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You have to really personalize your service. And you have to personalize your employees.
When you work for Storage West its Storage West, its the actual Storage West call center.
We are an in-house call center. We are employed by Storage West. We are not outsourced at
all. I've been working for Storage West for almost three years now and what I really enjoy
about it is that each month I get to have the some of the same interactions with the
same people. I think the biggest misconception from our callers that we get in at the call
center are oh your just an answering service. We actually are employees of Storage West.
Are trained on Storage West philosophies. Its a small call center so you get to actually
be personal with your customers. We, they call in they get to know you. Erm the know
who you are. A person from Pecos that I talk to every month that eh calls in and if I don't
actually get to speak with her someone else, another call center agent lets me know that
that person has called and said Hey tell Skylar that I said hello. As a company we really
try hard to talk to the people and find out exactly what their needs are. I always make
sure to let them know that Storage West is unique because they do have you know not only
us at the call center who is always going to be there for them. They also have the managers
who actually, most of them live on the site so they get to know them. I like working with
people. I know I'm just an old school customer service person. They will call them if they
have a problem with tenants or need extended gate hours right away. We feel the same way
in the call center. Its not just up to the facility managers to build a strong community
of renters. Its up to us as well. And in order for us to do that we have to be as trained
as the facility managers with the way Storage Way wants to do business. Its important to
us to make sure and continue to build that strong community of renters.