Who dis
I am the one who originally started putting fun facts into team chat
Liz
When is it appropriate to have rude tone to a customer?
Never
A customer calls and asks for a lift gate, what do you say next to move forward?
Will accept roundabout answers (any transfer without making a reservation or over-explaining is the wrong answer)We do not have lift gates but we have ramps that have low decks and ramps lets see what I have available what is your cell phone?
When someone calls in for boxes. What do you suggest?
Truck to assist in their move and if they have a truck moving help to take the load off and/or storage to put their items in.
This is our benchmark for talk time
4.5 min
I used to play in a band
Sean
At the beginning of the call what is one of the Soft Skills phrases Crysti emailed the team to start to say?
Sure, I can help you with that!
Absolutely what is your cell phone number?
Sure thing let me look that up for you.
Oh, I am so sorry to hear that, let me see what I can do.
Customer calls and ask for a BP/BE one way what do you say next to move forward?
Let me see what we can do what is your cell phone number?(any transfer without making reservation or over explaining is the wrong answer)
Someone calls to change their one-way move. What do you suggest?
Free month of storage to put their items in or moving help to take the load off.
This is our benchmark for close ratio
25-30%
I get very thirsty and often ask for a drink while working
Mike C
What is one of the Soft Skills phrases Crysti emailed the team to start to at the middle of the call?
I am so sorry my system is being a bit slow.
I am so sorry. I am working on that ma’am/sir it is just taking longer than usual.
I am so sorry but this request I will have to get you over to _______. Can I offer you the phone number before I transfer you?
A customer calls in and asks about special business rates and does not have a corporate account. What do you say and do next?
Let's go ahead and set up your reservation for now and then after I can get you to our Corp. account to fill out an application what is your cell phone number? (any transfer without making reservation or over explaining is the wrong answer)
A customer calls in to extend their rental. What do you suggest?
Moving help to help speed up the move and storage to put their items in.
This is our benchmark for calls per hour
What is 13-14
I have pet rats
Morgan
What is one of the Soft Skills phrases Crysti emailed the team to start to say at the end of the call?
Before I let you go would you need any storage to put your items in or a moving help quote for two helpers for two hours to help take the load off?
Thank you USE THEIR NAME for calling U-Haul Just so you know there will be a survey being texted about my service, if you could take a moment to fill that out that would be great have a fantastic day!
A customer calls in and says they think they owe money and I need to make a reservation. What do you say and do next.
Sure let's go ahead and make your reservation and I can send you over to e-alert what is your cell phone number? (any transfer without making reservation or over explaining is the wrong answer)
Someone calls in because they need to change their hitch reservation.What do you suggest?
Trailer for their move
This is our benchmark for res per hour
3.5
I have recently shared I lost over 75 pounds!
Miss.Shanda
If a customer is being degrading to you (not just upset in general) and not letting you move forward in the call what is our process for disconnecting?
Make the customer aware 2 times you are trying to help and if that behavior continues you will have to disconnect the call.
If they do not you will announce you will be disconnecting
A customer calls in you see cautionary notes on the account and it says do not rent to the customer what do you say and do next?
Continue to make reservation -The stores and traffic make these decisions not us. DO NOT READ TO CUSTOMER (any transfer without making a reservation or over-explaining is the wrong answer)
A customer calls in because they need to know what time the store closes. What do you suggest?
Truck and if they have a truck moving help and storage.
This is our benchmark for adherence
92%