📦 Storage Smarts
Rent is due on this day of every month.
What is the 1st?
This is the same-day booking cutoff time for RV and tent reservations.
What is 2:00 p.m. CST?
These are the only two forms of payment the call center can process.
What are credit cards and debit cards?
Before discussing or changing an account, agents should make sure they're working in this.
What is the correct customer/account/reservation?
A storage caller says, “I'm only checking prices.” Your job isn't finished after quoting the rate. You should make an attempt to do this.
What is secure/close the rental?
A storage account officially becomes late on this day.
What is the 2nd?
True or False: If a site appears ready, the call center can guarantee a guest an early arrival.
What is False?
Name two payment types that may be accepted onsite at Storage but cannot be processed by the call center.
What are cash, check, or money order?
Instead of immediately transferring a difficult or unresolved caller, this philosophy says we remain responsible for helping move the issue toward resolution.
What is “Own the Call”?
When speaking with storage customers, agents should use this phrase instead of referring to themselves as “the call center.”
What is “off-site team member”?
Gate access is disabled on this day when the account remains delinquent.
What is the 3rd?
Unlike same-day RV and tent reservations, cabin reservations require at least this much advance noticeand the cabin must have been unoccupied the previous day.
What is 24 hours?
A refund should always be returned here rather than placed on whichever card the customer requests.
What is the original payment method(s)?
Before escalating an unresolved issue to the property, we make this many attempts to contact the park.
What is one attempt?
A storage caller doesn't qualify for another current promotion. These are the two incentive options agents have been coached to use when appropriate.
What are prorated free or first full month free?
The first late fee is assessed on this day, with another late fee later in the month.
What is the 6th?
A guest wants to stay for an extended period. Instead of booking it like a normal reservation, this is the process we initiate.
What is the extended-stay interest form?
If a refund to the original payment method declines, this is the next process the agent should initiate.
What is a check-request inquiry?
When the park cannot be reached and the matter remains unresolved or requires approval, this is generally the next step.
What is submit/send an inquiry?
A guest asks for something outside your authority. The best customer-service response is NOT to promise it or immediately pass them off. Instead, you should do these two things.
What are explain what you can do and follow the proper escalation/inquiry process?
By this day, the second late fee is assessed and the unit may also be overlocked.
What is the 16th?
Two things must occur before an extended stay is approved.
What are a background check and park approval?
Be careful before re-rating a Campspot reservation: doing so can cause this to disappear.
What is the promotional rate/promo?
Put these three closing steps in order: Thank the caller / Ask if anything else is needed / Restate your name and the location.
1. Ask if anything else is needed; 2. Restate your name and location; 3. Thank them for calling.
This phrase sums up our expectation that the caller shouldn't have to keep bouncing around looking for someone to solve their issue.
What is “One Call Resolution”?