I've been in this situation with a member that I talked to when I was in nesting. The member cried because she couldn't afford the drug that the doctor prescribed to her. She's battling a stage 3 cancer. After hearing that she's all alone and her children didn't even bother to visit her during this difficult times made me sad and cry as well. Working in a healthcare account is not for the weak.
@noeliamedina5296
Жыл бұрын
Reading this made me cry, I'm a weak person
@sexymary
Жыл бұрын
I'm also weak when it comes to this.. I'd cry in a heartbeat whenever I come across this type of customer..😞💦😒
@Blonderellas
Жыл бұрын
We need extra pay for being their therapist
@sunnypilar1919
Жыл бұрын
@@noeliamedina5296 lol why miss
@musicstation8878
11 ай бұрын
Ohhh.. I'm worried now, I'm a beginner in a BPO industry and assigned in healthcare account..
@blphilippines7613
Жыл бұрын
I got hired last night, and that is because of you maam. Thank you so much!
@jhames_1110
Жыл бұрын
I've experienced this so many times when I worked as a customer service representative for a healthcare account and it's pretty contagious when the member/customer on the other line was at this point in their lives.
@Erith_Frostborne
Жыл бұрын
Mahirap ba Mark mag handle ng healthcare account? Plano ko sana mag try mag apply sa call center yun healthcare account. May mga customers ba na na encounter ka pag iritado nagiging metalika (napanood ko lang din dito sa KZitem yun customers na mga akala mo bokalista ng metalika pag mga nagagalit)? haha Wala pa ako experience sa call center pero gusto ko subukan 🙂
@joshuapaulito4608
Жыл бұрын
Such customers make taking calls great! They'll remind you of the often forgotten purpose of your job-to do good deeds. Well, another superb piece of content. Kudos to Ms. Sheina!💕
@drakecephilia4464
Жыл бұрын
I couldn't agree more. I'm even always transactional myself. I mostly set aside my clients' sentiments, taking for granted what I want others to do to me, which is to be acknowledged.
@Koola0811
Жыл бұрын
Healthcare account is my first account to handle. It's really tough but the satisfaction when you talk to medical providers and appreciate your help is really motivation. Of course not all the time, but it's still a rewarding experience for me though.
@jayrjunsay7182
Жыл бұрын
this is the most realistic mock call I've ever heard, thank you! this is very helpful!
@edwinrodriguez2717
Жыл бұрын
I loved this video, I work in a medical insurance account and I deal with this kind of situations and it's quite heartbreaking to hear members/customers saying that they need their medication and cannot afford paying out of pocket when a resolution for prior authorization has been denied. I always try to grant them a one time courtesy but sometimes it is impossible.. great content. Keep up the great work.
@markuchiha7737
Жыл бұрын
There's literally nothing we can do
@Koola0811
Жыл бұрын
we can definitely do something don't lose hope we might convince them to grant the request
@sncrlyyrs00
9 ай бұрын
I'm pretty sure company will give you raise if you're one of the agents who take calls and doing this kind 'a good job!! I'm learning a lot of things from you. Everything is good - your accent, posture, pacing, tone of voice, acknowledgement and empathy are there. I'm one of your subscribers :)
@edsnacionales
Жыл бұрын
Healthcare account advocates here,this has been very helpful ❤️
@RRSSWanderWomanPh
Жыл бұрын
This was so perfect, but I'm almost in tears. I don't know if I were the agent at that moment, I may have emotional breakdown with her as well. 😅
@Config2025
11 ай бұрын
I've been in bpo industry for 2 yrs. But i'm not good as you, your tone, delivery, and your accent were all perfect. I wish i could be as good as you. How do you do that? Like, you can speak all through out? Without stopping for sec. To think? I really want to improve my communication skills, looking forward.
@ajogborekahmafaith2719
6 ай бұрын
I have an interview next week and I’m dropping this hear to come and share my success story ..thanks for the great work ..I am learning a lot 👍
@melshane862
Жыл бұрын
Grave po talaga ang galing nyo,,para kang native speaker! Yung accent nyo po mas madaling maintindihan compare sa ibang customers na Black American ang bilis bilis po nilang magsalita para silang nag rap, sa telco po ako dati.
@patriciabadillo7153
Жыл бұрын
I've just experienced this yesterday. I'm still new in the BPO industry. My customer had a breakdown, she was old and alone, she started crying. When I heard her cried and said that her husband just passed away, I couldn't help but cry as well. I tried hard to stay focus, because my voice is trembling, and my tears kept on falling. I really don't know what to do.
@michelvaret8976
Жыл бұрын
While reading this I couldn’t stop my tears
@Brando-wc8fz
Жыл бұрын
Its either a lie or they need therapy. Either way, hang up the call.
