Scripts/Spiels for Difficult Callers

[msbles]

Call center people are the nicest people in the world, but we get to meet the worst of the worst!

So what do you tell people when they keep asking for your supervisor? Or for your phone number? Or what you're wearing? Or where you're located? Or if you're an American?

Please contribute your self-made (or company recommended) spiels here!

[pinoynetwit]

^^^
I tell them straight to their faces that I am located in the Philippines and a Filipino. Very very rare that someone complained to me about this issue. What is important is that the CSR is good at pronounciation, proper stress on the syllables[when used as a verb or noun]. Also try to talk as if the person is right in front of you...be conversational and inject emotion on how you speak.

You can also explain to them that tech support[if you are in tech support] is very time consuming and this is the only way to efficiently service this type of account...outsource it. They understand that outsourcing is necesary in certain industries and department.

If you speak their language well, very conversational yet structured in handling the call...they will even praise your accent and patience.

Customers only complained to me about the monotonous and hard accent of a previous agent or that the previous agent is "eating the words".

[beingvane]

just tell them : "I'm sorry sir/ma'am for security purposes, we are not allowed to tell our location/race/fone number/outfit to our customers!"

hehehe . . . .

[msbles]

^^^
I tell them straight to their faces that I am located in the Philippines and a Filipino. Very very rare that someone complained to me about this issue. What is important is that the CSR is good at pronounciation, proper stress on the syllables[when used as a verb or noun]. Also try to talk as if the person is right in front of you...be conversational and inject emotion on how you speak.

You can also explain to them that tech support[if you are in tech support] is very time consuming and this is the only way to efficiently service this type of account...outsource it. They understand that outsourcing is necesary in certain industries and department.

If you speak their language well, very conversational yet structured in handling the call...they will even praise your accent and patience.

Customers only complained to me about the monotonous and hard accent of a previous agent or that the previous agent is "eating the words".

But some accounts don't allow you to tell customers where you are.

And how about the other tough spots, like: "You're service sucks." What do you say when you know they're right? :)

[tin28]

But some accounts don't allow you to tell customers where you are.

And how about the other tough spots, like: "You're service sucks." What do you say when you know they're right? :)

Ako pag sinabihan ako ng your service sucks, nag thank you ako.wala naman kami csat eh!kebs!hehehe!iikli pa aht mo kung tamad na makipagusap kausap mo babaan ka na lang phone :glee:

[beingvane]

they're right? what do you mean?

I would give this response:

"Sorry ma'am/ sir if you think that way, but I already did my best."

[BeePeeOOO]

Mag-email or chat support na lang kayo! make your life easy!!!!!!!

[b_9904]

they're right? what do you mean?

I would give this response:

"Sorry ma'am/ sir if you think that way, but I already did my best."

i beleive americans prefer to be called by thier last name or by thier first name.

[beingvane]

^ah okie. thanks for the correction. :)

[francois08]

First name that is.

[panjie_nicole]

di ko lam kung off-topic tong post ko..pero share ko na din..
hehehe..i had a teammate who once had received a call..like this..

agent: for additional security purposes,(done from basic verification, but needed more..) i need you to answer this multiple choice questions..pls be reminded
this is retrieved from publicly avail data sources and does not in anyway affect your credit ratings..(haha..hulaan nyo kung saan tong accnt na to..it's actually a script..duh 240s pang aht namin nyan ha...hahaha..)
confused customer..what??you're crazy..you're system's stupid..
agent: with a big smile pa in his face..(i'm beside him)"i know maám, i know...


hahaha..tawa kami ng tawa after nito..
*** lang..share ko lang..

i dunno..but mejo tama din *** sinabi ni pinoynetwit..
sometimes(not all the time) people would complain to you cause they're not understanding you or the agent prior to you..so bababa nila ***
phone then tatawag ulit, then lalo sa accnt namin pag gabi na 30mins or more waiting time..kaya mejo irate na sila..minsan ok ang accent ko pag nasa mood..but then pag badtrip ako minsan mejo nahahahalata nila na di me kano..sa experience ko
minsan ask nila "are you from india?", tapos syempre sasabihin kong "No, maám i'm not.." minsan makikipag-cooperate na sila syo..

