved! Wow though, I cannot believe that us Americans talk to fast to Phillipinos!! Lol, I always thought it was the other way around!! Haha, I laughed when you mentioned that maybe the caller thinks the agent is difficult to understand as well, I usually tend to think so, Lol, but hey I want to say thank you for this and I suscribed!!
Oh wow, sorry to hear about what you've been through. Glad to know you found my channel and subscribed. Hope my other videos help you as well and I must say it's nice to hear an American perspective so thanks for your comment. :)
Hi Miss Rea. The tips on your vlogs really helped me a lot. From initial interview to handling irate customers. I just want to say thank you for the helpful tips. Hope you are doing well. God bless po😊
hi ms rea. thank you for all your videos on how to overcome my fear to speak in english. now i get hired in alorica. and start talking with foreign customers. i hope that you make sample mock calls for package tracking. :)
Oh my God I was so scared of start working because of their accent , honestly I didn’t know how to handle it , may God bless you Ninja, you made my day 😍😍😘😘😘😘😘❤️❤️❤️❤️❤️🌹🌹🌹🌹🌹
Thanks for making alot of helpful videos like this, im Currently waiting for my training day at alorica and before that day come, i gather as much information about customer service as possible,
Thank you so much for this information im planning to apply next week.This video helps me a lot thank you so much ninja :) i hope im able to pass the interview
Im having my training next week and im worried that i might not be able to answer them immediately and i dont have enough confidence. Huhuhuh what do i do
You just have to relax and focus on what’s customer concern. Also don’t be afraid to ask the customer if there’s something that you didn’t understand. Good luck and just enjoy the process you will get there.
Thank you very much for sharing this with us miss...It really help me a lot to go on & continue to try and hoping to pass my call center training, actually i was in my 2nd week of training and we're going to have a mock call, and we have to pass also so that we can continue until the nesting period.. I was really hoping that I can familiarize all the resolution process so that i can be a certified call center agent. 😌❤️🙏
God bless you it's so helpful, by the way this Sep 2 is my first training. God bless me also pag pray nyopo ako gusto ko talaga maging magaling na agent then ma promote.
Thank you so much,such a huge help for me,im on my second day on nesting😅 what i did is, wait and listen carefully for the keyword. Thank you for the tips💕
Hi Rea, I feel your trainee the one who pass the headset on you. I agree that being nervous is part of his/her reason why he/she do that and also I agree on your assumption that he/she really don't understand the customer. To add I think one of the reason is your trainee don't want the customer to be mad because he/she believe that he/she represent the company. by the way if you don't mind I just want to ask how's your trainee right now? Thank you.
@@ReaNinja wow!, happy to know that. I was inspired. A newbie here in BPO actually. more power to your channel Rea. and kudos to the trainee now a team manager.
What about you don't know the work you're doing on computer but you can understand foreigners accent but you don't know what do do with you monitor like how to find the flight or maybe the bills?
First week of taking calls in a call center for the first time, and I sometimes had a really hard time trying to figure out what African American people were saying.
The problem is that one or two words are not enough to understand the situation. The frustrating part is that is mandatory to understand everything! The customers who talk too fast don't have patience either, so if we ask something they will answer too fast again with a lot of information or (the more common case), they repeat exactly the same. That kind of calls always finish in the same way: escalated to "someone who speaks English".
You're right though that you have to understand everything, but at least starting with a few keywords will help you get there because there's no other way to gain understanding but to piece everything together.
I am interpreting on the phone, most of the times I do not know anything about the situation or the clients prior to the phone call. While I am interpreting I have a million questions in my head, I am trying to understand the situation while I am interpreting. Some clients are telling me about the situation. But most clients just want me to go ahead with interpretation, without giving me any brief explanation of the situation which will be discussed in the conversation.
