Latest / Brooke and Jeffrey: Phone Taps / Phone Tap: Customer Empathy Training

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Phone Tap: Customer Empathy Training · Brooke and Jeffrey: Phone Taps

• 0:00
  Speaker 1: It's almost time for your prank call.
• 0:01
  Speaker 2: It's Brooke and Jeffrey in the morning. And don't you
• 0:03
  Speaker 2: hate it when you're just trying to do your job,
• 0:06
  Speaker 2: but your dumb computer locks you out because you've refused
• 0:10
  Speaker 2: to complete the company's mandated HR training? And that's on you.
• 0:14
  Speaker 2: That's so annoying.
• 0:15
  Speaker 1: Yeah, I feel like that just happened to Jeff today.
• 0:19
  Speaker 1: What's going on?
• 0:19
  Speaker 2: It's almost as annoying as putting the customer on hold
• 0:23
  Speaker 2: to make her listen while you complete it over the phone.
• 0:27
  Speaker 3: Ah.
• 0:28
  Speaker 1: But you know what?
• 0:28
  Speaker 2: I'm sure this lady won't mind in your phone tap
• 0:31
  Speaker 2: right now.
• 0:31
  Speaker 4: Brooke and Jeffrey's phone taps on the 20s.
• 0:33
  Speaker 1: Hello? Hi, this is Aziz. Z's and E's-y. Good morning.
• 0:41
  Speaker 1: I'm calling from cable. Is this Jillian?
• 0:43
  Speaker 4: It is.
• 0:45
  Speaker 2: Hi, Jillian.
• 0:46
  Speaker 1: We received your customer request.
• 0:48
  Speaker 4: Oh, yeah. Yeah.
• 0:49
  Speaker 3: Great. Well, we just wanted to make sure that we
• 0:51
  Speaker 3: have you on the phone so that we can process
• 0:53
  Speaker 3: this correctly.
• 0:53
  Speaker 2: Thank you.
• 0:54
  Speaker 4: Yeah, no problem.
• 0:55
  Speaker 1: Perfect. So, first thing that I need from you is.
• 0:59
  Speaker 4: What?
• 1:01
  Speaker 1: Oh, no. Not now. Oh, my gosh. What is that?
• 1:07
  Speaker 3: What's happening?
• 1:08
  Speaker 1: I'm so sorry. This has nothing to do with you.
• 1:10
  Speaker 3: It's just the company needs me to complete my customer
• 1:13
  Speaker 3: service empathy training. And I've already missed it twice, so
• 1:16
  Speaker 3: now the computer's locking me out. Would it be okay
• 1:21
  Speaker 3: if you just hung on the line really quick while
• 1:23
  Speaker 3: I do this?
• 1:24
  Speaker 1: I promise it'll be fast. Thank you. You're so nice. Okay,
• 1:30
  Speaker 1: let me start the program.
• 1:32
  Speaker 3: Engage empathy training.
• 1:39
  Speaker 4: Question eight. When dealing with a difficult customer and you
• 1:42
  Speaker 4: haven't had your coffee yet, should you? A. Listen and
• 1:46
  Speaker 4: tell them you understand their frustration. B. Show empathy and
• 1:51
  Speaker 4: say you've been there before and you'll work through this together.
• 1:54
  Speaker 4: Or C. Loudly interrupt and blame the customer for wasting
• 1:58
  Speaker 4: your time. That is incorrect. Options A or B would
• 2:05
  Speaker 4: have been acceptable answers.
• 2:08
  Speaker 1: Did you just.
• 2:09
  Speaker 3: Oh, I remember. This is why it was taking me
• 2:11
  Speaker 3: so long to get through this. They're all, like, trick questions.
• 2:14
  Speaker 1: Oh, my God. All right, let's try another one.
• 2:17
  Speaker 4: Question nine. What is the proper way to end every
• 2:20
  Speaker 4: customer service call? Should you... A. Ask if they're single,
• 2:26
  Speaker 4: and C. If you can forge a personal or romantic
• 2:28
  Speaker 4: relationship with them. Easy.
• 2:32
  Speaker 2: What the hell?
• 2:34
  Speaker 4: That is incorrect. I... You know what?
• 2:37
  Speaker 1: I really don't think I should be on the phone
• 2:39
  Speaker 1: for this. I agree. You're kind of distracting.
