Why Do You Answer the Phone When You Can’t Talk?

I heard a secret shop call the other day, where the store staffer at the self storage facility told the caller, I have three people in front of me at the counter and I can’t really talk to you like I normally would. The crazy thing is that this is a PhoneSmart client that uses us for our roll-over sales support, too. I can’t help but wonder why she even answered the phone. The call center is here to help her in just such a situation.

Does her boss give her a hard time if she lets too many calls roll through to PhoneSmart. If so, that boss is awfully short-sighted, don’t you think? She could have let us take the call. We would have paid proper attention to the caller and maybe even have written a reservation. Instead the people at the counter were frustrated by the interruption and probably annoyed that they may get treated like that on the phone one day. The callers never like feeling as if they are getting the brush-off.

So if you can’t give a good call experience, let the call roll.

Written by: Tron Jordheim, PhoneSmart Director

Thanks for reading our secret shopping blog. We offer sales training and secret shopping to the self storage industry.

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

Rent storage at 1352 Holton Ln, Takoma Park, MD 20912

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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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