Full transcript
0:00this is the knowledge base of this mock
0:02call
0:03this mock call has explanations in
0:04between if you prefer the pure
0:07uninterrupted version of this click the
0:10link at the top right corner of this
0:11video
0:13ready one two three ring
0:20hi thank you for calling questron this
0:22is candice how may i help you
0:24candace what the actual
0:28is going on with your company are you
0:30guys going bankrupt or something
0:32as far as i know the company is stable
0:35and doing great
0:36may i know your concern before we hear
0:39the customer's concern
0:40let us first rewind her first words and
0:43then ask yourself
0:45what you can say about the customer
0:47candice
0:50what the actual is going on with your
0:52company
0:53are you guys going bankrupt or something
0:55yes
0:56that's right she is an irit customer
0:59and she has the potential to become
1:02verbally abusive
1:03as you heard she was cursing so in this
1:06case
1:07as the agent what should you do should
1:10you
1:10warn her not to do it should you call
1:12her out for her cursing
1:14you have five seconds to answer that
1:16question
1:22so the answer is no you should not call
1:25out the customer for cursing
1:27just yet and that's because
1:30this is the early stage of the call the
1:33early stage of the call is the best time
1:35for you
1:35to let the customer pour her negative
1:38emotions
1:40make her feel that she's being listened
1:43to so that later on in the call
1:45she will be able to listen to reason
1:48that's the only way that you could get
1:50your customer
1:51to listen to you by the way cursing is
1:54not the same as
1:55being sexist homophobic uh racist
1:59i'm sure 99 of us curse when we're angry
2:01so
2:02this is something that we can let go for
2:04now at least
2:05let's proceed are you guys going
2:07bankrupt or something
2:09as far as i know the company is stable
2:12and doing great
2:13may i know your concern oh let me see
2:16first of all you gave me a used voucher
2:20like how could that even can happen
2:24second nobody's answering my email
2:28someone from your company promised to
2:31send me a voucher within 24 hours
2:33it's been 14 days the sale has ended
2:36and i still have no in voucher why
2:40i seriously want to know why because it
2:42is such a mystery to me as to
2:44how a company could be this messed up
2:46what in the actual is going on i need to
2:49know that somebody's
2:50going to get fired for this or i'm out i
2:52am done doing business with your company
2:55i'm so sorry for any inconvenience we've
2:57cost you
2:58normally anyone from our company should
3:01be able to replace vouchers within 24
3:03hours
3:04why do i have to beg for it why do i
3:06have to email you multiple times
3:08for a measly 10 discount it's
3:11humiliating
3:13i understand that do you really
3:16you keep on saying you understand but
3:18for all i know you're just reading off a
3:19script
3:21i'm honestly just as confused as you are
3:23right now like i said
3:24voucher issues should be something that
3:26we can resolve easily
3:29if you can give me your email address
3:30and full name i will review the notes
3:32from the previous agent
3:33and i will find the answer for you as
3:35soon as possible
3:36as you heard candice did not only
3:39empathize
3:40and apologized to the customer she also
3:44hasn't to ask for the information needed
3:47in order to pull up the customer's
3:49account which were the
3:51email address and the full name while it
3:54is important to
3:55empathize with the customer you also
3:57need to get the conversation moving
3:59try not to linger on the empathy and
4:02apology
4:02part and get the conversation moving by
4:05asking the question
4:06as soon as possible if you can give me
4:08your email address and full name
4:10i will review the notes from the
4:11previous agent and i will find the
4:13answer
4:14for you as soon as possible email
4:16address
4:18impossiblecustomer gmail.com
4:22name is tabitha ratchet
4:25tabitha ratchet thank you tabitha
4:30so annoying this is the first time that
4:33i have to deal with a service as shitty
4:36as this
4:36so as you heard tabitha the customer is
4:40still not finished and this is normal
4:43the good thing
4:44is candice has already obtained the
4:46necessary information to pull up her
4:48account
4:49so now candice has two tasks first is
4:52the emotional part and that
4:53is to empathize with the tabitha every
4:56time she hurls an insult
4:57every time she complains and the logical
5:00part which is
5:02to check the customer's account and see
5:05what exactly happened
