Telco Account Mock Call for Newbies - No Internet 

Another troubleshooting mock call with an irate customer: ru-vid.com/video/%D0%B2%D0%B8%D0%B4%D0%B5%D0%BE-LsvifVF2o_Y.html

I worked as a tech agent din po. If the color indicator on Internet is red, don't ask the customer to connect another device to the modem/wifi. That means there's an issue with the connection from the Internet provider(ISP) to the Modem. It will never connect to the internet. Saves time. :) Great tips from this video. It will help a lot of people. :)

You are not just CS, you are a masterpiece of psychologist.

I love the way Candice talk and handle objections smartly , and a very patient agent . Really 5 stars deserved 👏👏👏

It's my third time watching this video. I am on my 4th week on my BPO company. Wayback when I was still applying for a job at call center, your videos were my teachers and trainers, up until now, they helped me through this job. You are really appreciated, Ms. Shiena. Thank you

I don't have experience in BPO but they're going to put me in a position of technical support. I am watching this because I wanna know about tech support. This helps a lot! 😊

I work as a Technical Support Agent for an electronics company. I have to deal with broken electronics in a daily basis and try to fix them over the phone or send a technician. This video made me realize so much I am missing in my calls, like explaining the customer the current status or my hypothesis so they can be updated or feel progress. Thank you

I'm so thankful na napanood ko tong video na to kahapon before ako imock call about internet troubleshooting ngayon. As in yung flowchart, yun mismo yung sinundan ko na process and ayaw patalo ni interviewer, for the technician ang nais HAHAHAHAHAHAHAHA pero im really glad that I saw this video, I passed the mock call and J.O. na ko

I wish i was like her the way how confident she speaks to a customer and how she gave accurate answers to a clients concerns... thank you so much for this very informative...

Thanks for all these great tips you provide to call center agent around the world, shout to you from Guatemala. I am improving my vocabulary and call center skills with your videos

Thank God I've discovered your channel, Ms. Sheina! I am a newbie (career adapter) in the BPO industry and watching your video tutorials has helped me a lot acing the process of application up to finally being hired. Being guided by your tutorials helped me acquire my first job at first try! I will surely binge-watch all of your videos for I am learning a lot! ❤❤❤Thank you and more powers to you!

EPA Empathy Paraphrase Assurance. That's totally effective when you are working in telco. Thank For sharing your knowledge

Hi Candice! Call recap is recommended in tech calls because this is where you can educate customer on what step was taken to resolve the issue. This is a great call sample! Kuddos to you!

I experienced this kind of calls, then checking the outage was the main resolution, but then thanks Candice for excellent demonstration

love when you added the deep breath, we should take one just because most of the people in CS just get nervous and think that people can judge us and do what they want, the thing is that we have the possibility of being value too, and if you are offering a service keep in mind that they also need you to take the service that you provide to most of americans. Please realize that they can commit mistakes too.

I love the way Candice explaine everything. I have learned a lot so far. I will do my very best to do what i have learned in this video. I'm 50 and it is my first time to work in a BPO company and have zero experience. So this video is a great help to me. Thank you so much.

I keep coming back to this video! wish there are more tech support mock call samples. Definitely the best mock call on RU-vid! Great audio quality and amazing explanation.

Been in a tech support for more than a decade and this reminds me of my old habits. As years go by, you get fed up, burnt, demotivated. The repetitive work paired with the customers rants and the ever complicated KPI scoring and system or tools issues get in your nerve at some point.

I've watched a lot of videos about customer service, but this is most complete, it's awesome the way as you explain every step, meticulously. Keep up, great job, excellent job.

100% agree with providing an effective AER statement and not a generic one. It's much better to assist a customer who's already pacified for less objection. Mindset: customer calls, 2 things to fix, mood/disposition of the customer and their service issue. Perfect content to help out new agents!

That is a satisfying "Customer". 😊. Professionalism is perfectly delivered.

