Customers in the call center sometimes make unreasonable demands or expect that we have a magic wand that unlocks their delinquent unit, as if we are setup in an outerspace hub with satellites that control the self storage universe.
Our reps calmly bring them back into reality and give them as much help as they can. Sometimes a call like this only takes 20 seconds. Then there are the “others”. They are like a child running through a gift shop, knocking off all the glass figurines, screaming and throwing himself in the floor because he can’t have a candy bar.
The reps handling these calls can sometimes feel like the mother of that child. On the inside, she wants to grab him by the arm and set him straight, but she’s mortified by the public display and aware of all the onlookers. So she says, in a hushed yet stern voice, “That’s enough!” or maybe she gives into him and hands him the candy bar just to keep him quiet until they get in the car. When any human being is treated disrespectfully, they are offended, but it’s the professionalism that comes out of our reps in these situations. They remain calm, cool, and collected. That’s not to say that on the inside we aren’t sometimes appalled by the vulgarity of a ranting tenant, but our job is to control the situation and reach some sort of conclusion.
Kudos goes out to any customer service employee who understands, first-hand, the self control it takes to remain calm.
Written by: Sarah Little, Total Quality Assurance Service Executive and Blog Editor.
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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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