Lost Parcel Mock Call Sample

Here's a detailed breakdown of Claire's mistakes: https://youtu.be/bveFPRmF-xM

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!

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

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)

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.

Thank You so much, for your commitment.. I left My previous job working in a call Center, I'm listening your videos again like the first time I got My job.. I appreciate your videos.!!

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.

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.

I would always recommend your channel to my friends and new hires....☺️ thank you so much for all your tips...🌼🌻🌹

This is an excellent training video! Keep up the great work.

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 💖

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. 😂

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).

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 👏👏👏

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 love Candace even is too polite and knows how to play 🤣

Great explanation! Thanks so much, Sheina. I love your videos because I'm learning new skills and much more... 🙂

The way she audibly whispered "dafuq" had me in stitches

thank you so much for these videos.. i highly appreciate them all..