Secret Shopping and Customer Service

When you are working in a call center, there are many different rules that we must follow throughout each and every one of our calls.  This is the reasoning behind the monitored calls.  This recording also helps when an angry customer calls.  A complete record of the call is at our fingertips. It also allows us to be evaluated by our secret shopping department. 

A lot of calls that roll to us from our self storage facilities are current tenants.  They may be having a problem at their location.  The may be locked out of their unit or have received a past due statement.  This is where our customer service skills come into play.  We can be a kind listener and give attention to the problem.  We can offer some help, although it is not always what they want to hear!  Sometimes they call and have called before so they know they are talking to someone in another state.  They will ask “are you in a call center?”  I reply “I am at their reservation center and they were unable to take the call so it was forwarded to me.”  Typically, when they say anything about a call center I know that it is a current tenant.  Most likely they are calling to talk with the manager.  Sometimes we get customer that do not understand when you tell them you are not on site.  This is when we have to be kind and gently let them know what we can do for the.

When we get a call from someone looking for storage then our sales technique skills kick in!  That is when we know we have a potential customer on the line and we have to reel them in to our storage facility.  We go through all of the amenities and make sure we have a convenient location for them.  Then we ask for the sale.  By letting them know the best way to guarantee the unit is by reserving it ahead of time.  When we have that customer on the phone we must always be on our “A” game!  That is how we make money for our customers and money for ourselves.  If you are looking for nice people who can sell then give us a call.  We will help you gain a sales increase.

Written by Wendy Lane PhoneSmart call center reservations specialist and business blog writer.

Thank you for visiting our secret shopping blog, with tips and stories about the secret shopping and mystery shopping business.

We are PhoneSmart; you’re off site sales force call center in Columbia, Missouri.

Your local self storage unit provider in 718 Atlantic Ave. Brooklyn, NY. 11217

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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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