Why are So Many Self Storage Clients Angry on the Phone?

By Storbox Self-Storage on February 26, 2014 - Comments off

If you have been put on hold multiple times by a customer service representative, it can be frustrating. It is rather common for those in customer service to be at the receiving end of choice curse words. Some businesses are more likely than others to get cussed out during a routine day at the office. Thanks to a new study, we now know just how often people curse out companies and what types of companies are most often on the receiving end of a profanity-filled rant.

The Marchex Institute recently conducted a study to determine the types of businesses that are cursed at the most by consumers. They reviewed more than 1.2 million phone calls to various companies and evaluated the prevalence of profanity. The companies that are cursed at the most include satellite companies, contractors, cable companies, auto repair companies, tow truck companies, and self-storage companies. One out of every 82 calls to satellite companies in the study involved cursing. Storage companies were seventh on the list behind locksmiths with one out of every 214 calls resulting in cursing.

The types of companies near the top of the list, such as satellite companies and cable providers, are known for having long hold times. A number of curses included in the report occurred while the consumers were on hold. Much of the cursing was also related to arguments over pricing. Dealing with television providers and contractors can be frustrating because the explanations given for certain fees and charges are often confusing or even misleading.

If you work in customer service, you have probably been cursed at a few times for reasons beyond your control. Make sure you try to remain calm when this happens and try to empathize with why the customer is upset. Your company can help by providing simple pricing options and by reducing the amount of hold time.

Here at STORBOX, we have a number of skilled employees who are ready to answer any questions you may have about your belongings and your bill. We will tell you upfront what your bill will look like and we will do everything in our power to take care of you in a timely and efficient manner. We are doing our part to get storage companies lower on this list.

To learn more about how we can take care of your belongings at our Pasadena storage facility, call STORBOX for a friendly chat at (626) 793-9888.

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