• 2:42
  Speaker 3: Are you serious? Well, now I'm going to fail my
• 2:45
  Speaker 3: empathy training because of you, so I mean.
• 2:48
  Speaker 1: You're actually blaming me. The question, you just got them wrong.
• 2:52
  Speaker 1: I'm not even doing it.
• 2:54
  Speaker 3: See, my empathy training would tell me I should interrupt
• 2:56
  Speaker 3: you right now and call you like a bad name.
• 3:00
  Speaker 1: We will take the wheel. Get me off the phone, okay?
• 3:02
  Speaker 4: Just get me off the phone.
• 3:03
  Speaker 1: Can I be honest? The tone you're using right now
• 3:06
  Speaker 1: kind of reminds me of my ex. I don't care
• 3:09
  Speaker 1: if I remind you of Jesus.
• 3:10
  Speaker 4: Get me off the phone.
• 3:11
  Speaker 3: Look, I know this isn't going the smoothest right now,
• 3:14
  Speaker 3: but I have to ask, are you single?
• 3:16
  Speaker 1: Because we might be a good match.
• 3:19
  Speaker 3: If you don't get me off the phone.
• 3:21
  Speaker 4: Okay, you know what?
• 3:22
  Speaker 1: Actually, you can cancel the whole entire thing. I think
• 3:25
  Speaker 1: I will find another company to do this with. This
• 3:27
  Speaker 1: is crazy. You know what's crazy? The chemistry bubbling between us.
• 3:33
  Speaker 1: Excuse me? Honestly, I wish I could flirt with you
• 3:36
  Speaker 1: all day, but I have to complete my test. So
• 3:40
  Speaker 1: just one second. I don't want to be here anymore.
• 3:43
  Speaker 4: Question 10. After the customer says she doesn't want to
• 3:46
  Speaker 4: be here anymore, should you A. Laugh at them and
• 3:50
  Speaker 4: say good luck getting through to a human. B. Delete
• 3:54
  Speaker 4: their entire file from the system to make their life
• 3:57
  Speaker 4: more difficult. Or C. Tell them it's a prank phone
• 4:01
  Speaker 4: call on the radio.
• 4:02
  Speaker 2: What is this?
• 4:03
  Speaker 4: I'm sorry.
• 4:05
  Speaker 1: You don't need to be sorry. You didn't know this
• 4:07
  Speaker 1: was a phone tap.
• 4:08
  Speaker 4: I'm going to hang up and call your supervisor.
• 4:11
  Speaker 1: What was your name again?
• 4:12
  Speaker 3: Well, I'm assuming you're asking my fake name, which is
• 4:16
  Speaker 3: Azizi Zanizi, which I wish.
• 4:18
  Speaker 1: Was my real name.
• 4:19
  Speaker 3: It's only Jose Bolaños, which is not as cool. But
• 4:22
  Speaker 3: you're on the radio right now. This is Brooke and Jeffrey.
• 4:24
  Speaker 1: In the morning. I'm on the radio. You're on the radio.
• 4:30
  Speaker 1: Your sister Kathleen set you up. She said you're upgrading
• 4:32
  Speaker 1: your cable services. So she wanted us to call you
• 4:35
  Speaker 1: as a cable company. Are you kidding me? I'm sorry.
• 4:40
  Speaker 2: I was sitting here like.
• 4:44
  Speaker 1: What was he getting us wrong? Hey, those questions were hard.
• 4:47
  Speaker 4: They're not hard.
• 4:49
  Speaker 1: Oh, you're telling me that at the end of a
• 4:51
  Speaker 1: customer service call, I'm not supposed to ask if they're
• 4:53
  Speaker 1: single and see if they want to forge a relationship
• 4:55
  Speaker 1: with me? No.
• 4:57
  Speaker 3: Wow.
• 4:57
  Speaker 1: No, you are not. So wait, was that a no?
• 5:00
  Speaker 1: Are you not single then? I am not single. Please
• 5:03
  Speaker 1: don't do that. Oh, that's easy.
• 5:06
  Speaker 3: Oh.
• 5:06
  Speaker 4: That is incorrect.
• 5:07
  Speaker 3: Sorry.
• 5:08
  Speaker 1: Looks like we're going on a date now. You're my girlfriend.
• 5:10
  Speaker 3: Oh, gosh.
• 5:12
  Speaker 1: No, you go on a date with Kathleen. That's what
• 5:15
  Speaker 1: we did. Broken Jeffrey's phone taps on the 20s.