Banking/Financial Mock Call Script - Lost Card
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- čas přidán 3. 06. 2024
- Here's a call simulation of a BPO financial account where the account holder (customer) lost her card. In this video, the banker (CSR) demonstrates the process involved when an account holder reports unauthorized transactions on her card.
#mockcall #customerservice #callcenter #callcentertips #customerservicetips
TEXT FORMAT of this call: kwestyon.com/financial-accoun...
00:00 Start of the call
00:35 1. Block the card, freeze the account.
02:53 2. Update the compromised credentials.
04:47 3. File a claim/dispute.
10:28 4. Process a card replacement.
11:54 5. Generate a new account number.
Customer Service Training Playlist: czcams.com/video/4nIFfylV0S4/video.html&pp=gAQB
Thank you so much i love your videos ❤
Where are you from?
Are you single?
Dear girl. Love the way You explain these situations. Greetings from México city. Thanks You dor your beautiful voice and beautiful vídeos
More financial account mock calls please.You're so great in this Ms. Kwestyon! 😍 Eversince I got hired in BPO industry , I can't stop watching you.I worked in Retail Acc before and now I'll be applying to a Financial Account to try something new.Continue inspiring us to become a pro in this industry 🙏🏻
Hello, Ms. Kwestyon. Your videos are just spectacular. As an English student myself, you're such an inspiration, and I hope one day to get to your English level. Thank you so much for all the hard work and care you put into your work.
Greetings from Brazil. Blessings!🙏
Thank you! That means a lot. Best of luck to you!
I'm over the moon that Shiena came up with challenging mock call😯
Hi Ms. Sheena, can you do more videos like this in diffirent scenarios? My account is Banking & Financial Services, I'm really having a hard time absorbing all information being discussed on my training especially that we are not allowed to bring a pen and paper inside the training room, plus that I'm a newbie in this industry. Watching your videos makes it easier for me to remember the call flow, positive scripts, and the right tone of voice.
I'm hoping that you're able to read this ❤
Thank you so much😊
Just got hired to my first BPO work yesterday. I was informed that I'll be in a financial Account so here I am watching your videos. Huhu
Very detailed. That's what i like about your tutorials.
Since I've been working for Citizens Bank this is a common scenario many times in the day they normally get frustrated by the situation but it's one of the best ways to get accustom on handling irate customers. Great video to learn about banking
I really love that you’ve been leaving the text format of your calls in the description. It is very helpful. Thanks ❤
Great call handling Ms. Kwestyon, i've been watching you for over a year from now until i got hired in one of the bpo here in the philippines, I can relate since i am now a QA in financial account, though there were some of the informations that cannot be disclose but can only be confirmed. I also find your videos very helpful for the aspirants who wanted to become part of the Team. More powers ms.❤
You did really good and your a beautiful person inside and out ❤
Hi Miss Shiena! I've been watching your videos since I started applying to my first ever BPO company, you helped me a lot. From being an elementary teacher, I am now hired as a call center agent. Thank you so much for all the tips and ideas, I will continue to learn from you. Stay safe! 💗
Congratulations and thank you! 🙏🏼🙏🏼🙏🏼
i hope someday i become a great bpo agent like you, your videos is verry helpfull take care miss candice❤
Another great and beautiful video as you ❤!!!!
i love your videos. i was in financial account. EWS. so helpful ❤
You are the best! I love the way you explain everything! Greetings from Mexico! I am your fan number one ❤
Guy is a an excellent video because we have to listen and keep in our minds in order to guive a sastifieing response to the customer
Relate on this, thank u candies Iam handling financial accnt and at fraud dept. 😊 this is really helpful.
I'm glad to hear that. Thank you din.
Thank you always for all ur vids ms. Sheina. It helps me a lot..
Thank u for all of your tips and videos who helped me a lot. 😊When i was applying in BPO i watc all the time your videos. And i can say that it helps me a lot to construct my english vocabulary.❤❤
I like it very much not only coz it's perfect timing for me, fyi just done with my medical exam yesterday, I'm hoping that we're going to start training sooner. The video explained every detailed things what to do. That's one thing you set apart from the others. KUDOS 👍
Financial account CSR here! Solid! 😭❤️
I just got hired and believe me It was mostly for your help haha ❤️ I saw your videos before, during and now after the hiring process, I’m truly thankful. I’m in a financial/banking campaign so this vid it’s been sooo helpful, I usually watch it several times lol, please try to do more financial mock calls. Thank youuu for everything 🤗
Congratulations! I'm glad I could help.
❤️❤️❤️ thank you for this Ms. Sheina
🙌🙌🙌 I needed this!!
Wow! You're better in call handle I am following until I become better like you. You're my favorite trainer.
been waiting for this❤❤ thank you thank you so much po🤗
Because of your videos nakapasok ako sa BPO industry and currently I am handling financial account. Thank you so much!💕
Congratulations!!!!
