🔴 Hi dear all, ⏬ Due to the controversy of this video we would like to clear up some aspects of the main core of its content so you may have enough information to form an opinion about it before leaving your valuable thoughts and feedback. And to do so, here we've left some questions and answers on the main inquiries. Why do you teach this bad customer service? - As you may deduce from just reading the title of the video this was not promoted at any time as a customer service video, and its main goal is to teach IT argot / Jargon to non-native speakers who are lacking of good content / input in this specific area. Why did you treat the customer so badly and why did you upload the call? Isn't it disrespectful? First and foremost this is just a scenario, scripted and not a real customer. We have to admit that this is kind of flattering in view of the fact that there a lot of people out there who actually think this is real. We are aware that this is a not polite way to treat a customer. Nonetheless, the core of the video like we said before is to teach the argot of IT support to those who are non-native speakers. This channel is aimed at teaching them vocabulary, argot, and real-world examples that actually happen during working hours. Why do you allow the agent to be so rude and impolite towards customers, and why don't you fire him? Once again it's kind of flattering to think that certain people keep thinking this was real. I'm just a guy portraying a role, Emanuel and I own our own company and this video was recorded in one of our facilities and as you already know it's just an example of a call. Rude? Impolite? Well, it's just a matter of perception, please bear in mind that agents work under pressure and are always stressed out. In the video the agent perhaps overtalked to the customer when he tried to answer a technical question, but he wasn't rude at all. (this was made on purpose just to teach vocabulary) And when he got frustrated when the customer did not understand he muted the phone to vent his frustration so the customer wasn't mistreated at any point. Is this acceptable? Of course not! we all know that... But not everything is rose color and this happens all the time. Certain agents laugh at us and they pull us down behind our backs without us realizing it. (if you are in denial and you strongly think that people are not supposed to do this, we respect that, but this happens and that's the truth) But don't you think people might misinterpret it and learn a bad customer service? If you do not have enough common sense to tell the difference between bad and good customer service you are not cut out for this. (Besides companies always train their new hires before allowing them to answer any call and they have their own policies to fire people who don't provide a good customer service) and like we stated before, that's just a matter of perception because the agent only answered the customer's questions and tried to guide him at any given time. We know you might find a lot of good customer service trainings through the internet but just a few showing real-life scenarios and not hard feelings if you dislike the video but unfortunately we think you've missed the main purpose of the scenario. After all, this channel is for non-native speakers who lack of good content to express themselves properly using technicalities. We do not support any way of mistreatment but based on our experience these calls are agents' daily bread and agents deserve to get the best out of it. Thanks a lot for commenting and leaving your thoughts.
4 роки тому+4
Me pareció excelente todo, que te hayas tomado el tiempo para hacer el video, explicar cada palabra que podamos no entender, y que en este comentario hayas explicado cosas para personas que evidentemente, nunca han trabajado en un call/contact center. Excelente!!
Have being in the call center industry about 5+ years and more than half of it as an agent can confirm the "CSR" who was acted in the video was not rude nor impolite. Maybe a little too technical oriented for a tier 1 representative but as could be expected from a tech support specialist, which seems to be the target of this video If anything the caller was the one questionable in the scenario because was supposed to be a not tech savvy but was able to follow the IT rep instructions to the tee after a second explanation
Practice your pronunciation Sir! You might not noticed but one of the problem why you can't deliver your message clearly, whether you are providing technical information or translating it to a layman's term? The person you talked to might still not get you because of your Pronunciation. Kudos to the information you are trying to provide but how you pronounce words is something that needs to be enhanced! I am a Filipino and thank God though are not native English-speaker, that's not how we talked and pronouce English.
And also you don't have to inform the customer every action that you do in helping him, Especially if it would only cost a lot more confusion to the customer. Provide only the information that the customer needs to know, not every work related terms that you are using.
This is a kind of job that will give you literal depression and anxiety. so much headache. you need to be so patient and calm on handling irate customers and those who doesn't know anything about what you say. but this is what feeds me and my family, so i must keep going :)
@@eliascontreras1951 Because 95% of the customers will be calling very frustrated and angry and it will lead to a difficult call since they will be yelling at you, cursing you and these things will make the call very stressful. If you want to experience it, get a job at a call center.
I worked for the Time Warner Cable for about 4 years. Still remember an old lady Called that her cable is not working. I asked ' Can you tell me if your TV is On or OFF'? and she's like " I dont know, I pay for the F**king cable and not gona touch anything just fix my stupid cable." And I am like WTF.
Am still working at a call center. Thing I hate about customers is that they assume that everyone behind the phone is a programmer, or an IT person. They have the Internet in their fingertips, yet never use it for things like these. Even stupider when they think that tech support is the same as customer support, or a sales representative. They'd ask you to give them a refund, or provide them a sort of product. It's like going to an electronic store for a refund or replacement, but you ask this from the store's janitor, simply because "They work there".
@@nikkasatoru7102 i have an American accent and everyone else had degrees from IT schools. I memorized a script and jazz it up with small talks, plus my last name was either Ciccone or Winfrey and I kid about being related to Madonna or Oprah and I become a top seller.