@kimberlygutierrez6083
Жыл бұрын
@@Brando-wc8fz out of curiosity, why is there a need to hang up the call?
@FenscolePascal
3 күн бұрын
Don't know how to thank you 😊 I enjoy and take advantage of yours way too much 😊
@alejandrorubio7569
Жыл бұрын
Finally another video! Thanks. It really help me to improve in my daily work life.
@DavidSwift1989
2 ай бұрын
I know its just a practice mock call, but I am bawling my eyes out😭
@mariacelinamercado599
Жыл бұрын
im so impressed with the way you talked. Very articulate...
@DaniellaCabeltes
Жыл бұрын
I really admire you Ms. Sheina. Being a customer service representative for a year starting as a newbie, it is challenging since we really get this type of calls a lot. I have recently resigned and watching this video made me recall all the memories that I have spoke with pleasant, genuine and decent customers and the joy to help them at the end of the call. You are being more creative than ever, thank you for keep on doing this. I am one of those whom you have helped to get in the industry an surpass BPO with your videos. Every time I get asked how to ace interviews and ideas about being a call center I always advise them to visit this youtube channel.
@keziahjoycegallano480
10 ай бұрын
thank you so much for this health care mock call. training will start next week and I am reviewing here in your channel.
@jeromyneypes4676
Жыл бұрын
Is it a real customer?I really love the conversations.The solution provided from the agent is really appreciated.I know this is just a mock call but it is like reality...❤❤❤❤
@carlislejacquelinellamas9073
Жыл бұрын
from healthcare insurance here, yea may mga members talaga na mahirap ang situation lalo na yung na.lay off sa trabaho
@FilipinosaAmericavlog
Жыл бұрын
Candid , that's so nice . I do understand such difficult situation on your caller . I understand, really the situation . Thank you for such apathy . God bless .
@reenapamaran28
Жыл бұрын
Awesome Job! I love how you putted everything together in this mock call, it felt like so real!
@joshuaorlandez513
11 ай бұрын
There is no such thing as putted.
@sunloving_me6201
Жыл бұрын
Hi just wanna write this comment cuz it's nostalgic watching you again after almost a year. It reminded me a LOT when i was still tryna apply for a call center job wherein i woud watch videos of you for hours. I really like you and at some point your videos helped me so much. Keep doing what you do. God bless you
@Kwestyon
Жыл бұрын
Thank you. This is so heartwarming. Congratulations!
@deverlyregis303
Жыл бұрын
This call scenario is so realistic, Healthcare advocate here.. Minsan maiiyak kana lang din talaga sa mga gantong scenario pero need pa din magfocus..
@gelosalundagit4412
Жыл бұрын
Absolutely missing my days working with the oldies of US. There's not much word you can describe the feeling helping a customer like her.
@orepurifier
Жыл бұрын
God I can only imagine how heart wrenching it is having to deal with people in such dire straits and not being able to help them.. Im looking forward to the next video ma'am. Many thanks.
@RhenhartLosaria
Жыл бұрын
Sana ganun ka bait at accommodating ang TL
@hidami4031
11 ай бұрын
are those real calls? I absolutely love how you handle those situations and appreciate you sharing it with us newbies!
@shackelbolt18
Жыл бұрын
Amazing call handling skills
@devzdalisay313
Жыл бұрын
This is really very helpful mock call especially for a health Care account.
@destinypurvis3424
9 ай бұрын
what you do is absolutely amazing
@Macbasil
3 ай бұрын
Even if it is a mock call, you really did provide a good scenario example of what really happens in a healthcare account. Good lead for a healthcare patient care advocate who wish to handle healthcare unit in the BPO industry :)
@joelmosquera8283
Жыл бұрын
Many thanks dear teacher
@markuchiha7737
Жыл бұрын
I'm in my healthcare account now but as a chat spprt agent. The difference between the two level of support is that for chat agents grammar lapses and mistakes are always a big deal and there's nothing we can do about it, accuracy and completeness of the information is really their prerequisites for a perfect chat even delivering negative news about their coverage.
@karenlozada613
Жыл бұрын
I cried OMG!
@newvjoker9989
Жыл бұрын
Thank you, tonight is my first night in prod. Thank you for all the tips specially in mock call😊 more blessings to come
@jourendarecesio110
Жыл бұрын
Dahil sa mga vid nito nkapasok ako sa bpo industry ♥️♥️♥️
@kalyan11
Жыл бұрын
I am also a chat representative, I used to take calls and I couldn’t express myself when I used to receive calls like this because I used to cry and couldn’t even help others so I tried chat instead to keep myself together.
@DJAndree
10 ай бұрын
This is a mock call? Why am I crying? LOL Great job, girl!
