Using Resources
What resource contains detailed, written instructions that can assists CX Reps with their day to day operations?
SOPs (Standard Operating Procedures)
What are the 6 steps included on the Call Flow?
What is the weight limit for a loft? How about a futon?
1,000 pounds when evenly distributed
Are students allowed to remove their safety rail?
NO SAFETY RAIL REMOVALS, NO EXCEPTIONS
What is an XL Mattress, and what is the only school we provide this for?
This mattress is used for students who are too tall/big for the standard school-provided mattresses. We only provide these mattresses at Purdue University.
Name 5 of 10 service types in AWS
Any 5 of these 10: New order, Request a Return, Request a Repair, Report Broken Item, Report Incomplete Item, Request a Relocate, Report Unfulfilled Order, Cancellation, Other, Return
How do you know which emails in the service inbox are assigned to you?
You will know based on your assigned color tab in the inbox.
Will accept 1 correct answer: What are the troubleshooting steps for a wood loft? What about a metal loft?
Wood Loft - Press the support beams, spring frame, and black stabilizer bar firmly in place into the slots on the bed post.
Metal Loft - Tighten the wing nuts by hand on the support bar and loft posts
What does it mean when a student wants a furniture setup?
Can we guarantee product availability if a student has not yet received their Hall and Room?
No. Some schools have hall and room specific restrictions that can potentially affect which products are available for a hall or room.
Name all of the different distribution and return types, and specify what they mean.
DOUBLE JEOPARDY: IRD (In Room Delivery), IRDNA (In Room Delivery and Assembly), OSD (On Site Distribution), OSDNA (On Site Distribution and Assembly), IRR (In Room Removal), IRRND (In Room Removal and Disassembly), OSR (On Site Return)
What is an appropriate time to keep someone on hold before checking back in?
2 mins
What is the correct way that a Combo Unit should be plugged in order to work properly?
The refrigerator should be plugged into the back of the microwave outlet, and the microwave should be plugged directly into the wall.
What is the difference between an EcoMax brand and a MicroFridge brand compact appliance?
EcoMax - Combo Units that include a microwave
MicroFridge - Fridge/Freezer units that do not include a microwave
Will accept 2 of 4: What are the different school program types? Define them.
Rental Schools - Our main school program, customers order, and request all services through our website. We handle all distribution and removal.
Affiliate Schools - Utilize an external contractor for repairs, utilize Bedloft.com inventory, customers place orders on our website and utilize our CX services.
Program Schools - Manage their own program using our inventory, customers place orders through our website. School handles their own distribution, returns, and repair services.
Lease Schools - Utilize our inventory, we put one in every room, customers do not need to order through our website. Can still request repair and replacement services through us.
Where would you go to find Operation Dates for distribution and returns?
In the Bedloft Hub, within a school's specific organization page, under the 'Operations' tab.
When de-escalating a call or an email, what are 4 of the de-escalation tactics that can be used?
Any 4 of the 9 these: Tone, Mirroring, Labeling/Reiteration, Dynamic Silence, Calibrated Questions, Anticipate Accusations, Avoid "Why" Questions, End on a Positive Note
If a customer would like a height at Purdue, what steps need to be taken first before this request can be made? What about at IU?
The loft will need to be delivered, assembled and the student will need to be fully moved in before the request can be made.
At IU: Student will also need to have an order placed for a loft before they can make this request. They cannot receive a height adjustment without an order.
What is the proper way to clean and defrost a Combo Unit or a Fridge/Freezer.
Use baking soda, a soft cloth, and warm water - no harsh chemicals. Remove all food, and stains.
Defrost 24 hours in advance, dry out with a soft cloth, leave doors open to air dry
At Indiana University - if a student in one room within a hall is allowed to have a loft, does this automatically mean that another student in the same hall is allowed to have a loft as well?
No. Due to IU's room-specific fire marshal restrictions, some rooms within the same hall may not be able to accommodate the same products as other rooms.
Explain the entire refund policy
Before Pre-Order Deadline: Full Refund
After Pre-Order Deadline, but before student moves in: Refund - $50 Restocking Fee
After student moves in, but within the 10-day grace period: Refund - $50 Restocking Fee, with a 50% refund reduction.
After the 10-Day Grace period: No Refunds
Which call/email response should be used when a student asks to modify their furniture in a way that isn't permitted by policy?
Use Email Template T28. Unauthorized Furniture Alteration. If on the phone, use this template as a guide for your response
If a student moves in early, is this something we can accommodate? Are we allowed to enter rooms that are already occupied and why?
We do not accommodate early move-ins due to the pre-scheduled dates and times our team has already coordinated with the school.
For liability reasons we are not allowed to enter occupied rooms, unless the student is present at the time of delivery.
What does it mean if a product is not listed on a school's specific product page?
This typically means that the school is not contracted with Bedloft.com to receive this item, and it is not offered for rental at that school.
Name three schools where summer rental options are available.
UGA, Lake Forest, Western Michigan, Georgia Institute of Technology, SLU