Accounts Handling (Tasks & Notes)
We'll discuss task creation and when we're required to write notes on an account.
start
ACCOUNTS HANDLING
TASK CREATION
When a customer is reporting a million and one problems at the same time, it's easy to feel overwhelmed. So we'll talk about some best practices to follow to stay calm and collected during these types of calls!
next
Task Creation
Vacates
The customer reports they were supposed to move-in yesterday but they didn't need they space so they never moved in. How should we help the customer?
Vacate Task
Schedule A Vacate
Same Day Vacate
Authentication
The customer's account only shows the last 3 digits of their ID. What do we do?
Check Occupancy Sheet for full ID. If none, ask for another piece of information (email, phone number)
Ask for another piece of information (email, phone number)
Check Occupancy Sheet for full ID. If none, assist the customer without additional information
Task Creation
Convenience fee
The customer is calling from Colorado and wants to pay for their space in Oregon. Do we waive the convenience fee?
No, because his unit is in Oregon
No, because we don't waive the convenience fee for any reason other than AutoPay and the account being Vacated.
Yes, because the customer is from Colorado and Colorado residents get a convenience fee waiver
Branching Scenario
Space transfers
The customer is upsizing their unit with you. They asked for the new unit number and the balance they need to pay. What do we do?
Provide the Balance Due in the Payment Details section and tell the customer to wait for the email confirmation of the space number.
Let the customer know that the Balance Due and and unit number will be in the email they'll receive.
Provide the unit number the customer will be assigned and the Balance Due in the Payment Details section
Task Creation
Gate Issues
A customer is unable to enter the property with their gate code. The gate code is correct, we tried to refresh it (didn't work) and the key pad is lighting up. What should we do?
Authenticate and try the OpenTech feature
Try the OpenTech feature since Authentication isn't necessary for this
Authenticate and give an Alternative Gate Code
Task Creation
Auction relief
The customer's auction is tomorrow and they can't pay in time. You let them know they need to pay in full but they insist that they need help. What do we do?
We provide the DM's phone number and first and last name to see if they can offer another solution
Create the DTM - Auction and Lien Status task for a follow-up from the DM
Inform them that only a full payment can stop the auction and they can go to the property to receive other options
Task Creation
Lock Related
The customer's unit was already advertised for auction but they managed to pay in time. What task should we complete to get the key overlock removed? CDD prop*
Schedule an Appointment (Lock Issue)
Create a Task (Lock Related – DTM Lock Replacement)
Create a Task (Lock Related – Lock Cut Request)
Notes
Using our resources
What's the name of the KB article we reference to copy and paste our notes?
Quick Notes
What Is The Process For Notating An Account?
Note Taking Tips
Notes
concise notes
The customer called to complete a payment for their unit in auction, to be sold tomorrow, but didn't want to pay the convenience fee. Which notes are the best for this case?
Within 24 hours, informed customer we are able to take the payment in full plus convenience fee. Customer declined and advised they will need to go to any property to pay in full.
Customer wanted to pay for unit. I gave them options and they chose to go to the property.
Customer chose to pay for unit at property.
Notes
Necessity
The customer wanted to check their balance, then requested a rent decrease which was denied and stated she would sue us and hung up. Should we write notes on the account in this case?
Yes
No
Account Handling
Best result
Awesome job!
Now, we'll discuss areas of opportunity (if there were any). Always check KB, the Teams chat with all Customer Service mentors and supervisors. Last resource should be to get up and ask for assistance.
Any questions?
Restart
Account Handling
mean result
We need to refine our skills a bit
Now, let's discuss our areas of opportunity. You guys have the right idea but we need to check KB and ask questions in the Teams chat with all the mentors and supervisors. Never assume you know what you're doing. Let's work towards relying on our resources and trying our best to stick to policies.
Any questions?
Restart
Account Handling
Least successful result
we have some work to do
We need to really focus on using our resources and putting effort into following the process correctly. If we're not sure about what we should do, check KB or ask in the Teams chat. Even if you didn't know what to do, whatever the chat told you is the best option.
any questions?
