Extending Rentals
Customer calls in to extend their rental, what is the first question you ask after their name and contract number/phone number?
Why do you need to extend?
Customer calls in and wants to pay their storage bill in full but wants their late fees waived first. How do you help?
Explain that if the customer goes on auto pay we can remove one late fee. If the customer is okay with that proceed with getting the fee removed by contacting sales agent chat or manager. If the customer insists on having all fees waived send a message to the location to call the customer back to discuss the possibility of waiving all fees.
Customer calls in and wants to know if moving help can drive our trucks for them as they are not comfortable driving a truck that big. How do you help?
Advise the customer that moving help cannot drive our trucks, offer the customer U-Boxes instead.
Customer calls in because they have an existing U-Box reservation and they want to schedule pick-up of their boxes at their house. How do you help?
Transfer to dispatch traffic if it is prior to shipping, if it is post shipping transfer to receiving traffic
Customer calls in to get a rate, after reading the rate of the truck and asking for the business the customer states that they have to speak with their spouse first. How do you respond?
I understand that you want to speak with your spouse first, however, our trucks are flying off the lots in fact we are completely out at some locations, with that in mind which credit card would you like to use to confirm your reservation?
Customer calls in to extend their one-way rental that has already been dispatched. What do you do?
Provide the number for the destination's traffic office and transfer the call.
Customer calls in and states that they are moving out of their unit 1 week after their next month's bill is due and they are wanting to know if they have to pay their bill. How do you respond?
Advise the customer that you can notate the account but that they will need to go into the office at the location after they have moved out to notify them. Also, explain to the customer that they will have to pay their bill in full as U-Haul does not prorate. If they wish to avoid paying they would need to be out of their unit by the close of business the day before their bill is due.
Customer calls in and wants to hire moving helpers to load and unload their truck at two locations 10 miles apart. How do you help them?
Set up the moving help reservation at the first address for 2 movers for 2 hours (unless the customer requests longer) and advise that they let the moving helpers know that they have a second location 10 miles away. If they go over the 2 hours they will pay the moving helpers directly.
Customer calls in because they have 2 U-Boxes at their house already and they realize that they need a 3rd U-Box. How do you help them?
Message the location to call the customer back.
Customer calls in wanting a quote but is unsure of the date of their move. How do you help them?
Ask the customer for a round about date of their move, make sure they know that this rate is based off of the day they give you. Ask for the business, if they object overcome by using the three-step process and letting them know if it's a one-way it locks in the rate, if it's an in-town it locks in their request for a truck and they can always change the date for free.
Customer calls in to extend their reservation within the same 24 hour period and a fee is requested from POS. What do you do?
Let the customer know what the fee is to extend their reservation & that they will be finalized for the correct amount when they return their equipment, then process the amount.
Customer wants to move-in to their storage unit after hours. How do you help them?
Suggest the customer do an on-line move-in. If the customer needs to set up the reservation you can help them do that using available on-line move-in units. If they already have a reservation direct them to uhaul.com to complete their online move-in details.
Customer calls in because they have an existing U-Box reservation and they want to add moving helpers to the order. How do you help them?
You can either edit the existing U-Box reservation by editing the "reserved equipment" area and changing the delivery method to moving help OR the customer can create the order themselves on movinghelp.com and choose "I have an existing U-Box order".
Customer calls in to change the date that the U-Haul truck is delivering their U-Boxes to them. How do you help them?
Check the existing reservation first, if the date of delivery is the same day or the next day refer to traffic. If the date of delivery is outside of the same day or next day, make the change yourself on POS.
Customer calls in and wants to make a reservation for a pick-up truck. After creating the reservation you realize that all they have is a prepaid credit card, how can you assist them?
Offer the customer the use of a TM, be preemptive to their objection to a bigger truck by explaining the benefits of a TM and that they are fairly close in price, also press urgency of making the reservation today using the three-step process.
Customer calls in to extend their reservation and a fee is requested by POS. The customer wants to know why the fee is so high, how do you answer?
It's the estimated total for the extra time including miles, SRI's (if any) and coverage (if any).
Customer calls in and wants to add 24 hour access to their storage unit. How do you help?
Explain to the customer that they would need to set this up with the location. You can message the location to call them back or they can go into the location to set it up.
Customer calls in and wants to know if our moving helpers are insured. How do you respond?
Let the customer know that Moving Help is a labor-only market place for moving help service providers. They are not required to be insured, licensed or bonded. Some providers are and some aren't, they would need to discuss that with their selected moving help service provider.
Customer calls in to change the date/time that they are picking up their U-Boxes using self-delivery. How do you help them?
Pull up the existing reservation in POS and make the changes.
Customer calls in to get a quote from us after having gotten a quote from Budget first. You create the quote for the customer and it is higher than Budget's. They want you to price match or they will not reserve with you. How do you respond?
I understand that you spoke with Budget & they were only X dollars, however U-Haul has many advantages over Budget such as thousands more locations, more aerodynamic fuel saving trucks, no hidden fees, and no cancelation fees. I can offer you a one time discount (if the system allows) of X amount if you reserve with me today which I highly recommend as our trucks are flying off the lots. With that in mind which credit card would you like to use to confirm your reservation?
Customer calls in to extend their in-town rental and their is a family scheduled to pick up this equipment already. What do you do?
First ask if the customer can return 30 minutes prior to the next family's scheduled pick-up time. If they can then select "extend to available time". If the customer cannot return by then we select "extend to original time requested" and charge whatever POS is asking.
Customer calls in to say that they are locked inside of the storage building and the location is closed. How do you help them?
Call the alarm room directly and make them aware of the situation. They will help the customer get out, but you remain on the line with them.
Customer calls in and wants to talk to someone about their moving helper. You tell them they need to go to movinghelp.com and speak with a live chat agent. The customer wants to know why they can't speak with someone over the phone, how do you respond?
Let the customer know that Movinghelp.com only provides the connection to quality laborers, your communication should be directly with your Moving Help® Service Provider(s), after all they work for you. In addition, you can reach Moving Help® support anytime via your customer account or support@movinghelp.com.
Customer calls in and wants to have their U-Boxes delivered to their house after being in storage for 2 months. How do you help them?
Pull up the U-Box in the location's ESL and schedule an action.
Customer calls in wanting a quote for a hitch installation. You create the quote and ask the customer for the business letting him know that $45 is due at the time the reservation is made because parts have to be shipped. The customer is hesitant to make this reservation now. How do you overcome their objection?
I understand that you are hesitant to make the reservation now due to having to pay $45, however, we are the #1 installer of hitches nationwide therefore we are extremely busy and it is difficult to get in to one of our hitch pros at the last minute. I would highly recommend making this reservation now as it locks in the rate and the date, with that in mind which credit card would you like to use to confirm your reservation?