Move-In Basics
What info do you need to start a new account?
Customer details, address, start date, meter read
What confirms a move-out?
Final meter read and date
What is Reservoir used for?
Knowledgebase for step-by-step guides
What does CSAT stand for?
Customer Satisfaction
Give an example of great service.
Calling back with update
Why is a meter reading key important?
For accurate billing
Why ask for forwarding address?
To send final bill
How to find move-in process?
Search keyword “Move In”
Name 1 driver of CSAT.
Accuracy, empathy, FCR
How does tone impact experience?
Friendly tone builds rapport
What must you confirm after setup?
Account details and first bill date
What happens if move-out isn’t logged?
Customer billed incorrectly
Why reference article ID in notes?
For audit and accuracy
Why avoid unnecessary transfers?
Customer frustration
What phrase reassures customers?
“I’ll take care of that for you.”
What’s the first step before updating?
ID&V
How to fix post-move payment issue?
Refund via Reservoir guide
What to do if article is outdated?
Flag for review/update
How does empathy affect scores?
Makes customer feel valued
How to delight a customer?
How to delight a customer?
How can empathy improve move-in calls?
Reassures and builds trust
How does follow-up affect CSAT?
Shows ownership and care
How does Reservoir improve CSAT?
Reduces errors and builds confidence
What’s the biggest CSAT risk?
Unresolved or repeated issues
How does first-time resolution impact CSAT?
Boosts satisfaction & loyalty