Mock Call with a Verbally Abusive Customer (with Explanation) 

Now I realized how hard to be a call center agent. My respect to all call center agents out there.

Title should be *How to deal with Karens*

This call is so realistic. Every call center agent will definitely can connect

I REALLY ADMIRE YOUUUU😩💕 BECAUSE OF YOUR VIDS I PASSED ON EVERY ASSESMENT AND I AM NOW ON TRAINING 💕 YOU DESERVE A LOT OF APPRECIATION 💕 SENDING VIRTUAL HUGS FROM YOU MS. KWESTYONNN THANKYOU SO MUCHHHHHH!!💖

You're video is definitely a good help not only for newbies but for those tenured agents who still rattle/ mishandle this type of customer. I'm so grateful that your channel exist to help me keep in track 😊

I left the call-center industry and my mental health improved. Not only you have to deal with rude customers, you also have to deal with the long-term health issues of working in the night shift.

Customers fight for everything, they will always want to be right and some of them are so miserable fighting and arguing for a 10usd promo code 😂😂

Lesson: If you let the customer speaks too much, then the customer owns you. An agent must be firm with his words.

Her contents definitely deserves more recognition. Her portrayal of call center scenario feels scary but this is reality and it will make us prepared before we encounter irate customers like these. salute✊🏻

I like da way candice do her mock call it's so realistic though it's just an act out. Her expressions seem to be real More mock calls

Added to favorites, because I MUST rewatch this when there's a need to understand more on how to deal with an irate customer. This is the demonstration we need to see especially for those beginners. I really love how you deescalated the situation, compose yourself, and how you try to keep the conversation moving, since that's always the problem I see in the production floor, even on me. When the customers try to take authority over the call, we tend to over empathize and get stuck with it. I have to rewatch this if ever I forget my takeaways in here. Thank you for this video, Kwestyon.

This happened because the previous lazy agent didn't took the time to look for details in the invoice and leave the issue unresolved. But the cust saw that as an opportunity to get away with the voucher. This is very common

Omg! Tabitha seems like the customers I’m dealing every shift. Same words.

Geez! I missed working in a call center challenging, but once you resolved their issue, it feels great. I can not believe that I'd stay in the call center industry for six long years. BTW GREAT CONTENT! Very detailed.

this is more informative than the trainings i had before\

Wow this is one of the most accurate mock calls that I've ever seen! Great job!

Wow! This is really so realistic! I heard those exact words from an actual customer 👏👏

Compared to most of the abusive customers I have dealt with in Logistics over the last 15 years, this customer was a calm and respectful individual.... again, comparatively. I'd love to see a truly aggressive and abusive customer call.

THIS IS SO REAL!! for those experienced agent, you feel this! right?😂😂

This mock call is so close to reality! Bravo!

I'm not all the way through yet. I can tell she's/you are experienced, but the first day of my training (and this advice served me well over 2 years) is that you empathize, but NEVER apologize. Apologies can make an irate customer worse.

I love the accent and the call flow was surreal! These kind of video should be use for call center training.. kudos Kwestyon 🥰 thank you for making videos for BPO peeps :) and for aspiring BPOs :)

I am a call center agent myself for 3 years already. Encountering these kind of customers is really toxic, that is why I have VERY HIGH RESPECT for people working in customer service especially in call centers. That is why I never believed in the saying "CUSTOMERS ARE ALWAYS RIGHT" - They have rights but not always right

The fact that it is her own voice that she's arguing with and the reaction is super real.

6 years in TMobile as tech support. Finally, signing off this end of month. It was too late to realize, I've lost my sanity for 6 years. It was never good for my mental health. Gave everything to these customers but they will still rate you zero. Just so you know, if you rate 0 to the question "How do you recommend TMobile?", you are rating 0 to the agent's whole team. Maybe 60 people or more. Agents are not only stressed because they got zero but they are also stressed because the whole team is going to curse him.

Can I request how did you know that a call is a playtime and how will you deal with a playtime call?

