Determine your customer’s needs

• Robin Turner, PhoneSmart call center manager speaks out on a customer service issue. Welcome to our self-storage blog, an inside look at the self-storage call center. Last week my husband ordered breakfast at a fast food restaurant and I noticed that my slush drink that I get from them all the time, tasted different. There was 7-up in it, not one of the usual ingredients. I figured that I’d just let them know the next time I was near there. Later that evening I went to order dinner from them and before ordering I asked the attendant how that particular drink was made… Sarcastically she stated what they put in it. Kind of surprised at her attitude, I explained to her what I noticed when my husband brought me my drink earlier that morning… that it was made with 7-up and I just wanted to know if they had changed something. She abruptly interrupted me asking if I had the receipt. I was a little taken back by the manner in which she was responding to me but I answered her stating that I didn’t have it. She again ever so rudely interrupted me again stating in such a sarcastic voice “well, if you don’t have the receipt, there is nothing that I can do about it”. My first thought was “wow, she is having a really bad day.” I tired to let her know that I was simply letting her know what happened. Her comment to me was… “Well, if you don’t have the receipt, I can’t do anything. We have people who try to get free food all the time and you need to have a receipt or I can’t replace it. (Something to that effect anyway).” I could not believe the service that I was receiving, as I had been there plenty of times and have never been treated that way before. I was planning to purchase our family dinner there; however, after that experience … I think you guess whether or not I still ordered food there…. or if I have yet to return to them. Do your employees assume what the customer needs and ends up losing business because of it? PhoneSmartYour Source for Lead Generation Self Storage BlogA diary of the self storage industry Self Storage Search EngineStorage in: Virginia

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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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