» Customer Service
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Step Out From Behind The CounterBy admin on May 15, 2006 | No Comments
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Written by Sarah Little, Secret Shopping Maven.
After working in and around our call center for 3 years, I have gained some insight into the call center mood. Before understanding a little bit about call centers, I thought the person I talked to on the phone was the beginning and the end of the business they represented. I was unsure of how to approach these representatives with the various questions I had about my credit card or cell phone.Today I had to call my auto loan lender. The payment we sent last month has still not been received so I wanted to fix the problem ASAP. (I knew better than using the mail. From now on I’ll do it online.) My husband had called last week and was treated rudely; when he asked to speak to a supervisor he was hung up on. I couldn’t believe it!So I called this morning. I set out in my mind to be calm and pleasant, but I was prepared to be stern and demand some help if I needed to. When the representative answered I explained the problem clearly and asked her very simply, “How can we fix this problem and avoid additional fees?” Fortunately I reached a very cooperative woman who wanted to help. She explained the process of things to me, and I was able to resolve the issue on the phone with no added fees.I’m sure she is the type of person who remains calm and tries to give the best service she can in spite of a customer’s attitude. But I know that if a customer is being pleasant and friendly to the rep, they will be more likely to exercise some of that ‘wiggle’ room they have and help me out.So my advice to anyone who has to call their credit card company, cell phone, loan company, etc., whether the center you’re calling is across the country or the world, is to keep a smile in your voice and ask them what they can do to help the situation. Try to avoid becoming the tyrant caller and you’ll get much better service.
As customers, we must also extend a friendly attitude. While it is the duty of businesses to be courteous, we as customers and fellow customer service professionals should return the favor. Everyone knows not to make the waitress preparing your food mad, and the same rule should follow with your other services. Especially those handling your finances!PhoneSmart Your Offsite Sales Solution
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We’re a TEAM!By admin on May 10, 2006 | No Comments
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Kay Johnson, Phone Smart blog editor gets her 2 cents worth in…Welcome to our blog, an insider look at the self-storage call center industry and secret shopping world.Where is Tron Jordheim? Has anybody seen him? How can we find him? He is a strange dude but he is our leader!I am pausing in my task as blog editor to offer some insights I have gained from the flow of creativity that is all around me. We have several new people on staff here, some of them I have not yet met. We have an expanding crew of bilingual operators to accommodate the needs of facilities with larger Hispanic communities. It has been my joy to work with the blogs submitted by old timers and newbies. This is one call center where there is no lack of eloquence, insight, humor, and shared experience.One key to a successful compact team is, of course, our willingness to accept each other and to work together. The other key is the working atmosphere that the guy at the top wishes to cultivate in his call center team.There is a wide spread in age and experience in the team. I am almost the oldest staffer here. I say almost because I am certain that I am not as old as Tron Jordheim. There is a considerable group of college age and mid to late 30ish reps. for an old duffer such as myself, working with younger people is often refreshing and invigorating. I am amazed at how much more they know of the world than I did at their ages and sometimes they are amazed at some of my attitudes, knowledge and preferences. Last weeks while working the closing crew, I mentioned that although I am primarily a fan of country music and consider myself an educated “redneck woman’ that I enjoy the antics and some of the music of Kidd Rock. Chris Hires, a young man from Texas who is in school here replies “I don’t like Kidd Rock but I like that you like him” There is a high level of that sort camaraderie here. Employees do favors for each other and help each other on the job and in their private lives. Spanish speakers are always willing to teach the uniligual reps. words and phrases. The working environment here is one of serious dedication to the task at hand but with a very comfortable emphasis on achievement and a sense of well being. Supervisors and department heads have nearly all served as call center operators and are sensitive to our situation. Even the “big guy” steps in to take calls when things are really busy.Tron, who was referred to as “Sometimes Charisma –guy by his wife at our 5 year anniversary party” is soft spoken and has an easy approach to employee relations. He is forgiving too. I am proof of that as when I took the opportunity to Roast him at that anniversary party I tried to singe his beard (he has no hair to go after) and I took my very best shots at him. I am still employed here.One of the primary values he has instilled in the Phone Smart call center is our acceptance of the diverse group we work with. There is a small printed sign on our break room wall right next to the official required government employment posters. This sign reads:“Phone Smart Celebrates Diversity!We are lucky to have people on staff with many different backgrounds. Phone Smart does not discriminate against anyone based on ethnic background, creed, gender, belief system, cultural heritage, etc.However, rude, mean, or lazy people are fair targets.”Tron JordheimWe work hard here; we share our lives, our food, laughter, and our good wishes for all.It is a great place to work!Self Storage Search Engine Storage in: Oklahoma