Thank so much ❤❤🙏🙏🙏 you really help me to improve. Blessings for you 🙏🙏❤
So beautifully explained love from India 🇮🇳
Thank youu! I really need to improve my qa this was really helpful!😊
Thank you for this misKwestyon ❤️
You drive me crazy about your knowledge wooow
I just want to be like you and would you mind helping me ?
Hello, Ms. Kwestyon. I just want to say thankyou for all your videos that created and it so really helping to me because i am applying as a call center agent and my english is so bad as of now its getting enhance by watching your videos. i hope that you can make a more content like this :> its really helpful for all begginers like me :>
Bank account here, thanks for this ❤️
I really needed this, I'll be working in call canter about this stuff and found this so helpful, could yo do please do more videos about
this?
nice one indeed..
❤❤❤ very helpful 💯 thanks!
Watching ur videos is helpful, I would love to see a video on mock chat where customer is irrate and is very upset with the Company.
Noted!
@@Kwestyon Thank you Kwestyon!
@@Kwestyon I work in blended international chat/voice process where 9, 10 stars from custs on every survey are positive rest all negatives, need little help on this.
Amazing as always❤ thank you madamme❤❤
Excellent
I hope I can also have the knowledge and confidence that you have. You're really such an inspiration to me, you've been very helpful to me since then. Thank you so much for all your sharings God bless you dear.
Thank you and best of luck to you!
Hello po Ma'am, napakalaking tulong po ng mga videos niyo lalo na ngayon na marami sa kabataan ang nagbabalak na mag work muna instead na mag kolehiyo.. Actually ilang days na akong tumatambay dito sa YT Channel niyo po. Nagpaplano po kasi akong pumasok ng Call Center if di ako makapag aral ng college this year. Ma'am can i request a content po like a sample interview or Q&A between Interviewer and a SHS Grad with no experience pa po sa BPO companies. Sana po mapansin ito. Godbless po Ma'am.☺️♥️
Okay, I'll put that on the list. Thank you and good luck!
Thankss po sa mga tips. ❤️
YOWN! Ate Sheena pinapakilig mo 'ko! 😭 More financial account videos po! More power! ✨
And Ate, may bago akong isusuggest.
"HOW TO INCREASE YOUR SENTIMENTS SCORE" 😁
Lately, nahihirapan ako dyan eh. Thanks po!!!!
Idol, more financial account videos pls. ❤
I like to think Kwestyon is a company where every agent physically looks the same
Clones.
Can't wait
Hi Kwestyon! Thank you so much for your videos/ mock calls😊 Its really a great help especially to me from the start of my application in the BPO until I got endorse and dealing to the customers. My only request is a sample mock call that when the customer wants to buy flowers for valentines day heheh Thank you so much Miss Candice
Sana po mapagbigyan Miss Candice, sample mock call po yung parang 100 flowers to deliver po na when the cx wants to order flowers with adds on chocolates for valentines hehe.. Thanks much po Miss Candice
Noted. :)
most customer baheve like this but unfortunatly not all of them, they hate the ten business days by the way
Thanks
Very nice thanks
Gee, thanks for the video.
Hi, I wanted to know the difference between a customer experience associate and a customer service representative. Hoping for your quick response. Thank you 🥰☺
Ang galinggg
More of this 🥰🙌
sounds real
Oh my goodness! I love you so much I'm so happy to learn from you. Your name is Sheena. Right?
Nice
Hi Ms. Sheina. Could you do a video about retail account? Although a friend of mine said that it's easy but when I took an interview where there was a mock call test, my mind got mentally blocked although there is a script over me. I hope you could help me out. Thank you.
Noted..
Hello, congratulations on your channel, I live in Brazil, I heard that there is demand for work in a call center for people who speak my language, Portuguese, is that true? I am interested in going to the Philippines to live and work, I am 55 years old, is there an age limit to work in this area?
waiting...
Good
hello maam first of all thank you for allnof your videos it really help me alot
btw i just got passed in a bpo company my account is financial account any thoughts or tips becauss many are saying that financial account is a hard account hope that u notice me i am a big fan of yours
Congratulations! As long as you keep showing up, there's a great chance you'll make it. It'll look and feel hard but so are other accounts.
my mock call during account validation, the scenario was the customer want to spend more than on what was left on her account. im completely clueless on what to say on what the customer would do. any tips ma'am?
thats so easy to do it, do a call selling products a very hard to sell
I have a video about a sales mock call here: czcams.com/video/DdWrD9b-qjY/video.html
@@Kwestyon oh my god this is gold thank you so much 🤙
Like gurl, Im having a hard time trying to catch numbers and physical addresses over the phone...didn't know that american addresses were so difficult ( at least for me) This is driving me crazy fr... any tips or advice? Something? Please somebody help me!🙏🏼😢
Did you have a lesson about the 50 states of America during your training?
How about asking the address of card replacement where to be mailed to.
