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Argue signature service request
hi this universe how can he make your day better don't try to be all nice to me no you can't make my day better oh my gosh [Music] hi there ninja welcome back to my channel this Israel once again and you are watching call center ninja share with your real stories and tips to help you begin and join survive your call center lifestyle so if you're new here please consider subscribing by clicking the red subscribe button down below or tap the bell for notifications and today I am very excited because I have a special collaboration with one of my Clinton fader friends today her name is psycho dog from psycho viki.com and she also has a YouTube channel psychology so this is a special collaboration and today since our topic is about having I read or difficult or any customers I want to have someone to do the the role-player the mock calls with me and psycho did it for me yes by the way guys I'm psyched any of them oh you can call me psycho and I do parade you didn't like some video so makeup tutorials and all the beauty and stuff so you can learn it from my channel as well so I hope you're going to visit there and watch our video there with miss ray as well and we did a lot of stuff now on keep guy and among stuff I just want to ask psych a little bit of information about when she started as a call center agent previously and how is her experience handling irate customers so what can you say about their experience before when you had a an irate customer because I'm sure it a thought that you handled was very toxic mu oh he can ask anyone and one who worked for this account they will really say that there are a lot of irate customers so she probably got used to it eventually yeah I have to be honest I did pry and the first time that I have the irate customers because I'm a newbie by that time I knew the call center industry as represented they say yes and later on I did manage my emotions yes emotion and I get used to handling irate customers because every day on the account that I'm handling every day you're going to incur a lot of irate customer so it's just a blessing if you can handle the client so whole day maybe you can handle ten to fifteen irate customers you need to get if you're planning to have this yeah so today I am going to give you five top tips on how to deal with irate or angry customers tip number one do your best to not take it personally you have to remember that your customer is calling most likely because she did not receive the kind of service or the level of service that she thinks she deserves from you or your company well I have to say though that this is a different story from when it's you as the agent who cost the customer to be frustrated it's a different story and we're not going to talk about that today but um in some case you're in most cases your customer will call it because they didn't like the service and it just so happened that you the beloved customer service agent is the first in line the first point of contact to explain to the customer what happened and how do you do that how do you not take it personally first you have to have a positive mindset you have to look at things positively instead of thinking of that situation as it burned into you instead of saying okay this is going to be an irate customer you have to turn things around and make things positive so instead of thinking that it's a burden you have to think that it is an opportunity for you to help the customer in his or her of concern or issue you have to have a positive mindset in a way that before you take costs you already have that in your head that I won't take this call personally whatever happens and of course you also have to deliver your lines and your messages in such a way that is not offensive to your customers even though you yourself feel that the situation is kind of unreasonable because maybe your customers shouting or is yelling at you [Music] Miss Universe how can it make your day better you can't make my day better you just ruined my vacation okay I can tell you're frustrated Miss Universe and I totally understand how you feel rest assured that I'll find out what happened and help you find a resolution right away well you better be because I'm never going to book a flight with you again tip number two show the customer that you care and if you notice it's raining right now so you will hear the rain from the background but let's view so it is very important to show empathy statements every time you encounter an irate fourth of an angry customer okay there is no better way to show anyone that you care them by showing them with the words in the liver or how you say it that you really are on your customers side and you are not against the customer no matter the reason sometimes the customer might be unreasonable with your demands or the customer is yelling or screaming at you for no reason at all but as a customer service representative it is your job and our job to just swallow the hard pill because this is the job that we have in this case it is very helpful to let the customer feel and understand that you also care and that you really understand what the customer situation is even though you haven't necessarily been in that situation but still you feel the same way for their customer so business how you do it you better fix this because I'm never going to book with you again imagine illegal ad you brought this to our attention Miss Universe I would feel the same if I am in your situation but don't worry we will start out for you tip number three let the customer bet you probably know the feeling of being so bad so frustrated and so angry that you vent out to anyone or even in facebook or in social media that's probably what your customer feels when he or she calls angry or frustrated so if that happens the best thing to do is to just let the customer Venice she will read she will shout she will yell she will scream she'll probably cry at some point but just let her let the customer vent because after all it will just end your customer will need time to breathe and when she does that's the cue for you to insert and show your hands of these statements of the same way that I've mentioned on the second remember not to argue back with a customer because even though we always say that the customer is not always right it's true but still you have to stay professional and not talk back and also just understand the customer and look at their own perspective or look at their own point of view when you are speaking with them also it needs to be very patient patience is really something that you need to have in these types of situations your airline deserves all the bad things you know I booked my tickets months ago and it was confirmed I even get an email I was already from an application after some long stressful months of working I did service long vacation don't you agree and now you cancelled my book is cars before my flight how is this possible oh my god how's that keep it possible I have one in my house this is so ridiculous what I'm going to do now for this I understand your experience is terrible I feel devastated too if this happens to me now let me see if I got all the facts straight I see here that you brooked your flight last January and you used your Visa debit card indeed it's sad that the booking was confirmed well I'm in the process of researching what exactly happened so I really appreciate your patience in wing tip number four is to present and offer solutions so you're done with your empathy statements and all your statements of apology now it's time to walk the top and actually do something about the customer situation so that we're not just all popped and you know you're not doing anything so if you have enough knowledge about the issue or the situation then for sure you also know the solutions to that concern and even though the outcome is not something that the customer always wants to hear or it's not something that the customer is in favor of at least you get to meet pathway and have the middle down and agree on something that is both for in a win-win situation for both you as I have checked Miss Universe what happened was that there was a system glitch that resulted to the booking cancellation and I deeply apologize for what happened but here's what we can do tip number five the last but not least is to avoid staying no for every negative message there is always and should have a positive message in situations like the customer is a stressful or the customers experiencing something stressful the last thing that she wants to hear is no for any other kind of variations of that no answer dislike I cannot or I should not or it's not possible so although there are times when you really cannot do anything or cannot do something it's just the way that you deliver your message that changes everything so instead of saying no we have to reword the way you say it the customer just wants to hear what you can do about the problem instead of hearing that you cannot do it or the system or the computer or the policy is stopping you from doing it ladies fine I'll see what I can do with universe as I have checked further all the flights for today are already fully booked so what I can do is to arrange your free hotel accommodation near the airport and get you on the first flight tomorrow morning at 6:00 a.m. we'll also have a free shuttle to pick you up and bring it to the airport on time and to hopefully make up for it we will provide a free round-trip ticket at any local destination of your choice and again I understand that this might have already ruined your vacation and your plans but I still do hope for you to have a stress-free experience moving forward you know despite your initial experience okay thank you I really appreciate your help it's been my pleasure to help you have I addressed your concerns today so for you did thank you so much for helping me out for this you're welcome enjoy your trip miss universe so that's about it for today thank you so much for watching and for I hope you've learned something if you like this content please click like subscribe if you haven't yet and comment down the looking at any questions or topic suggestions don't forget I have videos every Wednesday and Fridays and also I like to cite this channel down below go ahead and check it out to see our collaboration video as well so thank you again take care and go I did they go and now you cancelled my bookies hi Miss Universe how can you make me do [Music]
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