@Angieee16
5 ай бұрын
I currently work in customer service for a health insurance broker and the mental stress I have everyday is unbelievable. I wouldn’t be able to work as a call center customer service representative, this type of job is not for everyone
@alexatan9133
Жыл бұрын
I suddenly remember a similar scenario that I encountered when I was working for a medical billing account. I was genuinely in tears while talking to the deceased patient's wife.
@jaeians
Жыл бұрын
Thank you so much Candice!
@davidenosebio8124
Жыл бұрын
The acting!!! I'm impressed 😊
@lyndonbrandsalasa8525
11 ай бұрын
I cried while watching this video 😢😢😢😢
@KelvinShowTV_
Жыл бұрын
Great video!!! Thanks 🙏
@CathyinFrance
Жыл бұрын
Very well done. You always have great share
@joeyrambutan8769
Жыл бұрын
Thank u candice
@cheeseshig
4 ай бұрын
here working as a CSR, looking for an every day improvement, thanks for this
@lloyddarbon5034
Жыл бұрын
Born in 1979 and she's been married 53 years? That must've been a pretty intense marriage!
@silence1289
Жыл бұрын
🤣
@alibradberry5720
Жыл бұрын
Lol, I immediately noticed it, too, not even close to a senior, and unless they were together before they were born, impossible, lol.
@lamiadulce
5 ай бұрын
😂
@queenmussing7401
Жыл бұрын
Kung napanuod ko lang sana ito bago ako nag final assessment kanina sa training 😭😭 pero thanks G pumasa parin.
@mitchiesarmiento1648
6 ай бұрын
You're content is absolutely amazing mam more content to come i just hired in a health care account recently. Im hoping to survive my training You're video is such an amazing thing 💓
@missr9325
10 ай бұрын
I got hired on November 7, for through watching your vedios and that is because of you ma'am❣️ My starting training in December 15 , And I'll be handling health care account and it's very helpful your vedios on me as a newbies😊 Thank you so much ma'am❣️
@joemellemata1068
Жыл бұрын
I'm actually a newbie and don't know how to respond with it if this will happen to me. A big thank you for this content. I've learn so much on this today and I really want to learn more from you. Keep on making relevant videos for those aspirant call center like me who wants to thrive in this career.
@devimekala6449
Жыл бұрын
Please let me know how is outbound voice process in customer service?
@joemellemata1068
Жыл бұрын
@@devimekala6449 As far as I know outbound call center is making outgoing calls.
@devimekala6449
Жыл бұрын
@@joemellemata1068 okay. Thank you.
@junoxima3520
Жыл бұрын
Even though I know that this is just a mock call and scripted but, it touches my inner me and my eyes start to fall with tears and my heart is like griffin hard, I'm on my training on this account and I am very thankful to ms. KWESTYON that she made this video. BIG HELP.
@johnreyjuliusedades7309
Жыл бұрын
More of this pls
@JoanValdés-w5n
11 ай бұрын
i´ve just heard the first example and i really like your explanations. good job
@gerardoolvera7958
Ай бұрын
Your videos have been incredibly useful, thank you
@maryfaithgonzaga5656
Жыл бұрын
Thank you so much this is a big help❤️ I'm healthcare account and I don't see a lot of videos about this account.
@chrismarieolgadaffon8251
Жыл бұрын
Yr like healthcare acc is not yet that popular for the creators😢 I’m also healthacc and needs help
@maryfaithgonzaga5656
Жыл бұрын
@@chrismarieolgadaffon8251 when did you start?
@albertlaman5829
Жыл бұрын
Wow! your background improved a lot. More videos to come, Kwestyon
@dyesiii
Жыл бұрын
I love the details & explanations after the mock call 😍❤️
@rv6282
Жыл бұрын
Hello Candace! Love your mock calls, so real, we would like you to post a video of BILLING CALLS, Refunds etc, demanding customer, etc share the video link pls tks!
@arvinsenglishph2293
Жыл бұрын
Gosh it's heart-shattering.
@queenmussing7401
Жыл бұрын
Thanks a lot sa lahat ng videos mo😭 napakalaking tulongggg
@mayaf.c.7038
Жыл бұрын
Naku! If I were the one who handled that call, iyakan na kami nung customer.. 😭😭😂
@ranelbenecario6122
9 ай бұрын
Very helpful when encountered a situation like that
@michellemaeoblig
3 ай бұрын
Final interview ko bukas sa optum that’s why I got here 7:10AM. Ag iiiyak sa sample call na to omg
@jhereidgaming8390
Жыл бұрын
very helpful. tomorrow is my 1st day in HC account. I watched all your videos and tips how to get hired to and how to improved my communication skills to mock call. ty very much -no experience in bpo
@RasJuanFe
Жыл бұрын
Wow that could be a tough call... Thanks for sharing that exp
@luisbatres2502
Жыл бұрын
I like your videos thank you for sharing your knowledge 🐱😉
@ShielaMNinja
Жыл бұрын
Please make a video more about Emphaty and how to paraprhase the caller's concern.