This was the kind of rude customer I had earlier 😭 customer is verbally attacking, then backtracking their words saying "I'm not attacking you personally its the company you're working for, even if I'm saying you I'm talking about the company" I've worked for TSR for 6 years and due to redeployment became a CSR, I feel quite loss, thank you for your video it's very informative and I'll probably need to watch it for 30+ times now

Grabe lalo akong Humanga sainyo on how you handle such a Presured Situation, this Person deserve much more followers and subscribers, his Videos are really worth to watch and much to Learn with.

I think the call center should hire psychologists since most of the customer's problems are mental

This is really good interview prep! Thank you for making this. I've been in customer service for 15+ years in restaurants, but I'm trying to transition to customer success / support in tech, and these types of scenarios often are role played during interviews. Since I don't have direct experience with THIS particular type of interaction, I often say the wrong thing, or spend too much time in empathy mode. Again, thank you! Subscribed :)

I can relate to these, whenever I take calls I can't help it to be nervous. I am praying always to not deal with this kind of clients.

So real. The customers always want everything for free. I'm not sure what is wrong with them. A very stressful job.

I work in customer service as (receptionist) it's a part of the job to encounter this type of customer. You can't avoid this to happen you just need to deal with it professionally. Unfortunately, it is not only happen in calls but counter to counter. My Restaurant Manager once said this to me that, " Don't let them control you, you should control them." She said those not to take it personally and handle it professionally.

hi bestie! i watched your videos last last week to prepare myself for the interview scheduled last week monday and luckily i passed it and now i'm getting ready for my training this coming monday. i just wanna say thank you so much for giving me courage and lots of ideas about working in this industry, i owe you a lot! god bless youuu! 💘

It was a great mock call...I was amazed how the agent stayed calm and trying to solve the solve the issue professionally.

Common! Just tell her: "Bitch, go get your fricking $10 voucher somewhere else. We don't need your low profile business. Now, excuse me, I need to take a Xanac". Bye Bye.

good call! I get 3 - 5 shitty calls in one shift. And, I am just glad that the company is paying me enough not quit.

Superb job with this video. Mann I remember the hard times I've had with such calls. Eventhough I've handled those well, I still remember the bad mood or such low vibe and feeling bad on such a day. This video reminded me of those feelings. It's so real.

I have this type of call then i just issued unwarranted refund then it was audited by the client hahahaha then i always trigger the customer for sup. Call because i really dont know how to handle this type of call haha. Thank you for this video, superb! This call happens normally on a live call and this is the best example that i've watched so far

I’ve been an agent and I’ll definitely tell her more firm words as “ SCAMMER “ customer. And likewise tell her SAME TO YOU as she’s cursing me. 😒 The call is recorded and that is just too much. PS… I have more irate calls than this. And directly inform my caller that calls are recorded and if lawsuit is applied, it could just return to him… Abusive callers are usually western calls. Very abusive. And sometimes you have to let them know that NOT ALL CUSTOMER IS ALWAYS RIGHT…

based on my cc experienced Americans are great actors and actresses period. hahaha

Hi Ms. Sheina. I really admire you. And to tell you, you are one who helped me a lot during my application to my first BPO job. By watching your videos, I got a lot of ideas on how to handle customers, getting some techniques. And I am happy to tell you that I am now on my 6th month on the BPO company where I am working now. I am now a regular employee. Thank you so much. And I will keep watching your videos💕💕💕

Hi, you might wanna consider making a video about how to properly navigate customers on a certain page. Thanks! ☺️

I can feel the irritation haha. Customers like this are so freaking freaks.

I left this job with anxiety and heart problems. God bless those that do this long term. 3 years was enough

I found myself invested in the outcome! hahah! Candice for the win! this is super relatable can't tell you how many times I've experienced this happening at work.

Though in most cases, to keep it real, when a customer is way beyond the profanity threshold, we are allowed to drop the call though the proper closing spiel and documentation must be done/given to avoid any possible call outs, coaching and/or termination threats.

