I thought I was having a bad day!

DJ, a call center specialist jumps on the phones when they are very busy. She shares the following experience.

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It was a very busy day! The phones were ringing off the wall with no time for a break. I really wanted one badly but with the phones ringing non-stop I had to just wait because customer service comes first. I thought I was having a bad day but when I answered the phone on this particular call, I found out quickly my day was not so bad after all.

I asked, “how my I help you with your storage unit today?” Wrong question, really anything I asked was not what she wanted to here. She was really the one having a bad day. She started out by saying, “My husband is leaving me for a so-called woman and my kids are going to grow up with out their daddy. I do not know what I am going to do. But first I need a storage unit to put my stuff in.” I replied, “You are a strong mother and you and your kids will be fine I know you can do it.” She said, Thanks, but you do not know me very well.” I said, “You are the one in control of your life and your kids’ life, right? Okay, so the first thing you need to do is what?” She replied, “Get our things out of that house; I have to get away from him.” She began to complain about her husband; I just listened to her hoping to help her feel better.

After a minute she apologized to me and thanked me for listening. I said, “No problem, I am here to help you in any way that I can. So let’s get you into the storage unit you need.” We figured out what size unit she needed and put it on hold. I gave her all the information on the free truck told her the manger would call her back to confirm the truck size and the date she wanted to move.**My lessons for the day were to listen to the customer, do not assume anything, and that other people have bad days also. PhoneSmart Your Offsite Sales Solution Self Storage Blog A diary of the self storage industry Self Storage Search Engine Self Storage in North Carolina

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