Technical Support conversation....

  • Published on Feb 27, 2013

Comments • 121

  • Viviene Baldio
    Viviene Baldio Month ago

    Mock calls exam nila siguro..hahaha.. Gnyang ganyan un eh during training days

  • Bonifacio Petalcurin
    Bonifacio Petalcurin 3 months ago

    Fished off

  • Vinayak Thosar
    Vinayak Thosar 7 months ago

    Both are the same voice?

  • Donna Gomez Zamora
    Donna Gomez Zamora 9 months ago +1

    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 ❀

  • Jesserie Pabua
    Jesserie Pabua 10 months ago +8

    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!

  • what the hell
    what the hell 10 months ago

    taena, parehong nagbabasa ng script.. LOL

  • Neil Benedicto
    Neil Benedicto Year ago

    this conversation looks like a mock calls haha

  • Michael Cucio
    Michael Cucio Year ago

    youre both stupid.πŸ˜€πŸ˜€πŸ˜€

  • ankita thakur
    ankita thakur Year ago +1

    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 come to us for any support

  • Xander Doegreat
    Xander Doegreat Year ago

    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".

  • brandon day
    brandon day Year ago +26

    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 fine
    Thank 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]
    Okay. 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?
    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]
    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]
    By the way, while I am running tests, has anyone told you what we use the emails for? [prevents dead air]
    (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]
    (Continue troubleshooting flow)

    • marven sabang
      marven sabang 4 months ago


    • TheWhiteFraven
      TheWhiteFraven 4 months ago

      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

    • Marlon Valdano
      Marlon Valdano 5 months ago

      Just started doing this job. This is heaven sent! Thanks for the tips Brandon!

    • Lumia
      Lumia 5 months ago

      are u from india

    • Revy Malana
      Revy Malana 6 months ago

      brandon day z

  • Blake Paigee
    Blake Paigee Year ago

    Halatang scripted.

  • John Fontanilla
    John Fontanilla Year ago +2

    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. πŸ˜€

  • emil yo
    emil yo Year ago +1

    wag mayabang mga put@ng iNaNG gaG0!! PRAKTIS NGA EH DBA.. ARTE NYO!

  • Edu Ragu
    Edu Ragu Year ago

    Peaced off

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  • Borislav Hristov
    Borislav Hristov Year ago +1


  • Hydee Ilustrisimo
    Hydee Ilustrisimo Year ago +13

    "Can you please REPEAT yourself AGAIN?"

    • emil yo
      emil yo Year ago +1

      repeat yourself is enough. no longer needed. that's what i also noticed.

  • Jerome Balaba
    Jerome Balaba Year ago

    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.

  • Jorge Apt
    Jorge Apt Year ago

    This lady is so annoying!!!!! I don't like this customer

  • HAHAHA !!!
    HAHAHA !!! Year ago

    You’re not happy , cancel bitch

  • Jovencio Refuerzo

    Cut the role play . . : D

  • Hello and Goodbye

    Amazing video! Keep it up!!!

  • Lou Lapidez
    Lou Lapidez Year ago


  • Joanne Cunanan
    Joanne Cunanan Year ago +1

    no for the grammar haha 😭 who's idea of uploading this in youtube!?

  • Carl Roberts
    Carl Roberts Year ago

    HalAtAng scriptted hehehe.. halata baks.. pero thanks sa tips

  • Arwin Patio
    Arwin Patio Year ago +1

    The Customer/Trainee is obviously reading. πŸ˜‘πŸ˜‘πŸ˜‘

  • pybro SX
    pybro SX 2 years ago +1


  • pybro SX
    pybro SX 2 years ago

    holy hello ms roj was dumb

  • Tim Gruber
    Tim Gruber 2 years ago

    said wrong license numbers 58511674 2017aabmb-saw-qujqln wrong license ti gruber

  • Tim Gruber
    Tim Gruber 2 years ago

    type in tim gruber585aambsawqujqln wrong numbers?

  • juan dela cruz
    juan dela cruz 2 years ago


  • WhaTisDeadMayNeVerDie
    WhaTisDeadMayNeVerDie 2 years ago

    high school project

  • E Schur
    E Schur 2 years ago

    extremely fake

  • PatterNex
    PatterNex 2 years ago


  • Rekkemmo
    Rekkemmo 2 years ago +2

    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.

    • Rekkemmo
      Rekkemmo 2 years ago +1

      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.

    • w0nd3rb0y
      w0nd3rb0y 2 years ago

      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.

    • Rekkemmo
      Rekkemmo 2 years ago

      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

    • Daniel Houldcroft
      Daniel Houldcroft 2 years ago

      actually the UK does use DSL do your research before making statements

  • Romnick Lazatin
    Romnick Lazatin 2 years ago +4

    They are reading a script. lol. The caller is a bitch-wannabe.

  • Romnick Lazatin
    Romnick Lazatin 2 years ago

    Nakakainis yung caller.

  • jake dane reids
    jake dane reids 2 years ago

    tang ina SCRIPTED HALATA

  • jake dane reids
    jake dane reids 2 years ago


  • Boyerz Urashima
    Boyerz Urashima 2 years ago +10

    You forgot to say "Is there anything else you want me to help you with?" xD

  • Percival Flores
    Percival Flores 2 years ago +8

    ok na yan.. you guys are doing ok, try listening to "patels" and you will be proud on how you sound..

  • Mohith Mohith
    Mohith Mohith 2 years ago

    lot of errors..don't say..repeat yourself again.. just "reapeat yourself" enough..

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    himmat singh 2 years ago

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  • Lucifer Amenuel
    Lucifer Amenuel 2 years ago

    Are they all from Afghanistan??? Their name probably would be Asekekem Muslim something

  • Dee Laraza
    Dee Laraza 3 years ago

    OH OH OH!

