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Mock calls exam nila siguro..hahaha.. Gnyang ganyan un eh during training days
Both are the same voice?
I prefer using my own words, just a friendly conversation. And just today sabi ni customer "My daughter is not here it's not a device issue it's your system" then sabi ko "I need your help, I want you to trust me on this I'll walk u thru on how to do it and imagine I'm ur daughter , we'll take this slowly and surely okay?" Then he replied okay. And lipay kaayo sila kay na fix ❤
A lot of judgemental here ,you guys just shut up! You didn't know the background of their situation maybe they're just practicing,right? We all came from the lower part before reaching higher form of our life , it would be better if you mind your own not the life of others!
@Bert Aran yeah
@Bert Aran yes
True but too rude to make patol w animals, its against animal abuse.
taena, parehong nagbabasa ng script.. LOL
this conversation looks like a mock calls haha
youre both stupid.😀😀😀
Two trainees practicing. I wonder if they passed the actual mock calls.ou guys are doing ok, try listening to "patels" and you will be proud on how you sound..antivirussupport.marvelcorporate.co/ come to us for any support
Common problem of Filipinos is with the soft/hard [th] sound and short/long [i] sound.. like when she said in the video the word "pissed".
Xander Doegreat man nobody cares
I am a technical support agent. This is not how a real call goes. I will write out how a typical call goes:*beep* Thank you for calling XYZ Technical Support. My name is Brandon. With whom do I have the pleasure of speaking? [Pleasant voice, smile through phone, clear language]My name is Tom Smith.And would it be okay to call you by Tom [gets on a first name basis]Sure that's fineThank you. In case we get disconnected, is this the best number to reach you back with? [immediately get call-back-number just in case]1234 yes.Okay can you please give me just a moment while I pull up your account? [provides time for your systems to load the account and run an overview test on their general network health]SureOkay. Could you validate your account with either the last 4 of your social, your date of birth or the PIN on the account? [provide several options for account validation but offer no clues for phishers. closed ended questions get the brain to operate in the logical side instead of emotional]1234 is the pin.Yes. Thank you for that. [always say thank you when the customer has to do research]Okay. I see here that xyz is your current email, do you have a more current email address?No.Okay. And would it be okay to send you a brief 5 question survey to that email after our interaction on this call so that I can improve? [asking for feedback in an assertive yet peaceful way while showing them that you care about doing things right]Fine.Thank you very much. So what has you calling in today Tom? [research shows that saying "whats wrong" will likely lead to a 10 minute rant about their family. you can cut these rants in half by stating it this way]Well my internet doesn't work. I came home after a long day and my kids tell me that the internet hasn't worked all day. My kids have homework and I gotta tell you I am getting really mad about this. This always happens. I never had this problem when I was with abc company.I am very sorry to hear that your internet isn't working. I would be upset as well if I was in your position. But I would be more than happy to help you get this resolved for you. First I will take a look at your equipment and see which devices on the network I can communicate with [appologize for the inconvenience, show empathy, take ownership and tell them what you are going to do to resolve the issue]OkayBy the way, while I am running tests, has anyone told you what we use the emails for? [prevents dead air]No(explain services, promotions etc)Okay. I have finished running the tests. I am just going to gather a little more information about issues in the area as well. I may be able to resolve this without you having to do anything. Does that sound good? [always give them hope, but never promises]Yes(Continue troubleshooting flow)
I usually just ask the person to mute or hold, honestly after a year of hell taking calls i reslly realised i dont care about people's personal problems and it just drains you mentally. Focusing on solving the issue provides quick and efficient service without all the stalling time with pointless conversations
Just started doing this job. This is heaven sent! Thanks for the tips Brandon!
are u from india
brandon day z
Both of them sounded as if they were reading a script. I'm not certain how they would sound like if it is a real call. 😀
wag mayabang mga put@ng iNaNG gaG0!! PRAKTIS NGA EH DBA.. ARTE NYO!
