Lost Parcel Mock Call Sample
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- čas přidán 14. 05. 2024
- Here's a mock call sample of a lost in transit parcel. The tracking number shows "delivered" but the actual parcel wasn't delivered and is missing. This shows two agents (Claire and Candace) handle the same call and the same issue with different results.
#mockcall #customerservice #callcenter
00:00 Description
00:22 Bad Customer Service
07:34 Great Customer Service
Here's a detailed breakdown of Claire's mistakes: czcams.com/video/bveFPRmF-xM/video.html
Hi mam! Im so grateful that i found your channel. I watched every tips you said and im actually on training now! 💗 But i kinda wish that you have some tips/videos for sales/billings call flow. Thank you so much! Sana manotice 💗
do you offer speech class?
Cc
Even without the explanation, you can tell what the bad customer service representative did. Are you going to do more mock videos?
Hello
Honestly Claire's "mistakes" did not deserve that level of verbal abuse. She may have been disengaged but making it seem like verbal abuse is okay from customers is not cool. The first scenario just shows someone who is not having a great day but they're still doing their job and being polite, nothing that was said warrants that kind of response from people. First world problems:
I'm gonna tell someone they have no intelligence and don't deserve a job because I didn't get my package? I would legit be in tears if a caller talked to me like that. There is no excuse for abusing other people just because it's a phone call.
👍
Hahah but that's usually how bpo works becoz most of the customers are so entitled by what thyre payingg..i guess that's why it's kinda logic "customer is always right" especially company who have customer centricity culture😂
I don't have any BPO experiences but because of your videos I was hired last November , and it really improved my communication skills until now. That is why I highly recommend your videos to my friends. Thank you for adding value to your subscribers
Hi Sir, anong name ng company mo? Kasi balak ko din mag apply this month at zero experience din ako about bpo. Thank you 😊
This is so true! And now It’s almost a year being in the bpo industry! Appreciate your help kwestyon!
Tell us about your experience working in that BPO?
Am a customer service representative, really looking for employment opportunities, could you be of help, I will really appreciate
What I personally find amazing is that companies will rather spend time and resources on elevating customer service to an actual profession, and bang on about KPI and empathy and call flow, instead of just fixing the reasons why customers keep calling in the first place.
I'm in customer service for one of those e-scooter rental services. For almost 6 months now, a particular English city has been having notorious problems with ending rides and parking spots not showing correctly in the app. So as you can imagine, 95% of all UK calls are from that particular city. It's reached that point where all agents have memorised almost every parking spot in the city, or when we're on chummy terms with the customers, particularly the commuters.
So much time and effort on streamlining call flow, creating city-tailored case note templates for speedier after-call work, and building a shared collection of "buzz phrases" so as to give each call a petsonal flavour, rather than "oh f, here we go again...". Over almost 6 months. Instead of just fixing the bugs... 😮🙄🥴
I was literally laughing the entire first agent was doing because back then I mostly get pissed to be honest with these irate customers, but then I learnt to build my rapport to most of my calls and maximize my patience as I become a supervisor in our office, it really takes time and patience to walk irate customer's through properly and I love how this video educates all the BPO employees out there to get them crucial ideas to handle these type of scenarios! Kudos to you! Keep inspiring.
Same I also work at ups
You are a liar and probably a recruiter for these types of stupid jobs
Key to resolving customers concern:
*Specific acknowledgment to customers verbal queues (always put yourself to customers situation)
*Educate the customer what happened (Make sure to position it in a positive way)
*Provide the resolution and highlight its benefits
Ps.
-Always avoid saying, maybe or I think. Coz it might sound you are not confident.
-There are Some instances you need to avoid saying, “I cannot”, “As much as” or “we will not” coz it might sound we not doing extra mile of effort to the customer.
I highly suggest using “it’s just that” or “As of now we have no option BUT (if you say no to the customer always proceed to other resolution that is available so that you will be the one driving the conversation)
I have been a CSR for three years, and all I can say or give advice, sometimes the customer just wants to be heard, give your empathy after that do it according to your company's code, sometimes they just have a bad day and you will be easy targets for them if you follow the flow their talk.