5:07with her previous contacts let's proceed
5:10so annoying this is the first time that
5:13i have to deal with a service as shitty
5:15as this
5:17yes uh this must be frustrating for you
5:19especially that the sale has already
5:21ended
5:22you said it you better have a solution
5:25for me today or else
5:26i'm out i'll quit doing business with
5:29your company
5:31yes and i'm going to do my best to help
5:33you today tabitha i have your account
5:35pulled up now
5:38okay what do you see
5:42so according to your email history here
5:45you sent us an email on the third
5:47asking for help about the voucher
5:48discount 10 that showed an error message
5:51this code has already been used and
5:53claire the previous agent
5:55assured you that she would send a
5:57replacement within 24 hours that's right
5:59that's right since then i emailed
6:03three more times and haven't gotten any
6:05news from her
6:07crickets yes i see her that as well
6:10this was truly not the service that we
6:12want you to experience
6:14so what i will do now well it better not
6:16be
6:17i swear something must be done about
6:19this
6:20exactly so what i will do now is to
6:22further check why the code wasn't
6:24working
6:24and what i can do to resolve this for
6:26you can i put you on hold for two
6:28minutes so i can get back to you with an
6:29answer
6:30fine go ahead thank you so now
6:34we are going to check the customer's
6:36account we have seen
6:37the email exchange between tabitha and
6:40the previous agent claire
6:42now we are going to check her order
6:44history so based on this info
6:46tabitha placed an order for a juicer on
6:49april 2nd
6:50a day after she received the voucher and
6:53instead of being 49.99
6:55she ended up paying 39.99 because she
6:58used the discount 10
6:59voucher which is the voucher that she
7:02claimed
7:03wasn't working now what does this mean
7:06for tabitha
7:07this means that her voucher wasn't
7:09working on april 3rd
7:11because she already took advantage of it
7:13on april
7:142nd meaning she's not eligible for a
7:17replacement voucher because
7:19according to the knowledge base vouchers
7:22can only be used
7:23one time now this is exactly what
7:25candice is going to tell tabitha
7:27let's hear it thanks for reading tabitha
7:32so here's what i found the reason why
7:35the voucher didn't work was because
7:37you have already used it on your april
7:39second order for a koi
7:41juicer so you tried using this on hold
7:44on hold on hold on
7:46what are you talking about i don't have
7:48any chance to use that code at all
7:50i paid the full price of that juicer
7:52with my own money
7:55if you checked the order confirmation
7:56for the juicer you ordered on the second
7:58you were supposed to pay 49.99 but since
8:02the discount 10 voucher was applied to
8:04it
8:04you ended up paying only 39.99
8:08so so let me get this straight you're
8:10saying that i cannot reuse that voucher
8:13no all our vouchers can only be used one
8:16time
8:19what about the promise that claire made
8:20me she told me
8:22as you can see from her email that she's
8:24going to send me a replacement voucher
8:26because the first one didn't work the
8:28voucher did work tabitha
8:30unfortunately claire made a mistake she
8:32was under the impression that the
8:34voucher has not been used at all
8:36but was still displaying that error
8:37message but according to your order
8:39history here
8:40it has already been used in this case we
8:42cannot issue a replacement voucher
8:46well screw that mistake or not
8:49it still doesn't change the fact that
8:51claire promised me
8:53a voucher and i expect that promise
8:56to be kept i have a copy of her emails
8:59you have a copy of her email she clearly
9:02said
9:02that she's going to give me another
9:04voucher i can read you know
9:07what are you gonna do about it as a
9:08company are you gonna honor it
9:10are you going to compromise your
9:11integrity for a 10 voucher
9:14seeing that it was you who made a
9:16mistake not me
9:19if the code wasn't used then we'd be
9:21able to issue a replacement
9:22but since you have used it and the
9:24discount was applied
9:26we just can't no no no no
9:29i was promised a voucher i will get a
9:32voucher
9:33as simple as that the inconvenience i
9:36experienced candace
9:37are you going to forget about that are
9:40you going to say
9:41oh our bad we're so sorry and did not do
9:44anything about it
9:45no no no i have every right
9:48to claim that voucher if claire
9:51only told me immediately that i've
9:53already used that code
9:55then i would have been able to buy from
9:57the flash sale on time
