Policy Refresher: Accounts Handling (Tasks & Notes)

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We'll discuss task creation and when we're required to write notes on an account.

Accounts Handling (Tasks & Notes)

ACCOUNTS HANDLING

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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!

TASK CREATION

Vacate Task

Same Day Vacate

Schedule A Vacate

Vacates

Task Creation

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?

Check Occupancy Sheet for full ID. If none, assist the customer without additional information

Ask for another piece of information (email, phone number)

Check Occupancy Sheet for full ID. If none, ask for another piece of information (email, phone number)

Authentication

The customer's account only shows the last 3 digits of their ID. What do we do?

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?

Yes, because the customer is from Colorado and Colorado residents get a convenience fee waiver

No, because we don't waive the convenience fee for any reason other than AutoPay and the account being Vacated.

No, because his unit is in Oregon

Provide the unit number the customer will be assigned and the Balance Due in the Payment Details section

Let the customer know that the Balance Due and and unit number will be in the email they'll receive.

Provide the Balance Due in the Payment Details section and tell the customer to wait for the email confirmation of the space number.

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?

Branching Scenario

Authenticate and give an Alternative Gate Code

Try the OpenTech feature since Authentication isn't necessary for this

Authenticate and try the OpenTech feature

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?

Inform them that only a full payment can stop the auction and they can go to the property to receive other options

Create the DTM - Auction and Lien Status task for a follow-up from the DM

We provide the DM's phone number and first and last name to see if they can offer another solution

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?

Create a Task (Lock Related – Lock Cut Request)

Create a Task (Lock Related – DTM Lock Replacement)

Schedule an Appointment (Lock Issue)

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*

Note Taking Tips

What Is The Process For Notating An Account?

Quick Notes

Notes

Using our resources

What's the name of the KB article we reference to copy and paste our notes?

Customer chose to pay for unit at property.

Customer wanted to pay for unit. I gave them options and they chose to go to the property.

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.

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?

No

Yes

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?

Any questions?

Best result

Account Handling

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.

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Any questions?

mean result

Account Handling

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.

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any questions?

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.

we have some work to do

Account Handling

Least successful result

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