Quality is Key

Listening is a big part of this job. You have to be able to listen to the customer in order to determine their needs. There was a time that I went to a website to get an order for a very special day. I wanted a specific order so that I could surprise the recipient at the time. I was ordering a bear for Valentine’s Day. I ordered a talking bear with roses. I called the toll free number because I wanted to give them specific instructions because I wanted a mixture of roses for my girlfriend.

The bear was a big teddy bear that had my voice recording on it. Every time you squeeze the bear, my voice plays with a prerecorded message. Once I got done recording the message for the bear, I was transferred to a live rep so that I could make my flower order. I wanted a dozen roses and a dozen carnations. My girlfriend loved roses and carnations so I thought I’d get both of them for her. On that day, the mail arrived and her present came. She was happy with the gifts but she got two dozen roses instead of the roses I requested. Even though she was satisfied with the order, I wasn’t happy because I asked for a specific order. Those conversations were recorded and they should have gotten it right. They read my order back to me at the time I placed it.

In the self storage business you have to listen to the caller to make sure you are addressing their needs properly. Listening is important to ensure that you are getting accurate information for the customer. No one likes it when they found out that their order is wrong because the rep didn’t pay attention to what the customer was saying. Paying attention to this detail will result in a sales increase.

By Ronald Smith, PhoneSmart call center reservations specialist and self storage insider.

Thanks for reading the PhoneSmart call center blog.  We offer a comprehensive diary of the self storage and secret shopping businesses.

A note from Sarah: Secret shopping is one way to ensure your company delivers accurate and precise service. Implementing a thorough mystery shopping program will benchmark your skills and allow you to measure your growth. Each month’s mystery shop will create stepping stones for your employees to broaden and perfect their selling and customer service skills.

Self Storage in Florida
640 S.W. 2nd Ave 
Miami, FL 33130 
Manager: Angie Jones 
Ph: (305) 854-7575 
Fax:(305) 854-1415 

Call Angie to reserve your unit today and receive a $50 coupon!

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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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