Customer Service Policy Procedure! 2020 Trivia Quiz

In the activity log, it is important to notate the type of action taken, such as whether an email or chat was used. Additionally, it is crucial to mention the individuals we reached out to, including team leads, managers, etc. This helps in keeping track of the communication and ensuring accountability. Furthermore, noting who approved or declined our request provides a clear record of the decision-making process. Finally, detailed notes summarizing everything discussed or decided upon should be included to provide a comprehensive overview.

The correct answer is to advise and attempt scheduling the pickup two weeks out. If the customer insists on needing the pickup sooner, the next step is to offer the key release option first, unless it is a house. If the customer still insists on needing it sooner, the company follows a five-business day rule. If the customer insists on needing it sooner than that, approval from the team lead/manager is required, and the activity log must be notated with who approved the request. Additionally, the company should attempt to obtain the forward billing address and notate it in the activity log and billing address section, along with a summary of the call.

AZUMA has a policy that they will not deliver or pickup furniture that is believed to have bed bugs. The customer must have a professional pest control technician treat the apartment and certify that the bed bugs have been eliminated before AZUMA will handle the furniture. The policy can be found on the Remote Resources/Dashboards Wall.

In the case of a "dead air" call, it is important to try to remain on the line for at least a minute to give the caller a chance to respond. By saying the greeting twice with a pause in between, it allows the caller to potentially hear the greeting and respond. Before disconnecting the call, it is important to apologize for the inability to hear and inform the caller that the call will be disconnected. This provides a polite and helpful response to the caller and encourages them to call back for assistance.

When making changes to a schedule, it is important to notate the changes in both the "Schedule Log" and the front "Customer Screen". This ensures that there is a record of the changes made in the schedule log and also updates the customer screen with the updated schedule information. By notating the changes in both places, it helps to maintain accurate and up-to-date scheduling information for both internal record-keeping purposes and for the convenience of the customers.

The statement contradicts itself by stating that preferred customers are subject to the same fees as standard customers. If preferred customers were subject to the same fees, then they would not receive any preferential treatment. Therefore, the statement is false.

Premium equipment is described as the newest/most upgraded equipment available in that area. This means that it is the latest and most advanced version of the equipment, with the latest features and technology. It may have digital features and high efficiency, but the main focus is on being the newest and most upgraded option.

The correct answer is Remote Resources/Dashboards >> Field Dashboard. This is where the "Live Chat" links that the Field Services (drivers) use throughout their day can be found. The Field Dashboard is a part of the Remote Resources/Dashboards section, which is specifically designed for the field services team. It provides them with the necessary tools and resources to carry out their tasks efficiently, including the Live Chat feature for communication and support.

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The opening of a call is the initial stage where the caller gathers important information from the customer. In order to verify the customer's identity and gather necessary details, the caller should attempt to verify the first and last name (if not already provided), the last four digits of the social security number (SSN), the complete leasing address, and the telephone number/email address. These details help ensure that the caller is speaking to the correct customer and can proceed with addressing their needs or concerns effectively.

The time frame that should be offered first to customers for all schedules, unless the location is a house or there is limited schedule availability, is 9am-5pm. This is because it provides a longer window of availability for customers compared to the other options listed. The other options either have shorter time frames or have overlapping schedules, which may not be convenient for customers. Therefore, 9am-5pm is the best choice to offer as the first option.

When completing a "Transfer of Lease" to another customer from an existing customer, it is important to notate both accounts once the transfer is completed. This is because both the existing customer's account and the new customer's account are involved in the transaction. Notating both accounts ensures that the transfer is properly documented and that any necessary changes or updates can be made to both accounts.

When Preferred Customers are initiating a move of equipment, they need to have their employment re-verified. This suggests that there is a process in place to ensure that the customer's employment status is up to date before the move can take place. This step is likely important for maintaining the customer's eligibility for any special offers or discounts they may be receiving as Preferred Customers. Therefore, a follow-up needs to be submitted to verify their employment status.

If follow up is needed on an already submitted accounting request, the best course of action would be to email the accounting group. This allows for direct communication and ensures that the request is being addressed and worked on. Submitting another A/R may cause confusion and duplicate efforts, while doing nothing may result in the issue not being resolved in a timely manner. Informing the customer that the request is being worked on is important, but it should be done after contacting the accounting group for an update.

The correct answer is February, May, August, November. These months are chosen for the quarterly step contests.

