If you need the SHORTER version of this mock call without the explanation, watch this: kzfaq.info/get/bejne/pN5zZLJ4qsCvpKs.html .

This channel is more Useful than the training you receive in the call center 🙂

I know this is just a mock call but this is giving me soooo much anxiety haha when I was a newbie and took my first live call, this was the exact situation I had to deal with and had to take a break after that first call because I broke down. You're great Sheina!!! I keep learning because of your tuts.

I'm a call center veteran but still I am learning a lot of new things on this videos, Thanks for the tips.

Poor Candace. That face at the end of the call was priceless. How many of us CSRs have had to deal with this type of call. Subscribed.

It happened to me once…. I shouldn’t have done but I did it… Customer said “I am closing my account and going to a different bank” and I said “I think you should do that…” 😂😂😂😂😂 Customer hung up…. 😂😂😂😂😂 My manager almost killed me after hearing the call, but I didn’t even think, I just responded…. 😂😂😂😂😂😂😂😂😂😂😂

wtf reality kills😊😂😁the situation was really complicated and challenging. The same time Cx was so annoying and unreasonable. But overall candace demeanor was firm and up front; at the end of the day you get a DSAT for this kind of Dead end Call take it or leave it. You have no choice😅😏. On the latter part of the call Cerceis was really annoying and you kinda want to retaliate after those sarcastic words she said. btw i listed down some additional words/ Vocabulary that i consolidated for todays very interesting and informative one. Here were those ff words/ Vocabulary😅 1. lo and behold- use to express wonder/ surprise 2.Calibrate- to ascertain the caliber of something 3. Monotonous- uttered or sounded in one varying tone. 4. Monosyllabic- Consisting of one syllable. 5. Pay Up- To pay what is due 6. Sugarcoated- To make superficial or attractive 7.Boilsdown- To reduce ultimately 8. Reiterate- To state or do overagain/ repeatedly 9. Ballistic- Extremely/ Usually get wild, excited 10. Pacify- To allay the anger or agitation.

Kakainis mga ganyang customer. Thank you ms sheena for uploading this video. I learned my lesson here not to always apologize for the customer's mistakes.

I am now at the nesting stage and I've been receiving a lot of irate customers and when I impose the policy they always want a supcall and it was really hard explaining to them about it and now I am watching your videos about it. I u are really helpful since I am a newbie 🤧

I really love your voice and enunciation! Not skipping ads as a way of giving back for all the knowledge I've learned from watching your vids. I have a mock call/final interview later. This really helped me to have better idea how to handle a call ❤️

This channel deserve a million subscribers ❤❤❤ very useful channel to all call center agent esp to those begginers😊thank u Shenena we love u😘😘😘

At the call center where I work, you would literally get docked points in QA for just using "oh" to display empathy, etc. Some of them are so strict in what they expect for call flow.

85% of my calls are the customers that want to rush off the call. This video is helpful. Thank you 🙏

This was the test that I failed to pass from my final interview 😢😢😢 I really hope that I saw this video sooner.. but I am thankful of this channel for giving me the information and tips that I really needed. I will definitely try again.

Will be starting my mock call later. I watched your mock calls and somehow i feel ready. I hope I passed the mock call. 😭😭😭 Thankyouuuu for these vids, really helped me ever since applying.

I've been binge watching all of your videos since last week since we'll be doing our first live calls tomorrow, it's making me anxious and your videos helps familiarize myself for what will I encounter 😊

Holy crap I just got a job at Lowe’s and your hitting everything spot on! Tone of voice probe empathy

Your impressions of the customer are so good hahaha. You've obviously done this a long time! Love this, great tips. Thank you!

Hello!!! I discovered your channel in October and by this day started watching you, my English wasn't good, I followed your advice and I'm better now, I have watched all your videos, I had lots of advice. Thank you so much.

that's why i love your videos here, because i'm csr too and when my Supervisor is giving me a coaching session, she needs us to give more emphaty and "Oh" and even if you sounded like you are really concern is not enough for her.

Love it. Thank you for helping us all aspiring Call Center Agents

I'm a supervisor at a callcenter, and the escalations where the guests don't get off the phone and keep repeating the same thing is stressful and annoying. I have to work on things I know, and I've gotten better, but this helped a lot. Tone of voice and not striking back when getting insulted is hard. Hopefully, I can do this because I agree an even tone (sometimes going into robotic should make a lot of those calls shorter, and not never ending.

