Instructor: Jim Chiswell, president, Chiswell & Associates LLC
Duration: 47 minutes
Customer Service in Self-Storage: Benchmarks, Techniques and Inspired Delivery
In self-storage, customer service has always been an essential part of the facility manager's role. But in an evermore competitive market, excellent customer service is paramount. It may be the one thing that sets you apart from competitors and wins you the rental.
In the course of an average day, you deal with tenants and prospects in person, on the phone, via e-mail and online. They might be first-time storage users with questions or existing customers with account or other issues. Whatever the situation, it's important that you address their needs in a prompt, professional, courteous manner.
Taught by Jim Chiswell, this course gives you benchmarks to determine the quality of the service you provide, including tips for conducting your own customer-service audit. You'll learn strategies for best serving the customer, the importance of having empathy with tenants, and techniques for showing customer appreciation. You'll also get pointers for dealing with tricky customer-service situations.
NOTE: This course is part of a 12-piece curriculum that results in Qualified Storage Manager certification. The QSM Certification Program, administered through the Self-Storage Training Institute (SSTI), provides self-storage operators with affordable, convenient training in critical aspects of day-to-day facility management. Classes may be bought individually, however, certification can only be achieved by purchasing the complete 12-course package. With a savings of $145, the package provides maximum value! To purchase the QSM package, click HERE.