@@nadialexa no solo por los insultos, tambien la compania te mete mucha presion, hay clientes que te llaman solamente para insultarte y al final no se resuelve nada y despues la compania te jode por no "controlar la llamada". Despues empiezan a pedirte que hagas cosas que no son del departamento para el que trabajas, por ejemplo yo era soporte tecnico pero querian que tambien hiciera ventas y arreglara los problemas con los pagos y cosas asi para los que no fui entrenado. Sumado a eso el entrenamiento que te dan es bastante deficiente y empiezas a tomar llamadas sin saber hacer la gran mayoria de las cosas. Finalmente, tienen un sistema de encuestas para el cliente, con nosotros el cliente tenia que responder del 1 al 5 que tan bueno fue el servicio, si te ponian un 4 o 5 el sistema lo consideraba como un 100 pero si te ponian cualquiera de los otros el sistema lo tomaba como un 0 y empezabas a tener problemas con la empresa. En si son un monton de situaciones, odie trabajar alli y me senti bastante feliz cuando me fui de ese trabajo. Al final todo tiene que ver con la experiencia que uno tenga, hay gente que aguanta mas pero en si las compañias si hacen ese tipo de cosas.
The worst thing is when you ask them for their name and the last four digits of their social as you're supposed to but for some reason even though they called you they think you're a scammer it's so so annoying and as a call center agent you cannot divulge any information to the customer without verifying their name and social or date of birth
Los felicito por su interesante canal. Tanto que los ve gente que tiene hasta cinco años de trabajar en Call Center! Es una buena señal de que sus contenidos llaman la atención y ayudan mucho a los que desean encontrar trabajo en esa industria. Sigan adelante!
*One of the worst part of this industry is that companies will start adding another LOB (line of business), when I started it was all just tech support. Then they added damn billing disputes to AVOID transfers. And then they became too greedy and added sales/upgrades/upselling. Call centers provide jobs but sees their agents like robots telling them that anything can be resolve without any dead ends by using their fucking "positive scripting with their empty sympathy". And that's on top of supervisors and managers avoiding sup calls and escalated calls. And oh wait, we also have AHT and Surveys that scores heavily hitting agents even if the question was about the company's service. AGENTS ALWAYS TAKE THE BLAME FOR ANYTHING!!!*
Oh! I agree with that sir. We actually have all of that LOB's and considering AHT and Surveys. If we got DSAT the blame is on us and they'll scream at you like its the end of the world.
Call center jobs is good, for fresh graduates maybe. For those with experiences please love your life and find another job. Most of the time only 10-15% will survive working in call centre for more than 5 years. You can buy food with money but not your life, because self depression could kill you.
Sayalah Zali and you have to deal with costumers that want everything for free or discounted, they think that you are the owner of the company and they get mad due to the company doesn’t have offers for them
I am a customer service representative on a telecommunication company, I can say that it's not an easy job. customers Calling in will curse you to death but still you have to say sorry as if it's your fault. I'm grateful to the company I am with but the stress level of the work itself is immeasurable.
jessa marticio I’m a tech support agent from home when ppl call in disrespectful and start cussing , I give them a warning to tone it down or imma hang up , it’s our job to help them not listen to bs and belittled
I worked at a call center and let me tell you...I’m so glad I don’t anymore. 15 an hour is not enough for the constant disrespect from customers. It feels good to help and get a resolution, but that’s not every call, trust me.
In a matter of 12 months I went from never having done this job to taking escalated calls and doing backoffice/offline tasks. After the first 5 months, I do still get a " screamer" from time to time, maybe once a month and I still manage to contain it and calm his ass down, but overall, customers tend to mimic the agent's tone of voice and pace so at the end of the day, I'm controlling the call flow. The moment you fuck up the call flow, you lose the customer and the call goes to shit. This is the one thing that 90% of agents don't learn and then wonder why they never get to being support or containment agents or getting the high importance calls to deal with. This job has its tricks.
I worked in Tech Support for a while and whenever someone incredibly stupid would ask a stupid question I would say we have an ID 10 T error. When you see ID10T written out you see it says idiot, but when you say it they don't know that. :)
I work as a call center agent too. I'm a technical support for a printer company, And actually I can tell that the customer on the other line is not a technical person. So you need to use words that normal people can easily understand, and also he should explain step by step. Customer tends to get frustrated when they don't understand what they're doing.
Seeing him trying to be so patient LOL. I wonder if you even get paid enough to go through all that.... and that's just one call, can you imagine 8 hours of this. Hell no!!
Angie Valdez I get paid 11 an hour for tech support on troubleshooting. Most customers get impatient really quick if you can't solve their issue and need a tech out. It been affecting my health for the past two years over eating and also losing my schedules for college. Call centers schedules change a lot so I always get less than the 80 hours I need 🙁
I used to live in the DR and I’ve worked for 3 years in 2 different American Call centers of 2 big American company and we got paid 3US dollar per hour on a 9 hours shift.. so totally not worth it, but it’s the easiest and fastest job you can get
I worked as TechSupport and I can really relate to this hahahaha, personally I am very patient assisting this type of customers and I love helping them. I don't care if I have my handling time rise up to the ceiling as long as I have the customer's issue resolved and I totally hate assisting customers who thinks they are entitled to everything just because they are paying the service.
I felt this whole phone call. Sometimes people do not know or aren't tech savvy and its hard because you're trying to help them but the customer wants to be demanding and doesn't want to listen sometimes to what you're saying.
My Godness!!! I feel like a dwarf in giants territory this will take a long long time I just have listened southpark and now this, i'm not ready I want to cry... God!!!
Guys you made one of your best videos even better, no complaints at all. This was actually a good job and you added new vocabulary. Thanks a lot for this.
Highly valuable material, the script of the tech support dialogue seems like the real thing, that customer on the phone is the typical fellow in an inbound call. You guys are wondeful.
Guys you remade this video, it looks way too much better and beautifully done. As always Joshua shines 😙 and that voice Emanuel pulled off always impresses me a lot.
