Horror Stories of a Call Center

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Recently our call center received information regarding our renewal with our current insurance provider and, being in the storage business, I myself had to “shop around”.   I came across an ad in a magazine that looked very appealing with a low cost to cover the entire family.  The program seemed too good to be true, and of course, I needed to make sure that I wasn’t missing out on a good thing. 

I got a gentleman on the phone who asked a few simple questions. His sales techniques were good and he didn’t sound scripted. He explained that it wasn’t an insurance company, but a savings plan which was fine, if it met my family’s needs.  He gave me some examples of previous member savings.  But since I like to read the fine print, I asked if he could mail some information for me to review.  Unfortunately he stated that “they can’t mail out information unless someone was truly interested otherwise it would be too costly for their company.”  I wasn’t too impressed but thought for sure that they had to have a website.  

When I asked for a website address, he told me that he “was” the website and said it in almost a funny way that I thought he was joking… until he asked if I wanted to sign up.  I again told him that I would need to review the information by way of either mailed materials or a website before I could make a decision.  “Well it sounds like this isn’t the program for you then” he said and hung up.

I was speechless and done “shopping around”.

Remember, ending a call is just as important as how you start a call and continue through a call. 

At PhoneSmart, we get a huge number of call backs because our reps are professional and know how to treat a customer… from beginning to end.

Written by: Robin Turner, Call Center Manager

Thanks for reading PhoneSmart’s secret shopping blog. We know customer service and the self storage industry.

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

Let self storage organize your home. Rent a unit at 3277 Crompond Rd, Yorktown Heights, NY 10598

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