The Mirror Has Two Faces
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I recently took a call from a customer who wanted to immediately get out of his unit at another facility (which shall remain nameless). His story was that the woman who managed the other storage facility was a mean woman who was bitter and had nothing else to do but make others miserable. He had lost a family member and had to pretty much pay for the entire funeral service. At that point, I was feeling very sad for him and wanted to get him out of that situation and into his new . So we proceeded with the credit card reservation. He kept on talking, continued to remark that he’s so glad to get out of the , and thanked me. In the midst of this, he happened to say that he was two months late. Aha! I thought to myself, it doesn’t usually take 2 months to go through that whole process so he kind of slacked off on the payment beforehand. This really emphasized the fact that there are two sides to every story. The manager may have thought that he was just making things up to get out of paying another month, but the customer just thought that the woman was heartless. As call center representatives dealing with both the manager and the customer, we have to understand both perspectives and try to meet them both halfway.
Written by: Lauren Norwood, call center reservation specialist.
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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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