Stars in Your Eyes

Angela Perry offers insight for our PhoneSmartproperty management blog, the ins and outs of property management and commercial management.

In the call center there are two DNIS numbers that we are quite familiar with no matter how long we have been employed with the call center. They are the role-play hotline (DNIS 0179) and Beyond Storage (DNIS 0123). At times I want to answer those calls with a simple “what” or “what can I help you with today?” Most generally it is an internal caller. I often think, “What is the purpose of wasting a perfectly good greeting on someone who is not really my customer”? But, things change quickly around here.

I had a call one day from a store in California. I went through my entire script and built some rapport with the caller throughout the call. When it came time to take the reservation I asked her for her name and she said “Victoria Rothwell.” I remarked that it was a cool name, as my favorite actress’ name is Victoria Rothwell. She said, “Yes, I am her.” I was shocked and I laughed and said “really?” She said, “yes” again and then I said, “You mean you are Drucilla from the Young and the Restless?” Again her response was yes. I smiled from ear to ear as I looked at the city and saw that it was a store in Hollywood, California! So this could REALLY be her! I was so happy. We began talking about her charity work I read about in the local magazine. At the end of the call she asked me for my address. A few days later I received an autographed picture from her!

This is an example of being professional at all times you just NEVER know who is on the other end of the phone.

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