I really need this since im having a hard time as a tech support rep. Plus im a newbie. Thank you so much!

I'm about to start Nesting in a tech position. This is so helpful, thank you so much 🥺

I love how Candice construct rapport in an instant. It's still one of the areas I have to improve on. Also in my 1 year handling telco account, troubleshooting internet issues have been my favorite ones, until I have to send a technician due to "internet still not working" haha lol

unbelievable, really professional customer support representative!!!

I love your videos, I always wanted to know how to troubleshoot these type of issues, and this is the best video I ever watched, not extremely technical and easy to understand .

I just got endorsed this week, yey! I've been watching your videos even before I applied as a rep. Now, I'm in tech support. Thank you so much, ate. This video is really helpful. I've learned a lot. Take care always, muah~😘

I also felt awkward doing a full recap. In this call, I would position the recap this way: "since you asked earlier if you can do this TS on your own next time, let me just run through the steps we took...." This way it doesnt sound like you are doing the recap just because you are required to. Instead, you are doing a recap as an additional help for your customer (SSO)

I'm glad that my company has a tool for troubleshooting all you need to do is to run it depending on cx issue. I'm a newbie also and currently on a tech support acc it's a lil bit pressure coz you need to have sales in order for you to passed and be regularized.

THIS IS THE MOSY ACCURATE VIDEO I'VE SEEN OF TECHNICAL SUPPORT I start my training on Monday and trust me you'd saved my life with this it's a major help I'm grateful ❤️

This video is a life saver 😍 Because of this, I was able to pass my final interview for Telco technical support. Thank you so much ❤️❤️❤️

This content is very helpful. For sure, my nerve wracking feelings will lessen for our mock call test tomorrow. Thank you very much

This video is really helpful!! I already promote your RU-vid channel to my colleagues since it helps me a lot in improving my skills in being a telco customer care service! Tq!🤗🤗🤗

Thanks again for another great tips for us aspiring call center agents. This video will help us a lot.

Laking tulong nito lalo na nasa technical support ako. And DSAT reason ko is Proving at AER.

This is my 1st day of PST, I've been watching all of your videos for me to have an advance study on mock calls for nesting.

Love this video...very nostalgic...I can still remember those days when I am working for a telco company when I was starting my BPO career...keep it up...hopefully you can do other types of services that BPO companies offer

Bago palang tong channel nato nag subscribe na agad ako, habang tumatagal madami ako natututunan, pero hanggang ngayon wala parin akong confidence mag salita ng english, sobrang natatakot ako ma bully at ma correct. Pero pangarap ko tong trabaho na to, Maging call center agent. Sana may ate ako katulad mo, na pwede ako turuan araw araw. Salamat sa pag uupload lagi ate, sana balang araw makapasok ako sa call center.

Thank you for thissss! Grabe when i received the notification na you posted a new video natuwa at an excite talaga ako. Hope you’re doing fine, safe and healthy always. Godbless po!

I also hated recap at first hahahaha. But as per my experience, recap is very necessary for u to help manage "repeats" (when cx calls back within 7 days). It helps us on our metrics and helps ur cx save time (instead of waiting on the queue to wait for a live rep, the cx can just do the basic ts by himself). And of course, just recap the HIGHLIGHTS of the call especially if uve resolved the issue. Then for sure, cx will never forget ur name in giving a 5-star survey! 😉🌟

Thank you so much. I'm a newbie. I just started my training 4 days ago. Your video helps me so much to understand what should I do every time I'm handling my calls.

Thank you, Miss Candice, this is very helpful for the newbie in tech support, handling calls on tech support is more complicated than assisting customers in tracking their orders.

