Please Treat Me Nice

Sarah Little, PhoneSmart call center Secret Shop Specialist offers the following.

Welcome to the PhoneSmart call center blog and insider view of the self-storage industry.

After a little mishap with my airline tickets, I called the customer service department to check the availability on the earlier flight that I was hoping to catch. I’m going to have to go on stand by, so I wanted to know if there were even seats available.

I called and spoke with a “starched” woman who spoke with a bite and she told me there was no chance of getting on that plane because they were overbooked. She then hung up.

There was another flight departing a few hours later, so I called again and this time I spoke with a pleasant, cheerful woman. She asked if I wanted to purchase tickets, or if I was checking the status to go on stand by. I told her, and she let me know that the chances looked great for getting onboard.

Although the first lady told me the earliest flight was booked, I asked the nicer lady to also check that flight. She said it looked about the same and I also had a good chance of getting onboard that flight as well.

Hmmm…two completely different answers. Do I risk getting up early and not even getting on the first plane, or will the early bird get the worm? I’m going to chance it and get there early. (Cross my fingers) I’ll get on the plane.

I called with not even 2 minutes between the calls and got completely different personalities and completely different answers. Consistent, good and accurate service should be what you strive for in your call center or business.

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