When Customers Cancel | Retention Account Mock Call

Here's a mock call where the customer decided to cancel due to poor customer service. This is where the Retention Department jumps in to save the relationship and incentivize the customer to stay.
00:00 First Agent - Billing
03:05 Second Agent - Retention
Written format: kwestyon.com/retention-accoun...
#customerservice #retentionaccount #callcenter #bpo

[@amaryllisskourla5641]

I don't understand what the 1st agent should have said to avoid irritating the customer. Can you explain please?

[@Kwestyon]

Here's a detailed video I made to answer your question: czcams.com/video/Ewxa8KCfxnc/video.html

[@dikembiereyes2792]

as someone in the retention department team wish all callers are like this willing to listen

[@reycangke8667]

Omg you are really good in handling irate callers or upset customers. Turning around the table for them to stay and understand what is going on. Kudos to you Candice!

[@Lovetocreateart]

This chanel caught my attention, you must be the only one doing this type of content..I've been searching for this type of videos for a long time. Good Job!!! ..I hope your channel gets a lot of attention, is really good, thanks for sharing your knowledge!

[@Kwestyon]

Thank you! 🙏🏻

[@likedkah]

Acknowledgement of what the customer is feeling. Okay got ittt

[@JirehC777]

Very nice mock call video! More of these please

[@saltyt9683]

Acknowledgment is the key and positive scripting. Thanks kwestyon.

[@russelmendoza]

You're my inspiration! Thank you for this vid!

[@psychomantis8015]

Sometimes, customers just look for a supervisor to get free services 😂

[@sannyabasco528]

Thank you so much for your interview tips on Customer Service. I spent one week watching you prior to my interview. I got the job. Thank you lady.

[@Kwestyon]

You deserve it. Congratulations!

[@zeeshanaslam6540]

Kwestyon i Would Request You to Please Make A Video For Extra Good and Excellent Customer Service Which Consists of Lots of Patience Empathy and Escalation Handling Skills Please

[@labmunksfl9524]

thanks, great job!!!

[@chellastation]

This is a great mock video. Customer Service is super important 🙏

[@user-sn2bx2qj6i]

Lol i think she was on autopay. But retention agent was very attentive to client and very patient with customer. I'm proud to be with the please stay with us team 😂

[@Phoenix-ie3we]

Thank you. Kahit papaano may idea na po ako paano makipag-usap sa mga ganitong customers

[@FreedomLocs]

Another great lesson, Kwestyon!

[@megaitsolutions3710]

I like yours way of dealing with the cx!
Learned alot!
Thank you Soo Much!
Love From Pakistan!

[@damneat4482]

Napaka ganda mo lagi na kitang napapanaginipan ❤️

[@KelvinShowTV_]

Great video ❤!!!!

[@user-uq9fj7dg8j]

Great video I wanna watch it repeated times.

[@megapiux9035]

Wow lodi... Thank you for this ❤️

[@VoxYohannah]

Please make a receptionist mock call, like in a vet clinic.

[@donalddrunk9882]

How do you handle Business accounts for their networking issues

[@alrakreugzel3664]

Hello! I didn't notice the first strike ¿When it happened? 😮 Is this costumer overreacting?

[@Kwestyon]

It was close to the beginning of the call when the customer said, "I've been with you for about 5 years now, and this is the first time I've encountered this." Claire could've empathized and assured her instead of just responding, "One moment, while I check your account first."

[@Kwestyon]

I wouldn't say she's overreacting. She was initially confused about the charge. If Claire had simply provided the facts and acknowledged the customer's emotions, she likely would have hung up the phone relatively unbothered. The call escalated because every time Samantha expressed her frustration, it went unacknowledged and even dismissed.
In my experience, it's typical for customers to grumble here and there, but it's almost always immediately resolved with generic rapport and acknowledging statements. What matters is the message that implies, "I hear you."

[@alrakreugzel3664]

@@Kwestyon ok, thanks a lot, I'm taking notes 🙏🙏🙏

[@erikagarcia8846]

But it always happens in call center 😅 sometimes you receive really weird calls with ridiculous questions😢

[@francineogena718]

Claire is at fault she did not emphathize when cx tell the concern. She focus how to resolve cx concern without addressing the feeling of the cx. Thank you for this video because I admit. Sometimes, I'm just like Claire.❤

[@arturodiaz8018]

Un super like ❤️❤️

[@NA-oc7eq]

Lmao, in this context the customer was ridiculous.

[@reynaldo_santos]

❤❤❤❤

[@jhaydeevlog6658]

Napaka useful nito sakin since i always take escallation calls😂

[@arvinsenglishph4925]

#epic

[@johnkylemabulay1893]

im a little concern to that first agent did she get fired??

[@Kwestyon]

Nah, just underwent some coaching and a little bit of dressing down.

[@rentechph1]

Idol

[@rosesabio6955]

ah ganito pala gawin para maka kuha ng free subscription ahahaha, yung iba refund kaya dati my client ako dami nyang account sa amazon at nangunguha ng refund wahaha kasi ang bilis mgrefund sa amazon at ebay, yung iba pa return return para makakuha ng bagong item and nireturn pala lumang gamit nila hayz

[@gemcayana6435]

ano po brand ng headphone ?

[@Kwestyon]

Sennheiser po ito. Pero okay din ang Plantronics.

[@Kwestyon]

The audio here is not from the headphone btw. 🤭