Thank you 😊 We're presently working on one of our hardest-to-create videos ever but we're extremely sure it'll have successful viewership and acceptation. Stay safe 😊
Thank you very much for these videos Joshua and Emmanuelle, I've been watching all them, are very useful so thank you.. please continue uploading these kind of videos...
I feel you. I did that for 4 days! 4 days!!!! Giving advice and trying to help people over the phone! It was the worst experience ever! And it was only for 4 days! That's how long I lasted!
Samsung, Nike, Babbel, OpenEnglish, Amazon. I don't know how the adds thing works, but it seems to me that you guys are now in the big leagues. That's excellent, video was great as always.
seems the representstive shows excitement and happy with what he was doing, he was able to do it step by step procedure in a laymans term where customer can understand it easily. hes not even using jargon. he speaks slowly, he pauses if necessary, he check for understanding. i can see this representative will work in his company for 40 happy years. sarcasm inserted.
Oh man you don't know how much I care about this video!! The way you express yourself it's absolutely kind and polite!! Definitely I would love to take some kind of training to act this way .. with this kindness!!!! And why not.. to try this job .. buy I'm afraid my English skills wouldn't be enough to face this challenge!! But I really would love to try it !! Thanks for this video!! I'm sharing it on my WhatsApp and facebook account!! Greetings from cucuta-colombia!!!
Before working in the first call center, I used to watch this video a lot. I don't know, If I hadn't watched this video, I wouldn't have learnt what I know so far. 😎😎 thanks.
thank so much to get that kind of videos ... I like your dedication and the kindly that you have to explain the vocabulary to the end of it ... congratulation guys
Hi guys, once again I am here to thank you for the content loaded on this channel and ask you for an escenario regarding hold ups on packages. It's gonna be completaly useful for a lot of us looking for a job.
Just quit my technical support call center job my anxiety and stress level has risen I'm a chef so you know working in high stress volume environment is the norm for me BUT!!!!! telling someone the same thing over and over is irritating not to mention the know it all that call in when in actuality they know nothing about what they are doing but refuses to listen to your instructions man it was the worse!!!!!!!
I tell them if they need help to follow my advise and if they think is not useful I will escalate to their local IT or whichever team handles that issue after me and they back down and start following my lead
I'm watching this just to improve my English and i just figured out how hard is work for fools who haven't used a computer in their entire life. I did it in the past and i hated it. I admire you bro, you're so relaxed and nice god damn, could you give me some advice to improve my English? I wish you the best!
❤️Joshua I am your biggest fan 😍 I am glad I found this channel because you both are great Emanuel and you but I am happier because I can see you every day in your videos. Guys keep doing what you do because both are great at this.
Hey there 😊 It's Emanuel, we feel extremely fortunate to have this channel upon being able to contribute to many people and help them enhance their English proficiency.
Hey bro' it was kind of nice type of convesation, also a great sample of a difficult but a satisfactory customer phone call end... It was a real life in a call Center!! My congrat' s my bro'!!!! I say hello from Barranquilla, Colombia... Really like it....
This conversation is going way too fast for the customer to keep up with. Jargon to non-native speakers who are lacking of good content / input in this specific area doesn't need be taught in the strict sense of the word. Both parties could easily walk away with a straightword conversation without the assistant having to excuse and repeat himself way too much. One should never take it for granted that the other party in the conversation is knowlegeable about the matter at hand.
Without a shadow of a doubt you didn't understand the main bottom line of this video. Perhaps you should go ahead and carefully read the pinned comment above so you get a better understanding of what this video really aims at. As content creators we just wanna teach as many slang words and/or jargons as possible so y'all can incorporate them into your active repertoire, although it's up to you whether you wanna use them or not. Your comment is greatly appreciated nonetheless you seem to have missed the main point that we're portraying through this video. God bless!
Yup agent already had his first clue of the client's knowledge on tech/computers but he still did not adjust, still said 'ping' at the end part, which was very complicated for an ordinary dude. Either he's insensitive, on auto-pilot mode or just plain flaunting.
Hipronary School Call center training title says 'what actually happens in a call center's then obviously it was not from your 'added infos', people just go for the leading title just in case you don't know
The worst part of the call centers is that companies most of the times choose poor countries to pay less and receive more hours of service but the agents don't even speak proper english so customers get even angrier.
Ja ja ja Louder with Crowder a popular American UA-cam channel put an add on this video. Wow guys this means you're attracting the correct sponsors and people to your channel. Congratulations
Thank you very much team of this channel who has uploaded this content I was searching this content on UA-cam from the last of one month but I didn't get any clear video where I can hear customer care support recording and your work very appreciate and thank you very much for the sharing this experience via a video how to tackle and handle of the customer while I am I'm on on call with a customer to explaining the problem to understanding the problem thank you team love you and please upload more video as like which I am watching right now Regard Mohd Danish
Hello !! I hope to be the first one from Telus Tech Support and yes !! My supervisor and Operation manager are dating each other #TakeCare !! Colleges!!
As a technical support before, We don't use jargon words. We can use those technical words if you heard your customer say it. It also depends how old your caller is and providing them instructions slowly and clearly. We also need a lot patience like what you did on the call. 😄
Maurelin Rafael Moreno today I had a call that lasted for over 2 hours We do have metrics but when it comes to tech support and the time that we have to help the costumer and resolve the issue it’s not measured or at least they don’t put pressure on us when it comes to that 🥵
Customer calls in to have the internet working. Because he loves his daughter that much who works as a freelancer. Customer just want to get his internet that he pays from your service. He did not even get it for free. You're a technical support not a robotic program or something. Ive almost cry hearing the customer asking for help but being asisted this way.