I work at UPS customer service, this video is quite similar to what I've been working. The customer is frustrated and upset for what happen to their parcel or package, so as a customer service we must give them assurance and apologize in behalf of the company. They are usually mad but eventually will calm down once you give them assurance and take an action to their concern right away. That's all they need to hear.
Hello po ask ko lang paano po ang process once na UPS customer services ang magpprocess ng ipapadala sayo . Philippine money bayad ? Tapos makakarating sakanila ng dollar ? Naguguluhan ako .
@@irenemaebaliat3362 They're paying po using credit/debit card that's why automatic na po siyang deducted sa customer and will proceed to the UPS credit. There is some request kasi na pinoprocess namin na may involve na money then ganun ang transaction.
Hi there. Tomorrow is our first mock call under in UPS ACCOUNT. Hopefully I can perform will
@@rickybayer hi
Former UPS Billing Supervisor here. Hahaha kakamiss yang mga ganyang call. Woahh 😆
Wow! This is so great mockcall for lost parcel and you rock! To handle this kind of customer although the customer is trying to dominate her in whatever reasons she had. Good job! Kudos! More videos like this.
LOL I love how the first rep was simply stretching her arm muscles while listening to the customer's tirade. Makes me wonder whether she's been in the industry for more than five years and has found this case pedestrian, OR she's about to hand-in her resignation letter the following week. 😂
Having been in the customer service industry for longer than I care to think about (but them bills ain't go'n pay themselves), I think it's a bit of both with the first agent. Agents come right out of training and are still idealistic and want to help their fellow man. Then they come across rigid and pointless procedures and restrictions, or they have no actual latitude/power, but need to "escalate" every little petty crap detail to "the relevant department" (which more often than not is just one dude/dudette a few rows away), who may or may not get their finger out already the same day.
With limited agent scope, said agent can't really tell the customer anything, which means more yelling from the customer. And at some point, the agent will stop caring and instead just do the bare minimum. Zero effs left to give, which shows in the tone of voice and body language.😢
Hi Kwestyon, I'm not sure if you can still remember me but I was here since 1k Subscribers. I have been watching your vids ever since. Your vids inspired me to be a CSR. Now it's almost 2 years since I started my career as one. I just want to say thank you and keep on inspiring people. Take care always. Love yah. ❤
That means a lot. Congratulations!!
@@Kwestyon hola tu eres de Colombia o de usa ? Are you from Colombia or united States ?
From the Philippines. :)
@@Kwestyon could i please contact you ,you have a wow level in English and your are very inspiring to learn English so smart you are only , I just want talk with You i want a friend as you because I want to work like you every day ever since I have watched your videos and that's coming very well for me .i'd like pretty baby.
@@leonardoguerrero235 Hola eres de colombia? Mi nombre es Genevieve. :) Quiero practicar mi español y puedo ayudarte para practicar tu englis si quieria? Gracias.
This is my observation.
Active listening, Q and A portion and suggest possible solution for the customer problem is the key to assist them properly.
Continue to inspire others 👏👏👏
Call key wrouls
Thank you so much! I've been learning a lot from your videos 💖 they really are a great help for someone preparing for customer service representative applications like myself 💖
This is an excellent training video! Keep up the great work.
I would always recommend your channel to my friends and new hires....☺️ thank you so much for all your tips...🌼🌻🌹
all I can ever think was PTSD when the cx refuses to file a claim, and want their package to be found at this instant.
I was so like the first caller when I started my call center journey but I'm thankful that I have learned to be like the other one right now💚
I just got accepted for a bpo job and i'm genuinely scared of these type of scenarios. It's amazing how you already know how to resolve their concerns the moment you hear them, i get mental blocks a lot and that's what makes me anxious as hell lol. But thank you, at least i now have ideas how to communicate with them.
Great explanation! Thanks so much, Sheina. I love your videos because I'm learning new skills and much more... 🙂
I miss your videos! I always check my subscription to see if you uploaded a new one. Please upload videos more often. ❤️
this is a very nice reference to how you're supposed to act/respond to a angy customer
I would have to listen to more of these, but as I saw/heard Candice was definitely better than the other agent (I forgot her name) and she is a good role model for people who would like to start working at a call center agent, its very nice to listen too but I'm pretty sure there is more for me to learn about if I really want to get this type of job :'>
As someone who has been in this customers position (but not as rude as this customer lol) I understand the customers frustration. I’ve had packages stolen from my porch before so I would be a lot more empathetic towards the customer and saying I understand how frustrating this must be
Ok and you blame the agent for their issues? Customers like her should be banned from calling.