sa accnt namin, you would be asked to call them by Ms/Mr. then last name..nung minsang tinawag ko sila by their first name though ok nga sa kanila dahil nagpaalam naman me kung pwede ko syang tawaging ganon..napagalitan naman me dahil for quality's sake..arrrgggghhh...

sa accnt namin, pwede sabihin san location..and before na wala pa kaming csat..
i had a call one time, sinabi kong i'm from the phil..tpos the caller was like.."you people from third world countries..who the hell do you think you are..you're robbing the other americans from job opportunities..
just told her:"maám, i'm just doing my job as it was assigned to me..if you want to complain why the company chose to hire people from our country then it's the company's decision not ours..so if you have anything against it, go and write a complain to the company...then here i am, giving her the e-mail or the add..tapos sabay release ng call xe nagmumura na sya nang magsimula na kong maglitanya..or at times, minsan maghahanap sila ng someone from the us..ang sasabihin namin..pag ayaw nilang makipag-cooperate pagkatapos namin mag-opening spiel..alright, just call back this number and wait for an american agent to answer your call..eh usually pag daytime na dito, close na *** cc sa us..kaya, usually, mattransfer lang sya ulit sa queue namin..aun..

hay..sensya kung mejo mahaba..gusto ko lang mag-share..ehehe..:)

[tin28]

di ko lam kung off-topic tong post ko..pero share ko na din..
hehehe..i had a teammate who once had received a call..like this..

agent: for additional security purposes,(done from basic verification, but needed more..) i need you to answer this multiple choice questions..pls be reminded
this is retrieved from publicly avail data sources and does not in anyway affect your credit ratings..(haha..hulaan nyo kung saan tong accnt na to..it's actually a script..duh 240s pang aht namin nyan ha...hahaha..)
confused customer..what??you're crazy..you're system's stupid..
agent: with a big smile pa in his face..(i'm beside him)"i know maám, i know...


hahaha..tawa kami ng tawa after nito..
*** lang..share ko lang..

i dunno..but mejo tama din *** sinabi ni pinoynetwit..
sometimes(not all the time) people would complain to you cause they're not understanding you or the agent prior to you..so bababa nila ***
phone then tatawag ulit, then lalo sa accnt namin pag gabi na 30mins or more waiting time..kaya mejo irate na sila..minsan ok ang accent ko pag nasa mood..but then pag badtrip ako minsan mejo nahahahalata nila na di me kano..sa experience ko
minsan ask nila "are you from india?", tapos syempre sasabihin kong "No, maám i'm not.." minsan makikipag-cooperate na sila syo..

sa accnt namin, you would be asked to call them by Ms/Mr. then last name..nung minsang tinawag ko sila by their first name though ok nga sa kanila dahil nagpaalam naman me kung pwede ko syang tawaging ganon..napagalitan naman me dahil for quality's sake..arrrgggghhh...

sa accnt namin, pwede sabihin san location..and before na wala pa kaming csat..
i had a call one time, sinabi kong i'm from the phil..tpos the caller was like.."you people from third world countries..who the hell do you think you are..you're robbing the other americans from job opportunities..
just told her:"maám, i'm just doing my job as it was assigned to me..if you want to complain why the company chose to hire people from our country then it's the company's decision not ours..so if you have anything against it, go and write a complain to the company...then here i am, giving her the e-mail or the add..tapos sabay release ng call xe nagmumura na sya nang magsimula na kong maglitanya..or at times, minsan maghahanap sila ng someone from the us..ang sasabihin namin..pag ayaw nilang makipag-cooperate pagkatapos namin mag-opening spiel..alright, just call back this number and wait for an american agent to answer your call..eh usually pag daytime na dito, close na *** cc sa us..kaya, usually, mattransfer lang sya ulit sa queue namin..aun..

hay..sensya kung mejo mahaba..gusto ko lang mag-share..ehehe..:)

pag ganyan na parang ang sarap sabihin, "sir you would do me a great favor if you just hang up the phone, and call back, wait for an american accent.it would lower my talk time and it would lower your blood pressure as well.i sure dont want to explain to the company that they have medical bills to reimburse "

[msbles]

they're right? what do you mean?