I hope I cannot encouter that fast talking customer in the future 😂 I've just try to understand the sentences sample here in this video without looking on the screen but it is hard to write down the contextual clues since I did not totally understand what she saying 😅
Thank you miss Rhea i started my first call last friday and my second cx was a disaster cause she was an american latina and didn't get her issue very well😔
@@ReaNinja whenever i watched this video especially the part when you tell that "unforgettable moment" I always laugh out loud even Im alone. I can see myself soon. Wish i won't do that hahaha! By the way,all your videos are really informative and it helped me a lot why I am now in a BPO industry. Thanks sooooó veerrry much. Its just like,i have availed an online 100% free training course. ☺️☺️☺️
In step 6 I remember my self when I was doing a mock call with out trainer: Me: Can I place you on hold for about a minute. I'll just have to check my resources. After..... 3 minutes T: You're taking to long. Did you find my concern? Me: WAIT LANG. Result: FAILED (I got failed it's because I didn't catch up the concern, and I'm having a hard time to navigate my computer.) But he gave me a second chance, by next week we're going to take a live calls. Thank you! Ninja! These tips would help me, nesting na namin. I hope pumasa nako. 🥺 #NEWBIE #ImprovingMyEnglishFluency
Hi, I'll experience my first call yesterday and it takes only for 1 hour since we are in a transitioning. My first call experience was a mess really. Most of the problem I encounter is I dont understand what their sayin. Pls give tips to handle them.
Our notepad is removed in our pc, I’m just doing my notations on my email... I hate when my cx is talking too fast and my tools is very hard to navigate when the internet starts to load ahhhhh! Kind a stressful, you just need to build rapport just waiting for your tools to pull up...
THANKS OUR SWEET NINJA FOR THIS INFO IT MEANS ALOTto me and definitly worth sharing with my co trainees...though i hope u can help me thru some phares to be use for my company...hope u pm.. thanks!!!
Hi Miss Rea. I am new to voice account and telco. Can you give me an examples of probing questions and discovery questions? Thank you! I also love your videos. You help me a lot during my interviews and uo until now during my training ❤
In my previous work we are not allowed to bring notepad or any paper, ballpen. That's why it's hard for me. But I don't have any choice. What I can do is to ask again the customers question.
Familiarize your products and services and how they work so you'll know what to say. Assisting customers will be easier when you're confident about what you offer.
I am just about for start my first job as a call center in english, I will take all your advices. Do you think that people that has basics skills for speak English are prepared for this kind of job?
As a newbie i focus what the cx says but the thing is that there's a path to resolution that i have to follow and i find it hard to do cuz im worried becuz it is required to do so and i can't becuz i have to listen first so that i can assist the cx and its stressing me out since i might failed the training just becuz of not following the path to resolution i hope miss rea would notice me i dont know what to do :'(
Hello can you help me please because Im planning to apply again to my previous company. The reason why I resigned way back 2017 because I need to takecare of my daughter since her yaya left. What if the interviewer ask me na e di mauulit nnmn aalis ka ulit ? how can I answer that question that will not affect my good points when applying.
I’m on nesting and I understand the customers, however my problem comes when they provide important information such as their credit card or their email. Some customers say this information so fast, I can’t not even type it up that fast on my own native language and I always like to make sure I get this right because this is delicate information, so I repeat the information and that’s where they get mad, they will go “WRONG, WRONG, THAT’S NOT WHAT I SAID” Any tips for this?
Later be my judgement, kung mkakapasa sa training, at nasa graveyard ako,, 😕 and yesterday in prod and listening to a cx, grabe d ko maintindihan minsan,, This is my First experience in BPO at next week na rin ang nesting kung mkapapasa mamaya 😅 ewan pero chill ako ngayon sana mamaya d ako atakihin sa puso, nood2 lng ako ng mga tips para mabawasan din ang kaba ko..
Thanks ninja, your tips help me a lot, mula sa pag aapply ko neto ang kaba ko 😅, hnggang nka tanggap ng Job offer, pero ang totoong kaba ay yung nasa reality kna, masasanay din ako sana na di kabahin at last ku na to mararamdaman mamaya 😅
Nka pass ako ng Training , , now nesting stage na 😅 (naprapraning stage) pero na chachallenge ako kasi you have to do your best every day kasi parang my Exam kayu na kailangan ipasa, win or lose tlga.. More tips to come po, Mas Madaming alam, mas productive. Parang nag aaral ako ulit ee 😅