Tabitha (the customer) wasn't really that rude in the beginning. She tried to keep her composure, but when it became obvious that Claire (the agent) was just rattling off a script, disregarding the info that Tabitha had already provided, I can't really blame Tabitha for slowly going off the rail. Even if it really were procedure to ask the questions, Claire could've phrased everything a lot better. Note how Candace (good agent) asked the same questions, but with a completely different tone of voice. Also, Candace didn't shower Tabitha with a load of internal jargon (like Claire did), but instead did her best to explain the next steps in plain and easy English. While Tabitha didn't get the on-the-spot resolution she'd been hoping for, at least Candace showed stewardship and empathy -- which goes a long way. That's why Tabitha and Candace parted on overall amicable terms, whereas Tabitha and Claire ... not so much.
The truth is u can never change ur company policy but to be on the same page with the customer n showing empathy goes a long way on how u can better handle the situation...
thank you so much for these videos.. i highly appreciate them all..
Hmmm..ksksks
The first agent should have done...
1. AER
2. Active Listening
3. Proper use Probing questions
4. Tone of Voice
5. Should not have rebuttals from customers
6. Setting of Expectations.
7. Focus on the options/ Solution not on the problem
I love Candace even is too polite and knows how to play 🤣
I worked in BPO for seasonal accounts and honestly it's not really meant for me because I was so sensitive at that time. I can't handle ranting customer because they didn't got what they paid for. I understand them. But then, I was so thankful that I had those experience. Everytime I called the customer service, I see myself in their situation. Thank you for sharing your knowledge Ma'am, it will help a lot for those who wanted to try the BPO. ( Sorry for my grammar I am just confident 😂) . God Bless you
My observation was, stay calm no matter how harsh the customer is 🤣
wow I have been listening to all your videos and I find it all educational thank you for sharing your ideas
I consider at the first part of the video the customer assistant was so rude and disrespectful, apart from that she didn´t have a good attitude, nor provide the information or procedures in a proper way either, and instead of defusing the customer's frustration, she increased it. In the second part, She did a really nice job, she was empathetic, asked and provided assertively all the information required about the customer's trouble, she explained properly the steps procedure and of course, her attitude was nicer than before, so it was an excellent service.
love this! great educational and helpful content :) thank you.
I know my comment is easily lost here, but if you're reading this, it's no coincidence. Be sure, gain strength! Even if you are going through something very difficult in your life. Believe that everything will work out! This is just a phase, hang on! I know we don't know each other, but I believe in you! Rest assured that God is always on your side!
Thank you relly thank you
Amen thank you
Thank you
Thank You
Amen, thank you for the reminder.
Great Customer Service has a great tone of voice, empathizes with the customer, clearly explained the process (not allowing customer to have another follow-up question for clarification).
So informative I've learnt a lot from this vid. Thank you Shiena!
The second call is much better, empathize then provide a solution at once, and at the same time, educate the customer. That's a great way of pacifying an irate caller.
Thank you so much! ive been learning a lot these past few days and I'll have my assesstment on tuesday wish me luck!😊
Very helpful for aspiring to be a Call Center Agent.
Good job my best friend, i love the way what you teach
I used to worked in UPS as a customer care representative and we have a lot in common of Agent 1. This is how i handled calls before especially with this type of customer and customer always end up asking for supervisor maybe because i didn't acknowledge her concern. I think the best way to make a customer calm during this situation is to acknowledge her concern and empathize if needed. By the way, I am planning again to join in BPO industry next year. Thank youu miss sheina for this BPO tips. I've been watching a lot of your videos and its way very helpful to improve our communication skills and how to handle customers in a great manner. More power and May god bless you! ♥️
Ang laking tulong ng videos mo, para sa gaya ko na aspiring makapasok sa bpo at maging csr.
