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The following course is part of the Qualified Storage Manager (QSM) certification program. Classes may be purchased individually or as a package. Buying all 12 as a complete package provides the maximum value, with a savings of $145!

Please note: You may purchase courses as a package (best value) or individually. The option to take the test for QSM certification will only be available to you if you
purchase the complete Certification Package or eventually buy all 12 courses. If you buy courses a la carte, you will not be able to take the test until all 12 courses have
been purchased.

Customer Service in Self-Storage: Benchmarks, Techniques and Inspired Delivery

Taught by Jim Chiswell

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.

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.

Certification Package

Customer-Service Course