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hi guys welcome back to my channel i'm sheena and in today's video i'm super excited because i'm going to do a mock call or a call simulation and that means that i'm going to act as the call center agent and somebody on the other end of the line is going to act as my customer and by the end of this mock call i'm also going to be discussing the call flow and the seven steps that you need to do when you're assisting customers over the phone so let's begin okay so i already have my headset on although i'm gonna be using this microphone because it will cancel out the noise from my neighborhood the cats and the dogs and my neighbors singing but i'm gonna wear this headset just to feel the call center agent vibe thing going on okay let's begin hi thank you for calling power up company this is candace how may i help you hi candice so i'm calling because you guys overcharged me um my subscription to you guys is supposed to be a flat rate 30 dollar per month but for some reason i am seeing 33 on my paper bill for the month of july so i don't know what's going on i would really appreciate an explanation on this sure i'll be happy to pull up your account now and check the billing details for you can i have your account number together with your first and last name sure it's one two three four five and my full name is joan williams williams thank you joan just give me a few seconds to pull up your account it was for the month of july this year right july 2020 that's right okay let me see that okay i have your account pulled up now and i'm only seeing a 30 charge for the month of july this year could you recheck your bill and review the amount no that can't be right i am literally holding my bill right now and it says july and it says 33 dollars in big bald letters so maybe the charge was moved to june or august i don't know all i know is that you're overcharging me and it's written on my paper bill yes joan i also checked your other month's charges this year from january to july 2020 and all of these months you were only charged 30 let me just check further though your last year oh although i i am seeing a 33 charge here but this was way back last year on july 2019 would you mind checking the the year of the billing paper you're holding right now oh oh my god candace i'm so so sorry to have wasted your time i really thought this was a recent bill no don't worry about it joan you're fine this bill was literally on my table this morning i must have dropped it when i was throwing garbage this morning so embarrassing my bad oh no problem it happens i mean it happens to all of us you know [Laughter] i know right anyway candace i won't waste any more of your time and thank you so much for your patience you're welcome joan is there anything else that i can help you with today maybe no that's all candice i won't waste any more of your time have a good one have a good one joan thank you for calling power up bye bye candice okay that was done huh all right guys so that was the mock call as you probably noticed that was very short and simple and i did that on purpose because in this video i am going to discuss the call flow or the seven steps that you need to do when you're answering or assisting customers over the phone okay so basically there are like five sequence in a call flow there's the opening there is the probing or asking questions and there's the research and then there's the resolution and then closing the call that's number five but instead of discussing those five i am going to discuss the seven steps that you need to do when assisting customers over the phone i think this is easier to understand because these are verbs so these are instructions so let's say for example that you're lost you're just you feel lost and you don't know what to do during a call you just refer back to this guide and the guide will tell you where you are during your call and what to do next so think of this as your map when you're in a mock call or when you're talking to a real customer for that matter yeah so let's begin so the first step is open the call how do you properly open a call so first you have to state a greeting you just have to say hi hello or good morning and then thank you for calling the company's brand name and then you have to state your first name so that the customer can address you properly and then how may i help you so in this call it was hi thank you for calling power up company this is candace how may i help you that's all you have to do now depending on the company the how may i help you could vary sometimes it could be hi thank you for calling this company this is candice how can i make your day better and it really depends on the company maybe they want to customize their opening call and that's fine too but how may i help you is pretty much the standard you can never go wrong with it so you're fine okay so that is the opening now let's go to empathize or assure or both i just said sure i'll be happy to pull up your account now and check the billing details for you so that is like a one sentence assurance that i will i am going to help her did i have to empathize no let me just insert this here and explain the difference between empathy apology and assurance so when do you empathize you empathize when you're saying sorry for the customer but it's not necessarily your company's fault for example you're saying oh i'm so sorry to hear that that must be really hard for you that is empathy but what if it is your company's fault that the customer is experiencing an issue in that case you need to apologize to the customer you just have to say i apologize for this inconvenience that is apology that is owning up to your mistakes you obviously you don't want to apologize when it's not clear or you're not sure or it's just plainly not your company's fault that would be owning up to a mistake that you didn't commit that would be bad because the customer would think that it is your duty to fix that even if it's not your company's fault and then we have assurance this is applicable when the customer is only asking for an information she just wants an answer not much emotion involved from the customer and this is the case in this mock call the customer was just asking a question and she just wanted her question answered if there's any emotion it was a little bit of