Howdy Raprap. What's good? Without a shadow of a doubt you didn't understand the main bottom line of this video. This is an English teaching channel so we don't teach customer service whatsoever. Kindly feel free to go ahead and carefully read the pinned comment above so you get a better understanding of what this video really aims at. As content creators we just wanna teach as many slangs and/or jargons as possible so y'all can incorporate them into your active repertoire, although it's up to you whether you wanna use them or not. Your comment is greatly appreciated nonetheless you seem to have missed the main point that we're portraying through this video. God bless!
@@HipronarySchool I am a Tech support, this just not what tech support does on our end,really, we do not get surveys but we make sure to let the customer knows the rootcause in the simpliest way they can imagine and particularly what fixes the issue. That way they'll know what to do if this happens again. Thats why callbacks not a pain to us at all. Might change the title to “How to trigger customer to throw the router" 😉
I was in a call centre and I can swear you guys, I didn't like it at all. Right now, I'm still recovering from anxiety. But when they were happy for the solution I felt cool. But the conclusion is I need to find a cool job 😀
🔴 Hi dear all,
⏬
Due to the controversy of this video we would like to clear up some aspects of the main core of its content so you may have enough information to form an opinion about it before leaving your valuable thoughts and feedback.
And to do so, here we've left some questions and answers on the main inquiries.
Why do you teach this bad customer service?
- As you may deduce from just reading the title of the video this was not promoted at any time as a customer service video, and its main goal is to teach IT argot / Jargon to non-native speakers who are lacking of good content / input in this specific area.
Why did you treat the customer so badly and why did you upload the call? Isn't it disrespectful?
First and foremost this is just a scenario, scripted and not a real customer. We have to admit that this is kind of flattering in view of the fact that there a lot of people out there who actually think this is real.
We are aware that this is a not polite way to treat a customer.
Nonetheless, the core of the video like we said before is to teach the argot of IT support to those who are non-native speakers.
This channel is aimed at teaching them vocabulary, argot, and real-world examples that actually happen during working hours.
Why do you allow the agent to be so rude and impolite towards customers, and why don't you fire him?
Once again it's kind of flattering to think that certain people keep thinking this was real.
I'm just a guy portraying a role, Emanuel and I own our own company and this video was recorded in one of our facilities and as you already know it's just an example of a call.
Rude? Impolite?
Well, it's just a matter of perception, please bear in mind that agents work under pressure and are always stressed out.
In the video the agent perhaps overtalked to the customer when he tried to answer a technical question, but he wasn't rude at all. (this was made on purpose just to teach vocabulary)
And when he got frustrated when the customer did not understand he muted the phone to vent his frustration so the customer wasn't mistreated at any point.
Is this acceptable? Of course not! we all know that...
But not everything is rose color and this happens all the time.
Certain agents laugh at us and they pull us down behind our backs without us realizing it. (if you are in denial and you strongly think that people are not supposed to do this, we respect that, but this happens and that's the truth)
But don't you think people might misinterpret it and learn a bad customer service?
If you do not have enough common sense to tell the difference between bad and good customer service you are not cut out for this.
(Besides companies always train their new hires before allowing them to answer any call and they have their own policies to fire people who don't provide a good customer service) and like we stated before, that's just a matter of perception because the agent only answered the customer's questions and tried to guide him at any given time.
We know you might find a lot of good customer service trainings through the internet but just a few showing real-life scenarios and not hard feelings if you dislike the video but unfortunately we think you've missed the main purpose of the scenario.
After all, this channel is for non-native speakers who lack of good content to express themselves properly using technicalities.
We do not support any way of mistreatment but based on our experience these calls are agents' daily bread and agents deserve to get the best out of it.
Thanks a lot for commenting and leaving your thoughts.
Me pareció excelente todo, que te hayas tomado el tiempo para hacer el video, explicar cada palabra que podamos no entender, y que en este comentario hayas explicado cosas para personas que evidentemente, nunca han trabajado en un call/contact center. Excelente!!
Have being in the call center industry about 5+ years and more than half of it as an agent can confirm the "CSR" who was acted in the video was not rude nor impolite. Maybe a little too technical oriented for a tier 1 representative but as could be expected from a tech support specialist, which seems to be the target of this video
If anything the caller was the one questionable in the scenario because was supposed to be a not tech savvy but was able to follow the IT rep instructions to the tee after a second explanation
The people saying that this was rude is because they have never worked in a call center environment.
Practice your pronunciation Sir! You might not noticed but one of the problem why you can't deliver your message clearly, whether you are providing technical information or translating it to a layman's term? The person you talked to might still not get you because of your Pronunciation. Kudos to the information you are trying to provide but how you pronounce words is something that needs to be enhanced! I am a Filipino and thank God though are not native English-speaker, that's not how we talked and pronouce English.
And also you don't have to inform the customer every action that you do in helping him, Especially if it would only cost a lot more confusion to the customer. Provide only the information that the customer needs to know, not every work related terms that you are using.
I worked at a call center for a year, I don't know why I'm here giving myself anxiety
lol too funny :)
X2 lol
LOL, this is really going to giving anyone who has done Call Center hell for even 3 weeks, a bag of anxiety.
i worked at a call center just for two weeks, the anxiety was terrible, i couldn't handle it
Same I just started on the production floor and I have been have alot of anxiety because we have been getting alot of angry customers :/
This is a kind of job that will give you literal depression and anxiety. so much headache. you need to be so patient and calm on handling irate customers and those who doesn't know anything about what you say. but this is what feeds me and my family, so i must keep going :)
Im suffering from depression because of it
@@llQuietyoull hope you'll recover. Praying for you brother ♥️
Hero! I totally understand that.
