Typical questions. Here are the assessment questions: Part 1: Customer Conversations Here are some common questions and circumstances we run into. For the 3 customer messages below, please craft an email response. 1. Customer writes: “Thank you for taking the time to send me these quotes. The companies and prices look good but I’ve decided to go with another moving company I found on my own. This has been a great experience and I’ll definitely reach out for my next move!” 2. Customer writes: “Hi! My movers sent me the COI (Certificate of Insurance), but it looks like their insurance coverage is not accepted by my building. I'm verifying if I will be able to use them, but in the case that I can't, would you be able to help me find another mover?” 3. Customer writes: “My arrival window is from 2-4pm and my building has a hard stop at 5pm for the use of the service elevator. It’s 3:30pm and I still have not heard from the movers and I’m getting worried that they’re not going to be able to finish in time! Please help - I have a flight first thing tomorrow morning!” Part 2: Problem Resolution For the scenarios below, please explain how you would approach each issue. Walk us through your thought process as you think about solving the problems and what you would communicate to the customer. Scenario 1: You receive a message from a frustrated customer who is detailing everything that went wrong with her recent move. She lets you know that the wall was damaged in her hallway, her mattress is dirty and ripped, and two legs on her antique desk were broken (she did not purchase moving insurance). We want to make the situation right and ensure that the customer leaves loving Moved. How would you respond in the moment? Scenario 2: You get an influx of messages from several customers at the same time. You’re also dealing with a few urgent/time sensitive issues. How do you prioritize? How do you decide which issue to work on first? What do you say to the other customers in the queue while you focus your attention on resolving the other more urgent matters at hand? How do you stay organized and ensure that nothing slips through the cracks? Scenario 3: You receive a call from the moving company saying that they have arrived at the pick up and there is a lot more inventory than what the customer listed when they originally quoted. They don’t want to proceed with moving the additional items until they have confirmation that they are going to get paid for the extra volume and the customer has already told the foreman that they don’t want to pay anything more. How do you handle this situation?Scenario 4: You receive an email from a customer who is confused about a charge from Moved that recently posted to their bank account. They report that their move took only 2.5 hours, however, they were billed for 4 hours. Who would you reach out to next? How do you proceed?Part 3: Customer Experience Ethos 1. Moved’s core values are known as ABODE Authentic: Be yourself, unapologetically so. Bold: Break the mold and challenge the status quo. Ownership: Be empowered to carry the torch. Decisive: Think deep, act fast, and commit. Egoless: WE > ME Which of these core values sticks out the most to you? Why? 2. Please tell us about the best customer experience you’ve ever had. What made it so memorable for you? 3. Communication continues to play a large role at Moved as we grow. Knowing this, what are ways you have avoided miscommunication in the past? How do you like to share information with your teammates to ensure transparency?