This book by industry expert Bob Copper provides proven ideas and techniques for delivering the highest level of customer service, thereby creating customer satisfaction and ensuring business success.

Author: Bob Copper, Owner, Self Storage 101
Format: Softcover (USPS Shipping Required)
Length: 40 Pages

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Customer Service 101: Providing a Superior Self-Storage Experience
Providing a superior customer-service experience for tenants is one of the most important things a self-storage manager can do to ensure the success of his facility. This book discusses common-sense ideas and techniques proven to provide the self-storage customer with the highest levels of service and satisfaction. By using the approaches outlined in this book, you can clearly differentiate yourself as "the" self-storage professional in your market.

Topics include:

• What is superior customer service?
• What is your customer-service attitude?
• Learning to communicate with customers
• Handling customer complaints
• Customer basic needs
• Customer-service tips
• Driving a customer crazy
• 10 service do's and don'ts
• Handling difficult customers
• Famous customer-service quotes

Bob Copper is the partner in charge of industry consulting firm Self Storage 101 and founder of Copper Storage Management, a third-party management company that specializes in automated self-storage operation. As a prominent consultant, author, speaker and trainer, Bob has worked extensively with hundreds of self-storage owners, operators and managers to develop strategies for operational improvement, revenue growth and value enhancement. As a self-storage owner himself, he has a unique perspective that relates to working with other operators. Bob and his team have conducted countless facility audits and operational reviews, market studies, and due-diligence projects. They are sought out for their unbiased opinions and many successful and productive years of experience. Bob's books, training webinars and live sessions are among the most popular in the business.