Now I realized how hard to be a call center agent. My respect to all call center agents out there.

This call is so realistic. Every call center agent will definitely can connect

Customers fight for everything, they will always want to be right and some of them are so miserable fighting and arguing for a 10usd promo code 😂😂

You're video is definitely a good help not only for newbies but for those tenured agents who still rattle/ mishandle this type of customer. I'm so grateful that your channel exist to help me keep in track 😊

Lesson: If you let the customer speaks too much, then the customer owns you. An agent must be firm with his words.

I left the call-center industry and my mental health improved. Not only you have to deal with rude customers, you also have to deal with the long-term health issues of working in the night shift.

This mock call is so close to reality! Bravo!

Her contents definitely deserves more recognition. Her portrayal of call center scenario feels scary but this is reality and it will make us prepared before we encounter irate customers like these. salute✊🏻

THIS IS SO REAL!! for those experienced agent, you feel this! right?😂😂

This happened because the previous lazy agent didn't took the time to look for details in the invoice and leave the issue unresolved. But the cust saw that as an opportunity to get away with the voucher. This is very common

6 years in TMobile as tech support. Finally, signing off this end of month. It was too late to realize, I've lost my sanity for 6 years. It was never good for my mental health. Gave everything to these customers but they will still rate you zero. Just so you know, if you rate 0 to the question "How do you recommend TMobile?", you are rating 0 to the agent's whole team. Maybe 60 people or more. Agents are not only stressed because they got zero but they are also stressed because the whole team is going to curse him.

This was the kind of rude customer I had earlier 😭 customer is verbally attacking, then backtracking their words saying "I'm not attacking you personally its the company you're working for, even if I'm saying you I'm talking about the company" I've worked for TSR for 6 years and due to redeployment became a CSR, I feel quite loss, thank you for your video it's very informative and I'll probably need to watch it for 30+ times now

The fact that it is her own voice that she's arguing with and the reaction is super real.

Omg! Tabitha seems like the customers I’m dealing every shift. Same words.

Title should be *How to deal with Karens*

Wow! This is really so realistic! I heard those exact words from an actual customer 👏👏

This girl did such a good job. Her facial expressions were on point too. Great Job!

I REALLY ADMIRE YOUUUU😩💕 BECAUSE OF YOUR VIDS I PASSED ON EVERY ASSESMENT AND I AM NOW ON TRAINING 💕 YOU DESERVE A LOT OF APPRECIATION 💕 SENDING VIRTUAL HUGS FROM YOU MS. KWESTYONNN THANKYOU SO MUCHHHHHH!!💖

Wow this is one of the most accurate mock calls that I've ever seen! Great job!

Compared to most of the abusive customers I have dealt with in Logistics over the last 15 years, this customer was a calm and respectful individual.... again, comparatively. I'd love to see a truly aggressive and abusive customer call.

It was a great mock call...I was amazed how the agent stayed calm and trying to solve the solve the issue professionally.

I'm not all the way through yet. I can tell she's/you are experienced, but the first day of my training (and this advice served me well over 2 years) is that you empathize, but NEVER apologize. Apologies can make an irate customer worse.

Added to favorites, because I MUST rewatch this when there's a need to understand more on how to deal with an irate customer. This is the demonstration we need to see especially for those beginners. I really love how you deescalated the situation, compose yourself, and how you try to keep the conversation moving, since that's always the problem I see in the production floor, even on me. When the customers try to take authority over the call, we tend to over empathize and get stuck with it. I have to rewatch this if ever I forget my takeaways in here. Thank you for this video, Kwestyon.

Geez! I missed working in a call center challenging, but once you resolved their issue, it feels great. I can not believe that I'd stay in the call center industry for six long years. BTW GREAT CONTENT! Very detailed.

Grabe lalo akong Humanga sainyo on how you handle such a Presured Situation, this Person deserve much more followers and subscribers, his Videos are really worth to watch and much to Learn with.

I left this job with anxiety and heart problems. God bless those that do this long term. 3 years was enough

Best ever call centre videos I come across my whole life! The woman with impeccable English, stunning personality, razor sharp knowledge, eye for details , and the great ability to cover every aspect of scenarios inside the call centre.. simply out of this world!!

I work in customer service as (receptionist) it's a part of the job to encounter this type of customer. You can't avoid this to happen you just need to deal with it professionally. Unfortunately, it is not only happen in calls but counter to counter. My Restaurant Manager once said this to me that, " Don't let them control you, you should control them." She said those not to take it personally and handle it professionally.

