Introducing Lucia

Lucia is not only a native of Peru but she is also a wife and mother of a 13 year old son, Ivo, with another son to join the family in June 2007!  Lucia has been with the company for 2 years and ironically she is now a trainer and she was trained by Kurt.  Who would have known that he was training another trainer?!

Lucia works in both admin and on the call center floor, so she is a busy person.  In her spare time she is taking classes to enhance her English speaking skills.  I think that its amazing to speak more than one language and she does both languages really well.  Lucia is the call center’s top reservations specialist.  Perhaps Kurt trained her a little “too well.”  She leads the rest of the pack daily.  Her strengths that help her to achieve her high numbers are her personality and her drive to serve the caller.  Although she is pleasant she is concerned with “what credit card do you want to use and once I have that I will give you a reservation number.”  In another words she is saying if you give her something she will give you (the caller) something in return.  That technique works for her and I personally think that her customers like to listen to her accent.  If you have never heard Lucia speak it is a voice that you will want to listen to forever.  Her training technique is a straight forward way of training and she will repeat things, if need be, to ensure the material is sinking in.

Written by: Angela Perry, PhoneSmart trainer.

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PhoneSmart is your offsite sales force and call center in Columbia, Missouri.

Find self storage at P.O. Box 1213, Skippack, PA 19474

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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.

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