You sound both street-smart and book-smart! As of now, this video is the most anxiety-inducing regarding handling customers that I watched! But this is very knowledgeable and eye-opening for an applicant like me.

This is wild. We should watch this at my job. It's so good 👍🏾

Wow! The last part of this mock call is really challenging! And the way it absolved was smooth and bouncy🤠

Sheena You are great!!!! Love your advices and the way calls are conducted. Again congratulations!!!

Hahaha, you killed me when the customer said: "Do you see the maths"? Thank you so much for the efforts you put to teach us. I am going to start my training next week and I think that your videos have helped to clarify what I am going to encounter and how I should handle it. Greetings from Colombia.

Thank you for this video, im working on telco account and that's one of my Opportunities it's really hard for me to explain the bill and face some customer whose upset of getting a high bill, and by watching your videos i'm getting some ideas on how to assist them.. Thank you so much ❤🤗😀

my first time to handle a sup call was really bad. This is really an informative content.

Amazing! Just that! it's blow-minding what you do ! Love it

You are really resourceful. Thank you for the knowledge. I will be already having my training for a financial account and your videos would definitely hep me along the way. I also admire the way you speak. It's kinda crystal clear comprehensive and outstanding fluency and pronunciation.😊😊😊

I learned a lot from you I like your accent and the way you talked looking forward to your next informative videos thanks a lot God bless..

Imagine being this irate over $3. Like, I'm broke. I'm super broke. I wouldn't even do that. I know I'm going to have to deal with situations like this soon and I'm not looking forward to it.

Hi sis. Thank you btw. I am now almost 4months in my job because of your tips. It helped me a lot and I didn't regret hearing your knowledge about this job.

Thank you so much Ms. Sheena for another upload. Lovelots!

On the contrary, thanks to you for posting videos like this one. They are really very useful for those who want to work in the BPO-Call centers industry. Thank you very much. Greetings for Nicaragua.

I really like the all your video, just notice from the conversation during the mock call around 27:42 mins that the company policy is since 2020 instead of 2010, it's means that I slowly develop my listening skill that because most of your video I've watched. Thank you and God Bless Candace.

Helpful tips! Thanks for sharing these Sheena. Salute to you!

I really loved watching your videos Sheena / Candice! I'm a newbie and starting my training tomorrow. Thank you for your videos it really lit up my confidence. Since i'm avoiding to speak in english, 'cause i'm afraid of criticism that i might get for wrong grammar. Thanks to your videos maybe i can get better sooner or later. ❤

Thank you so much for this,your videos serves as my guide throughout my call center journey.

Quite helpful, certainly if I had this in 2019, I would have been really equipped to assist these types of customers, continue to provide these scenarios they are very helpful, I appreciate it very much.

Thanks girl for the all information that you giving us to be honest it's help me to improve my communication skills in these kind of calls, I would like to say that is huge important handle the situation and don be stressfull.

Thank you I learned a lot about mock call. The situation between CRS and irate customers.

i've learn a lot from you, thanks for all the video that you've been made!

¡El estornudo! 🤧🤣 Morí de la risa con la cara de "Candace", es lo que estoy temiendo que me pase ahora que voy a empezar a trabajar desde casa. 🏡

This is really helpful, by the way. I also watched you from the Rea Ninja channel. You guys are awesome. I love your takeaways. Thanks a lot! More power!

Your video helped me a lot. And luckily I passed the final interview and got my firt training on Monday.

thanks sheina, receive a great and grateful hug from Cuba

The customer was asking me the same questions for the 5th times and she got the same answers from me and at the end are you a robot or something 😂

I love this channel. I imagine myself screaming inside when I heard those insults. There will be even more terrible insults so I have to practice being unaffected 🤣

i love listening to you. clear and precise explanation. Thank you!

I wished I saw your videos and mock calls, repeatedly I was told I had to show empathy but was not really explained how to do it, so I wouldnt get good marks from the qa team, I am not working in a call center anymore, but I still watch these videos to learn how to talk to customers. Thanks for all the information you share in such a pleasant way.