I am a call center agent myself for 3 years already. Encountering these kind of customers is really toxic, that is why I have VERY HIGH RESPECT for people working in customer service especially in call centers. That is why I never believed in the saying "CUSTOMERS ARE ALWAYS RIGHT" - They have rights but not always right

I like da way candice do her mock call it's so realistic though it's just an act out. Her expressions seem to be real More mock calls

This brings back the trauma I had in my previous job. It was a telco account. For a newbie, all of us struggled. Good thing that this video showed up, we can see what we can improve on. Thank you so much!

Thank you! I love that you had emotional in your voice (towards the end of the call before hanging up) because you are not a robot.

I found myself invested in the outcome! hahah! Candice for the win! this is super relatable can't tell you how many times I've experienced this happening at work.

Hello Kwestyn, When i was preparing for my Call Center representative interview last month, I watched loads of your videos. By God's grace, I got the job last week, your videos contrinbuted alot. I am thankful. God bless you and keep making rhese videos. I would love to say

What crazy this video! About 7 years ago I worked for an international call center, in a campaign in Spanish assisting Latino people from USA in activations on modems for internet and cable boxes for TV. Several times, I had to calm down to people very rude/ impolite. They didn't understand the work procedures to offer a good customer service. Congratulations for this work and video.

I've worked at a call centre for almost 5 years. Oddly enough, I've only ever had to deal with 2 abusive customers that resulted in disconnecting the call. One of the customers had their number black listed due to threat of violence. Other than that, plenty of irate customers. I let them talk it out, confirm what they have said to me to show that I am understanding correctly and then offer the solution. Works pretty well for me!

this is more informative than the trainings i had before\

Superb job with this video. Mann I remember the hard times I've had with such calls. Eventhough I've handled those well, I still remember the bad mood or such low vibe and feeling bad on such a day. This video reminded me of those feelings. It's so real.

So real. The customers always want everything for free. I'm not sure what is wrong with them. A very stressful job.

Her facial expressions are exactly the same as in a real case.💯👏

This is really good interview prep! Thank you for making this. I've been in customer service for 15+ years in restaurants, but I'm trying to transition to customer success / support in tech, and these types of scenarios often are role played during interviews. Since I don't have direct experience with THIS particular type of interaction, I often say the wrong thing, or spend too much time in empathy mode. Again, thank you! Subscribed :)

I love the accent and the call flow was surreal! These kind of video should be use for call center training.. kudos Kwestyon 🥰 thank you for making videos for BPO peeps :) and for aspiring BPOs :)

This is just pure gold, i'm getting better every single day, thanks for the videos, and blessings.

Hi Ms. Sheina. I really admire you. And to tell you, you are one who helped me a lot during my application to my first BPO job. By watching your videos, I got a lot of ideas on how to handle customers, getting some techniques. And I am happy to tell you that I am now on my 6th month on the BPO company where I am working now. I am now a regular employee. Thank you so much. And I will keep watching your videos💕💕💕

I came here because I'll be a call center soon. This is helpful. Thank you

hi bestie! i watched your videos last last week to prepare myself for the interview scheduled last week monday and luckily i passed it and now i'm getting ready for my training this coming monday. i just wanna say thank you so much for giving me courage and lots of ideas about working in this industry, i owe you a lot! god bless youuu! 💘

Thank you so much for this Ms. Sheena! I've experienced a lot of this calls so I did not know how to cut off the conversation every time the customer becomes irate and upset. I wanted to lessen the call time recording to my calls because they keep blabbering, I'll take note of this one ❤❤

I have this type of call then i just issued unwarranted refund then it was audited by the client hahahaha then i always trigger the customer for sup. Call because i really dont know how to handle this type of call haha. Thank you for this video, superb! This call happens normally on a live call and this is the best example that i've watched so far

good call! I get 3 - 5 shitty calls in one shift. And, I am just glad that the company is paying me enough not quit.

I really love how you deliver it clearly and explained it clearly...All of your videos I watch helps me a lot. Keep doing it to help others. Thank you so much. If I would be given a chance, I will ask you as my coach where I can easily adapt your coaching and share to others. Good job

I can relate to these, whenever I take calls I can't help it to be nervous. I am praying always to not deal with this kind of clients.

This is exactly what we experienced. Your tips handling irate and abusive customer, i think it's very helpful.

So realistic and helpful, I'm a trainer in the largest call center in Egypt, we are handling local and off-shore accounts. I find it so helpful for me and I'll recommend your channel to all agents so expect a large number of likes or subscriptions, you deserve it. I have checked many videos but yours is the most helpful and realistic:)

You are so smart. I just love how you think hard things be fixed so easy. I admire you really..

I’m glad to have found your content. Amazing work!

i love yah candace .. you inspire me , i want to work in bpo industry after i giving birth .. for now im just listening and try to understand the flow of mockcalls because many employee gets failed in this assesment. so im afraid to be one of them ...ilove your accent and how to speak .. its totally natural ..

thank you so muuch for your videos! I got hired and will start training this Monday May 3 😍 and now I’m watching your mock call videos for some knowledge

Im an esl teacher and i experience students who are mean and everything thank you for reminding me to be professional and have empathy 💖 Keep it up candace!!

