Managing All The Answers

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I pride myself on being a nice guy with the patience of a saint.  However, my patience almost gets spent on the customer who calls in asking all sorts of questions, but my answers aren’t correct to them.  I don’t know about most people, but when I ask a question, it’s because I do not know what the answer is.  You know, I use the process of discovery.  Why would I tell someone his answer to my question is wrong?  If I already knew the answer, there was no point in asking in the first place.
I’ll get a caller, a storage facility tenant, who will ask me what time the gate access is closed. And I’ll read off the screen what the gate access times are.  “Well that can’t be right, I know I have access till blah, blah, blah.” 
I’d like to reply with, “Well it’s a good thing you called.  Otherwise you would have been wrong.”
“What me? I’m never wrong.”  That is something I wish I could claim.  I would never ask other people questions.  I would just ask myself and the first answer I could come up with would be right.  Unfortunately the only infallible person is the Pope.  But what can you do?  Suck it up and reinforce the answer.  Patience is a virtue and a helpful sales technique!

Written by Julio Montes PhoneSmart call center evening supervisor and business blog writer.

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