I would give this response:

"Sorry ma'am/ sir if you think that way, but I already did my best."

I mean, like when there's a network outage. The company's service DOES suck then, right? But of course, you can't say, "Yes, it does, sir/ma'am."

[Bzou]

Place them on hold until they hang up. Hahaha!

Smother them with kindness, pretend to care and let them think you know what you're doing even if they don't.

If they complain that the service sucks, I tell them that I will inform and take note of their complaints (ita-type ko lang "member complains"), OK na sa kanila yun minsan... although minsan may mga iba talaga na napaka-unreasonable. Ayun, mahirap na bolahin.

[agent_culie]

sa account namin, my team leader nga to take over pag my escalations pero sa amin, you don't have raise a sup call talaga.haha kakaloka noh? so bahala ka sa diskarte mo pag naghahanap ng sup..like...

cust: Can i speak to a supervisor please?
agent: "I'm so sorry ma'm but we don't have any supervisor at this time"

( minsan sinasabi ko na nakaleave sup para wala ng tanong at bye nah! or nasa meeting, kaya lang badtrip kse mga kano pag sinabi mong nasa meeting kse willing pang hintayin...well, since willing siya at mapilit..ok...mega hold till he hang up...hehe)

[msbles]

( minsan sinasabi ko na nakaleave sup para wala ng tanong at bye nah! or nasa meeting, kaya lang badtrip kse mga kano pag sinabi mong nasa meeting kse willing pang hintayin...well, since willing siya at mapilit..ok...mega hold till he hang up...hehe)

If I am not mistaken, putting the customer on hold until he/she hangs up is zero-tolerance, isn't that right???

[Bzou]

^Yep. It is.

[malditang_pusa]

Sa Account namin, depende sa TL kung tatanggap sila ng SUP Call. The best yung TL ko kaya tumatanggap sya ng SUP Call. Ako naman ang nahihiyang mag-escalate ng call. Eto yung mga lines na ginagamit ko:

"My SUP is engaged in a different conversation as of the moment."

"My SUP is not available as of the moment."

"She is in a meeting and it is a 1day - meeting."

"Eventhough you talk to my SUP she will just say the SAME thing like what Ive said."

Pero POTAH! me KANO na porket naka-SPEAKER PHONE, parang willing maghintay ng buong araw. Patay ang AHT ko nun! Tsaka ano pa sasabihin ko kung di ka na pakikinggan puro SUP na lang maririnig mo.

Pag naman kapalpakan ng kumpanya, tumatahimik ako then I say sorry.

Pag nagtatanong ng PERSONAL INFO, well depende. Wala pa naman yung anong suot ko. Madalas sinasagot ko kase ma-RAPPORT din ako. Some of them are:

"Im from the Philippines and I am a Filipina."

"I am not married and I dont have kids."

"I'm 23 years old."

"My former job is..."

Pag i-rate at FULL NAME ang hinihingi, syempre i could not disclose that.

[Hot Pants]

Place them on hold until they hang up. Hahaha!

Smother them with kindness, pretend to care and let them think you know what you're doing even if they don't.

If they complain that the service sucks, I tell them that I will inform and take note of their complaints (ita-type ko lang "member complains"), OK na sa kanila yun minsan... although minsan may mga iba talaga na napaka-unreasonable. Ayun, mahirap na bolahin.

hehe i even tap the keyboard aimlessly and make it appear i'm documenting the customer's complaints. after the documentation, ang ikli lang ng ginawa ko.

[otakusenshi]

nyahaha.... panalo ah! jusko ganyan din ako noon.. pahirapan mag dahilan minsan sa mga customers na mga unreasonable na... tipong gusot lang mkahingi ng credits...
dati noon puede kasi *** mag credit kahit mgknu... kapag mabait si customer.. at may point sia.. hala sige.. credit!!! pero kapag olats at namemersonal... deadma