Advise the customer to wait while you complete check-in process
Take the card from the customer and destroy it
Tell the customer they are not in the system and there’s nothing you can do
Advise the customer to show him/herself to the business lounge/café
Show customer to the business lounge/café while you research the issue
Move-in Questionnaire Review
"After the First Bill" Meeting
Online Move-in Survey
Escort him/her to the Welcome Suite and offer them a freshly prepared beverage
Ensure the Purchasing Group "fan" is available to the prospect
Get the prospect to sit down, experience the space, and talk about the benefits for him/her
Always use the Price Guide
Daily Planogram Checklist
Meeting & Day Office Guide
Customer Meeting Details Sheet
48 Hour MIQ Meeting Room Call
Meeting Preparation Sheet
Deal with the complaint as soon as possible
Take ownership of the complaint
Ask the customer to provide a copy of the letter
Tell the customer you did not receive the letter and accuse him/her of lying
Try to avoid the customer in the future
Opening all Show Offices and ensuring lights are on
Welcome Suite prepared with updated and plentiful sales materials
Center availability is ready and accurate
All common areas are set to Planogram
Ensure all meetings are checked out
Credits over $500
Credits for recurring services
Credits for Exit Fees (Business Continuity/Office Restoration)
Credits for monthly Office/VO fee
All of the above
Skydrive login information
Center floor plan
Needs Analysis Guide
Office Expiration Report
Office Occupancy Report
At least 3 months prior to agreement end date
At least 30 days prior to agreement end date
Regus doesn't require written notice
None of the above
Immediately set up a meeting with the customer to see why they want to end their agreement. You don't have the authority to amend the agreement, but you can have a call with the AD after meeting with customer to discuss if there are any options for them.
Ask your client to give written notice and offer a 90-day term from end of current agreement at the 3-month market rate.
Inform all relevant parties
Cancel all phone/fax diverts and extensions
Cancel the customer's codes from the photocopier and postage machine
Sign for any special deliveries the customer has not yet received
None of the above
None of the above
Invoice received at center; Enter invoice into ePro; Review & have GM review and approve; Code invoice with PO number; Scan and email invoice to Americas AP; Receive the invoice in ePro; Check ePro at the end of the month to ensure all vendors were paid
Invoice received at center; Review & have GM review and approve; Enter invoice into ePro; Code invoice with PO number; Scan and email invoice to Americas AP; Receive the invoice in ePro; Check ePro at the end of the month to ensure all vendors were paid
Invoice received at center; Review & have GM review and approve; Enter invoice into ePro; Scan and email invoice to Americas AP; Code invoice with PO number; Receive the invoice in ePro; Check ePro at the end of the month to ensure all vendors were paid
Invoice received at center; Review & have GM review and approve; Enter invoice into ePro; Scan and email invoice to Americas AP; Receive the invoice in ePro; Code invoice with PO number; Check ePro at the end of the month to ensure all vendors were paid
Thank the customer for bringing the problem to your attention and reassure him/her that you will look into it right away.
Raise an IT ticket through POS under "Internet Down" - "Single Customer"
Tell the client that your internet connection is fine so it must be a problem with his/her computer.
Check in the Comms room to ensure the client is connected properly
Log into his/her MyRegus account.
The center IT switch assignment spreadsheet.
The Network Access button in POS
Two copies of the 1583 Form with original signatures
Two accepted forms of identification that matches the contact on the 1583
If a client only receives mail at the center once per week.
If the client already filed a change of address with the Post Office, and never used telephone service.
If a client never receives mail, phone calls, or visitors at the center.
We never credit the Business Continuity fee.
To explain the exit fees (Business Continuity, Office Restoration).
To upsell other services to the client.
To collect keys and access cards.
All of the above.
Customer Account Summary (PS Finance/Oracle)
Invoice Management in Core Titan
Daily Activity Report
Recurring Charges Report
Through the OTR process or having the center team place an IT ticket in POS
Through their MyRegus account or having the center team place an IT ticket in POS
Through the OTR process or their MyRegus account
Tell them to hold it.
Point in the right direction.
Physically escort them whenever possible.
Tell them that the restroom is only available to full time office clients.