9:59now it's too late see my point here
10:01candice this is no longer about whether
10:04or not the code was valid
10:06this is about you compensating me
10:09for the inconvenience how could you be
10:11so stupid candice
10:13now this is where the customer went a
10:16little too far
10:17and personally attacked candice now
10:20remember that personal attack
10:22constitutes a verbal abuse
10:24so this is now the time for candace to
10:27call her out for that
10:28and give her warning this is about you
10:31compensating me for the inconvenience
10:34how could you be so stupid candice
10:37hold on tabitha i understand this is
10:39frustrating for you and i will do my
10:41best to help you with this but
10:42i cannot do my job if you attack me
10:45personally
10:46now would you be willing to stop calling
10:47me names so that i can help you or
10:49would you prefer to have a few moments
10:50of your own and we'll talk later
10:52tacky personally i'm not attacking you
10:54personally candace i'm upset about the
10:56situation
10:57i want your company to prove to me that
11:00this is not the service you want me to
11:02experience
11:02as what you've said earlier make it up
11:04to me give me an exception
11:07after all you're the one who screwed up
11:09i'm not attacking you personally i just
11:11want my 10 discount
11:15absolutely understandable so what i will
11:17do now is to consult my supervisor about
11:19this and see what we can do for you
11:21now can i put you on hold for two
11:22minutes notice that even if the customer
11:25denied that it was a
11:26personal attack candace did not argue
11:30she could have said no tabitha you just
11:32called me stupid and blah blah
11:34no candace didn't say that for two
11:36reasons first
11:38she did not want to add fuel to the fire
11:41if she had said that she would have
11:43antagonized
11:44tabitha even more and instead of them
11:48talking about the voucher they would be
11:49talking about who
11:50insulted who second tabitha's reply no
11:53longer showed
11:54any sign of verbal abuse attacking
11:57personally
11:58i'm not attacking you personally candace
12:00i'm upset about the situation
12:02i want your company to prove to me that
12:05this is not the service you want me to
12:06experience
12:07as what you've said earlier make it up
12:09to me give me an exception
12:12after all you're the one who screwed up
12:14i'm not attacking you personally i just
12:16want my 10 discount
12:19she did not apologize fine she also
12:23denied that it was a personal attack but
12:26there was no cursing and any personal
12:29attack anymore so
12:30this is a sign for candace to just move
12:34on
12:34and go back to the subject at hand and
12:37that is
12:38how to resolve tabitha's issue
12:40absolutely understandable
12:42so what i will do now is to consult my
12:44supervisor about this and see what we
12:46can do for you
12:46now can i put you on hold for two
12:48minutes you go right ahead
12:50i'll be waiting thank you now candice is
12:53putting tabitha on hold because she is
12:55going to ask for her
12:56team leads approval to issue the voucher
12:59according to the knowledge base
13:00the company may offer a voucher if a
13:03customer experiences an inconvenience
13:05and
13:05yes tabitha experienced an inconvenience
13:08here because
13:09of the mess that the previous agent
13:11claire made
13:12not only did claire not reply to
13:15tabitha's
13:15email for four days she also promised
13:18her a voucher
13:20even if tabitha isn't really eligible
13:22for it so let's say that candice
13:24is walking on the floor and approaching
13:26her tl to ask for that
13:28approval unfortunately her team lead
13:31discovered something questionable in
13:33tabitha's account
13:34and that is the fact that tabitha
13:38has called nine times in the past for
13:42this
13:42similar case where she claims that she
13:45hasn't used her vouchers when in fact
13:49she did use those vouchers and then
13:51later on asking for another voucher
13:53for the inconvenience because of this
13:56candace's supervisor is saying
13:58no now let's hear how candace delivers
14:01the news
14:02thanks for waiting tabitha so what do
14:05you have for me
14:08my supervisor has checked your previous
14:10cases and decided that
14:11we cannot give you another voucher and
14:13that's because
14:16we have checked your previous cases and
14:19we have seen
14:20nine similar cases as this one and each
14:22time
14:23we have given you an extra voucher even
14:25if you have already used
14:26each of them for this reason we cannot
14:29give you
14:30another voucher today if you think that
