When You Thought You’d Seen It All

I recently had a first time experience with the call center.  I have been employed here for almost 3 years and never have this happen to me.  The rental inquiries were coming through the call center left and right and many wanted to move in right away.  I received a call from a man who wanted a self storage unit and I started to go through the script. He cut me off abruptly and asked me if I needed a credit card.  My answer was, “yes” and I began to explain how the pre payment works.  He agreed and stated rattling off his sixteen credit card number.  I copied the number so that it could be charged the appropriate amount.  This was not the first credit card that I received from a caller but it is the first time that I received a credit card number before getting their name and other information such as his address and phone number. It was very unusual.

I followed the customer’s lead and answered his question about the credit card and then before I knew it he was giving me the credit card number.  He laughed when I said, “Okay now is this for Mr. No name?” After he laughed he said,”Oh yeah I guess I did forget to give you my name, huh?” We both had a laugh and were satisfied.  I was able to help him reserve a self storage unit.   No matter how long you have done a task or job you still have room for a first time experience.

Written by Angela Perry, PhoneSmart call center trainer.

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We are PhoneSmart your off site sales force call center in Columbia, Missouri.

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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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