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YOU NEVER PROMISE THINGS THAT MIGHT NOT BE ACTUALLY RESOLVED. I WISH I COULD DISLIKE THE VIDEO COUPLE OF TIMES AS MISLEADING. SOFT SKILLS 000000000*
"Can you please REPEAT yourself AGAIN?"
repeat yourself is enough. no longer needed. that's what i also noticed.
Di ako makagetover sa PIST OP! :)) Pisti ka day :D Practice is good thing however, they still need to work on a lot of things. Cge practice lang. You guys will eventually get better as you take in live calls.
This lady is so annoying!!!!! I don't like this customer
You’re not happy , cancel bitch
Cut the role play . . : D
Amazing video! Keep it up!!!
no for the grammar haha 😭 who's idea of uploading this in youtube!?
HalAtAng scriptted hehehe.. halata baks.. pero thanks sa tips
The Customer/Trainee is obviously reading. 😑😑😑
holy hello ms roj was dumb
said wrong license numbers 58511674 2017aabmb-saw-qujqln wrong license ti gruber
type in tim gruber585aambsawqujqln wrong numbers?
high school project
No one uses modem anymore, a line test doesn't tell you that a person has no DSL connection, it tells you if the line is ok. The DSL light is not supposed to turn red at all on any routers I've worked with, a red internet light however means either no IP address assigned or authentication failed. Also, wifi is disabled on this router. In a no sync situation the DSL light does not show up at all, it does not turn red. I'm curious what router this is, no router I've used turns its DSL light red in a no sync. I'm actually curious if this call is real, seems very unprofessional and unstructured in regards to a real life no sync. If its real, kudos to the agent who diagnosed the issue, however as a customer I'd prefer speaking to someone with more charisma then this, the agent doesn't not sound very empathetic, generally the agent sounded robotic, and unconfident. In a tech support role, your confidence can mean everything to the customer.
Yes you are right regarding modems are integrated into routers, if you read my comment properly you'd see I acknowledge this. AS you understand I was referring the original dedicated modems, which are barely used in todays society, most likely not at all by standard consumers. And yes I am aware of what DSL, VDSL, SDSL and ADSL are. VDSL is effectively FTTC. ADSL is high upload speed compared to download speed and SDSL is equi-fast speeds up and down. And yes you're right about routers having different lights to reflect a fault. However they follow the same basic principles. And finally the routers I actively have experience with are Zyxels, Netgear and Technicolors. I don't why you need to use profanity? I've haven't said anything in-correct.
What in the fuck are you even talking about? All ISPs use modems you dunce. If you are referring to fax modems, then yeah, fewer people use those. But, you still need a modem regardless of ISP. DSL and cable both use modems. However, generally, the one's provided by your ISP are integrated into a router/switch/WAP. And what the fuck are you rambling on about the different types of DSL. Do you even know what each of these are? On top of that, how many "routers" have you dealt with? You obviously don't know what you are talking about, so I am curious to know. There are many different manufactures, with different lighting.
Did you actually read my comment? Or just skim read and comment the first thought to your head? At no point did I say the Uk doesn't use DSL. In fact its all DSL, SDSL, ADSL & VDSL etc
actually the UK does use DSL do your research before making statements
They are reading a script. lol. The caller is a bitch-wannabe.
Nakakainis yung caller.
tang ina SCRIPTED HALATA
You forgot to say "Is there anything else you want me to help you with?" xD
ok na yan.. you guys are doing ok, try listening to "patels" and you will be proud on how you sound..
lot of errors..don't say..repeat yourself again.. just "reapeat yourself" enough..
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Are they all from Afghanistan??? Their name probably would be Asekekem Muslim something
OH OH OH!
