How To
What are the steps to getting a late fee waived on a customer's storage unit?
1. Verify the letter is there
2. Make sure they are paying the full amount
3. Add to auto pay
4. Reach out to your manager, MOD, or agent chat for help with removing the fee.
When a customer calls to cancel a reservation, how should we respond?
What if the customer has a billing dispute?
We want to try to give an explanation of the charges. If they are unhappy with our explanation we will want to transfer them to customer service. Keep in mind and use your active listening skills... we can not help with refunds.
What information has to be verified before giving out any details about accounts or reservations?
First and last name, phone number, email address. We must also verify that the person we are speaking with is listed on the contract.
When transferring which departments or extensions are war transfer only?
MOD, Traffic, Alarm Room, Equipment Recovery.
How would you locate traffic/ scheduling manager's phone number?
Pull up the customer's location entity in uhaul.net which is found in cross contact. Scroll to the bottom where you see "mco" number. Dial the mco + 300. You will also see the direct number which can be given to the customer for their direct use.
How do you cancel a storage reservation?
Navigate to the webselfstorage page, use the entity portion on the top left side of the of page, and once that location is pulled up you'll want to click on reservations. Once you do that search for the customer's name and phone number.
What if a customer needs to extend their rental, but they paid in cash?
They will need to add a card to the reservation to make the payment, or they will need to make the extension at the location.
What should we do before transferring a customer?
Offer rates and the phone number for the customer to write down.
If we rent a one way truck to a customer and they want to take advantage of the one month of free storage how do we know what size to give them?
The storage must be comparable to the truck.
10 ft. - 5x10 storage
15 ft - 5x10 storage
20 ft - 10x10 storage
26 ft - 10x20 storage
When we are extending a rental what are the three major steps?
Verify the correct contract is open, ask the customer the reason for extension, notate reasoning on contract, let the customer know of any and all price changes and charge if needed. ALWAYS OFFER FUTURE SERVICES!
What should we offer first before cancelling a reservation for a customer?
Offer to reschedule
What if the customer has a truck share reservation, and the key was not left in the box?
Get with traffic to see if they can switch to another truck on the lot that has 24/7 or they can possibly help them move to an open location.
Before making a trailer reservation what must you do?
Verify all information in the hook up book. If they do not know save what you have as a quote and ask them to call back with the information.
If a customer is calling to speak with a location directly, what do you do?
Inform them that we are taking the overflow calls for the location. Let them know that we are able to assist them. There will be customers that want to speak with the location, in those situations offer to send a message to the location and have them call the customer back.
If the customer wants to p/u on July 31st and all equip is APUD, what do you do?
Suggest a different date.
Is there any charge to make a reservation or cancel?
There isn't a charge to reserve or cancel.
What can we do if the customer needs more miles than what comes with their on-way reservation?
Ask the customer how many miles they think they will need with the rental and let them give you a number. You can approve up to 100 free miles without a manager as long as the trip is over 100 miles. Do not automatically give the customer 100 miles however.
You have done a great job and the customer wants to let your manager know. What do you do?
Thank them for their positive feedback, offer future rates and reservations, and warm transfer to MOD. They will send the information to your manager, and all other appropriate departments.
Which U-haul vehicles do not come with a ramp?
Cargo van, pick up truck and 10ft truck.
How do you answer the phone?
Thank you for calling U-Haul this is _________ how may I help you?
If a customer wants to trade their truck in for something bigger, and it has already been dispatched what do you do?
A customer is unhappy with their pick up location. What should we do?
This customer needs to speak with traffic.
There are 100 folds in a chef hat, what do they represent?
The 100 ways to cook an egg. Sorry I had to throw an odd balls in here.
A customer is very upset and would like to make a complaint about a location. What should we do?
Apologize and get them with customer service.