Base on my observation, to be able to execute good customer service, we must empathize to the client's concern and attend to their problems in a most assuring way. No matter how irate they may sound, we must gain their trust that we can help them resolve the problem. I'm already binge watching your videos to learn ❤
In my opinion
The first part of the call was a bit difficult for both parties, because of the call center agent for not being empathetic and taking the situation personally. On the other hand, in the second part the communication was much better, this indicates that in this type of jobs being friendly helps us to have a better result in our labor
Hi thank you so much you are helping a lot of people by making Bpo videos and how to deal with them oh my gosh I dealt with the same kind of customers....many many thanks 👍 please upload more videos My QA team always had a complaint on me that I don't take good calls and soft skills wise and way of dealing with customer 😢😣😣😣
Hi Candaceee, I can say was your product. I was listening to you when i was starting wayback 2021. and now i am already a Quality Analyst ❤️ Thank you so much.
I've just started a customer service role myself (no previous experience of course). I've received a training for the job, but it turns out it was mostly technical, and have to say a lot of the first calls took me by a surprise that I didn't manage quite great. Wasn't rude obviously, but still had some gaps in knoledge for which we do have some senior support, but handling calls on conversation level (approaching rude customers, asking customer to repeait someting I couldn't understand the first time like a streat name, or a particular location "that everyone knows") is still something for which I need more practice.
I was looking for some videos arround and I'm so happy to find something for us who don't speak English as our first language 🙂
Kakapakinig at focus ko sa inyo, csr na po ako. Pero still watching to get some idea parin and support syempre! Thank you Ms. Kwestyon! 💕
Pretty good Mock call. Real example of real Call center calls.. 100% Thanks.
Dami kong natutunan dito sa channel na to. Alala ko pa noong trainee pa lang ako at kinakabahan pag sinabing may calls na magaganap kinabukas deretso ako sa channel na to di ko man nakuha lahat ng pinapakita sa video at least nagka idea ako kung paano makipag usap sa cx. Salamat po ng marami. Ngayon mag lilimang bwan na ko sa amazon ❤️
thank you for posting this! yaaaay 💕
I like the accent, it's quite neutral and calm... It's refreshing to my ear.
Damn, I need to practice more to achieve the second agent's level. 😂 I am always easily offended whenever I get irate customers and couldn't find my calm. Thank you for this!
the first one irate agent + irate customer is ewual to bad customer service . the second one candace explain details by details to give more satisfaction to the customer that everythings would be alright . Thanks so much all your videos inspired me as well 👏👏👏💜💜💜. Godbless you 🙏
Wow . It is very helpful. I got a little idea doing as an call center agent. Great!
The way she audibly whispered "dafuq" had me in stitches
Am new in amazon ,and your video's are beyond super word .
I really like your answer and Gives me an Idea to how to answer in this kind of Scenario to be one The Great Customer Service👍A Knowledge and Inspiring..Kudos Kwestyon🔥😍❤️Keep It Up
Hello, Ms. Sheina! Thank you much for being part of my small success for receiving a JO from one of the best call center company in the PH. May God bless you, your family and your team. 🥰😘😇
Congratulations! 👏🎉
@@Kwestyon thank you so much coach! I hope one day, I can repay you at least by helping others as well.🥰
I work at UPS customer service and I received a lot of calls from irrate customers. What we did is we give them an assurance and apologized for the delay of the delivery. Aside from that, I also investigate lost packages and contact the customer and verify if they still have problems with the delivery or their shipper shipped out a replacement.
Undeniably the queen of call center agents in the Philippines.
One of the best videos here 😘😘
Good job Candice I'm sure Phineas and Ferb will definitely proud of you🤪😊😘
I'm starting taking calls for customer service Tonight and I'm so nervous and your the one that I'd like to watch to get more information and knowledge on how I can handle the different problems and situation that I can possible to encounter, of course customers didn't call for customer service if the problem is not worst so I really need to ready my self to mostly bad customers than good😪 thankyou, your sample video is really helpful❤️
As a CSR, I love your content. ❤
What I like about it is that no need to be perky to give a great cust service. For cases like this, it's always best to acknowledge the situation and make the customer feel that you are willing to help. always highlight what can be done and be honest. set expectation and give the possible result.
Absolutely awesome
I'm so excited for this.. This will be epic..
Working in a BPO company as a representative needs a lot of patience as well as empathy..