I need job in this industry
I literally got stress hives over that job lol
Being a representative over the phone is the worst job someone can ever have.
Why
@@eliascontreras1951 Because 95% of the customers will be calling very frustrated and angry and it will lead to a difficult call since they will be yelling at you, cursing you and these things will make the call very stressful. If you want to experience it, get a job at a call center.
@MerrazHQ well, depending on the project you're working for.
I work at a call center for Nike.com
And the customers are nothing like this
Pretty tough job, total respect for customer service representative.
I worked for the Time Warner Cable for about 4 years. Still remember an old lady Called that her cable is not working. I asked ' Can you tell me if your TV is On or OFF'? and she's like " I dont know, I pay for the F**king cable and not gona touch anything just fix my stupid cable." And I am like WTF.
Hahahahahhahhahahahha
HAHAHAH LMAO same
Am still working at a call center. Thing I hate about customers is that they assume that everyone behind the phone is a programmer, or an IT person. They have the Internet in their fingertips, yet never use it for things like these.
Even stupider when they think that tech support is the same as customer support, or a sales representative. They'd ask you to give them a refund, or provide them a sort of product.
It's like going to an electronic store for a refund or replacement, but you ask this from the store's janitor, simply because "They work there".
My brain was in pain just by washing this video lol this job is not for everyone you most have a high tolerance.
i can feel the pressure when you have a customer who doesn't know anything about technical.
i sold broad band for several months online, and I dont even know how that LOOKS LIKE.
@@eduardochavacano wao how did u do that?
@@nikkasatoru7102 i have an American accent and everyone else had degrees from IT schools. I memorized a script and jazz it up with small talks, plus my last name was either Ciccone or Winfrey and I kid about being related to Madonna or Oprah and I become a top seller.
@@eduardochavacano you're amazing ♥️
Sapphire Shimmer Amazing is the right word. Because I really didn’t understand the product then. Good luck, if that is your career in the present.
I worked 6 months at a call center. It taught me a lot of things, but is the worst job someone can ever have.
por qué? por los insultos?
@@nadialexa Eso dicen
@@nadialexa no solo por los insultos, tambien la compania te mete mucha presion, hay clientes que te llaman solamente para insultarte y al final no se resuelve nada y despues la compania te jode por no "controlar la llamada". Despues empiezan a pedirte que hagas cosas que no son del departamento para el que trabajas, por ejemplo yo era soporte tecnico pero querian que tambien hiciera ventas y arreglara los problemas con los pagos y cosas asi para los que no fui entrenado. Sumado a eso el entrenamiento que te dan es bastante deficiente y empiezas a tomar llamadas sin saber hacer la gran mayoria de las cosas. Finalmente, tienen un sistema de encuestas para el cliente, con nosotros el cliente tenia que responder del 1 al 5 que tan bueno fue el servicio, si te ponian un 4 o 5 el sistema lo consideraba como un 100 pero si te ponian cualquiera de los otros el sistema lo tomaba como un 0 y empezabas a tener problemas con la empresa. En si son un monton de situaciones, odie trabajar alli y me senti bastante feliz cuando me fui de ese trabajo. Al final todo tiene que ver con la experiencia que uno tenga, hay gente que aguanta mas pero en si las compañias si hacen ese tipo de cosas.
Its not the worst job you can have, stop being dramatic
@@MikeM16 people be complaining all the time theres no rose without stings
Without the subtitles I wouldn’t be able to understand.
you are the nightmare of every tech support agents in Asia.
@@eduardochavacano why?
Please, learn where south America is and then we talk. I can teach about USA history and geography. My good action of the day. 👍
Yael Elizabet Boniecki Who are you talking about?
@@htfcm i do understand without subtitles
The worst thing is when you ask them for their name and the last four digits of their social as you're supposed to but for some reason even though they called you they think you're a scammer it's so so annoying and as a call center agent you cannot divulge any information to the customer without verifying their name and social or date of birth
Los felicito por su interesante canal. Tanto que los ve gente que tiene hasta cinco años de trabajar en Call Center! Es una buena señal de que sus contenidos llaman la atención y ayudan mucho a los que desean encontrar trabajo en esa industria. Sigan adelante!
*One of the worst part of this industry is that companies will start adding another LOB (line of business), when I started it was all just tech support. Then they added damn billing disputes to AVOID transfers. And then they became too greedy and added sales/upgrades/upselling. Call centers provide jobs but sees their agents like robots telling them that anything can be resolve without any dead ends by using their fucking "positive scripting with their empty sympathy". And that's on top of supervisors and managers avoiding sup calls and escalated calls. And oh wait, we also have AHT and Surveys that scores heavily hitting agents even if the question was about the company's service. AGENTS ALWAYS TAKE THE BLAME FOR ANYTHING!!!*
Sounds like your store location could be corrupt.
Oh! I agree with that sir. We actually have all of that LOB's and considering AHT and Surveys. If we got DSAT the blame is on us and they'll scream at you like its the end of the world.
I know what company you're talking about
Usually we dont say technical terms to customers. I can understand that its hard to walk thru an old customer. Just send a technician😄
Call center jobs is good, for fresh graduates maybe. For those with experiences please love your life and find another job. Most of the time only 10-15% will survive working in call centre for more than 5 years. You can buy food with money but not your life, because self depression could kill you.
