These call transcripts will show you the difference between passive and assertive customer service. If you need the video format, proceed to this video. Passive Customer Service (1) Scenario: An agent dishing out free credits after just a slight sign of irritation from a customer when the policy recommends only giving exceptions as a last…
This is a request by YouTube user @meeprincess9510: An accrued interest mock call when the client paid their balance in full last month and got a new bill for $2 dollars being an interest only statement. How to explain that in a concise and simple direct manner while providing key education to the customer? This…
This is a 2-part retention account mock call where a single customer talked to two different agents. The first call was to the Billing Department while the second was to the Retention Department. First Call (Billing Department) Claire: Thank you for calling Starnet Customer Service. This is Claire, how may I help you today? Customer:…
In this article, there are two Telco mock calls. One issue, one customer, two different agents – Claire and Candace. Both have different ways of handling the issue. This is the difference between an okay and an exceptional customer service. An okay customer service Claire: Hi, thank you for calling Kwestyon Tech Support. This is…
I know firsthand how intriguing it can be to wonder about salaries. As someone who had been a part of the call center industry in the Philippines for four years, I thought it would be great to talk about one of the most common questions on every call center newbie’s mind – how much do…
If you found this post through Google Search, chances are, you either have an interview coming up or you just got hired to work for a call center travel account. In that case, good luck or congratulations! While product training will definitely be provided, it’s still best to start your training with a decent idea…
So you’re a complete newbie and you’re wondering if you have what it takes to qualify as a call center agent. Is basic English enough? Do they accept high school graduates? What if you’re not good with computers? How fast should your typing speed be? Look no further. This article is a detailed list of…
After enjoying a movie at the cinema, Ms. Rogers was dismayed to discover that her purse had gone missing. The purse contained her mobile phone and her credit card. She promptly contacted her bank’s customer service to report the issue and request the immediate closure of her card. Here’s a financial account mock call. Step…
There is no one-size-fits-all guide to expressing empathy. And that’s because it depends on your customers’ situations. Some customers are simply more upset than others, some are stuck in horrible, dead-end situations, while others still have feasible solutions to their problems. The way you deal with all of these is similar but not exactly identical….
Call center work is tough. But if you’re a complete newbie and a non-native speaker, the toughness takes a whole new level. On top of irate customers, night shifts, and a demanding workload, you also have to deal with a potential language barrier, information overload, and culture shock. In this article, are my 9 survival…
This article contains sample answers to the most common call center job interview questions.
Here’s a call center job interview simulation between an interviewer and an applicant. The applicant is a college undergraduate who decided to drop out of college to apply for a Customer Service Representative position. The purpose of this job interview simulation is for applicants to feel the atmosphere of an actual job interview and how…