I would like to thank you Po you've been helpful in my call center career, tomorrow is my nesting period and I hope I will be included in the qualified list of agent to be indorse in the prod . Wish me luck 🤞❤️

I'm in my 2nd day of my training today and it is my first BPO job, I'm watching some of your videos when I'm still applying but now i will be focus on this mock call I'll gonna apply this because I'm in Telco account. I hope they will endorse me 🙏

Hi ☺️ I 've been watching your videos last year and until now i got job a call center in local account before and now I'm applying for international in call center. thank for the tips ❣️

no worries candice,ur simple version of the problem is already complicated for us beginners..thanks 😁

Great control of the english communication skills. Grabe ang galing parang dayuhan eh.

I'm currently working as Csr for a telco account and Mastering the Product info and rules is a must also effective Probing questions is a huge impact on solving Cx Concern.

Very detailed! May I ask for another video tips for Berlitz? I applied at VXI this week, passed initial, language, behavioral, and final but my 1st try in Berlitz wasn't successful.. The scenarios were: 1. A friend asking for suggestions when buying a new phone. 2. Customer asking for opinions about Digital Book? 3. Customer wants to offer free IT-related courses thus asking for suggestions in buying computers good for the free course 4. Customer asking for internet plans perfect for her business trip? Picture is a woman holding a luggage bag. 5. Customer was a longtime and loyal customer for over 10years, subscribed with your online magazine? But there's a problem with using the magazine so he couldn't finish his research 6. His son spilled his drink on the laptop and the laptop won't work. Asked you what should she do? 7. Digital Payment or Security for owners of restaurants? The customer want to fasten the transaction with her customers from her food business. I see a picture of a qr code in her store counter.

Very realistic!!!! This is so helpful and informative.

THIS IS 5 STAR FOR ME AS WELL. A GREEEEAAAATTT HELP. Although I am into Tech.Support already but still I need to improve. THANK YOU! Downloaded.

Thank you for this video. It helps me a lot in preparing myself for a final interview for Telco Account. And the initial interviewer gives an overview about final interview flow. And I'm so lucky to found this video in troubleshooting. Thank you, ma'am! By the way, I've been watching your videos for 2 weeks and I'm about to absorb your way of speaking. 😅 Hahhahahhaa 🤣

I would likely give 5 star to Candice 👌 she was so professional. Good job 👍

I watched all your videos since I am a newbie and currently I'm on the training for a telco account. Hoping to pass the pre-nesting and nesting. 🙏

Wow!!! Miss Shiena,, what a perfect mock call!!! you are so amazingin this job... I mean I really wish to be like you someday, I want to be as good as you in taking calls.

Ang galing dami ko natutunan thank you so much☝️☝️☝️☝️

Kwestyon hahahaha thanks to you I past the interview because mostly of you !!! But not as a csr but a tech support . So I just need to past this nesting that's why as usual I watch you're videos again,luckily you have a mock call for TS aswell thankyou so much takecare always.

More of telco mock calls binibining kwestyon❤😘😘 Thank you

this is really of great help especially i will be working soon ....thank you so much for this mock call since we are using this in our class😀😀❤❤

I'm very thankful for your video. Now I am undergo training at vxi 🤗🤗

Thanks for the example I'm going to have a Interview this Next monday and your vídeos are so helpful for me

This video was detailed and the information you provided was well-organized. Thank you for this, Ms Candice. I'll start my training next week and I am happy that I've got a helpful idea.

It was honestly so fun to be along the process while learning a lot!! thank you!!

Magaling ka po pero kahit scripted to medyo may kunting pagkakamali.Active listening, customer pro actively stated that she has No Internet Connection. She even emphasized that there was an indication of no internet connection. You could have jumped to asking when did the issue start. Probing is very useful but you have to select the appropriate probing questions. Former Telco Retention agent here 😙😙

thank you. i also work in a telco account and i'm new to this industry and this is very helpful in handling my calls

Your videos always help me a lot Candace. Now, I've been working in a call center for about a year now, and it's because of your tips and sample spiels on every call. Love it! ❤️

I've been waiting for a "tech support videos" my library is full of your video.