Worked taking calls for 5.5 years... I agree
Except if you live in Honduras have a masters degree in environmental engineering and still can't find a job.. Double frustration..
Sayalah Zali and you have to deal with costumers that want everything for free or discounted, they think that you are the owner of the company and they get mad due to the company doesn’t have offers for them
@@peregrina5208 which callcenter?
Seriously I feel you! I felt the depression coming towards my way again so I quit!
I am a customer service representative on a telecommunication company, I can say that it's not an easy job. customers Calling in will curse you to death but still you have to say sorry as if it's your fault. I'm grateful to the company I am with but the stress level of the work itself is immeasurable.
This is true my bro, I'm customer service representative
jessa marticio I’m a tech support agent from home when ppl call in disrespectful and start cussing , I give them a warning to tone it down or imma hang up , it’s our job to help them not listen to bs and belittled
I worked at a call center and let me tell you...I’m so glad I don’t anymore. 15 an hour is not enough for the constant disrespect from customers. It feels good to help and get a resolution, but that’s not every call, trust me.
I FEEL YOU. Where are you working now☹
15USD an hour? Man! You were blessed, here in Honduras we earn 3USD an hour by working doing customer service to American citizens
Try 1.89usd an hour just to be yelled at.
In a matter of 12 months I went from never having done this job to taking escalated calls and doing backoffice/offline tasks. After the first 5 months, I do still get a " screamer" from time to time, maybe once a month and I still manage to contain it and calm his ass down, but overall, customers tend to mimic the agent's tone of voice and pace so at the end of the day, I'm controlling the call flow. The moment you fuck up the call flow, you lose the customer and the call goes to shit. This is the one thing that 90% of agents don't learn and then wonder why they never get to being support or containment agents or getting the high importance calls to deal with. This job has its tricks.
In el salvador we earn 21 us dollars per day working 7.5 hours, 6 days per week
I worked in Tech Support for a while and whenever someone incredibly stupid would ask a stupid question I would say we have an ID 10 T error. When you see ID10T written out you see it says idiot, but when you say it they don't know that. :)
I work as a call center agent too. I'm a technical support for a printer company, And actually I can tell that the customer on the other line is not a technical person. So you need to use words that normal people can easily understand, and also he should explain step by step. Customer tends to get frustrated when they don't understand what they're doing.
me dió dolor de cabeza solo verlo
Seeing him trying to be so patient LOL. I wonder if you even get paid enough to go through all that.... and that's just one call, can you imagine 8 hours of this. Hell no!!
Angie Valdez I get paid 11 an hour for tech support on troubleshooting. Most customers get impatient really quick if you can't solve their issue and need a tech out. It been affecting my health for the past two years over eating and also losing my schedules for college. Call centers schedules change a lot so I always get less than the 80 hours I need 🙁
Worst would be a collection agent for 8 hours.
A bullshit job seems to me
I used to live in the DR and I’ve worked for 3 years in 2 different American Call centers of 2 big American company and we got paid 3US dollar per hour on a 9 hours shift.. so totally not worth it, but it’s the easiest and fastest job you can get
No you dont
I worked as TechSupport and I can really relate to this hahahaha, personally I am very patient assisting this type of customers and I love helping them. I don't care if I have my handling time rise up to the ceiling as long as I have the customer's issue resolved and I totally hate assisting customers who thinks they are entitled to everything just because they are paying the service.
I felt this whole phone call. Sometimes people do not know or aren't tech savvy and its hard because you're trying to help them but the customer wants to be demanding and doesn't want to listen sometimes to what you're saying.
Thank you for dropping such insightful and helpful comment. 😊😊😊👍
American people is more stupid that you can think. I do not know what language we do have to use to make them understand.
And that’s just regular people, imagine working with “professionals” that call very rude and unprofessional.
La voz del asesor me pareció suave y muy relajante y con mucha paciencia, excelente manejo de la comunicación.
I would like to have that english level. I understood some words but there's a lot of technical words. I am keeping learning.
Keep it up!!
My Godness!!! I feel like a dwarf in giants territory this will take a long long time
I just have listened southpark and now this, i'm not ready
I want to cry... God!!!
He is actually saying the route too fast
Guys you made one of your best videos even better, no complaints at all.
This was actually a good job and you added new vocabulary.
Thanks a lot for this.
Thanks for the great support 😊
Highly valuable material, the script of the tech support dialogue seems like the real thing, that customer on the phone is the typical fellow in an inbound call. You guys are wondeful.
There’s a lack of empathy which is one of the best qualities of any customer service representative should have.
Guys you remade this video, it looks way too much better and beautifully done.
As always Joshua shines 😙 and that voice Emanuel pulled off always impresses me a lot.
Thanks Vanessa
This is Emanuel, I'm feeling deeply thankful for your comment and feedback 🤗
Kisses.
@@HipronarySchool
Hugs and kisses for both of you guys 🤗
Thank you 😊
We're presently working on one of our hardest-to-create videos ever but we're extremely sure it'll have successful viewership and acceptation.
Stay safe 😊
Guys I prefer this one. The explanation is always good.
Definitely, I don't wanna work in a call center, thanks for the video
Thank you very much for these videos Joshua and Emmanuelle, I've been watching all them, are very useful so thank you.. please continue uploading these kind of videos...
I feel you. I did that for 4 days! 4 days!!!! Giving advice and trying to help people over the phone! It was the worst experience ever! And it was only for 4 days! That's how long I lasted!
Greetings guys, I remember this dialogue was the reason why I subscribed to your channel.
