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Determine your customer’s needs


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    Robin Turner, PhoneSmart call center manager speaks out on a customer service issue.

    Welcome to our self-storage blog, an inside look at the self-storage call center.

    Last week my husband ordered breakfast at a fast food restaurant and I noticed that my slush drink that I get from them all the time, tasted different. There was 7-up in it, not one of the usual ingredients. I figured that I’d just let them know the next time I was near there.
    Later that evening I went to order dinner from them and before ordering I asked the attendant how that particular drink was made… Sarcastically she stated what they put in it. Kind of surprised at her attitude, I explained to her what I noticed when my husband brought me my drink earlier that morning… that it was made with 7-up and I just wanted to know if they had changed something.
    She abruptly interrupted me asking if I had the receipt. I was a little taken back by the manner in which she was responding to me but I answered her stating that I didn’t have it. She again ever so rudely interrupted me again stating in such a sarcastic voice “well, if you don’t have the receipt, there is nothing that I can do about it”. My first thought was “wow, she is having a really bad day.”
    I tired to let her know that I was simply letting her know what happened. Her comment to me was… “Well, if you don’t have the receipt, I can’t do anything. We have people who try to get free food all the time and you need to have a receipt or I can’t replace it. (Something to that effect anyway).”
    I could not believe the service that I was receiving, as I had been there plenty of times and have never been treated that way before. I was planning to purchase our family dinner there; however, after that experience … I think you guess whether or not I still ordered food there…. or if I have yet to return to them.

    Do your employees assume what the customer needs and ends up losing business because of it?

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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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