Call Center Training | Role Play for Credit Card Customer Service
Вставка
- Опубліковано 16 жов 2024
- Working in a call center for a credit card company can be challenging, especially when it comes to dealing with customer requests and concerns. In this video, we will provide you with three call center role play scenarios to help you practice and improve your customer service skills.
In the first scenario, a customer calls to ask for help activating their credit card and changing their PIN number. Your job is to handle the situation in a professional and helpful manner. Here are some key points to keep in mind:
1. Verify the customer's identity. To protect the customer's account and personal information, it's important to verify their identity before providing any assistance. Ask the customer for their account number and other identifying information, and verify it against your records.
2. Provide step-by-step instructions for activating the credit card and changing the PIN. The process for activating a credit card and changing the PIN may vary depending on the type of card and the issuing bank. Provide the customer with clear, step-by-step instructions on how to complete these tasks.
3. Offer additional assistance if needed. If the customer is having difficulty activating their credit card or changing their PIN, offer additional assistance or guidance to help them resolve the issue. Be patient and understanding, and continue to assist the customer until the problem is resolved.
In the second scenario, a customer calls to say they are unable to make their credit card payment. Your job is to handle the situation in a professional and helpful manner. Here are some key points to keep in mind:
1. Ask the customer about their financial situation. It's important to understand why the customer is unable to make their payment, so ask them about their income, expenses, and other debts. This will help you identify potential solutions and determine if the customer is eligible for any assistance or relief programs.
2. Offer alternative payment options. If the customer is unable to make their full payment, offer alternative payment options that may be more manageable for them. This could include making a partial payment, setting up a payment plan, or enrolling in a hardship program.
3. Discuss the consequences of not making the payment. Let the customer know that failing to make their credit card payment could result in late fees, interest charges, and negative impacts on their credit score. Be transparent and help the customer understand the potential consequences of not making their payment.
In the third scenario, a customer calls to confirm a new credit limit and information about the credit card company’s rewards program. Your job is to handle the situation in a professional and helpful manner. Customer service agents must offer callers detailed information about rewards programs and ways for customers to use their points system.
Please LIKE, SHARE and COMMENT on this video.
Thank you so much!
Steve
#SnglStepEnglish #EnglishTeacher #CallCenterEnglish #CallCenter #CallCenterEnglish #EnglishTraining
⏱TimeStamps⏱
0:07- Call Center Training - Activate a credit card and changing a PIN
3:26 - Call Center Training - Unable to make credit card payment
6:29 - Call Center Training - Increase of credit limit and using company points
If you enjoy my lessons, you can buy me a coffee here:
www.buymeacoff...
Want to find an English language teacher?
Visit my friends at iTalki. To receive a discount, click here:
www.italki.com...
You can find me at:
/ singlestepenglish
Twitter: @SnglStepEnglish
Instagram: single_step_english
Thank you so much! I am trying to get a job at a call center and this is gold for me! I'll take it as a guideline.
I'm so happy to hear that. I really hope it works out for you! Please check out my Call Center playlist.
ua-cam.com/video/JsVOye5Nj2s/v-deo.html
Graceful for all your call center videos, I will finish my English course in 6 months, and I need to hear a lot of this.
I hope you will practice again and again with these role play videos.
I will release another video in about 24 hours. Stay tuned!
The fact that you guys have used November 3rd is giving😊.It's my birthday date too❤
Really? I hope you had a wonderful birthday! 👏🏻😃🎉🍰
Helpful lesson. Sir you always try to make helpful lesson. Thank u sir 😊😊
Thank you, Sayani! I appreciate your kind words. 😍
This is an awesome job for real
Thank you so much! 😃
Thanks for this very good video. Please more like this.
Thank you so much for your positive feedback!
If customers will speak at the same speed of the role plays previously shown it'll be a paradise.But most callers speak as F1 sports car in death race and sometimes we the agents need to take key words and in most cases guessing what callers are speaking.
I am sorry to hear that is the situation with your callers. I’ve been there! I guess you could always increase the speed of the video. 😉
Let me know if there are any topics you would like me to make regarding call center videos and customer service.
Thanks,
Steve
Wow, tremendous info. 😉 I REALLY APPRECIATE IT¡
Thank you so much! I am very glad you enjoyed it. 👏🏻😃
This is something very useful. I am in a customer service english course . It's worth for me
Glad to hear that Good luck with your English course.
I hope i work as a call center someday and i think that will happen by studying your impressive episodes 😁❤
Thank you very much! I hope these videos will help you get hired. 👏🏻😃
Thanks dear, today mostly jobs are about online work which ahead language problems. We heartiest thanks to you , for providing jobs related information free of cost. Inshallah, we will be remembering you in our prayers and pray for you .
Thank you for your very kind words! 😃
Thank you for sharing
My pleasure! Thank you for watching.
What can you recommend for those irate customers because we are having a difficult day when we encounter an irate customers 😢 please make a single video about to handle that. Thanks in advanced sir
@juliusbartolome3456
Thank you so much for this suggestion. I certainly remember those irate customers, and will make a new video about that theme.
I also have this video for angry customers. Let me know what you think.
ua-cam.com/video/d0JpvRUIwyM/v-deo.html
Good one sir
Thank you so much!
Hello, may i ask for a favor? Can you give me a scenario about balance inquiry responses. And also forget PIN responses? Thank you
Very good idea! Sure. I can make a role play video about those topics.
Actually, I had to change my PIN recently ;-)
Thanks
You’re welcome! Glad you enjoyed it.
Gracias
My pleasure!
Place make a video about insurance.
OK, I will put that one on my production list. Which is better, life insurance or medical insurance?
@@SingleStepEnglish Thanks a lot, and a happy new year.
As a customer, may I suggest that, if your speech is less than perfect, CS use as few words as possible and speak slowly? I have had several difficult experiences with non-native speakers who are far from perfect speakers and who try to overwhelm me with information that I don't need, cannot understand, and spoken as if she/he were in a great rush. This is very annoying and gives me a headache.
That’s some really sound advice. Thank you for your suggestion.
Don't give your credit card number! She didn't even ask him his name first. She could be a scammer.
But, the customer called her, right?
Such a nice content. Im trying to join english call center team at bank. Please wish me luck🥲
Thanks you so much! I hope you can land the job at the bank call center. Good luck! Let me know if you have any questions.
@@SingleStepEnglish you are really a good man. Thank u so much for your help. Such a good comment to my comment. I wish, i want one day learned and speaked some like you/yours :) god bless u, respect from Turkey nice man. 😌👏
@Aşkın Akkaya My pleasure!
I hope my channel will help you improve your English skills.
God bless you and everyone in Turkey!
I hope to visit Hagia Sophia some day in the future ;-)