@guck6526
Жыл бұрын
I need this thank you ❤️😭
@anmaxxi
Жыл бұрын
Thanks for this video Candace! ☺️this is very helpful to me 💓
@Ksc91424
Жыл бұрын
Ewan ko lang sa ibang company pero sa company sa pinagtatrabahuhan ko di basta basta yung process ng one time exemption. Irerequest pa sa internal dept and it can take a couple of days to be reviewed. Di pa sure kung maaapprove.
@sameeuddinshines
Жыл бұрын
very nice and really liked ...its really help ful ..thank you 😍😍
@ma.elenaquirao8121
11 ай бұрын
Other companies doesn't have that one time courtesy and we cant do anything about it. So sad and breaking
@rodelioramonjr
Жыл бұрын
Ate, I hope you can make videos about EMPATHY STATEMENTS and Sample Scripts for CSAT
@maryjanebalico2241
10 ай бұрын
Thank you, mam, for all the tips
@brisudario8259
Жыл бұрын
Watching your content is very very helpful for aspiring call center applicants like me. Its very realistic and I can definitely copy some useful script from them ❤️ Thank you for all your efforts to help us. ❤️❤️❤️
@philipjohn8128
Жыл бұрын
The lady acting as the customer on your mock calls videos is really good ..hahaha she does sound like an actual american customer...or is she really?
@princevarona6292
Жыл бұрын
Sya po yon. Dya din ung tl
@agape3322
Жыл бұрын
Sya lang po yan, edited voice
@kylereacts8331
Жыл бұрын
She is also the customer. She is the agent and the customer Hahaha
@justjaynel9302
Жыл бұрын
Thank you for this video it's very helpful! ❤️
@megaaroma100
Жыл бұрын
This is an amazing mock call! ♥️♥️♥️
@sabrinaalonzo866
Жыл бұрын
Can you give us mock call scenarios with regards to receiving inbound and outbound calls in healthcare accounts??
@barbaralevel7225
Жыл бұрын
Very good call. Being a retired Hospice & Palliative Care nurse I knew in real life they would help. Also I wanted to say call me I can tell you how to get it for free. I’m in US and goin to do few hours at home for a company. Just found your videos and she does fantastic job.
@reynaldo_santos
Жыл бұрын
Thanks 🙏
@roldrevlogs8798
Жыл бұрын
Thanks maam ,for visiting el txoko restaurant...back again po💓🙏
@Kwestyon
Жыл бұрын
See you again! And thank you din. ♥️
@braddlycarballo1367
Жыл бұрын
You're the best! 🙌🙌❤❤
@LigayaOrtega-h3b
Жыл бұрын
i almost cried
@Blinkeeey
Жыл бұрын
Hello! Can you make an in dept explanation about Empathy on how, when, and what to say it when you're on a call?
@cookie_lukey1924
Жыл бұрын
Candice your voice is very soothing to listens to❤
@kimberlygutierrez6083
Жыл бұрын
kaht mock call lng naiiyak ako kasi may mga ganto talagang scenario even though chat lng ako. kaht sa chat lng nakaka ramdam ako ng lungkot kpg may gantong mga cx 😭
@bleuvlad
Жыл бұрын
Bait ng CX sana all 🙌🏾🙌🏾😭😭👏🏾👏🏾👏🏾👏🏾
@samuelbandolajr7594
Жыл бұрын
Please more of this, in different account and situation. Thank you so much 😘
@mazieconcepcion9966
13 күн бұрын
Hope i can handle that too . Im going to start healtcare account here .
@johnvicdanque4062
Жыл бұрын
Hoping you have the video where you cannot grant customer request because she doesn't met the requirements like deductible and also a situation with ineligible reason codes. Thank you
@jimbopebenito189
Жыл бұрын
We received one commendation for Candice! Good job 👏❤
@aftabbutt4661
Жыл бұрын
Your videos really helpful.....God bless u
@sexymary
Жыл бұрын
Hello Ms. Sheena, great video once again..Can you also do a mock call for sales rep? Consultative selling ? And b2b saas selling? Pls. Thanks! 👍🙏
@lornadomiquel7621
Жыл бұрын
Thanks for all your vedios it was a big help for me, I'm a newbies here in BPO industry, can you pls. Make some examples in mock calls for College Board accounts. So we have an idea about it.
Пікірлер: 238