  • Silver Trumpet
    Silver Trumpet 3 years ago

    Oh lol someone said sige in the baxkground wtf

  • Angeliza Monton
    Angeliza Monton 3 years ago

    mock calls hahaha

  • Angeliza Monton
    Angeliza Monton 3 years ago

    mock calls hahaha

  • Anastasiah Romanova
    Anastasiah Romanova 3 years ago +43

    Two trainees practicing. I wonder if they passed the actual mock calls.

  • Umberto Aureo Jonson
    Umberto Aureo Jonson 3 years ago +16

    you can feel that they were both reading a script.

  • Renz Revilla
    Renz Revilla 3 years ago


  • SE45CX
    SE45CX 3 years ago

    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.

    • Pesh Madscientist
      Pesh Madscientist 2 years ago

      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.

  • green house
    green house 3 years ago +2

    spokening dollar

  • Carmina dela Merced
    Carmina dela Merced 3 years ago

    Wtf hahaha! Am i playing dolls? Its like im at a doll house with some shitty girl doing the narrating.. Haha

  • jannice salvador
    jannice salvador 3 years ago

    its just sound so scripted and she is reading something... no real emotions πŸ˜”

  • Hannatarou Yamada
    Hannatarou Yamada 3 years ago +1

    mock calls, cant you tell? i had enough of your critic shits

  • Supreme Critic
    Supreme Critic 3 years ago

    Just a piece of advise, please do more practice on your English accent and diction. I thank you!

  • 24LionHearts
    24LionHearts 3 years ago +11

    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!

  • Nelson Ramirez
    Nelson Ramirez 3 years ago +1

    I really love it .Thanks for showing this video!

  • Homer Vidal
    Homer Vidal 3 years ago

    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.

  • anonymous kid kid
    anonymous kid kid 3 years ago +2

    its a mock test. and for me its a good call. πŸ‘πŸΌπŸ‘πŸΌ

  • Miko Sancho
    Miko Sancho 3 years ago +4

    English pronunciation sucks!!!😑

  • Matty Besa
    Matty Besa 3 years ago +2

    The caller sucked in speaking english. Wtf

    • Andih Rico
      Andih Rico Year ago

      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

    • RY LOmen
      RY LOmen Year ago

      For me, she sounds fine. After all it's not the accent that matters, it's the information you delivered to the costumer.

    • emil yo
      emil yo Year ago +1

      GAGO! MAY I KNOW RIGHT RIGHT KAPA! pilipinong hilaw! BuLb@L!!!@matty

    • emil yo
      emil yo Year ago +1

      you TOO!! MORON! BACKOFF BITCH!@ nicknok

    • emil yo
      emil yo Year ago +1

      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!

  • Ishy 220
    Ishy 220 4 years ago +1

    one direction at the end lol
    thanks veru useful

  • ben vergara
    ben vergara 4 years ago


  • Bethany Jane
    Bethany Jane 4 years ago

    Obviously scripted and the caller doesn't seem fluent in speaking English haha.

  • cindss19
    cindss19 4 years ago

    Ms. Smith has her braces. I can sense from how she speaks.

  • Kian - Rust
    Kian - Rust 4 years ago

    Guruaid came to my aid once again, all my issues solved.

  • Sharmaine Labaya
    Sharmaine Labaya 4 years ago

    make up your mind before making a script

  • Bernardo Narcida Jr.
    Bernardo Narcida Jr. 4 years ago

    scripted ..but very helpful guys ^^

  • deony loterte
    deony loterte 4 years ago

    Role playing

  • Chetan Pahade
    Chetan Pahade 4 years ago

    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

  • Alok Kumar singh
    Alok Kumar singh 4 years ago

    1-855-531-3731 Printer Technical Support Phone Number USA

  • jein ko
    jein ko 4 years ago

    Same conversation in my training! hahahhaa

  • malik monte
    malik monte 4 years ago +1

    what the FUCK! oh come on humor me. this is obviously SCRIPTED.

    • Romnick Lazatin
      Romnick Lazatin 2 years ago

      August Reyes say* :)

    • August Reyes
      August Reyes 4 years ago

      did the video title said it was an actual call? do you even know what simulation is?

  • Carlos Manuel Benares
    Carlos Manuel Benares 4 years ago


  • lokuazaz
    lokuazaz 4 years ago +1

    I don't know if you did the whole job but that was pretty good. :)

  • Razzen Charles Balingit


  • Mark Anthony Autus
    Mark Anthony Autus 5 years ago

    Haha..pinag aralan namin yan eh...copya lang yan.halatang nd totoo kc may tawanan...what aaaa!!!!

  • Marcial Sacquing
    Marcial Sacquing 5 years ago

    Parang mga tanga!

  • Maria Maria
    Maria Maria 5 years ago

    Is this mock test?

  • Jane
    Jane 5 years ago

    It really sounds scripted. They have the same voice quality. Not so good.

  • Vergel Razonable
    Vergel Razonable 5 years ago

    is this convey are scripted? :))

  • Lecco Claver
    Lecco Claver 5 years ago +1

    They have the same voice quality.. not good, anyway practice is a good thing.

  • Mario Dangankngak
    Mario Dangankngak 5 years ago


  • clint estapador
    clint estapador 5 years ago

    yak!! eeew!!! blah blah blah!!!

  • Jhee Smith
    Jhee Smith 5 years ago

    "can you please repeat yourself again",, redundant teh??? 1:37

  • Lydia Avila
    Lydia Avila 5 years ago

    Can't stand customers like her. Like come on the rep couldn't see the lights. The rep did a great job.

  • Jeric Delos Reyes
    Jeric Delos Reyes 5 years ago

    i like how they make the conversation :P even its scripted or not still nice view of a call center conversation :P