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What’s the 411?By admin on May 8, 2006 | No Comments
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We have a handful of storage facilities in our local area. It is always difficult to get these stores because they have caller ID. Normally, when calling long distance our call routes through Sprint T1 lines, and so any caller ID just get “Out of Area” or something to that affect. But locally our calls show the corporate number. We use the *67 technique, but the stores avoid “Blocked ID” and let them roll over to the self-storage call center.So, today, being near the end of the month, Natalie and I thought we’d outsmart them by calling the operator and being directed through them.I called 411, gave the city and state. When the operator picked up I gave her the location I was looking for. I was in the middle of asking her to direct me to that number when I heard a click. She didn’t even seem to notice that I was talking, as she just kept on with her spiel. The automated voice came on gave the numbers in robotic tone and then hung up.I was a little put off, but I thought I’d call back. I did the same thing again. Except that this time instead of giving the location I wanted right away I told the operator that I wanted to be transferred to this number. She politely said, “Ok, I can do that.” Then, CLICK, the same robotic voice giving the numbers as slow as possible and once again I was hung up on.Now I was just upset. I’m sure I was being charged for those two calls. I called a third time; this time I did not give even the city and state to the automated voice. I was quickly transferred to an operator. She asked me what city and state and I didn’t even give those, instead I explained that I had just called twice and been hung up on both times, and then I explained what I wanted.She let me know that when calling from a landline calls cannot be transferred and that I’d have to dial the number myself.Well, I would have liked to know that the first time! I find it ironic that a phone directory has such horrible phone etiquette!Self Storage Search Engine Storage in: Texas
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What’s the 411?By admin on May 8, 2006 | No Comments
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We have a handful of storage facilities in our local area. It is always difficult to get these stores because they have caller ID. Normally, when calling long distance our call routes through Sprint T1 lines, and so any caller ID just get “Out of Area” or something to that affect. But locally our calls show the corporate number. We use the *67 technique, but the stores avoid “Blocked ID” and let them roll over to the self-storage call center.So, today, being near the end of the month, Natalie and I thought we’d outsmart them by calling the operator and being directed through them.I called 411, gave the city and state. When the operator picked up I gave her the location I was looking for. I was in the middle of asking her to direct me to that number when I heard a click. She didn’t even seem to notice that I was talking, as she just kept on with her spiel. The automated voice came on gave the numbers in robotic tone and then hung up.I was a little put off, but I thought I’d call back. I did the same thing again. Except that this time instead of giving the location I wanted right away I told the operator that I wanted to be transferred to this number. She politely said, “Ok, I can do that.” Then, CLICK, the same robotic voice giving the numbers as slow as possible and once again I was hung up on.Now I was just upset. I’m sure I was being charged for those two calls. I called a third time; this time I did not give even the city and state to the automated voice. I was quickly transferred to an operator. She asked me what city and state and I didn’t even give those, instead I explained that I had just called twice and been hung up on both times, and then I explained what I wanted.She let me know that when calling from a landline calls cannot be transferred and that I’d have to dial the number myself.Well, I would have liked to know that the first time! I find it ironic that a phone directory has such horrible phone etiquette!Self Storage Search Engine Storage in: Texas
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A Customer in Need is a Need IndeedBy admin on May 5, 2006 | No Comments
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Welcome to the Secret Shopping blog where we look at mystery shopping, secret shopping and the trends in the industry.
PhoneSmart trainer Angela Perry reflects on customer service attitudes
The way that one handles a situation is a lasting impression on the person that is in need
Be wary of the services that are offered through a program when purchasing a vehicle. . At the time of purchase I thought that it was a GREAT idea that I received a complimentary card in case of car trouble would arise. My initial thought was that this is too good to be true but I accepted it.
