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two more calls the same issue the same customer but different agents Claire and Candace here's the difference between an okay and an exceptional customer service hi thank you for calling question tech support this is Claire may have your name and product serial number please name serial number my phone will turn on and you want my name Tabitha ratchet the serial number is hold on it's zero eight four three zero nine three four five now can we fix this thing thank you for providing the information Tabitha I'm sorry to hear about the issue with your phone can you tell me the make and model it's Versa Spectra x25 this is ridiculous I just bought it last week and it won't even turn on I apologize for the inconvenience have you tried charging the phone of course after charging it why would I call if I hadn't you think I don't know how to charge a phone I'm just following the troubleshooting steps Tabitha could you please let it charge for a few more minutes will we continue uh sure why not it's not like have anything better to do thank you while it's charging could you please tell me if you've tried any other steps to resolve the issue look I've tried everything I know and nothing is working that's why I called you can you actually help me or not I'm here to assist you once the phone has been charged for two minutes we will attempt to turn it on again all right fine let's get this over with two minutes do you say yes two minutes okay it's been two minutes now what now please attempt to turn on the phone by pressing on the power button for about five seconds okay it's still not working I've been charging all this time and nothing has changed what makes you think it'll finish anything now I'm sorry that the solution didn't work please try holding down the power button along with the volume down button for about five to ten seconds this is to perform a hard reset all right I'm trying that now thank you and still nothing this is useless what else can you suggest that works in that case the phone may need to be serviced I suggest that you take it to the nearest question service center for an evaluation oh wonderful so I just wasted all this time for nothing and now I have to waste more time going to a service center is that is that what you're saying I apologize for the inconvenience Tabitha I have followed all the standard troubleshooting steps but at this point only our service center will be able to provide further assistance great I wish I had known that from the beginning thanks for nothing I guess you're welcome is there anything else that I can help you today no no no no that's quite enough thank you very much all right enough for today all right thank you for calling with Sean tech support have a good day you're right okay hi thank you for contacting question on tech support this is Candace may I have your name and product serial number please name serial number my phone will turn on and you want my name Tabitha ratchet and the serial number is hold on it's zero eight four three zero nine three four five now can we fix this thing I totally understand your frustration Tabitha I know it might seem trivial but it's a necessary step to pull up your details let's get your phone up and running can you tell me the make and model it's Versa Spectra x25 I just can't believe I bought a new phone and now it won't even turn on oh I can see why you'd be upset especially with a new purchase like that I will do my best to help you with this though uh quick question were you able to turn on the phone prior to this yes for a week it was working fine and today it's completely stopped got it uh have you tried charging it to rule out the battery issue of course I have do you meet a lot of people who forget to charge their phones oh you you wouldn't believe it more than you might think uh but hey it's always good to start with the basics could you keep it on a charger for a few minutes and while we chat this is just to make sure that you have enough power for our troubleshooting today okay it's charging perfect now let's keep it on the charger for a few minutes while we chat uh does this screen show any indication that it's charging or is it completely off yes it is it says charging but it's not showing the battery percentage like it used to so got it uh have you noticed anything unusual with it lately or any other issues that you might be experiencing well I mean I did drop it once on the first day but it worked fine after that I didn't do anything with it other than make calls and surf I just expect it to be more durable you know totally get you these things can be a bit unpredictable at times but let's see if we can figure it out uh while we're waiting did you have a good day aside from this uh not too bad I guess I had a coffee this morning a lot of things right absolutely it's always the little things that make the day better speaking of that let's try to make your day even better by getting your phone working all right fine by me worth a try I suppose absolutely so uh it's been two minutes let's try to power on the phone now could you press the power about down button the power back down sorry could you press the power down button for about five seconds and see if anything happens all right holding it down nope nothing still nothing this is really getting on my nerves I can only imagine how frustrating this must be for you uh let's not give up though since you mentioned that you mentioned dropping the phone it's possible that you something got dislodged inside have you ever done a hard reset on a phone before a hard reset yes no I've never done that how how is that done so it's just a combination of buttons that you press together to force the phone to restart uh it will not erase anything so no worries there are you comfortable doing that with me sure I'm game if you think it'll work okay great so for the Spectra x25 you'll want to press and hold the volume up and power buttons simultaneously for about five to ten seconds okay holding them now okay oh still nothing it's just it's just dead oh I'm really sorry to hear that Tabitha it sounds like we have tried everything we can over the phone as it turns out it might be time to take it to a service center oh I was afraid you would eventually say that well at least we tried can you help me find a service center absolutely I can set up an appointment if you'd like I know this isn't the outcome we wanted but we will make sure to get this taken care of thank you I I do appreciate your effort but it seems like that's the only solution at this point so let's do that got it um may put you on hold for two minutes to check for available appointments for you thank you thanks for waiting Tabitha so I found a question service center about 10 minutes from your location they have availability tomorrow at 3 P.M or the day after