14:33i'm gonna let you get away with this
14:35you're wrong i'm gonna sue your company
14:39and you are gonna regret working there
14:41i'm gonna make sure that you are fired
14:44yes you candace you are going to lose
14:47your job
14:48and hell shall freeze before i order
14:50from your company again
14:53unfortunately tabitha this decision is
14:55already final
14:58tell me candace are your mother and
15:01father
15:01cousins what part of it don't you
15:04understand
15:05this is no longer about the code this is
15:07about your company
15:09causing me a great inconvenience for not
15:11warning me that the voucher has been
15:12used
15:13as i said i need compensation for that
15:17and we would have gladly given you
15:19another voucher but we have seen from
15:21your records here that this has been a
15:23pattern with you
15:24you call and claim that your vouchers
15:26aren't working
15:27even if you have successfully used them
15:29with your orders and all
15:31nine previous agents gave you a
15:32replacement each time and
15:34this has been happening for nine times
15:36now we cannot give you another one today
15:38so as you heard candice just repeated
15:40what she said previously
15:42she just paraphrased there really is
15:44nothing more to say here
15:46uh this is the point of the call where
15:48you just really need to be
15:49firm and to hammer the finality of the
15:53verdict to the customer's head
15:55you know what q q
15:59q how stupid could you get i have been
16:02repeating myself
16:04many times and you still don't get it
16:07tabitha please be warned we cannot
16:09tolerate this type of language
16:10if you keep using profanities and keep
16:12attacking me personally
16:14i will have to disconnect this call i
16:15believe i have explained everything you
16:17need to know
16:17when a customer experiences an
16:19inconvenience we are more than happy to
16:21issue a voucher
16:22but as we have seen with your nine
16:23previous cases we have a reason
16:25we have a good reason to refuse your
16:28your request
16:28you i am going to report you to bbb
16:32you especially you candice is the agent
16:34and your
16:35incompetent scammer company tell your
16:38ceo that your company will never see the
16:40light of day
16:41ever again i'm afraid you left me no
16:45choice
16:45but to disconnect this call if you have
16:47any more questions feel free to call us
16:49again i'm now going to end this call
16:50thank you for calling question bye
16:54goodness bye-bye oh help me lord
16:59and that's it upon finding out that
17:01tabitha
17:02is never getting that voucher became
17:04fully unhinged
17:06what used to be a manageably irid
17:08customer
17:09became more and more verbally abusive
17:12and of course candice first called her
17:15called her out for that and when that
17:17didn't work as you heard
17:19candice rightfully disconnected the call
17:22so if you want the script of that
17:24warning message that candice
17:26said in this call i'm gonna link it up
17:28at the top right corner of this video
17:33[Music]
17:35now notice that there were two holds in
17:37this call
17:38and that is because this was not exactly
17:40a simple
17:41issue this was a complicated one
17:45it was true that tabitha already used
17:48the voucher on her order but it was also
17:51true that the previous
17:53agent messed up
17:56to put it lightly it was something that
17:59candice was
18:01not sure whether or not she has to issue
18:04a voucher but when tabitha insisted
18:07then she later on asked the supervisor
18:10for their approval which
18:11the supervisor didn't give another point
18:14that i want to make
18:15is this was obviously the mistake of the
18:18previous agent claire
18:20if she only checked the status of the
18:23code
18:23the order history of tabitha she would
18:25have found out quite easily that
18:28the code was used by tabitha and there
18:30was no longer a need to
18:33promise her about her and candice
18:35wouldn't have to experience this ordeal
18:37with the tabitha
18:39basically candice was cleaning up the
18:41mess
18:42that claire made and unfortunately
18:45this is usually the case of super super
18:49irit customers
18:50if your customer is super irate chances
18:52are
18:53the previous agents have made a mistake
18:56and you have to fix it for the customer
18:58all right that is all for today as you
19:00notice there was no call flow in this
19:02video
19:02but if you need more information about
19:05the call flow
19:06check out my previous video of mock
19:08calls
19:09specifically my mock call playlist thank
19:12you so much for watching bye