About 2 months after having the vehicle it continuously stopped. I thought that it was due to shortage of gas but then I noticed that when I turned the air conditioner on it would stop with a full tank of gas so then that led me to believe that the problem was deeper than the gas. I called my dealer’s service department and made an appointment. They could not get me in for 3 days. In the meantime the car stopped on me completely and I had to call on my pastor for assistance.The following morning I made phone calls to get the vehicle in, as it could not wait the other two days. I called the FREE roadside assistance program. I thought that this could not be as bad as I thought that it would be. The man that answered the phone was not helpful. He asked questions concerning my vehicle such as the year and make of the car, the purchase date and the nature of the problem. I answered all the questions accordingly and then he told me that someone would be on the way in about 30-45 minutes. I asked for a reference number, as I know from experience to always ask for a number. After 20 minutes had elapsed I called the again and gave the operator the reference number and was told that the order was incorrectly entered. The operator had written the ticket up as if I was not affiliated with the roadside assistance program and went to an outside contractor to take the tow, which is why it is taking longer as they cannot guarantee the time length with an outside contractor. Apparently the operator dispatched an outside contractor but gave me the rules and guidelines of a program participant. I took a deep breath and just asked the second operator when someone would be able to assist me. She told me that she would put my tow as a priority and it should be soon.From this I learned two things. Everyone makes mistakes and that it is okay to say you don’t know. The second operator handled the situation more professionally, in my opinion because she gave me the explanation of what went wrong and she gave me an answer that made me feel that she was honest. Although the answer was “I don’t know” she did not say resort to an unprofessional criticism of the first operator.PhoneSmart Your Offsite Sales Solution
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ChangeBy admin on May 3, 2006 | No Comments
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Robin Turner is the Phone Smart call center’s manager. She speaks her mind about adaptability in our secret shopping blog.You can’t adapt to change easily…
You are a debater…
You adapt easily with explanation…
Which one are you?The people who can’t adapt to change under any circumstance are typically close-minded and don’t want to learn anything new. Typically they won’t accept changes and will gripe about it and that’s their final word. They are normally harder to get along with then the other 2 types of people. These people will usually either be the “try it” or the “simply won’t!”Then there’s the “debater”. The one who is resistant to change and will question at every angle why the change shouldn’t be made and doesn’t easily understand why the change should be made. But they do ask great questions along the way. Sometimes, they may be a bit sarcastic, however you could also learn from them as they could be a bit of a challenge. They usually do come around and try it out … at least for “debates” sake.The person who easily adapts to change usually goes along with the flow, not afraid to try something new and have a positive outlook on the change. They can usually figure out and think of the positives effects it may have and will “go for it”. They of course are usually the ones who are pretty easy to get along with.Which type are you?
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Take me out to the ballgame!By admin on April 26, 2006 | No Comments
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Written by Natalie Thomas, ultimate secret shopperHave you ever heard the saying, “Life is just a game?”Well, it doesn’t matter what game you are engaged in; there is usually a winner and then there is everyone else who didn’t win. Where do you usually finish?Some might go by the theory that only the winners are those who should be encouraged and congratulated. While others will say that you don’t have to win, if you gave your best effort.Games can take mental, physical, and emotional strength, so does life. Life takes luck, compassion, common sense, laughter, and love, just like games.It’s important in our game of life we try and win. Set goals for yourself, even small ones are good. Remind yourself gently if you are off track, then get back on. I don’t know about you but I seem to be better at helping others with their obstacles then with my own.Go out today and “play” a new game. Make it up. Have fun. Laugh at yourself (by yourself if needed). Try and win the game then congratulate yourself. It will be a good time, trust me.Whether you are a property manager, commercial property, self storage, call center or secret shopper, you can use this game in your “work life.”Self Storage Search Engine Finding Storage Faster
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How to Ace our Secret Shop
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Greeting
1. Answer with the store name in the greeting?
2. Include their name in the greeting?
3. Answer with a smile in their voice?
4. Ask how they could be of service to the caller?
It’s important that you make a lasting first impression by introducing yourself and your store. Answering in a friendly tone of voice and offering assistance lets the caller know that you’re interested in helping them.Qualifying the Customer
5. Determine when the unit is needed?
This must always be done early in the call because availability depends on it.
6. Determine if the location is convenient for the caller?
The caller must decide this, so it works best to simply ask if it’s a good or convenient location.
7. Determine or recommend an appropriate size for the caller?
You should try to find the closest size to fit the caller’s belongings. It’s very effective to offer a choice of sizes and then describe them or help the caller visualize them.
8. Determine the caller’s needs before giving the price?
The most important needs to determine before price are the date the space is needed and the appropriate size. Convenience of location is also important and should be done before price.Selling the Store/ Building the Sale
9. Discuss features or amenities of the facility/unit?
Selling the store shows the caller what they’re paying for. You can sell almost anything (access hours, wide aisles, on site management, etc.) as a feature – as long as you SELL IT!
10. Tie in benefits to those features?
To tie in benefits means to show the caller how they’ll be affected by those features. Using “which means” or “so that” are good ways to transition from feature to benefit. Stay away from using benefits like, “so that it’s good” or “which means it’s nice.”
11. Sell their store before giving the price?
Again this should always be done before price if you can help it. A high price might scare a person into thinking it’s too expensive unless they know what they’re getting for their money.
12. Attempt to cross-sell other products or services (locks, boxes, trucks, etc.)
Here, mentioning other things for sale will get you the points but it’s another place where you should be SELLING those products and showing the caller that you’re a one-stop shop.
13. Discuss lock administration fee, insurance or deposit info?
Make sure the caller doesn’t come to your store to find a bunch of extra charges on top of their quote. At least give them something.Closing the Sale
14. Offer Choices (upstairs or down, 5×5 or 5×10, climate controlled or standard, etc)?
Offering choices encourages more decisions from the caller. Give them options and then ask which ONE they want.
