MY ARENT YOU A NICE PERSON!

So many times I answer the phone in a pleasant and inviting voice to get a very abrupt rude person on the other end! Now I know that not everyone can be nice and peachy all the time but when you call to get information about a storage unit at least be pleasant!When I come into work often times I may have a trying or stressful situation outside of work and I leave that at the door or just before I get on the phone. I have to. When you have a job to do that’s what you do. Leave your worries at the door. A lot of times I wish we had an option on the phone to “press 3 for our complaint department!” Or like those shirts that say “complaint dept 1000 miles >“ That way we would not have to deal with difficult people. Actually, I have learned a lot working here about dealing with difficult people. Still I do have a few things to still learn, but I am getting better. Each day here helps!

What I sometimes do with person that is not so happy on the other end is first try to calm them down. By adopting a soothing tone you can bring that person to a happy place! If that does not work I usually try to resolve their issue if I am able. I work in the evening and we have a lot of callers who are current renters with an issue at their current storage facility. Some times we do not always hang up on as happy a note as I would like, but they realize that I can only do so much from where I am. Once the customer realizes that, they usually calm down. Now, in extreme cases we may hang up if the customer is extremely out of line. Usually even with a really upset person I can bring them down and then they are aware of the way they are acting and apologize. Which makes me happy that I have done my job and then some!!