It is widely known that in these days that when a person calls into a particular company that they very well could be speaking with someone not in that particular office. With that said there are some people who are a bit put off with the idea that someone in a remote location Is trying to help them and they have no idea about the company they are calling about. This cannot be further from the truth. Many people do not realize how much time and effort companies take when trying to train people from outside their company to know pertinent information to help their clients.
Companies spend many man hours trying to ensure that there is a seamless transition from the moment the customer calls to the moment they speak to a live person. The customer on the other end sometimes realizes that the person they are speaking to is not actually there. Believe it or not these people could tell you more things about the company they are answering for than you ever believed. Sometimes the company has trained these individuals so well that the customer never even realizes they are not at the location.
In the experience of most reps who take off site phone calls, they do their best to appear that they are at the property. Now they will of course not completely lie to the customer if they ask but they don’t want the customer to treat them differently if they find out they are off site. What sometimes happens is that everything is going well until the customer finds out the representative is not at the site then they immediately wish to speak to someone that is actually on site. This defeats the purpose of the offsite rep because they are in place to capture all phone calls when the person on site is not available.
Off site reps typically know the location of the facility, general information and they are able to make reservations and or appointments for prospective customers. It is good for the on site manager in self storage to really get to know their offsite personnel so if there is an issue, the two sides can work together to make it right for the customer. It is even good for the onsite manager to treat the offsite reps as part of their staff.
Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.