Stop and Listen

• Ronald Smith, PhoneSmart call center operator advises us to listen carefully to our callers. Welcome to the PhoneSmart Call Center blog an insider diary of the self-storage industry. I have had the privilege of working in a number of customer service related jobs. I have worked with many people with different sorts of personalities. One of the most important things I have learned is that listening is a big part of the job description. I have had the honor of working with Hurricane Katrina Victims. My job was to file new insurance claims on the hurricane and follow up on existing claims. I remember a particular time when a woman looked at her house for the first time. She was devastated by the damage caused by the storm. She called in to make a claim on her home. I noticed on the screen that her insurance covered the damage done to her home. She needed to vent her hurt and she started to cry and tell me how much her home meant to her. I listened to her story and then offered a solution to her grief. I also offered her some comfort so that she could calm down. After we filed her claim, she thanked me for listening and told me that she appreciated that I cared enough to stop and listen to her situation. The same thing can be done with storage. People are calling for a wide variety of reasons and some can be tragic. On those calls you have to not worry so much about the sale but the customer as a person. Take the time to stop and listen but still control the call. Offer them a solution and show them that they aren’t just another caller looking for storage. This will leave a lasting image of what the company stands for. Storage ConciergeSelf Storage in Kansas Storage ConciergeSelf Storage in Kentucky Storage ConciergeSelf Storage in Louisiana

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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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