BUSY MANAGERS?

Tron Jordheim, Director of Operations for the PhoneSmart call center, offers insight on dealing with unhappy callers and how our call center can help self-storage facility managers, and property managers alleviate some stress for their customers and their staff.

I can not count how many times a day I speak with the same person over and over again trying to get in contact with a manager at a particular facility. Do the managers ever get a break? It seems like they never pick up the main line and I get so many complaints from customers who have tried time and time again to reach a manager. I start to get a soft spot for the existing customers whom are getting the run around and never being able to speak with the manager regarding their situation. As for the potential customers, it can pose a sense of irresponsibility, not only on the manager’s end but on PhoneSmart’s end as well because we represent that location.

I took a call earlier in the week from a guy who obviously was irritated with the manager and the voicemail system. He advised me that he had been trying to get in contact with the manager for about a week to no avail and he had left numerous messages with no response. I acknowledged the customers concerns and advised him that he had reached the reservation center and unfortunately I could not handle his situation regarding his account. The customer was very upset and before he got off the phone he asked me, “Well what are you there for, you don’t know anything?” I smiled at that comment and I started thinking, we are here for potential customers, however, we get the short end of the stick when it comes to existing customers and their accounts. I’m here to serve customers looking for storage and to take a beating from existing customers who feel we are unprofessional. At the end of the day I just need to know that I did MY best for each caller.

PhoneSmartYour Source for Lead Generation**Secret Shopping Blog Your inside peek Self Storage Search Engine Self Storage in Alabama

Related Posts:

Setting the toneGetting BetterHandling Spanish callsGoing the Extra MileStore ClosedThe Benefits of ListeningManagers, You Need A Call CenterWrite it downMain LineBum Rush Tweet This Post Disclamer:** This entry is intended to promote our partner StorageMart and some or all participants received compensation.

View admin’s Profile Subscribe via RSS