The correct answer states that we should promote our additional services regardless of whether the customer has already expressed interest in appliances only or not. This means that even if the customer has specified their preference for appliances, we should still inform them about other additional services available. The answer emphasizes the importance of determining if additional services are offered based on the customer's zip code and promoting them accordingly.

CC refunds should only be offered if they are moving out of the country or will not have a permanent forwarding address. Otherwise, we always offer regular check refunds UNLESS the customer actually requests a cc refund.

AZUMA employees receive a 22% discount from Verizon Wireless.

The correct answer states that a Manual Credit Check (MCC) can be mentioned to the customer upon initial set up if the new applicant insists they have better credit than what their rates reflect after the initial credit check. There will be no fee for this MCC. Additionally, if a current customer has fulfilled at least 6 months or their lease term (whichever is greater) and believes their credit has improved, a $10 manual credit check fee will be added on the "Charges" screen. This answer explains the specific situations in which a MCC can be mentioned to the customer and clarifies the associated fees.

On the Employee Resources/Rules sub-tab on AZ Connect, you can find the employee referral policy. This policy outlines the guidelines and procedures for employees to refer potential candidates for job openings within the company. It provides information on the eligibility criteria, referral rewards, and the process for submitting referrals. This policy encourages employees to actively participate in the recruitment process and helps in attracting qualified candidates through employee recommendations.

The correct answer is that if someone is calling to make a payment on our customer's account, we are able to take payment without the caller being able to verify all information. However, we should make sure to notate the customer's account of who called in to make the payment. This suggests that while verifying proper information is important, in the case of making a payment, we can assist the caller without having all the information verified.

The correct answer is "It takes 3-5 business days." This means that an accounting request typically takes between three to five business days to be completed. The use of the term "business days" implies that weekends and public holidays are not included in the timeframe. This answer provides the most accurate estimate for the completion time of an accounting request.

The correct answer states that the accounting group receives an accounting request, while managers receive a follow-up request. This indicates that the responsibility for handling accounting requests lies with the accounting group, while managers are responsible for handling follow-up requests.

If a customer does not receive their refund check within 90 days after it is printed, AZUMA will refund another check or credit to their credit card on file. This means that if the customer has not received their refund within the specified time frame, AZUMA will take responsibility and issue another refund check or credit to ensure that the customer receives their money back.

Refund checks are typically processed or printed on Mondays. This is because Mondays are the start of the workweek, and processing refund checks early in the week allows for any necessary follow-up or adjustments to be made before the end of the week. Processing refunds on Mondays also ensures that recipients receive their funds as soon as possible, minimizing any delay or inconvenience.

The customer must notify the company within 10 regular days in order to receive their full refund. This means that they have 10 calendar days, including weekends and holidays, to inform the company about their dissatisfaction with the appliances.

If a customer does not receive their refund check within 60 days after it is printed, AZUMA will re-issue another refund check or credit the amount to their credit card on file.

When opening a call and pulling up a customer's account, it is important to ask for either the first and last name or the customer number. This information is crucial in identifying the correct customer and accessing their account details. Asking for the phone number first may not be sufficient as multiple customers may have the same phone number. Therefore, asking for the first and last name or customer number ensures accurate identification and efficient customer service.

The statement is false because if a customer wants to schedule a pickup for a 10-day grace period, they would only need to look for a date that is 10 days from the current date. Looking for a date 2 weeks out would be unnecessary and would exceed the desired grace period.

After obtaining the serial numbers that are needed to generate the customer's invoices, you should email the Inventory Group and CS Management. This is because the Inventory Group is responsible for managing the inventory, including adding the serial numbers to the lease. CS Management, on the other hand, should be informed so that they can ensure that the customer's invoices are generated correctly and in a timely manner.

The correct answer is 3 regular days. This means that if a customer is not satisfied with our furniture, they must notify us within 3 regular days in order to receive their full refund. It is important for customers to act quickly and inform us within this time frame to ensure they are eligible for a refund.

Refund checks are usually mailed out within 72 hours after they are processed or printed. This means that once the refund has been approved and the necessary paperwork has been completed, the check will be sent out within three days. This timeframe allows for any additional processing or verification that may be required before the refund is issued. It ensures that customers receive their refunds in a timely manner, usually within a week, without having to wait for an extended period of time.

The information that should be included in an accounting request is the amount needed and a small description for why it is needed. This is important because it provides the necessary details for the accounting department to understand the purpose and urgency of the request. Including the amount needed ensures that the appropriate funds can be allocated, while the description provides context and justification for the request.

The statement is false because when a customer is using a passport instead of a social security number, a credit check does not occur.