I'm an introvert, I suffer from anxiety and I overthink when people yell at me. This is not the job for me haha.
Same. But i'm looking forward to it because i have no other option to feed myself. Wish me good luck
@@Raqifluz Hi, how did it go?
Thank you so much for those videos. I was thinking to work as a call center but I realized that I need a lot vocabulary and this is really useful. :3
Samsung, Nike, Babbel, OpenEnglish, Amazon. I don't know how the adds thing works, but it seems to me that you guys are now in the big leagues.
That's excellent, video was great as always.
seems the representstive shows excitement and happy with what he was doing, he was able to do it step by step procedure in a laymans term where customer can understand it easily. hes not even using jargon. he speaks slowly, he pauses if necessary, he check for understanding. i can see this representative will work in his company for 40 happy years.
sarcasm inserted.
i admire you man cuz i wish I could have that fluency to speak English
Thank you Dark Heart.
Keep it up and you will achieve your dream fluency level.
Oh man you don't know how much I care about this video!! The way you express yourself it's absolutely kind and polite!! Definitely I would love to take some kind of training to act this way .. with this kindness!!!! And why not.. to try this job .. buy I'm afraid my English skills wouldn't be enough to face this challenge!! But I really would love to try it !! Thanks for this video!! I'm sharing it on my WhatsApp and facebook account!! Greetings from cucuta-colombia!!!
Remembering old times with this video, since then I have learned a lot of vocabulary with you guys.
Thanks a lot
Thanks for supporting our channel 😊
This brings back repressed memories I have of being a telemarteter/fundraiser.
"i am not bill gates though" HAHAHAHAH
Before working in the first call center, I used to watch this video a lot. I don't know, If I hadn't watched this video, I wouldn't have learnt what I know so far. 😎😎 thanks.
showing extreme patience here, bro.
thank so much to get that kind of videos ... I like your dedication and the kindly that you have to explain the vocabulary to the end of it ... congratulation guys
Hi guys, once again I am here to thank you for the content loaded on this channel and ask you for an escenario regarding hold ups on packages. It's gonna be completaly useful for a lot of us looking for a job.
Just quit my technical support call center job my anxiety and stress level has risen I'm a chef so you know working in high stress volume environment is the norm for me BUT!!!!! telling someone the same thing over and over is irritating not to mention the know it all that call in when in actuality they know nothing about what they are doing but refuses to listen to your instructions man it was the worse!!!!!!!
I tell them if they need help to follow my advise and if they think is not useful I will escalate to their local IT or whichever team handles that issue after me and they back down and start following my lead
WOW, that is hard to understand, now imagine if this was someone with a very heavy accent.....
I’d be fired if I brought even an iPod mini inside the call center.
Some call centers do allow agents to enter with technological devices.
Same here lol
Same here... I do have my phone though..
There are people saying that they have already watched this video, but I haven't. I can't recall so for me this was wonderful guys.
Andrea you're so beautiful.
Howdy Andrea,
That makes us feel so glad.
Thanks for commenting
Very useful video! Emanuel does a great job playing that kind of maddening user, even the voice he does is maddening lol
I'm watching this just to improve my English and i just figured out how hard is work for fools who haven't used a computer in their entire life. I did it in the past and i hated it. I admire you bro, you're so relaxed and nice god damn, could you give me some advice to improve my English?
I wish you the best!
❤️Joshua I am your biggest fan 😍 I am glad I found this channel because you both are great Emanuel and you but I am happier because I can see you every day in your videos. Guys keep doing what you do because both are great at this.
Hey there 😊
It's Emanuel, we feel extremely fortunate to have this channel upon being able to contribute to many people and help them enhance their English proficiency.
Guys you're even better than a lot of English-speaking channels that teach this topic.
Thanks 😊 that's awesome to hear
Relate very much. It's very hard to trouble shoot through phone. I was once a technical support. Accent is really an issue.
Hey bro' it was kind of nice type of convesation, also a great sample of a difficult but a satisfactory customer phone call end... It was a real life in a call Center!! My congrat' s my bro'!!!! I say hello from Barranquilla, Colombia... Really like it....
I ve worked doing technical support for enterprises I USA from Colombia and in spite all you say is of the best paid jobs in my country
Como ha sido tú experiencia?
Reviewing the vocabulary is wonderful
Waw one video teach me how to learn english, how to be patient, how to be a call center officer, and a technical, great channel
I think you guys are awesome! The Portuguese and Spanish add on are excellent!
Whatever you make is pure gold guys.
This conversation is going way too fast for the customer to keep up with.
Jargon to non-native speakers who are lacking of good content / input in this specific area doesn't need be taught in the strict sense of the word. Both parties could easily walk away with a straightword conversation without the assistant having to excuse and repeat himself way too much. One should never take it for granted that the other party in the conversation is knowlegeable about the matter at hand.
Without a shadow of a doubt you didn't understand the main bottom line of this video. Perhaps you should go ahead and carefully read the pinned comment above so you get a better understanding of what this video really aims at.
As content creators we just wanna teach as many slang words and/or jargons as possible so y'all can incorporate them into your active repertoire, although it's up to you whether you wanna use them or not.
Your comment is greatly appreciated nonetheless you seem to have missed the main point that we're portraying through this video.
God bless!
Yup agent already had his first clue of the client's knowledge on tech/computers but he still did not adjust, still said 'ping' at the end part, which was very complicated for an ordinary dude. Either he's insensitive, on auto-pilot mode or just plain flaunting.