This is very informative and educational for us new to the BPO industry. Keep it up pls.

You are so amazing! But I almost collapsed when I saw someone's head behind you at 15:39. My heart literally went whoops keri whoops! my geee!!!

Hello Kwestyn, When i was preparing for my Call Center representative interview last month, I watched loads of your videos. By God's grace, I got the job last week, your videos contrinbuted alot. I am thankful. God bless you and keep making rhese videos. I would love to say

I'm planning to apply a call center but before I want to learn more about cc in RU-vid and I found your channel thank a lot for sharing your knowledge to us. .

Base sa exp at natutunan ko is, iwasan din po na marinig ni cx yung "hinga" sa dulo na parang frustrated na din tayo as an agent handling the call kasi makaka add sa frustration ni cx yun. In this case di naman ata narinig o nahalata ni cx. Sa middle ng convo naniwala pa ako sa cx na it's not actually all about the voucher anymore na, it's the promised thing that was provided by the prev agent. Ito yung mga mahirap ihandle dahil lang sa mali ni prev agent. So dalawa na bale ang issue ni cx dito, voucher at inconvenience. It's okay to explain what exactly happened siguro positive way na di gaano masisi si prev agent din kasi working kayo o tayo sa isang company. Mawawalan si cx or client ng tiwala saten kasi di tayo calibrated or something. Ang sinasabi ko dyan is "i'm not exactly sure why the prev agent told you that but this is something that needs to be checked bluh bluu bluh. Pero ok lang din nman straight forward depende sa level of frustration ni cx. Siguro sandwich approach maganda iapply. "Positive" muna na ginawa natin best natin tulungan sya like esca kay sup, then "negative" na di talaga pwede na kasi madami ng case at same request si cx then "positive" kung paano natin mabibigyan ng tips, recommendation para maiwasan mangyari or maranasan ulit ni cx. Kumbaga yes, alam naman at rinig naman natin na nananamantala talaga yang cx na yan. Lalo kung may CSAT/DSAT score to. Yung iiwasan natin makakuha ng DSAT. Iwasan lang yung mga phrase na " we don't, "we can't. Kaso talaga iinterrupt agad tayo nun. Pwedeng "request declined" bluh bluh bluh, "ineligible" due to bluh bluh then banatan agad ng recommendation like "me as a customer as well, I do check the receipt first because I don't want any inconvenience since I have other important things to do. That's something that I can recommend. -Hope this helps too.

This girl did such a good job. Her facial expressions were on point too. Great Job!

Just wondering if customers ever realized they are just talking with an employee. WE DO NOT MAKE THE RULES. WE DID NOT DESIGN THE SYSTEM. In this case, a fraudster just want to get away. Personally you take many Fs from that psycopath.

This brings back the trauma I had in my previous job. It was a telco account. For a newbie, all of us struggled. Good thing that this video showed up, we can see what we can improve on. Thank you so much!

I experience this i want to drop the call so Bad 🤣🤣

Im not a call center agent and I'm not good in english, I'm always have trouble understanding english conversation because I have working memory problem. But this video is very clear and understandable and I get some Idea on how to keep conversation flowing. I'm also amaze about your accent I'm a filipino too but my accent is not good. Can I request if you can make a tutorial on how to get key information while talking to someone because when your answering a question your very fast and accurate. It will be very helpful for someone like me with very basic english knowlege. Thanks

Same experience for a retail account here😁 Voucher's, discounts, and the policy's should be discussed to the cx bec. some of them are not reading T&C's. Glad to assist UK cx , they are lovely and less aggresive.

Whoah.. This is heart pounding!! O_O Salute to all Call Center agents!

Customer Service reps especially in technology companies (Computers/Phones) have an extremely difficult job... If there is money involved such as phone carriers, electric, etc. it's even worst.

In the campaign where l am working now it is allow to hang up if the costumer is verbally abusive or racists.

Thank you! I love that you had emotional in your voice (towards the end of the call before hanging up) because you are not a robot.