I'm planning to apply a call center but before I want to learn more about cc in KZfaq and I found your channel thank a lot for sharing your knowledge to us. .

Hi, I'm new here in this channel and with the first two videos that I saw I knew that you do an excellent job, thank you for this amazing help. Keep rocking.

It is very worthy to follow this channel. Very detailed explanation.

I'll be having my interview later for an amazing BPO company, thank you for this!!

Words can not describe how helpful this was thank you thank you thank you

The situation on the call, is something any call centre agent can come across, and be surprised. This video was clearly expressed how such unexpected calls are to be responded. Great video.

I'm so thankful that this channel exist it's really help for those new in costumer services and you deserve more subscriber i'm glad that i discover your channel 💕👉👈

This is very informative and educational for us new to the BPO industry. Keep it up pls.

I love this mock call! You are awesome!

Your such a great agent, I've learned so much with your video.

thanks to your video i past the interview and I'm on the training now but still watching for more knowledge keep it up 😊😊🙏🙏

The customer's email had me dead lol.... Thank you! this video helped me a lot!

Thanks a lot for this kind of videos, I was working in call center and the mock calls were the calls more difficult for me , now I'm learning with you how to handle them.

This is pure gold! Thank you so much for your assistance ❤

Same experience for a retail account here😁 Voucher's, discounts, and the policy's should be discussed to the cx bec. some of them are not reading T&C's. Glad to assist UK cx , they are lovely and less aggresive.

Whoah.. This is heart pounding!! O_O Salute to all Call Center agents!

Thank you for putting this up, very helpful.

parang ito yung kauna-unahang video sa youtube na di ako nag skip. Thank you so much po for this♥️

This is very informative. Thank you.

Thanks for the video Miss Shaina..I love how to handle the attitude of your customer...hats off to you for your patience..

Thank you for making videos like this it's really help me as I newbie in call center industry

Omg!!! Ang galing i was really amazed on how you validate customer's emotion, very empathetic and gave resolution to the problem, customer isn't always right talaga... Labyu ate, kudos! 😊

You are so amazing! But I almost collapsed when I saw someone's head behind you at 15:39. My heart literally went whoops keri whoops! my geee!!!

That was brilliant. Thank you! You know your stuff 👍

i loved this mock was the most exactly one that i have ever whatched, keep it up, a new suscriber forever

Yeyyy new vlog..Been waiting for this !Thanks Sheena❤️

i worked for a BPO company for almost two years and i just recently quit in may. but gurl, you’re so good. 👍

Such a great help! Thanks Ma'am!

Absolutely awesome!!! Thank you so much!!!

It is so hard to handle like this. very challenging talaga kapag call center agent ka iba't ibang costumer ang makakausap mo

Hi miss kwestyon. Thankyou for giving me confidence because of your videos and tips, I get to passed all my interviews and blessedly had sign my JO. And now, I'm currently waiting for my training and I keep on watching your videos for more tips on how to survive my journey in this kind of job. Continue to enlightened newbies, Godbless you 💖

That's amazing ! You help us a lot. I love u.

Candince you are awesome!!! Good job and thank you for sharing your experience to educate others! ♥

I can feel the irritation haha. Customers like this are so freaking freaks.

Oh my goodness im almost having a heart attack🤬😡😅 well done! This seems so realistic. Everyone working in the CS field must learn from this video. 🤩

I’ve been an agent and I’ll definitely tell her more firm words as “ SCAMMER “ customer. And likewise tell her SAME TO YOU as she’s cursing me. 😒 The call is recorded and that is just too much. PS… I have more irate calls than this. And directly inform my caller that calls are recorded and if lawsuit is applied, it could just return to him… Abusive callers are usually western calls. Very abusive. And sometimes you have to let them know that NOT ALL CUSTOMER IS ALWAYS RIGHT…

This is was my first time watching you but I was really amazed how you manage your own clients. And by the way I love the way you talk I really love it 🤗

These videos are sooo helpful. I'm starting in a (remote) call center position soon and I'm excited but nervous about these kinds of people, as it's my first job. :')

Excited and nervous at the same time for my Virtual Training this coming week. 😬

Great videos indeed. As a tenured agent myself , i am learning new things from your channel. Just subscribed now and will be looking forward for new videos.

This video is super amazing!! 🥰🥰

Hi Kwestyon! Thank you for providing a great example on how to handle verbally abusive customer. It's so important to maintain composure no matter how pissed you are with unreasonable customers. And having videos such as this helps aspiring CSR land a job in contact center. Thank you. RRA CCS NC II Batch 14 Mr. Wilson De Leon Ortiz