Latest / Brooke and Jeffrey: Phone Taps / Phone Tap PODCAST: Customer Service Training

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Phone Tap PODCAST: Customer Service Training · Brooke and Jeffrey: Phone Taps

• 0:00
  Speaker 1: One eight hundred d ui Away now offering free remote
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  Speaker 1: consultations by phone or video conference for any criminal offense.
• 0:06
  Speaker 1: Trust Brooke, Jeffrey and Jose's friends with a free remote
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  Speaker 1: consultation from Bradley Johnson Lawyers. Visit one eight hundred d
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  Speaker 1: Uyowa dot com or call away. Right, it's time for
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  Speaker 1: your phone tap. And if you've ever been out to
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  Speaker 1: a restaurant or a retail store, you've probably encountered someone
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  Speaker 1: who's starting their first day on the job and their
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  Speaker 1: managers hovering over their shoulders, showing them everything how to
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  Speaker 1: do it. Yeah, right, and that could make your interaction
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  Speaker 1: with them a little bit awkward. Oh, for sure, it
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  Speaker 1: takes a little longer, but you understand that they're learning. Yeah,
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  Speaker 1: but what if the manager was on the phone, correcting
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  Speaker 1: and berating the employee the entire time and you just
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  Speaker 1: had to sit there and listen to it. No, that's terrible.
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  Speaker 1: That's what happens today when Jose and I freak out
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  Speaker 1: a really nice lady into thinking she just encountered the
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  Speaker 1: most dysfunctional pizza place ever. You'll hear it in your
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  Speaker 1: brand new phone tap right now the tent. Hello, Hi,
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  Speaker 1: is this Tanya. Yeah, Hey, this is Brady from Pizza.
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  Speaker 1: I was just giving you a call because I see
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  Speaker 1: you send us a complain email at the restaurant. Yes,
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  Speaker 1: I did, and thank you for reaching out. Of course. Um,
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  Speaker 1: before we continue, I need to let you know that
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  Speaker 1: my supervisor is on the line with us as well, listening.
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  Speaker 1: It's actually my first week here, so he's just training
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  Speaker 1: me on how to handle customer complaints. Got it, okay? Okay,
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  Speaker 1: So with your permission, may I please continue? Yeah? That's fine, okay, Um. Great.
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  Speaker 1: We appreciate your feedback as a valued customer, and when
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  Speaker 1: we got your email, I would hold on a second. Um,
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  Speaker 1: this is the supervisor here. My name's Luke. Hi Tanya, Luke.
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  Speaker 1: Thank you for bearing with us here. But if you
• 2:04
  Speaker 1: don't mind, I'm going to coach Brady a little bit
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  Speaker 1: on how to handle your situation a little bit better. Okay. So, Brady, yeah,
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  Speaker 1: I noticed you said I got your email. I do. Okay, Well,
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  Speaker 1: I'd like it if you use the word received. It's
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  Speaker 1: just a little more professional. Oh, people who say I
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  Speaker 1: got your email are mostly potheads. Maybe it is perfect
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  Speaker 1: for you, but it's just more professional to say received
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  Speaker 1: an email. Okay, Okay, just try it again. Uh, okay, Tanya,
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  Speaker 1: are you still there? Um? Yes, I am still here, Brady. Okay.
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  Speaker 1: We appreciate your feedback, and I cannot tell you how
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  Speaker 1: sorry we were because Brady quick note, never ever say
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  Speaker 1: sorry what it makes you look weak, it makes the
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  Speaker 1: company look weak. But not apologize. I was trying to
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  Speaker 1: let her no, we care because she's had a bad experience.
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  Speaker 1: I was just trying to let her know what we
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  Speaker 1: care because they tinkled in my underwind. That's what you
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  Speaker 1: sound like. Excuse me? How long is this call going
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  Speaker 1: to be hold on their Tanya? I'm dealing with a
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  Speaker 1: problem employee at the moment. Okay, can you just give
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  Speaker 1: me a second? Um? Yeah, okay, but you're not treating
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  Speaker 1: him very nice and I can't stay on the phone
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  Speaker 1: all day dealing with I appreciate that. I just need
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  Speaker 1: to fix his behavior. Don't apologize again. I'm trying, Brady.