Hipronary School Call center training title says 'what actually happens in a call center's then obviously it was not from your 'added infos', people just go for the leading title just in case you don't know
@@HipronarySchool He understood and he is right, you're not
Estan a otro nivel ustedes. Best channel ever
Thanks 😊
The worst part of the call centers is that companies most of the times choose poor countries to pay less and receive more hours of service but the agents don't even speak proper english so customers get even angrier.
no tengo palabra en inglés para decir esto: se la comieron, ustedes son lo maximo. Diossss!!
Thank you 😊
I already watched the video, but I totally recommend it. It's great
Your very polite and nice the way you talk with the customer. Iwish I had a chance to talk with you to get more Tips .. I am fro the Philippines
Ok, I finally learned what a layer 8 means.
Last time I had that doubt but didn't ask.
Ja ja ja Louder with Crowder a popular American UA-cam channel put an add on this video. Wow guys this means you're attracting the correct sponsors and people to your channel. Congratulations
Thanks Frank
We're working hard to grow 😊
And some thresholds have come up amidst the way as a compensation for our determination and commitment.
I´ve been watching your videos and I just want to tell you that those videos has been such an useful tool for me.
Thank you very much team of this channel who has uploaded this content I was searching this content on UA-cam from the last of one month but I didn't get any clear video where I can hear customer care support recording and your work very appreciate and thank you very much for the sharing this experience via a video how to tackle and handle of the customer while I am I'm on on call with a customer to explaining the problem to understanding the problem thank you team love you and please upload more video as like which I am watching right now
Regard
Mohd Danish
Hello !! I hope to be the first one from Telus Tech Support and yes !! My supervisor and Operation manager are dating each other #TakeCare !! Colleges!!
As a technical support before, We don't use jargon words. We can use those technical words if you heard your customer say it. It also depends how old your caller is and providing them instructions slowly and clearly. We also need a lot patience like what you did on the call. 😄
Thanks for your comment.
Kindly note that this is an English teaching channel therefore we purposely use jargons.
That's a funny video, and very aducational , good job joshua, you are very professional.jajjaajjajjjaja
Q hermosura de hombre, asi si da gusto aprender.
Thanks 😊
me ha ayudamo mucho lo he visto como 5 veces y les agradezco
Gracias Daniel.
Nos alegra saber que te ha ayudado.
Estaremos subiendo uno probablemente mañana o el día el lunes.
Así que stay tuned!
You are so good, guys. RESPECTS!
Hi David,
That's very nice of you 👍🏾😁
As a agent of the tech support costumer service for over 2 years I can tell you that this is true ..😭
Cool, it means you can fully understand what this is all about.
Thanks for your support.
Do you guys manage with metrics? Because I’m pretty sure some of your calls can last hour!!!!
Maurelin Rafael Moreno today I had a call that lasted for over 2 hours
We do have metrics but when it comes to tech support and the time that we have to help the costumer and resolve the issue it’s not measured or at least they don’t put pressure on us when it comes to that 🥵
I can learn speak english whit your videos, thanks
New favorte channel of learnig, thanks man!
Keep it up.
Thanks for dropping by.
Thanks for everything, sir.
Now, could you please share us a PDF with this vocabulary and the meanings of each of em'?
Hey mister, thank you for the explanation on live!
Por esto es que me suscribi a este canal tan bueno. Q vocab mas util y con su explicacion al final puedo entender mejor.
Gracias chicos
Thanks Laura
We appreciate your support 😊
Great. I obtained a lot of vocabulary thanks to your video. thank you!
Beautiful mononym ... Cher, Bono, Emanuel
Customer calls in to have the internet working. Because he loves his daughter that much who works as a freelancer.
Customer just want to get his internet that he pays from your service. He did not even get it for free.
You're a technical support not a robotic program or something.
Ive almost cry hearing the customer asking for help but being asisted this way.
Howdy Raprap. What's good?
Without a shadow of a doubt you didn't understand the main bottom line of this video. This is an English teaching channel so we don't teach customer service whatsoever. Kindly feel free to go ahead and carefully read the pinned comment above so you get a better understanding of what this video really aims at.
As content creators we just wanna teach as many slangs and/or jargons as possible so y'all can incorporate them into your active repertoire, although it's up to you whether you wanna use them or not.
Your comment is greatly appreciated nonetheless you seem to have missed the main point that we're portraying through this video.
God bless!
@@HipronarySchool I am a Tech support,
this just not what tech support does on our end,really, we do not get surveys but we make sure to let the customer knows the rootcause in the simpliest way they can imagine and particularly what fixes the issue. That way they'll know what to do if this happens again. Thats why callbacks not a pain to us at all.
Might change the title to
“How to trigger customer to throw the router"
😉
I was in a call centre and I can swear you guys, I didn't like it at all. Right now, I'm still recovering from anxiety. But when they were happy for the solution I felt cool. But the conclusion is I need to find a cool job 😀
Demasiado bueno locos, saludos desde la Argentina 🇦🇷
Quoting the Joker :
Why so serious? 😂 Just kidding, but we love your smile.
Are you troubled?
i need to speak to a manager!! i loved the video.
Superb guys, I'm still impressed with your command of English.
Thanks James
We're glad to hear that from you.
Esta conversacion ya estaba solo que le añadieron el vocabulario bien por eso 👍👍👍👌👌👌
thanks for making time to upload these videos are valuable
It was an incredible accent. Tks for upload.
You're welcome!!
I can feel the pain of that tech Support guy
Only those who've gotten onboard can fully understand what it's indeed like.
What an excellent video like everything you upload guys.
Thanks for your comment 😊