I believe it would be better on the opening part of the call to ask if what other steps did the Cx do to fix the problem to avoid doing the same thing and therefore save more time.

Your Correct!... It's so hard to work as a technical support tier 2.

Wish the call was that fast from my previous exp lol. It's really hard when the customer themselves, doesn't have an idea on what a router/modem is and that takes up a lot of AHT because they were trying to reboot the wrong device (ex. cable box). I am mainly doing tech support for a smart TV brand and that's one major challenge for any internet issues if ever a smart TV doesn't connect to the internet. The probing and the ERC is the key take away to lower down your AHT and something that every agent handling tech support should use. Also, to open more opportunities for rapport, you need to provide your personal AER script for certain scenarios at the beginning of the call once you understand the customer's concern. Loved the video, keep making more!

This is exactly what we do during trouble shootings. The last option we can do is to dispatch the technician.

Thank youuu so Muchh! this is very helpful for me , since it's my first time in a job like this. Especially my account is Comcast tech support. Thank youuu so much again Ma'am Candice! 💛✨ Hope you do the Cable issues next of your videos. 💛✨☺️

i’ve learned so much from your videos ❤️ i will be soon handling telco account. thank you for this! 👍🏻

You've been so helpful. I've learned a lot with your videos. Greetings from Colombia. 😘

Hello, thank you for this. It's really a big help for me as a newbie. I already got my JO ❣️

Everytime candice has a mock call , i really like her facial expression. 😂🤣 . Relate tlga . 😅

Im really impressed on the flow of the call and even though its a mock call. Maybe, just a suggestion mock call from an elderly person or a first timer. You know to level up the scenario.😁 But again good job girl 👏🎉🎊

Wow amazing. I'll surely apply this if I get hired to my application and if be in technical support

I'd like the way how you explore us. This is my account and I don't really have an idea how to make a good flow to the customer. Newbie here.

I learned a lot. Thanks for the tips❤ Financial account mock call naman po sunod Ms. Shiena😊

25:30 Hahaha the grandson of the customer sounds so cuuute! ❤️

This really helps me a lot as I'm a newbie in a troubleshooting, as I need to work more on my probing questions. Now I have the idea thru your video. Hope more video posted regarding TV issues also. Thank you so much

This is really helpful. Keep up the great work! Thank you for this video😘

Ang galing I learned a lot yes

I am not a tech support but i recieve a lot of calls regarding with their internet😅 kaway kaway sa mga telco account dyan na nagiging tech support din madalas😅

I learned a lot from this video Candace. Thank you so much ❤️

Learning here before I work in the call center industry. So I have the idea and information about working there.

This is soooo comprehensive!!!! thank you for this!!!!😭😭

Thank you so much, this is so easy to disgest for me as a newbie in Tech LOB.

Wow, it was like I have watched a training for BPO, particularly technical support skills. Sending love here, I hope I can make it a way to become part of this industry after years of being an OFW.

*I swear to God YOU DESERVES A MILLION OF SUBSCRIBER AND VIEWERS*

This is very informative. Thank you so much for this video!

daghan kaayo kung na antigohan nimu 😍 I will start my first day training of CSR position tomorrow

I don't work in call center. I just love ❤️ watching your video.

Wow!! I love your accent you're really a pro!

I just loved it Thank you so much for this video .

All good. My thing is the term 'reset' whereas what you did is a restart/reboot by powercycling. Some cx may react negatively upon hearing 'reset' as it will disconnect all devices and forgets the current UN &PW setup in the modem. Also, I think it's also good if you do verbal nods more specially at the beginning part. It makes your customer feel that you are attentively listening and that you are interested.

you are so interesting and every thing is make sense..

Thank you madam to give idea to everyone ! you such a big help more and video about telco and call center madam God Bless

Hi. I was reprofile to Comcast. I really hope this time I will pass. Thank you for this video it is very informative. Hoping for more videos about telco.