Employee referral policy
City Manager list
Customer Service Manual
February, April, August, November
March, June, September, November
February, May, August, November
February, June, August, November
Remote Resources/Dashboards>> Field Dashboard
Manuals/Guides>> Driver Operations
Go To Work>> Dispatch Schedules
Remote Resources/Dashboards>> Customer Service Dashboard
Premium equipment is guaranteed to be new and out of the box.
Premium equipment is guaranteed to be much more energy efficient with digital features.
Premium equipment is guaranteed to be 2 years or less with digital and high efficiency features.
Premium equipment is guaranteed to be the newest/most upgraded equipment available in that area.
5 business days
10 business days
5 regular days
10 regular days
We should say our greeting once, sit in silence for 1-2 minutes, and then disconnect call.
We need to try to remain on the line for at least a minute. Say our greeting twice: with time between each one (10-15 seconds). BEFORE disconnecting the call, we need to say something along the lines of: “I apologize I am unable to hear you, I will need to disconnect the call at this time. Please call back and we are more than happy to assist you.”
We should disconnect call immediately.
We need to try to remain on the line for at least 3-4 minutes.
We should only promote additional services if our customer calls in asking about them.
From beginning, we need to ask for zip code - we are then able to determine if additional services are offered & if they are, then we promote to our customer, UNLESS they are only interested in appliances then we don’t need to attempt to promote.
From beginning, we ask for zip code, we determine if additional services are offered & if they are offered then we need to promote our additional services REGARDLESS of if our customer has already advised u that they are interested in appliances only or not.
Once we have summarized our general services & rates to our customer, and only if our customer is really beginning the entire application process with us, otherwise there is no need to attempt to promote our additional services just a waste of time.
The “Schedule Log” only
The front “Customer Screen” only
The “Leases” screen only
The “Schedule Log” and front “Customer Screen
2 business days
3 business days
10 regular days
3 regular days
9am- 5pm & 8am- 2pm & 10am- 4pm all at the same time
8am- 2pm & 10am- 4pm at the same time
The phone number first.
The first and last name.
The customer number or phone number.
The first and last name or customer number
Billing address, lease term, last four of ssn, first name
First & last name (if haven’t already), last four digits of ssn, complete leasing address, telephone number/email address
Last four digits of ssn, complete leasing address, billing address, telephone number/email address
Complete leasing address, last four of ssn, lease term, telephone number/email address
No, we must attempt to verify all proper information first before able to discuss any account details.
Yes, we must attempt to verify all proper information on all calls, however, if someone is calling to make a payment on our customer's account; we are able to take payment without caller being able to verify all information. We should make sure we notate customer’s account of WHO called in to make payment, etc.
Yes, we must attempt to verify all proper information on all calls, however, when someone calls in to make a full payment ONLY (not partial payment) on our customer’s account; we are able to take only full payment without caller being able to verify all information. We should make sure we notate customer’s account of WHO called to make payment, etc.
No, we don’t have to have any information verified before discussing account details.
The existing customer’s account only.
The new customer’s account only.
At least one account. (it doesn't matter which one)
Both accounts once the transfer is completed.
Accounting Group & Inventory Group & CS Management
Inventory Group & CS Management
Purchasing Group & Inventory Group & CS Management
Purchasing Group & Accounting Group & CS Management
They need to pay the move fee.
A follow up needs to be submitted since they need to have their employment re-verified.
They need to provide the serial numbers.
A follow up needs to be submitted since they get a free month of service.
Anytime, we should mention to our customer of this option to see if they are able to lower monthly rates.
Upon initial set up if our new applicant insists they have better credit than what their rates reflect after the initial credit check. (no fee) OR If our 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.
Never, we are not allowed to mention a Manual Credit check.
Anytime we are able to mention to our customer of the possibility of lowering their monthly rates, we can run their credit again for them, we will then issue FU request to have the $10.00 charge added, we always charge $10.00 when running a MCC.
Type of action (emailed, chat), WHO we reached out to (A.Rainey, A.Berrio, D.Ewing), WHO approved/declined our request ( A.Rainey approved OB..etc.) and detailed notes summarizing everything.
Only the time and date of when we reached out to obtain the approval.
Nothing specific, just make sure that we make some sort of note on our customer’s account – we need to be a vague as possible.
Everything that occurred during the call. Notes should be at lease 6 sentences per account.
Schedule pickup as customer requests, offer any time frame available, go over pickup summary, notate activity log.
Schedule pickup at two weeks out no matter what. There are no exceptions.
Schedule pickup for whatever is most convenient for our customer as long as they have a good reason. Attempt to obtain forward billing address, notate forwarding address in activity log & in billing address section, notate activity log with summary of call.
Advise & Attempt (2) weeks out, offer key release option first (unless house, etc.), if customer insists on needing sooner, move to our (5) business day rule, and if customer insists needing sooner than that, then we must get approval from our team lead/manager, we notate activity log of WHO approved less than (5) business days, attempt to obtain forward billing address, notate forwarding address in activity log & in billing address section, notate activity log with summary of call.
Yes, AZUMA will deliver/pickup furniture believed to have BED BUGS as long as there are not too many. If there are too many, then that is considered an infestation. We will deliver if there are just a few. The policy can be found on the Remote Resources/Dashboards Wall.
No, AZUMA will not deliver/pickup furniture that is believed to have BED BUGS until a professional pest control technician has treated the apartment and cleared the apartment of bed bugs. The pest control company must certify that bed bugs have been eliminated. The policy can be found on the Remote Resources/Dashboards Wall.
Yes, AZUMA will deliver/pickup furniture believed to have BED BUGS as long as there are none seen on the furniture. The policy can be found under the HR Tab.
No, AZUMA will not deliver/pickup furniture that is believed to have BED BUGS. The customer can keep the furniture. The policy can be found on the Remote Resources/Dashboards Wall.
It can take about 3-4 business days before the customer receives their refund check.
It can take up to 5 business days after pickup before the customer receives their refund check.
It can take up to 30 days after pickup for a customer to receive their refund check.
Within 24 hours.