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  Speaker 1: Just listen to what I'm saying. Okay. Never say you're
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  Speaker 1: sorry or apologize in any way. And to always make
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  Speaker 1: it seem like it's their fault, make it their problem.
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  Speaker 1: You may want to bring up if she brought some
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  Speaker 1: kids in that distracted her when she ordered. Okay, I
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  Speaker 1: didn't bring any kids in it. I don't know what
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  Speaker 1: this has to do with any Tanya. I'm talking to
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  Speaker 1: Brady right now, all right, so will you just let
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  Speaker 1: me do my job here? No wonder there's that service there?
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  Speaker 1: Please go ahead. Excuse me. I have a question. What
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  Speaker 1: is it? Speak up? Sorry, use your man voice. I
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  Speaker 1: find your sack. Read her email and it sounded like
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  Speaker 1: this was really our faults. Brady again, never say sorry?
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  Speaker 1: How many times I have to tell you I'm sorry.
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  Speaker 1: Just continue with the call. I don't want to keep
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  Speaker 1: her waiting any longer. Going Okay, Okay, I can do this.
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  Speaker 1: I'm so sorry he's treating you like this. Just take
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  Speaker 1: your time. Oh, it's it's okay. I it's my fault. No,
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  Speaker 1: it's not your fault. He should not be talking to
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  Speaker 1: you like that. No it is. Luke is a good
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  Speaker 1: boss and he knows. He knows that I mess up
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  Speaker 1: a lot. So let me let me start over. You
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  Speaker 1: can do this. I'm pulling for you. Okay. Let me
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  Speaker 1: start by saying we are definitely not sorry about what happened,
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  Speaker 1: and maybe you had children and you were distracted by
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  Speaker 1: a little brats. All right, I've already said that I
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  Speaker 1: don't have kids. I don't have kids, and that's not
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  Speaker 1: how you talk to people. I'm so sorry. I just
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  Speaker 1: I'm no, I'm not sorry. No, I'm not sorry. Did
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  Speaker 1: I hear you apologize again? Brady? Any apologie? Did I
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  Speaker 1: hear you apologize? Doesn't have to leave him alone? He's
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  Speaker 1: a good person. Really, he's trying. I'm not trying to
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  Speaker 1: make him a good person. I'm trying to make him
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  Speaker 1: a good employee. He's an employee. But she doesn't have kids.
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  Speaker 1: And I'm sorry, but I can't. I'm not allowed to
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  Speaker 1: be No, no, sorry, Okay, Well I'm sorry that I'm sorry.
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  Speaker 1: Are you crying again? Frankly, I don't want to hear
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  Speaker 1: you guys fighting. This has been very upsetting to me
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  Speaker 1: to listen to that. Well, maybe it's because it's a
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  Speaker 1: prank phone call. Do you ever think about that, Tanya?
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  Speaker 1: Excuse me? Prank received what this is all a joke? Tanya,
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  Speaker 1: this is Jose from Brican Jeffrey in the morning. We're
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  Speaker 1: doing a prank phone call on you. Oh my god,
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  Speaker 1: your sister Janna sent you up. She said you send
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  Speaker 1: it a complaint email recently to your uncle pizzeria and
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  Speaker 1: want to mess with you. Oh my god, you were
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  Speaker 1: so horrible to I felt so bad the whole time.
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  Speaker 1: I was so worried for Brady. I'm sorry that you
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  Speaker 1: had to experience that. Well day, Do not apologize. I'm
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  Speaker 1: I'm sorry. I'm not sorry. That's better. Wake up every
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  Speaker 1: morning with foom taps weekday mornings on the twenties. Holy
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  Speaker 1: I removing ninety two point five