Hahahaha that's so hilarious the competitor's name is power down 😂. 10/10

Thank you so much for your help , because of you I gained confidence in talking with USA customer because they are so disobedient, ungrateful ,rude disrespectful when they gets angry their english becomes very fast I finds hard to understand their word because that is not my mother language and when we give them the valid information of their order they says"there is a language barrier/english is not good/ I am having a hard time to understand you " These kind of bullshit things, Rise and shine lady because of you I gained confidence to deal with these angry customers

I consider that depends the customer, good video, was incredible, I learned about mock call, thank you

Thank you so much for sharing Candice, i find it really helpfull. God bless you

Thanks a lot too I love watching your videos than anyone else because I can see the sincerity, simplicity deep inside you how you give tips and advice Looking forward for more tips and advice from you God bless 🙏 😊

I wish I can control my anger with this kind if customer specially of my voice. Just got started my training very helpful your channels.

I'm already in my nesting period training today was my second day of taking calls... gosh.......!!!! as in.... i cry a little bit😩but I want to get into this job because i want to prove myself that i will improved.

Kudos to you Candice! Absolutely you did a good job. All thanks on sharing your knowledge More power! and my G.O.D bless you!

The content is extremely useful and it take customer service skills to the next level if being followed properly

Your videos have helped me a loooot. thanks for all the uploads! Finally applied a few days ago and i'm excited and a little scared for the interview 😣🥺

When I was watching your video i was laughing because now i am experimenting the same issues with customers... sometimes you have to explain it to them with apples hahaha

Thanks for what you doing and GOD bless you more ,more and more.

thank you! your videos help me a lot! God bless you

Wow! Sana may sample written script for this..galing nman..thanks for this clear informative scenario! More power sis!

Hi mam Sheena thanks for the information. It will help me a lot since I am planning to enter the world of call center. Thanks God bless

"You have all the time in the world yet you paid late" My feminine urge to be sarcastic.🤣

I WAS SERIOUSLY WATCHING THIS AND TAKING ALL THE NOTES THAT SHOULD BE LISTED AND THEN AT 28:20 YOU MADE ME LAUGH. YOU HAVE BEEN SO HELPFUL! AND I WILL BE FOREVER GRATEFUL FOR ALL THE TIPS YOU HAVE GIVEN AND SHARED US. 🤗

This kind of content is so great!! U should start a podcast channel too. 😊

Thankyou Ms. Sheena for this video nakaka relate talaga ako dito kasi for our account in logisticS we always deliver bad news and most of the time resolutions is not in our end..kaya struggle talaga to manage my AHT..Sana po more videos pa with diffrent scenarios..God Bless po❤

I was planning to apply as a call center agent and watching your videos really helped me❤

This channel combined with our trainer Bryan, more useful.

i am very thankful on your channel's videos i think i can passed my interview tomorrow. again thank you and i appreciate everything. i hope to see video for those like me that's already seniors at age.

it’s 2023 still thank you for this 😊

Wow! Thank You very much for this video!

I already passed the nesting and that’s with the help of candice though there may be a lot to improve, but still I’m so grateful for your help

Wow, your video is really helpful and informative for me. I want to say thank you 🙏 🙏🙏 and hope to see more useful contents like this!

Love youuuu ate! Salamaat sa short videos na mga content mo.

This is sooooo sick thankyousomuch for the ideaaaaa thankyou 100%

i just subscribed...thank you for your videos!

Amazing video . A lot of information in all the videos ...

i love you candice/sheena..i really admire u.i passed my language exam by watching your vedeo.thank u so much

you are a real beauty 😘 i admire you bigtime! thanks for all the help

Legit yung reaction mo candace😗😂

I really loved this technique 🤣

I hope someday i can apply this tips if i will work in a call center 🙂

I believe I'm in love with you now Candice! ✌️ peace 😄 The mock call conversation was really amazing and very informative. I learned a lot!

I am waiting for my mock calls right now, and very close with this issue, thank you. Btw this is my first time.

Very helpful !!!! keep it up!!!!!!!!!!!

Naloka ko don sa umubo hahaha 1:16 😂😂 Anyway, love this channel!!

❤I appreciate your help and time. 🎉 I'll be working for an financial champing soon and I don't have enough experience in , however your videos are really helpful. ❤❤ ❤

This is very helpful for me as a newbie

Grabe ang galingggg🥰

I got this calls lots of time but this was not on the training manual, you just have to go with your guts and common sense. In every irate customers situation you kinda learned something from it.

Another informative video💖💖💖

I learn a lot of your vedios thanks..

I found your video very relevant for contact centre

Very realistic ung call haha... SA telco talagang gantong ganto ang marereceived mong call haha.. Relate much! I wish I'm that confedient and good to deliver the bad news..

me too..thank you so much forvthis wonderful video...