Great job sister. Please, keep going 🌷
Thank you Miss Kwestyon, good diction. Candice, good service.
Wow! you're the best channel i found on youtube
I love you Candace. Such an inspirati❤n! ✨
Great examples, thank you so much!!!
Thank you for this video.
Thanks many thanks coz I'm working in that field and it's bringing me alot of detractors
no words. definitivamente me gusto el video :)
I wish more customer service reps were like the 2nd person.
Wow!
I started to watch your video, nasa 200+ subs ka pa lang. And now 200K+ na☺️
Thank you sooo much!! your videos are so helpfull !!!
Weaknesses of the first call:
*The agent didn't emphatize with the client or tried to guide them quickly around the processes of lost parcels.
*The agent made the process look hard for the client.
*The agent relegated a lot of responsibility filling that Parcel Delivered Not Recieved document into the client.
*I also think that the agent wasn't able to speak first before the client started to get ranting, then the agent shared like heavy notices (the high delay on finding and getting the refund) in a way that wasn't very easy to understand for the client.
I think all of them got solved into the next call. Let me see the other video if I was on the right.
I worked in a call centre for a year and that first call made me super cringe!!! The word choices (you 'have to' do something), the tone (unsympathetic like the advisor truly doesn't care), I would have refunded and reordered, apologise and put a ticket on the account. If I was a TL listening to this, I would sooo be having a talk about that call. Also the using jargon, you must present information clearly, in a way the customer understands. Imagine doing this to an elderly person? Wow, great great example of what NEVER to do!
Impressive. Thanks for this video
There was an empathy statement.Kwestyon did her job as an excellent Customer Service Representative.
Haha the CX very familiar lines. Ebay days lost packages 🤣
Same issue and goodness nakakamiss rin mag take ng supecalls. Great video btw. reminds me of my BPO days. G'luck 🙏
Ang sipag mo gumawa ng videos ;)
I was a call centre agent and i know how it feels like.
Pansin ko lang na hindi nag apologize ang both agents ;)
Sa work namin. We always say "sorry to hear that, let me help u out".....
Excellent video, thank you.
And that Tabitha or Tabatha is a nightmare 😂😁😁😁
She is really good at being a pain 👌😉
very good informative video . Thank you and All the best.
This month lng aq nagsubscribe , pero after 2 to 3weeks watching all your videos , finally nag sign na ko ng contract kanina . First apply , hired agad . Tysm Ms.Sheena for all the tips and guides 😘😘😘
Hope magkaron ka din po ng sample mock calls ng Mobile phone insurance 🙏 training napo namin nextweek
Ubos lahat apologetic statements at empathy ko jan.. pero they usually calm down once you have educated them them and proposed solutions pero ofcourse angelic voice dapat para mabait ako pakinggan..
GRABEEEE GALING !! 💚💚
Thank u so much this is really helpful pls make more n more videos on customer relationship, For Quality service improvement etc
It was a good example, in the first case the customer agent took it personally, even when the customer was polite with her, it is important to recognize that the customer isn't angry with you but with the situation for which she is calling. In the second case, it was obviously better than the first one, but from my point of view, the customer agent didn't apologize enough for the situation of the customer and remember that this shows to the customers our empathy with the problem, even if it wasn't our issue.
Bullshit. Its personal if the person is talking to you
This really helps a lot..
What a brilliant person. I'm Bryann by the way. 😍
When my parcel was stolen from my porch, Amazon replaced the order right away. But different companies have different policies.
Many people stole parcels in the States.
Sad but it's a fact.
Trouble Makers.
Hahah that's why customers become irate...and the agent will resign the job right away😂😂😂
No one said, something like a , My apologize for the inconvenient.. Im really sorry to heard that.. I am more than happy to assist you.. Show empathy statement.. Wonderful video
all i observe is that your english is on the expert level hahahaha im so impressed by that 👍
I wish I had the amount of vocabulary that you have 😅life would have been so much easier. Nonetheless, your videos are really helpful for us and in so many ways. I can't thank you enough, looking forward to applying to call center companies of course with the help of these very informative videos.
blooming 💓
More power to you and your channel po
a lot of things to learn from you my dear...
I can do this… defenitly. Love your video
I'm obsessed with your beauty po, Ms. Candace. 😍