Im an esl teacher and i experience students who are mean and everything thank you for reminding me to be professional and have empathy 💖 Keep it up candace!!

Holy shit I want that accent 😂 Imagine PLDT and GLOBE call centers receiving lot of curse words HAHAHAHAHHAHA ..

What crazy this video! About 7 years ago I worked for an international call center, in a campaign in Spanish assisting Latino people from USA in activations on modems for internet and cable boxes for TV. Several times, I had to calm down to people very rude/ impolite. They didn't understand the work procedures to offer a good customer service. Congratulations for this work and video.

It is so hard to handle like this. very challenging talaga kapag call center agent ka iba't ibang costumer ang makakausap mo

I've worked at a call centre for almost 5 years. Oddly enough, I've only ever had to deal with 2 abusive customers that resulted in disconnecting the call. One of the customers had their number black listed due to threat of violence. Other than that, plenty of irate customers. I let them talk it out, confirm what they have said to me to show that I am understanding correctly and then offer the solution. Works pretty well for me!

Sometimes customer service are rude too and when I call and they’re rude my voice raised. Mostly of customer service from Philippines are nice. I used to be a customer service myself here in the US for few years but changed my career.

Im still watching because tomorrow is my final interview for a call center 🙏💕

super relate. Nag process pa ko nun nang refund tas nag exception nang promotional certificate, haaay mga abusive customer, tsk!

Seriously some people are just Stupid and Stubborn at the same time ...they won't admit that their wrong and still believes that their right

This is how it should work: Observe-Analyze-Act

grabeng customer na yan mag tatagalog na ako nyan hahahaha

This is so açcurate. I worked with Paypal disputes for 6 years in the past, we just had to be firm. Cuz most of them are so abusive. 🤭

Here's the thing. As your the front line call center staff. You will be unaware of how bad the service is here. Let me explain. The administrators should had put in a system that would had prevented this. Although the customer was trying to pull a fast one. There are systems that could had prevented the lack of communication, therefore stopped you being the one to deal with such cases. The blame goes onto your administrator, not the agents im afraid

Great videos indeed. As a tenured agent myself , i am learning new things from your channel. Just subscribed now and will be looking forward for new videos.

i love yah candace .. you inspire me , i want to work in bpo industry after i giving birth .. for now im just listening and try to understand the flow of mockcalls because many employee gets failed in this assesment. so im afraid to be one of them ...ilove your accent and how to speak .. its totally natural ..

Thank you for the Information Ma'am. And Yes, I do agree that One of the reasons why some of the Customers were became Irate is because the previous agent messed up. Just like in my case, the customer want to take out one of the line on the account( referring to a temporary suspension) but the previous agent process the cancellation instead of suspension. Kaway-kaway sa mga nasa Telco Account.😂

Then a survey! After checking the call, the team decided it was your fault. Detractors are agents fault by default. hahaha

thank you so muuch for your videos! I got hired and will start training this Monday May 3 😍 and now I’m watching your mock call videos for some knowledge

I really love how you deliver it clearly and explained it clearly...All of your videos I watch helps me a lot. Keep doing it to help others. Thank you so much. If I would be given a chance, I will ask you as my coach where I can easily adapt your coaching and share to others. Good job

Hi Candace, thank you for this mock call video about Irate and Verbal Abuse Customer. I truly appreciate your patience and instead of arguing your doing a solution to resolve customer's complain. I'm so happy that I see your youtube channel and it's like i'm watching a netflix series. Your content is so very interesting especially to those who want to apply call center. Thank you for this candace. Have a good day! I really appreciate your video. Lovelots and Godbless!

I remember the times when i had a chance to report these type of callers to legal institutions when i worked for Languageline Solutions

I would have hung up after delivering the information that her case has been finialized because she started personally attacking again. If she was in person I would have gotten my supervisor because she was becoming disrespectful and abusive after everything was done and finished. There’s no reason to keep an open line with a person like that once you addressed all their concerns, once it’s final they need to leave.