Restart
Policy Refresher: Accounts Handling (Tasks & Notes)
Zaira Herrera
Created on November 26, 2024
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Transcript
Accounts Handling (Tasks & Notes)
We'll discuss task creation and when we're required to write notes on an account.
start
ACCOUNTS HANDLING
TASK CREATION
When a customer is reporting a million and one problems at the same time, it's easy to feel overwhelmed. So we'll talk about some best practices to follow to stay calm and collected during these types of calls!
next
Task Creation
Vacates
The customer reports they were supposed to move-in yesterday but they didn't need they space so they never moved in. How should we help the customer?
Vacate Task
Schedule A Vacate
Same Day Vacate
Authentication
The customer's account only shows the last 3 digits of their ID. What do we do?
Check Occupancy Sheet for full ID. If none, ask for another piece of information (email, phone number)
Ask for another piece of information (email, phone number)
Check Occupancy Sheet for full ID. If none, assist the customer without additional information
Task Creation
Convenience fee
The customer is calling from Colorado and wants to pay for their space in Oregon. Do we waive the convenience fee?
No, because his unit is in Oregon
No, because we don't waive the convenience fee for any reason other than AutoPay and the account being Vacated.
Yes, because the customer is from Colorado and Colorado residents get a convenience fee waiver
Branching Scenario
Space transfers
The customer is upsizing their unit with you. They asked for the new unit number and the balance they need to pay. What do we do?
Provide the Balance Due in the Payment Details section and tell the customer to wait for the email confirmation of the space number.
Let the customer know that the Balance Due and and unit number will be in the email they'll receive.
Provide the unit number the customer will be assigned and the Balance Due in the Payment Details section
Task Creation
Gate Issues
A customer is unable to enter the property with their gate code. The gate code is correct, we tried to refresh it (didn't work) and the key pad is lighting up. What should we do?
Authenticate and try the OpenTech feature
Try the OpenTech feature since Authentication isn't necessary for this
Authenticate and give an Alternative Gate Code
Task Creation
Auction relief
The customer's auction is tomorrow and they can't pay in time. You let them know they need to pay in full but they insist that they need help. What do we do?
We provide the DM's phone number and first and last name to see if they can offer another solution
Create the DTM - Auction and Lien Status task for a follow-up from the DM
Inform them that only a full payment can stop the auction and they can go to the property to receive other options
Task Creation
Lock Related
The customer's unit was already advertised for auction but they managed to pay in time. What task should we complete to get the key overlock removed? CDD prop*
Schedule an Appointment (Lock Issue)
Create a Task (Lock Related – DTM Lock Replacement)
Create a Task (Lock Related – Lock Cut Request)
Notes
Using our resources
What's the name of the KB article we reference to copy and paste our notes?
Quick Notes
What Is The Process For Notating An Account?
Note Taking Tips
Notes
concise notes
The customer called to complete a payment for their unit in auction, to be sold tomorrow, but didn't want to pay the convenience fee. Which notes are the best for this case?
Within 24 hours, informed customer we are able to take the payment in full plus convenience fee. Customer declined and advised they will need to go to any property to pay in full.
Customer wanted to pay for unit. I gave them options and they chose to go to the property.
Customer chose to pay for unit at property.
Notes
Necessity
The customer wanted to check their balance, then requested a rent decrease which was denied and stated she would sue us and hung up. Should we write notes on the account in this case?
Yes
No
Account Handling
Best result
Awesome job!
Now, we'll discuss areas of opportunity (if there were any). Always check KB, the Teams chat with all Customer Service mentors and supervisors. Last resource should be to get up and ask for assistance.
Any questions?
Restart
Account Handling
mean result
We need to refine our skills a bit
Now, let's discuss our areas of opportunity. You guys have the right idea but we need to check KB and ask questions in the Teams chat with all the mentors and supervisors. Never assume you know what you're doing. Let's work towards relying on our resources and trying our best to stick to policies.
Any questions?
Restart
Account Handling
Least successful result
we have some work to do
We need to really focus on using our resources and putting effort into following the process correctly. If we're not sure about what we should do, check KB or ask in the Teams chat. Even if you didn't know what to do, whatever the chat told you is the best option.
any questions?
Restart