If All Else Fails

There is something I have been having problems with and hopefully this will shed a little light to those other people having the same problem. I have taken calls where for some reason we haven’t been able to accommodate the customer’s immediate needs (i.e. no climate control units available or the location was too far). Instead of pursuing the customer’s information, I left the situation as we couldn’t help them and let that business go. Robin, call center manager here at PHONESMART gave me some good advice to help at least change that call in to a call where we can at least get their information. Basically just because our location wasn’t able to help them out, that doesn’t necessarily mean that the other places they call will be able to help either.

What if because of the time of year it was, the other places were in the same boat. No climate controls were available anywhere, or the closer facilities didn’t offer what the farther one did. We can at least get their information and in case the other places weren’t able to help, we still could. Not only does that give the customer a little bit more peace of mind that we can still help if no one else can, but that also shows that we want their business.