Bad vs Great Customer Service | Scenarios with Explanation

Here's a comparison between bad and good customer service with sample scenarios. This is not only for call center agents but for anyone who works in customer service and wants to know how to handle customers more effectively. #mockcall #callcenter #customerservice #kwestyon

00:00 Intro
00:12 How to empathize
08:56 Positive scripting
10:15 Active listening
11:26 How to make a request effectively
14:30 How to use jargons
17:33 How to be proactive
20:08 Summary

[kevenbalderas]

Tabitha is such a good and realistic representation of a customer on the line. Great stuff

[boomtv]

Among all videos here in YouTube related to Bad vs Good Customer Service, this is exactly how it looks like in a real-life scenario!!! This is very informative and helpful! I would recommend this to our leadership team.

[iangona]

Bihira nalang kita mapanood pero I just want you to know na because of your video tips, nakapasa ako sa first call center job ko. Mag dadalawang taon na ako sa trabaho at isa nang Senior specialist. Please continue your channle, you inspire a lot of a first timer like me.

[saramohammed]

This is a really helpful and realistic video. This is my 5th month in this job and everything in this video is exactly like what happens in real life. The way the costumer talks, the way the 2 advisors handle the call and also the query itself are all real.

[cathy_rine]

Very detailed explanation between a bad and a great customer service! Thanks for this. 🥰

[arcemargoth]

I really liked your video. I work as a customer service representative and I deal with these types of calls every day. In my case, I always must apologize as soon as the customer explains their issue. I wish I could acknowledge customers' annoyance with a phrase like Candance's and stop saying sorry in a thousand different ways 8 hours a day. Also, I cannot end a call without offering further assistance, which I sometimes find unnecessary, especially when customers already said "that's all I need" or 'we are all set'.

[rehamadomay]

Wow, you've explain it so well, and we already have an idea how we can response responsibly to difficult clients. This can help me because I'm preparing myself to apply in BPO and this channel just gave us so much lessons about proper and improper interacting with customers. Thanks to this channel💓

[nkoruth]

This just proves I have a slight different thought of how this call center agent job works with a dissatisfied client. Thank you for changing that mentality lol. I’m learning and hope to be better. Probably I would act like Claire. 😂😂 I’m getting help

[jypstanforever]

I am always watching your video, and it really helps me in understanding how call center really works. I am now working as an agent, but now I realizer this is not just about answering their inquiries, and it is also about connecting with the customers. I have a lot of things to work more especially about emphatizing. So, I hoping to see more of your content in the future.

[reberomime]

Thank you for the break down I initially didn’t think she was so bad until the break down. Some customers do bring out the worst in your customer service

[noimenacua]

I also encountered this kind of issue in my previous job as a call center agent. You could really understand the customer's situation. They are calling about missing orders, delays in the orders, and incorrect items.

[DRose]

Hi Ma'am, I'm a new subscriber to your channel. I'm really glad that I tumbled upon your vids. Though Im not into BPO but Im currently applying for VA and VAs is a mixed of voice and non-voice. I believe your videos will able to help me polish my English in the long run. I hope you'll not get tired of uploading videos like this coz it really helps everyone of us who loves to be part of BPO and VA industry. Thank you so much ma'am. Please continue to be a blessing. Have a nice day ahead.

[MLBBHighlights]

Just here to share that I passed my Final Interview a while ago and this was the last video I watched from you miss Sheina, it really helped me a lot with my mock call assessment. Thank you so much and looking forward to learn more here throughout my journey. 🖤🖤🖤

[yeyegribbon]

I honestly just found you on social media recently but it wasn't until yesterday that I started watching your videos. It is actually good timing because I was preparing for a job interview for this morning which I already finished. I am confident to say that I did great and that I learned a lot of tips from you! I live in the US and I applied for a job that will use a bit of customer service according to its description. This is not the first time I've done an interview since I've had jobs before but what I picked up from your samples of mock calls, etc. is the confidence and the tone of the voice when answering questions. I am a fluent English speaker (but Pinay here) but if I were to compare my interviews in the past, I didn't sound as confident as today because before, I didn't wanna look or sound cocky to the interviewer. Also I was more nervous in the past. Haha! But after watching your videos, I now understand better that you can be confident without looking/sounding like a cocky candidate. It also has something to do with my personality I guess because I am not mataray even if I try to be. Haha! But I just wanna express how happy I am to have found you because your videos are very very useful not only for people who are in the call center business but for other careers as well. If I were to come back to Pinas, I would definitely try to apply at a call center company. I graduated in the Phils. with AB English course many years ago and I feel like this industry is where I belong! I know there are virual asssistant jobs/customer service jobs here in the US but I haven't ventured on those yet. Now I'm thinking maybe I should.. I'll be watching more of your videos! Thank you!

[justinsingh]

Can defiantly relate to both parties when it comes to the most difficult calls, but its always good to learn and develop from the negative calls you had to prepare yourself for future calls

[jhayjjang]

Gosh, this was the best mockup I've ever watched.

[jasminhernandez.]

Thank you so much for this valuable video!!!! I always receive this kind of calls and this video will help me a lot, thank you!!!!
I love Tabitha emotions!!! 😅 that's how many people behave.

[margaritawelch]

So happy I found this video! The way you broke the two calls down has been very helpful. Thank you again! :D

[norhaniedaud]

I'm so happy!! thank you so much!! Daghan salamat gyud! I was able to pass my interviews and all and now im on my training .. i can't thank you enough. 😍😍😍😍😍😍😍❤️❤️❤️

[rihannaphilippines]

let's appreciate the editing of this video. 😍