confusion but in the end it was her fault so in this call assurance was enough i did not have to empathize and certainly not apologize next number three number three is confirm the account confirming the account of a customer is very important you don't want to miss this you don't want to forget this if you don't want your grade your mock call score to be deducted this is very important for security purposes because you really want to make sure that the person you're talking to is the owner of the account and so you should never never forget this now obviously there are situations when you don't have to confirm the customers account and that is if the customer doesn't have an account with the company but in this call the company the customer actually had an account with the company so in this case i asked the customer to confirm her account and so i asked her about her account number her first and last name step number four is probe or ask relevant questions if applicable probing guys is when you ask a customer a question in order to gain clarity of her situation of her question of her concern and in this call i asked her it was in the month of july this year right july 2020 and that in itself is an example of a probing question because um when she said july at the start of the call she didn't really say 2020. and me i didn't want to assume i really need to make sure that she's talking about the correct year and correct month then i ask her whether or not she's talking about july 2020 and so she said yes so that was probing also guys i also want to remind you that probing in some situation is not necessary because pro you only probe you only ask questions when you don't fully understand what the customer is asking when you don't fully understand her her concern when you need more information that is a time when when you need to probe but there are situations when the customer's concern is really just one simple sentence and you can just answer it right away then you don't have to ask questions you only need to ask questions when you don't understand fully the customer's question or situation or you need more information but if you already understand what the customer is asking 100 you don't need to ask those questions usually when i when i call some call centers and i ask them a really simple question like okay how much is the cost for this and then the agents ask a probing question and ask me back okay just to clarify ma'am you want to know the price of this package but in that case you don't really need to ask a question you don't really need to ask the customer the question because you already know it's very simple you just have to answer right away and yeah and this this is one of the those cases when you don't really need to probe all the time probing you you only need to do probing you only need to ask questions when you don't know all the information that's it okay so step number five is solve the problem or answer the question self-explanatory this is where you answer the customer's question after gathering all the information this is where you give her the answer or if the customer has a problem this is where you give her the solution or if the solution she is asking for is not possible then you can just give her an alternative resolution so the resolution part during the call was when i told the customer that there was no 33 charge on the month of july 2020. this is the part where i informed the customer and i was able to answer her question so this is the resolution part and then the step number six is offer additional assistance this is very easy this is just a one simple sentence but if you miss this um you will miss points as well i was a qa before for two years and every time an agent forgets to offer additional assistance then it's a minus 10. that's big that's a substantial deduction so you don't want to forget this it's very simple you just have to say is there anything else that i can help you with today and there it is you earn 10 points the importance of offering additional assistance is that you're basically telling the customer that hey i am here and i'm willing to help you if they have any other concern it makes the customer feel heard and feel that she matters to the company and that's only one sentence but it's very important in customer service is there anything else that i can help you with today very good very important don't forget it and the number seven and the last part of the call is to close the call to close the call you just have to say thank you for calling company name and have a good day that's it done okay guys so i am done with a mock call i am done with the call flow in my next video of mock calls i am going to make the customers a little bit more difficult their situations and problems a little bit more complicated and the call a little bit longer because my goal for making these videos of mock calls is to expose you to different scenarios to different personalities of customers so you will basically have a realistic experience of how it is really to answer calls over the phone you probably also noticed that i did a little bit of edit with my voice the customer that was actually my voice the customer's voice was actually mine i just edited a bit to make it sound more different from my voice i also edited and i also edited it to make sure that it sounds like the customer is talking through the telephone because it will help you guys it will help you once you're in the floor and you're handling a mock call or an actual call from a customer you're gonna get used to it and you're not gonna be as anxious as you would be then when it's your first time hearing that kind of setting and if you just got hired or you have no calls and experience and you want to pass your call center training maybe you already passed your call center interview and you just really want to improve your call call handling skills subscribe to my channel because i am going to be uploading around maybe 10 to 15 videos of mock calls different situations different scenarios different customers different complexities of problems so pretty much by the end of these videos you should you should have a good foundation of course call handling skills so make sure to subscribe to my channel click the subscribe button below and don't forget to like this video and subscribe that's all guys okay bye i'm hungry