Managers, You Need A Call Center

• By Angela Perry, PhoneSmart call center trainer and business blog writer. Welcome to the PhoneSmart call center blog, the ins and outs of the property management industry. At the call center, managers and the phone reps talk quite often. As a phone rep, I learn a lot form the managers and I am sure that they learn from me as well. The one thing that I have noticed in property management trends is that managers are people too and are not exempt from human error. I had a manager call me today to ask for my opinion on how to handle a situation. This is a situation that we have all found ourselves in at one point in time or another. Have you ever found yourself answering the phone as a reaction to stop the ringing while being involved with something else? I have been in the middle of a discussion and the phone has rung and without thought I answered the phone. The next thing that I know I am on the phone and find myself not listening to the caller and leaving the person that I am in a conversation with feeling neglected. I am sure that this happens with store managers. I see some of them carrying the phone with them in their pockets or in their hand while roving the premises. What is the appropriate way to get out of a “rock and a hard place,” once you have thoughtlessly answered the phone while helping another customer? The obvious answer would be to let the call center answer the ringing phone so that the attention is not redirected from the existing customer. However, this does not always happen therefore another way of handling this is to ask the caller the qualifying questions to get just enough information to let them know that you will call them back with a special once you have researched it. Telling the caller on the phone that you are in the middle of something and you will call them back will give the impression that you are not eager for their business. You also do not want to give the customer that is in front of you that you are neglecting the existing conversation, therefore apologize to the customer in front of you and hopefully share a laugh. Then once you are finished with the customer in front of you then you can follow up with the caller and rent that storage unit. It is true it is hard to break the habit of answering a ringing phone. Learn how to change this habit by turning the ringer off. Any one of the three solutions could have helped when we answered a call that should have gone to voicemail or to the call center. Self Storage in Columbia, Missouri Stop by and see Steve at 3500 I-70 Dr SE, or call (573)474-7636, recently upgraded and even more storage available. Quality services available at Total Quality Assurance Services

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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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