So realistic and helpful, I'm a trainer in the largest call center in Egypt, we are handling local and off-shore accounts. I find it so helpful for me and I'll recommend your channel to all agents so expect a large number of likes or subscriptions, you deserve it. I have checked many videos but yours is the most helpful and realistic:)

Her facial expressions are exactly the same as in a real case.💯👏

Been with the industry for quite a while and this is very accurate. I serve 'Karens' almost every day.

I have a question, within a usual scenario that happens with call centers. I have representatives needing to transfer me a customer because the "Customer requests a 'more American' speaking agent". I try to not feel so offended for our reps, and I let them know I think they sound great, I apologize to our reps for having endured this type of language racism (should be a law against that). When the customer is finally on the phone with me, the first thing they (customer) does, is berate the previous rep. before actually telling me what they were needing. Is there a subtle way to tell the customers what they say about other reps is considered hurtful and offensive? I've been able to de escalate complaint calls, and screamers by reminding them in a stern, yet professional voice, "I would like to remind you, this call IS monitored, and RECORDED for quality assurance and for training purposes." Sometimes, it gets them to settle their crazy, and calm it down.

Maybe these jobs are srtressful so much.

One word 'SUPERB' am gonna use that to all my IRATE cx..

This is extremely helpful. I'm a communication coach, and these mock calls and tips are amazing. I have a doubt if you could clarify ~ We were told we shouldn't use words like No, Unfortunately etc. What is your opinion about this, as you used these words. Also, could you also do a video in words we shouldn't and should use instead. Will be helpful. Thanks!

I am 2 days fresh to this industry. Thankyou so so much for giving me heads up (and strategies) on what I might encounter on next few days. Salamat po

thanks fot this video : sometimes I have this kind of customer , it's pretty complicated handl this situation but I've been learning how to control my emotions and follow the instructions . thanks for explain this common situation

She went way too far tbh, at the 4th time i have explained myself (even after asking supervisor's approval) i would've gone like "is there anything additional i can do for you?, why though? i think some people might be entitled and think they can get away with everything, when it comes to billing issues we need to find a way to help the company as well as benefit the customers by giving options,if they cannot do they're offered then offer further assistance and disconnect the call especially when there's hundreds of calls in the queue. (Some call centers do not allow this some do tho). I love your videos and your accent.

Hi miss kwestyon. Thankyou for giving me confidence because of your videos and tips, I get to passed all my interviews and blessedly had sign my JO. And now, I'm currently waiting for my training and I keep on watching your videos for more tips on how to survive my journey in this kind of job. Continue to enlightened newbies, Godbless you 💖

i worked for a BPO company for almost two years and i just recently quit in may. but gurl, you’re so good. 👍

Thank you so much for this Ms. Sheena! I've experienced a lot of this calls so I did not know how to cut off the conversation every time the customer becomes irate and upset. I wanted to lessen the call time recording to my calls because they keep blabbering, I'll take note of this one ❤❤

Is it really okay to tell the customer about the fact that they seem abusive about claiming the voucher? It seems so negative and it gives an impression that we are telling the customer is a scammer. I really wish I could explain like this when I am encountering an abusive customer hahahhaa. Anyway, thank you so much for your videos! So helpful

You're creating contents which will help those who are looking for a job and those who wants to land a BPO job, kudos I'll recommend this channel to my friends and colleagues MBCD CCS NCII Batch 14 Mr.Wilson De Leon Ortiz

Excellent video. I am more than a newbie. I WAS considering a call center job to make a few extra bucks but after watching that long, patient call that you acted out, I'm out. I am patient. Especially with others. But when your "example call" exposed that the person had a history of asking for discounts, I felt you had the right to politely say, have a good day and then hang up. You stayed with her and let her cuss at you. If a call center requires you to stay on a call and tolerate that, I'm not even going to start. Do call center agents get calls like this 1 out of 5 calls? Or 1 of 10, 15? Is this an exaggeration?