Self Storage Call Center Tips

I have worked at a self storage call center for many, many years now, and I have heard my fair share of stories from our customers.  Most of these stories are great.  Customers call in and tell us that our services have helped them tremendously, and that our employees have been an absolute delight.  Sometimes, though, we receive what we call irate callers.  These callers are typically undergoing some kind of trauma, and they are not exactly happy to be renting their self storage unit.  If you, like me, are working in a self storage call center, then you are going to want to learn how to help these kinds of callers without stressing them out even more.  It is hard at first, reader, but with a little bit of practice, you are going to be able to get these people into their units without ever breaking a sweat.

When people are undergoing stress, the last thing that they are going to want to hear is an overly pushy sales presentation.  I mean, sure, they know that they are going to need a self storage unit, but they are most likely not willing to put up with your normal routine.  What they are going to be looking for, here, is some basic information.  They are going to want your pricing information, the terms of your lease, your location, and the moving specials that you have to offer.  They are going to be pushier than your normal callers, so it is going to be important for you to exercise some patience and be sure that you do not lose control over the conversation.  Use your stalls if you must, and be sure that you are giving them all of the information that your company requires.  Ease them into it, and do not make them feel like you are wasting their time.

Second of all, reader, you simply have to be sure that you are relating to your customer in a genuine way.  The moment that they sense that you do not really care about their predicament, you have surely lost the sale.  The trick, here, is to let them air their grief and frustration, and to represent your company in a nice, caring light.  If you come across as cold and unfeeling, and if you lead them to believe that you only care about winning their sale, then they are not going to rent with you no matter what you have to say.  Here, you have to exercise your diplomacy.  You have to work with your caller, however irate, in a genuine and heartfelt fashion, moving them into a unit that is genuinely going to meet all of their needs.

Finally, reader, the last thing that you are going to want to do, here, is lash out against your irate caller.  Sure, they are going to test your patience from time to time.  They are going to yell at you and scream at you, but that does not mean that you should return the favor.  Keep the conversation under control, and do your best to calm the person down while they are on the phone.  This is a great opportunity to build rapport, reader.  If you can successfully calm them down, then they are going to see that you are not a bad person after all.

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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.