15. Ask for the caller’s name and phone number for follow up?
You CAN’T follow up with only someone’s name. Even an address isn’t practical for giving important information in an urgent situation.
16. Create urgency or stress limited availability?
Give the caller a reason to make a decision while on the phone. Even though you might have several units now, you may not later.
17. Ask or encourage the caller to reserve a space?
Holding the unit is the best way to help a caller in need of storage. If you don’t help them understand that, you won’t get a reservation.
18. Ask for a credit card or discuss a pre-payment?
You’ve got to get some kind of commitment from the caller; name and phone number doesn’t usually do that (unless you can’t take CC’s).
19. Invite the caller to come in for a visit?
Invite them to see what you’ve been talking about; it can sometimes clinch the deal.
20. Attempt to schedule an appointment or ask for the date and time of the visit?
Aside from a reservation, this is the next best thing. It gets that little bit of commitment without giving any specific personal information.
21. Attempt to overcome any concerns about reserving or otherwise?
If the caller declines a hold, there is a concern about something. Figure out what it is, and try to overcome it. You might have to dig for it.Ending the Call
22. Confirm that the caller had no other questions before ending the call?
Ask something like, “Is there anything else I can help you with?”
23. Close in a positive and professional way?
Your welcome doesn’t do it. Give the caller that warm and fuzzy feeling and give them a reason to call back to talk to you.
24. Include the store name at the end of the call?
This reminds the caller one last time of the store name. It is a great last impression.General Performance
25. Assertiveness- Control the call in a positive manner?
Can you control the call without being pushy or overbearing? Listen to the caller and control the conversation.
26. Sales Presentation- Determine needs, build value, and earn the right to ask for the sale?
Have you done all of these things?
Customer Service
27. Use the caller’s name at least twice during the call?
This helps build rapport with the call and helps put the caller at ease.
28. Attitude- Promote a warm and upbeat mood?
Be helpful and thoughtful. Don’t get distracted with what’s going on in the store. Keep your attention focused on understanding and meeting the caller’s needs.
29. Professionalism- Represent himself/herself in a positive light?
You are direct representation of your company. What the customer experiences with you will directly effect how they feel about your site.Was the caller put on hold?
It happens. But is should always happen professionally. Let the caller know that you need to put them on hold. If you don’t have a hold button, place your hand over the phone. Quickly, find or finish what you need to do and get back to the caller. Thank them for waiting.Self Storage Education Learn about the Self Storage Industry
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We Don’t Need No Stinking CustomersBy admin on April 14, 2006 | No Comments
Tron Jordheim comments on customer service attitudes
This entry is a Mystery Shop/Secret Shopping dream. If this business was being shopped, they would have failed on customer service.It is somewhat unbelievable how often it happens. You walk into a place of business and numerous staff people ignore you. They don’t say “Hi” They don’t ask to help. You might as well be a ghost.I was in a motorcycle dealership the other day and spent 15 minutes looking at neat two wheel rides without a single staff person even batting an eyelash at me. And I saw lots of them. I finally gave up and walked out.When people walk into your place of business, do they hear you saying, “I don’t need no stinking customers?”Self Storage Education Learn about the Self Storage Industry
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Redeeming QualitiesBy admin on March 16, 2006 | No Comments
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Angela Lechtenberg brings us a perspective from the other side of the customer service desk.
Redeeming Qualities
I don’t expect perfection in every business transaction after all; it’s not a perfect world. When something goes wrong, however, be prepared to redeem yourself and you may see me back again anyway.
Recently, I planned a birthday dinner party for my husband. I had a list of people to invite and a number in mind. I called a week ahead to make arrangements and the lady I talked with was helpful. “No problem” she said, “call back 2 days before to confirm the number”. She said they’d be busy but could definitely accommodate us. I felt good, even when my husband turned our party of 15 into a party of 22. I called right away and someone else told me it was still no problem. The came my obligatory confirmation call.
On the evening of the event we arrived 10 minutes early, only to be told by the woman that I had originally spoken with that our tables had been given away! After visions of 13 adults and 9 hungry children waiting an hour in a small lobby went away, I calmly explained to her my concerns. After all, I’d called twice and was told our tables would be ready. At first she tried excuses, (“the other person you talked to doesn’t work tonight”; and “People are just lingering longer”, but I was worried the party would be ruined. She could tell a mistake was made. And she said “I’m sorry. We’ll get you seated”.
By the time our party arrived it took only 20 minutes to get everyone seated. They worked fast clearing and moving tables. Our meal was good, service persons were enthusiastic and eager to help, and everyone had a good time. The restaurant staff redeemed themselves in our eyes and convinced us they wanted us back. We appreciated their effort and we will be back.
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