Hi miss. Do you have any tips for me? First time ko po mag apply sa call center and just got passed the interview but I have upcoming account validation. Do you have any tips paano mapasa po yon? Btw, account that was given to me is International Voice and Financial account. Also if there's a mock call ano dapat yung spiel or pwedeng company/bank name na gamitin kapag mag spiel? Thankyou
Could you do a video on Call Control and Handling with difficult, self Entitled, and mean callers? Last night, I had to handle a caller who has disability, and her requirements was that I speak louder and slowly and dont interrupt her conversations. If I don't she will snap at me, and repeat the story again. She drift from one story to the next. I feel like I have to "pleased" this caller due to her authority tone of voice which is off-putting. I have a disability too, and no way would I be mean to other people. She's the completely the opposite. I performed poorly in the call, and ended with an AHT of 60 minutes and unable to resolve the caller's query. The call ended in escalation. My question is, can we yell at the customer for being rude? I feel like acting as a punching bag, and let them attack me to the end.
Hey, I've had calls that reached 60 minutes due to the complexity of the issue. They definitely ruin your day. 🙃
And there are particular customers that get under your skin. I consider myself a people pleaser but I remember an encounter I had with a customer that enraged me to no end. I couldn't quite put my finger but it was something about the way she talked and bossed me around. It was just her.
Usually, if there are no profanities, you cannot end the call. The company can make an exception though but i doubt it. Anything less than profanities, racism, and sexism are generally considered a CSR's problem. What was her issue though? Was it a dead-end call, or was it just a super complicated issue?
Provitional credit also is not provided. Ut transaction is eligible for PVC.
Financial Payroll next naman po iba din process pag payroll ehh
Hi, I am from India, Kerala.Currently I am in uk and I got hired by one of the bank in uk as customer advocate at call centre.I started to watch your videos.can you give me some suggestions.I have language issues.
Actually you see your hand moving while you trying to explain everything to cx.
❤❤❤
Im new sa bpo,pwede humingi ng tips how to read ng mga address po nila.Thank you
familiarize yourself sa mga city and states in USA.
real life is different hh
Hndi ba ma fflag as long call yan miss?
Hi, miss. Please try thr mock calls about Health please. 🥺🙏
The*
Hi, these are my healthcare mock calls so far:
czcams.com/video/5CyZEDksQ0E/video.html
czcams.com/video/rM2ghJUx1Go/video.html
♡ love this video Ms.
I have mock call before ihahandle po yung customer na ayaw makipag usap sayo, ano po bang dapat na sabihin if ganon po?
Explain why it's in the customer's best interest that she talks to you. Also give her a brief explanation of the resolution so she knows you can solve her problem.
No recap was provided as well.
Hello Ate Sheina. Have you ever done making tagalog content? I'm curious about how you speak in tagalog 😅
Maybe I'll make some. Just not the priority. There are viewers kasi from other countries na hindi nakakaintindi. 😅
hello po, just wanna ask if pano niyo na kukuha exactly yung mga names nila without wrongs spelling po? , just want to apply in tele po huhu as newbie fresher
Hotel sales account mock call please
bus down thotiana, cardiana cardiana
hello po may mga script ka po ba sa mga video mo sa mock call nyu po?😊
This video has a text format: kwestyon.com/financial-account-mock-call-lost-card-call-center/ . And for the others meron din pero not all. You can find them on my website at kwestyon.com.
I'm hoping someday that I can absorb your accent and fluency in English.
I am trainning to work for a call center and I am so nervous! It's so difficult for me to speak English fast and fluent. I can understand almost a full conversation but when I have to answer to someone is when the problem begins...
Hi maam how are you
For GOD so Loved the world that He Gave His One and Only Begotten Son JESUS CHRIST, so that anyone who Believes in Him will not perish but have Eternal Life (John 3:16)
maka nganga gyud ang ka gahot
😂
Newbie po sa callcenter.ano po yan sariling sagot nio o my sinusundan na speil tapos dinadagdagan mo ng phrase kung need mag emphatize?
May spiel tapos edit edit mo lang as you go depende sa conversation.
@@Kwestyon thank u sa lahat ng info.galing nio po magturo❤️❤️
T
Ma'am pwedi magpaturo ng english
watching this before my interview for a financial account thank you!🫶🏼
Hi ms @Kwestyon any tips for that mock call
They said that our mock call is about
-very prone to fraud & scam
They said we need to prove that the client is the one who made the transactions, but the client is still denying that she/he made the transaction and she/he may not pay for that.Hi ms @Kwestyon any tips for that mock call
They said that our mock call is about
-very prone to fraud & scam
They said we need to prove that the client is the one who made the transactions, but the client is still denying that she/he made the transaction and she/he may not pay for that.
I think banks have their own method of distinguishing legitimate transactions from fraud ones. They also have a department dedicated to that. So if you see that a transaction is labeled as fraud, you tell the customer just that. But let's see if someone with experience has something to add. I haven't worked in this account.
I used to watch your videos when I was a newbie, now it’s been a year and a half and still counting. Thank you, you really helped me a lot🤍