Storage
True or False: Contact Center agents may update customer contact information and alternate contacts.
False
The moving help payment code releases the customer’s funds to their moving help service provider. Should we provide this code to customers?
No
If a customer is more than 60 minutes early or late to pick up their Truck Share reservation, will they be able to start pick-up?
No
True or False: U-Box containers that are not needed can be returned within 7 days.
True
True or False: If you select that a customer is towing a trailer, a complete tow package will be selected and recommended.
True
How many late fees may be waived if a customer places their account on autopay?
One
If a customer has a problem they have been unable to resolve with their moving help service provider, you should give them the number to:
Moving Help Support
866-748-4110
If a customer has enabled location services on their phone and browser/app and is still having difficulty with a location services error message, you should:
Give the number for Live Verify
When is the earliest a customer can access their shipped U-Box container?
The day after the arrival date
On what screen can you find the status of parts in stock, on order, etc.?
Add/Review Parts Tab in the HSL
True or False: If a customer has 24/7 Access or Insurance, it will be listed under “Services” on the Overview screen.
True
True or False: Pianos and gun safes are no additional cost and are available with all movers.
False
True or False: If a customer needs to return after hours, they can simply drop the key in the dropbox and there’s no fee.
False
True or False: If the contract status of a U-Box says “Requires Scheduling” (blue), you may change the delivery options at the origin or destination.
True
True or False: Wait with Vehicle Appointments are easier to find than Drop Off Vehicle Appointments.
False
If a customer calls and is stuck inside a U-Haul storage center, who should you call?
The Alarm Room
When will a customer pay for moving help services?
At the time of the Reservation
How can you assist a customer who is late picking up their Truck Share rental?
Check ESL for a staged truck, adjust the pick-up time, and have the customer restart the pick-up process
If a U-Box customer needs to make a truck delivery payment or a shipping payment, you should:
Transfer to U-Box Support
Where you can change the installation date/time?
On the “Edit Reservations” tab in HSL
If a customer wants to change their storage reservation to a new location, you should:
Make a new reservation and cancel the old one.
True or False: If a customer needs a moving help service provider at two locations, you must select a provider at each location.
True
If a customer is unable to upload required pictures, the problem is likely with their location services being properly enabled. If location services is properly enabled, you should:
Give them the number for Live Verify
If the customer is having issues with either shipping or delivery, who can best assist the customer?
Traffic
What types of hitch installations can we set up (name four)?
Trailer Hitch
Gooseneck Hitch
Fifth Wheel Hitch
Brake Controller
Wiring Only
3rd party hitches & wiring