How to Empathize in Call Center Customer Service | Scripts, Mock Calls

Here are 6 recordings of customer service scenarios demonstrating different ways to empathize with customers. Depending on the situation that each customer is in, empathy statements can slightly vary. Each mock call contains scripts and explanations.

00:00 Description
00:22 1. A casual mention of an unfortunate event
02:21 2. Emotional/chatty customer
07:00 3. Excited customer
09:00 4. No resolution, verbally abusive, wrong customer
12:37 5. No resolution, calm, wrong customer
15:50 6. Company’s fault
19:28 SUMMARY

#customerservice #callcenter #empathy #bpo #bpocompany

[ashrafsahli]

I'm a customer advisor french speaking from Tunisia and I deeply rely on your videos to improve my english skills as a customer advisor - Thank you so much.

[rodelioramonjr]

This was my request!!!
Thanks Ate Sheena!
Next naman po is how to escalate a call if the client is requesting for a supervisor.

[pearliengcongo]

Sheena you are God sent. As a non native english speaker your videos give me confident in being to express myself. Thank you so much❤❤

[sheaplant]

thankk uu so much, ate sheena! u're such a blessing for us who just started in bpo industry! looking forward to this! 🥺💗

[Momtastic]

thank you so much! I come from the Philippines and migrated here in the US and work in the library setting dealing with customer service, this is a great help for me, thank you so much! for sharing your experiences, knowledge, effort and generosity for sharing.

[viddiary]

The customer who received a cutting board cracked me up 😂😂😂

[qaisarmasood]

You are incredible and simply top of the world. You have enlightened me in every conceiveable way. I have been watching a lot of videos and I nvere resonated with most of them but yours, oh boy. I am so happy that I finally stumbled upon something that means a great deal to me. Now I don't need to go elsewhere. Thanks for such wonderful videos.

[jasminnavarro]

Very timely! I'm currently taking CS training. Appreciated it a lot!!

[mommyrome]

this is the topic that I have been waiting for

[rosasosaya]

Thanks a lot for your hard work. This really help us 💪🏼

[nwanbugudavid]

Thank you !!! Your video is so amazing .I love it !!!
With this tips. Of yours I will ensure all is put into practices .

[annalee]

I've been in BPO industry for almost 2 years now, your videos helped me alot when I started my carrer. Your voice, videos rathered has been part of my everyday life. I'm listening to your videos before going to sleep hahha. Anyway I just want to thank you big time for being informative.. Looking forward for new updates

[elpidioplaza]

Thank you so much for this Sheena. It's very helpful. I would like to suggest for the next topic on how can we deliver bad news in a positive way or how can we deal with situations if all of the options are laid out and cx doesn't want to accept any of it.

[ortegatabitha-ooiv]

Hi, ms. sheena! 😅
thank you for a new video❤
really appreciated🎉
I hope you will create a mock call in the future about financial acc with scenario collecting debt & other scenarios about financial with empathy/sympathy&assurance as well.♥️♥️ thank you so much ate.🤗

[potatopups]

I've watched a lot of your videos and tbh it really helped me so much 💯 you present examples and advices that makes me feel that it's okay and valid not to have flaw free answers during an interview as long as you are sure, confident, understandable and your answers are accurate to the questions. And by that, it made me feel comfortable when answering interview questions, I didn't feel pressured. When I passed the initial interview and i was told there will be a mock call (which ended up to be a mock chat) and i was worried about that, thank goodness we had a break before the final interview so i watched your mock call videos. And you are one of the reasons (if not, the 90% of the outcome) why I passed my mock chat and final interview. You helped in many ways and i really thank you soooo much!!! More power to you 🥰💯

[JoeySniperOfficial]

Thank you so much Ms Candice you've been so helpful for all of us. ❤❤❤

[ronaldvaldez]

you are really good at teaching about call center, your videos are helping me a lot.

[joelmosquera]

Thank you for sharing us all this pretty nice advice I love you❤

[imperez]

Wassup, Candice.!!
Out of all the videos that tackles everything abt BPO, ,
U 're the only one i listen to..
Aside from your beautiful natural way of speaking, , ur whole communication skills sounds natural & not memorized, , also, , this is one of the things that shows even w/tenured agents, , they deliver the memorized spiel like a song..! An ugly, cheap songs.!

[mommyrome]

now watching it, so helpful, I'll have an interview later, and I'm sure I'll be hired. i declare that. thank yo kwestyon videos!