Miscellaneous Calls
A customer calls during regular business hours and says that the location that they were supposed to pick up is closed and there is no one there.
What is checking the ESL for the correct pick up location and giving them the number for the Scheduling Department if the location is different than what they understood?
You should always try to reserve these three things whenever you make a truck/trailer reservation.
What are furniture pads, dollies, and storage units?
A customer wants to pick up or drop off after hours for an existing reservation.
What is uhaul.com/share or download the app on their cell phone?
A customer calls and requests free miles on their one-way reservation.
What are no free miles and speaking with your manager?
You let the customer know that all of their questions will be answered by the end of the reservation.
What is controlling the call?
Customer called and said they locked the key in the truck.
What is putting the customer through to Roadside Assistance immediately and noting the contract?
A customer wants to extend a one-way reservation for more days than allowed.
What is giving them the number for Scheduling?
You would do this specifically to get back to the script if a customer started asking questions or needed more information.
What is we are really busy, calls are back-to-back, or calls are backing up?
These are steps an agent can take if a customer requests that their late fee be waived.
What is Sales Agent Chat or contacting their manager or MOD?
A customer calls and says that they were just notified that their pickup location has changed, they did not agree to it, and want to pick up where they originally made the reservation.
What is giving the customer the phone number for the Scheduling Department to speak to the Reservation Manager?
The act of mindfully hearing and attempting to comprehend the meaning of words spoken by another in a conversation or speech.
What is active listening?
A police officer calls and says that he has recovered a U-Haul truck that was stolen.
What is a warm transfer to Equipment Recovery?
U-Haul agrees to contact a reserved customer the day prior to the pickup to finalize time, place, and equipment size. If this varies from the customer's reservation preference and an acceptable alternative is not agreeable, U-Haul will make this, the reservation will be terminated, and the matter will be closed. Should U-Haul, through its fault, fail to contact the customer the day prior and be unable to meet the preferred time, place, or size, then this will be done and U-Haul will still attempt to fill the reservation.
What is the $50 guarantee associated with a reservation?
A customer calls very upset and wants to make a reservation but just keeps going on and on about the treatment they have been getting.
What is listening, apologizing, empathizing, and turning the customer around while getting the information needed to make the reservation?