at 10 A.M which works best for you um let's go with the day after 10 that'll give me enough time to clear my schedule okay great I will now schedule the appointment for you uh simply bring your phone and all its accessories along with the receipt and warranty card would you like a confirmation email for the appointment yes please having it in my email would be helpful okay it's Tabby babe hotmail.com that's t-a-b-b-y-b-a-b-e at hotmail.com got it got it so after this call I will send you the confirmation to your email Tabby babe hotmail.com it'll have all the details including the address and the contact number for the service center I'm really sorry we couldn't fix it over the phone but I hope the service center can take care of it quickly for you well you've tried your best it's disappointing I'll give you that with the phone not working but I appreciate all your efforts you've made a stressful situation a little easier to handle some issues you just need a service center for thank you for your understanding Tabitha and it's been my pleasure assisting you today uh is there anything else that I can help you with today nope that's all have a good day Candace YouTube Tabitha I wish you all the best with the repair and I hope your phone is back to normal soon thanks for calling with Sean tech support bye thanks Candace bye so notice that with both calls no amount of troubleshooting fixed at the customer's issue she still had to go to a service center both agents also had access to the same resources and the same company policy but why the huge difference in reaction at the end of each call let's break it down because the differences here are quite subtle and the first difference between the two agents is the acknowledgment name serial number my phone will turn on and you want my name Tabitha ratchet the serial number is three four five now can we fix this thing thank you for providing the information Tabitha I'm sorry to hear about the issue with your phone can you tell me to make a model I totally understand your frustration Tabitha I know it might seem trivial but it's a necessary step to pull up your details let's get your phone up and running can you tell me the make and model Candace's response here just took Tabitha's feelings more into consideration another opportunity that Claire missed here was when the customer sarcastically said ah sure why not it's not like I have anything better to do that would have been an opportunity for Claire to acknowledge her annoyance instead what she said was thank you while it's charging could you please tell me if you've tried any other steps to resolve the issue so again she's ignoring Tabitha's annoyance and when that becomes more frequent in the call that will eventually pile up and that would lead to an irate customer and the second difference between Claire and Candace is the humor here when the customer is sarcastically replied of course I have do you meet a lot of people who forget to charge their phones oh you you wouldn't believe it more than you might think so Candace was keeping it light instead of taking the customers remarks seriously what Claire said instead was you think I don't know how to charge a phone I'm just following the troubleshooting steps to Tabitha could you please let it charge for a few more minutes will we continue so it's it sounds a little more defensive depending on the remark or the personality of the customer humor can sometimes be risky but in this case it was just done right the third difference is the Rapport building Candace just showed more interest in Tabitha's day and she sounded genuine I just expect it to be more durable you know totally get you these things can be a bit unpredictable at times but let's see if we can figure it out uh while we're waiting did you have a good day aside from this even if a customer is in a hurry or upset uh building Rapport very quickly could still help you connect with that customer and you can hear from the customer's voice that she was disarmed she was just not sure how to respond you can hear the pause there you can figure it out while we're waiting did you have a good day aside from this uh not too bad I guess I had a coffee this morning little things right oh not too bad I guess had a coffee this morning little things right so that kind of interaction although very briefly will help disarm the customer and kind of interrupt her from focusing on her negative emotion of course provided that you help her solve the issue note that it was just a brief attempt to build rapporto and she immediately got back to the issue at hand because it was urgent for Tabitha to fix her phone and the fourth difference is the tone of voice even if Claire said everything that she needed to say the the apology Liam's the story for the inconvenience she just sounded less genuine than Candace it sounded like she didn't really mean it or it was just a dry delivery whereas Candace you can really hear from her voice that she was interested in Tabitha she was engaged overall Candace's tone of voice just sounded more pleasant more helpful and more empathetic than Claire's I'm not saying that Claire did a really bad job here Tabitha was definitely being difficult you can hear that the the start of the call she was quite sarcastic and I think it takes a special kind of patience to deal with this kind of customer she was not yelling but sometimes sarcastic people just grade on your nerves and luckily Candace did not let that get the best of her and Claire was more like ignoring it so she failed to acknowledge Tabitha's sarcastic responses but Candace's effort to deal with Tabitha's sarcastic responses paid off because as you notice as you go through the call Tabitha started opening up more to Candace and even at the end of the call gave her credit for helping her which wasn't really much of a help at all because it was not solved but she she did acknowledge Candace's effort to help her on the other hand with Claire Tabitha just decided to hang up the phone because I think all of their annoyance just built up to a crescendo and she just decided that she's had enough she didn't even ask for an appointment she was probably just gonna search for the service center online or maybe it's also possible that she would just let it go probably not because that's sabathon there was she was still under the warranty I think so she would definitely get to that service center one way or another but yeah she didn't get it from Claire she didn't like Claire so this is just for Telco account but if you want me to create another set of mock calls featuring other accounts um in the version of Bad versus great customer service let me know in the comments below give me an idea and I will start creating that content and if you have any other questions requests comment down below and let me know all right thank you so much for watching bye-bye