Authorities
Claims
Caring
Procedures
We are all Sheila
100
50.00
What is the price for any additional stops (more than just two) on an Authority move?
100
Rozz and Joe at least.
Who do you send an email to when you have a customer wanting to make a complaint/damage claim?
100
Give Back to the Community The Grandma Rule Care Be Your best and have fun Inclusion Integrity
What are 3 of our 6 Core Values? (Get 200 Bonus points if you can name all 6.)
100
90 percent (Boxes are 10 points and the most commonly missed offer.)
What is our goal in the office for Mystery Shop averages?
100
1. Because it takes someone else off the phone. 2. We are a team and the most efficient way is to help each other. We do not explain to customer's our policy. We simply express that that CSR is on another line or out of the office. Always!
What are two reasons that we do not transfer calls? How do you explain a reason to a customer?
200
Miles from point A to B times 5 plus 75 equals travel charge.
What is the formula to calculate travel for an Authority move?
200
72 hours. Because it may take time to get their paperwork to the claim manager and have him investigate and contact a professional vendor if needed.
How long do we tell a customer it will take to have someone call them regarding their complaint/damage claim? Why?
200
Describe how you understand their feeling or how you have felt that way...explain what you have found with other customers or what they will find with our service. Empathy is very very important to convey without being able to use body language.
Explain the Feel, Felt, Found method. Or give an example of using it to speak to a customer.
200
Use a box form that is next to the Printer, fill it out completely and take full payment for boxes. Place box order on Rozz's desk. The final step should be helping the customer to load the boxes.
What is the correct way to sell boxes to a walk-in customer that does not have a move scheduled?
200
1. Attendance issues, being on time 2. Not working at work, including being on cell phone. 3. Causing office drama, gossip and a need to take others down to make them appear to be a better employee. Not ok.
What are the 3 biggest reasons that a former employee is no longer with TMT?
300
Local charges Office to Carmel and Carmel to office, travel time added into estimate for Carmel to Bloomington to Carmel.
What is the procedure to determine travel for a move from Carmel to Bloomington to Carmel?
300
If the customer packed the item and there is no damage to the outside (was not dropped or crushed) the claim will be denied. If we packed the box, the contents are fully insured! (Great way to sell our packing if the customer is considering it.)
What is our policy on damages occurring inside packed boxes?
300
Explaining the benefits: Fully insured, trained movers...offer to email the estimate/pre move letter for comparison.
What is the correct response to a customer who thinks our price is too high on a local move?
300
The customer is removed from the calendar. We call the customer. We shred the paperwork and note the customer's account.
What is procedure for a customer who has a credit card number that is denied for a deposit? What are our steps?
300
1. Customer is moving within the week and has a home larger than 2000 sq ft. 2. Customer wants an LD but is not in town and cannot do an Onsite. 3. Customer refuses Onsite. 4. You have attempted to go over estimate and customer cannot communicate (elderly or disabled).
What are two valid reasons for offering an HMC?
400
Authority calculation. Adding 50.00 for additional stop.
How do you calculate my travel when my move is from Kokomo with a pick up in Bloomington and final drop off in Bloomington?
400
1 million dollars. This does not mean that the customer will get 1 million dollars if something occurs, it just means that we have enough insurance to cover all of their items. There is a place on LD paperwork for them to write the worth of their items.
What is the total amount that a full truck is insured for when it is loaded and on an LD?
400
Explain benefits of same two movers loading/driving/unloading. The truck locks are sealed and then cut at unload to ensure nothing is lost off the truck in route. Our LD service is more personalized, with guaranteed arrival days.
What is the correct response when the customer thinks the price is too high on an LD?
400
Never. Or Call Rozz so she can tell you Never.
When is it acceptable to not add a 3rd man to a 3rd floor or higher apartment or condo move?
400
We are located in Indianapolis, our main office is in Fishers but we send trucks out of the office closest to your home so we can provide a lesser travel fee. Our Fishers office handles all calls because we are a Customer Care team to make sure you have contact with just one team throughout your moving process.
What is the correct explanation when a customer wants to know if we are local and how our call center works?
500
8 hours.
What is the total amount of time I need to put on the calendar for a move that is 3 hours of load/unload plus 1 hour drive to Point A, 2 hours between A and B and 2 hours travel back to our office?
500
I can understand how upsetting that must have been... I'm sorry that happened to you, it sounds upsetting... I would be upset about that too... ...follow these statements with reassurance that our men are professionally trained and explain the Grandma Rule.
What is a good empathy statement for a customer who is very concerned about using a mover (her last move resulted in the breaking of a family heirloom and she is still upset about it)?
500
:::empathy statement::: And offer an Onsite while reassuring that we can take care of the details.
What is your empathy statement to an elderly customer who says they have just lost their spouse and will need help with packing and moving. They do not know their square footage and are too sad to handle and HMC. What do you say and do?
500
Traffic, and in case the move before needs additional help. Avoid words like "going over" "running late" etc.
What is the reason we explain to customer's for why we give arrival windows?
500
2 hours of revenue adjusted for lesser travel. For customer's the minimum for each move will vary. 1. You have just an hour and a half minimum plus travel fee. 2. You have an hour and a half minimum plus travel fee. 3. You have a one hour minimum plus travel fee.
What is our minimum and how do you explain it to a customer? Example 1: Move is 3 hours long and travel is .50. Example 2:Move is .75 and travel is .50. Example 3: Move is an Authority that is .75 and travel is $455.00.
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