Welcome to the call center blog

More self-storage and other industries are moving to call centers for their customer service needs. If you answer for one of these industries, the minute you pick up the phone you are the company. There are many different factors that lead to a positive impression to the callers. One of the five main factors is the willingness to assist customers.

One day I needed assistance from a cell phone customer service line to explain why my phone couldn’t connect to the Internet network. I had already called the customer support call center and the rep told me that I should purchase an additional plan to get Internet service for my phone. I needed the Internet so that I can download ring tones for my cell phone. When I called the customer service rep, she informed me that there was no such plan. I tried to explain what I had been told but she kept cutting me off. She advised me to contact technical support and have them send information to my phone. I told her that I had already gone through those steps. She said, “I guess you need to get a new phone.” That was not only unprofessional, but that was extremely rude.

It’s always important to make a good impression on the phone to make the experience as positive has you can for the customer. This is especially important in the self storage business because people are already on edge about speaking with someone not there locally on site. Self storage associations across the country should implement the willingness to serve in all of their sales techniques. This would create more positive trends with call centers being noted for positive customer service rather than the bad impressions already associated with them.