Oh lol someone said sige in the baxkground wtf
mock calls hahaha
Two trainees practicing. I wonder if they passed the actual mock calls.
you can feel that they were both reading a script.
oh oh oh yes
Hey you Americans. I was wondering the term "happy camper" is an American thing right? Not from the UK I guess. The general definition is just a happy person. But I feel somehow the usage is most appropriate when you are under some subscription right? I really love to get some input from americans about the nuance of applying this idiom.
we city dwellers like to sometimes spend vacation time in the great outdoors. this is called "camping". comfort levels range from sleeping in a tent , in a quilted "sleeping bag" to multi-axled, small homes on wheels called "camping trailers". in any case, being in fresh air, not city smog, and relaxing under shady trees listening to the wind in the trees, the babble of a nearby brook, or birds brings about a feeling of peace and euphoria , and in this state of mind, one would call themselves "a happy camper" we are sometimes drunk too. I hope this helps you understand this expression, in hearing it from one of us North Americans, who has just had his tech. problem solved, or to use it appropriately to check if the caller is now satisfied with the solution. some people may perceive this a very, or perhaps too informal an expression. it may also be misunderstood as sarcasm, so use with caution.
Wtf hahaha! Am i playing dolls? Its like im at a doll house with some shitty girl doing the narrating.. Haha
its just sound so scripted and she is reading something... no real emotions 😔
mock calls, cant you tell? i had enough of your critic shits
Just a piece of advise, please do more practice on your English accent and diction. I thank you!
Supreme Critic British accent right?
I don't have problems with their pinoy-ish accent but... the irate customer acting is just horrible. Sorry for being a critic but... ugh!
+24LionHearts well that is true!
I really love it .Thanks for showing this video!
yes this a good examples guys, but instead of saying mom say mem. hahaha she's not your mother, i really like your phone call.
its a mock test. and for me its a good call. 👍🏼👍🏼
English pronunciation sucks!!!😡
The caller sucked in speaking english. Wtf
Ignorant people it doesnt matter if mali mali yung caller sa english nya ang importante ma intindihan ng agent at ma fix probs nya feeling perfect din kayo pare parehas lang naman kayong galing sa itlog
For me, she sounds fine. After all it's not the accent that matters, it's the information you delivered to the costumer.
GAGO! MAY I KNOW RIGHT RIGHT KAPA! pilipinong hilaw! BuLb@L!!!@matty
you TOO!! MORON! BACKOFF BITCH!@ nicknok
don't be rude men.. i know you've been there before if you worked in a bpo.. it's clear., they are doing whats right. they want to improve and study what's good about and what needs improvement. you are the one WHO SUCKED!! CHOKE YOURSELF! COCKROACH FUCKER!
one direction at the end lolthanks veru useful
Obviously scripted and the caller doesn't seem fluent in speaking English haha.
Ms. Smith has her braces. I can sense from how she speaks.
Guruaid came to my aid once again, all my issues solved.
make up your mind before making a script
scripted ..but very helpful guys ^^
thank you ,very nice video and i got good knowledge of technical support executive i hope u will upload more videos i am waiting for new video
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Same conversation in my training! hahahhaa
what the FUCK! oh come on humor me. this is obviously SCRIPTED.
August Reyes say* :)
did the video title said it was an actual call? do you even know what simulation is?
I don't know if you did the whole job but that was pretty good. :)
Haha..pinag aralan namin yan eh...copya lang yan.halatang nd totoo kc may tawanan...what aaaa!!!!
Parang mga tanga!
Is this mock test?
It really sounds scripted. They have the same voice quality. Not so good.
is this convey are scripted? :))
They have the same voice quality.. not good, anyway practice is a good thing.
TUNGAW NGOK CONVERSATION
yak!! eeew!!! blah blah blah!!!
"can you please repeat yourself again",, redundant teh??? 1:37
pero nung baguhan yan tatanga tanga dn yan
+Jhee Smith ganyan porke tenured ka ng hayop ka?
Can't stand customers like her. Like come on the rep couldn't see the lights. The rep did a great job.
i like how they make the conversation :P even its scripted or not still nice view of a call center conversation :P