Treating Every Call Like It Was Gold

One of our evening reps who work part time has been with us for a year now.  Her name is Glennetta.  Not too long ago, she took a call from a gentleman who asked her about self storage.  Of course she assisted him in finding a storage unit that could work for him. (As a matter of fact she just passed her 1 year Self Storage Certification, Congrats to you, Glennetta). 

Anyway, to her the call seemed to be an average rental inquiry just like most of the calls that come through that are looking for a self storage quote.  So she helped him to the best of her ability.  At the end of her call the gentleman revealed himself as being the actual client of ours that she was representing during that specific call.  He was very impressed with her and stated to her that she did a fantastic job and he was very pleased.  Adding this; if PhoneSmart ever needs anything from us, please just let us know. 

I didn’t know the extent of just how happy this client was until shortly after, when I was informed that our administration department had received an email from him stating that he was thinking of quitting our Call Center service.  That is, until they secret shopped Glennetta.  They praised her on how well she handled the call and how well she represented their Self Storage Business.  His email read: She changed my mind.  Because of her, we’re staying with PhoneSmart.

Way to go, Glennetta!

Written by Robin Turner, PhoneSmart Call Center Manager

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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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