Whether you’re moving locally or long-distance with American Van Lines, depend on your dedicated customer service agent to keep you constantly informed of the progress of your move until you reach the finish line. It’s our duty to introduce ourselves, provide initial pick-up and delivery estimates, and keep you updated as your moving windows tighten. We need you to feel comfortable that your move is proceeding as planned.
Once your move is agreed to, your sales agent hands your relocation off to your customer service agent. You can still call your salesperson with any questions, but your customer service agent marshalls your move to a conclusion. You’ll get regularly scheduled phone calls from your customer service agent to update you. The four types of phone calls you can expect to receive from customer services once you sign on with American Van Lines include connecting with you for:
- Introductions – to establish your initial estimate and general schedule
- Scheduling – once your revised estimate is done, you’ll get a pick-up time call
- Pick-Up and Delivery – you’ll get four check-in calls about pick-up and delivery
- Follow Up – after your successful delivery, we’ll call to see how things went.
Introductory Calls: We Establish a Relationship and Set Your Expectations
Within a few days of choosing American Van Lines, you’ll receive a call from your dedicated customer service agent who’ll track your move to completion. The goal is to confirm the details of your move, including the dates of your move, the pick-up and delivery arrangements, and the payment method you’ve chosen. You’ll also receive the Prohibited Items List to examine before you begin packing. At this early stage of your move, we try to align your expectations with our ability to perform.
You’ll learn about pick-up and delivery windows, which are initial time frames for your move that cover multiple days on both ends. As your move gets closer, your agent will call to tighten your pickup move window until you eventually receive your pickup date and time. The process repeats for your delivery date and time, with the delivery window tightening as your mover approaches your new residence with your goods. This initial discussion with your agent will:
- Confirm your terms
- Establish your windows
- Discuss your strategy
- Set your expectations.
Scheduling Calls: We Keep You Updated with the Latest Information
If your list of items changes, your entire move must be repriced. It’s called a revision, where we revise our initial estimate to include items you’d like to add to your move. Revisions are frequent occurrences that prevent your mover from leaving possessions that weren’t on your initial list for another time. Among the crucial duties your agent performs is reconciling your list of items with the list your mover has agreed to relocate. For a smooth move to occur, those have to match.
Once we’ve settled your item list to the best of our abilities, we’ll introduce you to your driver and provide you with an initial time frame. Your exact delivery date and time will become known as the delivery route proceeds. We’ll call you a few days before your scheduled pick-up even if we don’t know the exact time yet. Once we provide you with a time, we’ll update you if there are delays. Your scheduling calls are designed to:
- Touch base and discuss your pick-up schedule
- Provide you with driver information
- Describe the next steps in your move
- Verify your presence at pick-up.
Pick-up and Delivery Calls: We Call You Multiple Times on Moving Day
Your agent is active just before your pick-up date as your window tightens and conversations become more frequent. We call before pick up to make sure you’re prepared, then we call you after your goods have been loaded to see if everything is all right. Your driver won’t depart until you’ve signed your Bill of Lading that describes the goods that have been loaded aboard the moving vehicle.
We want to know that you’re happy with the pick-up before your driver exits the area. It’s the same setup for your delivery. We need to make sure you’ll be present at both locations because the shipper is the only person who can sign the documents. When your goods leave your old home, we’ll give you an estimated arrival date. As that date gets closer and your driver can provide a useful time estimate, we’ll give you a ring. When you choose American Van Lines, expect customer service calls:
- Before pick-up – make sure you’re ready for the movers
- After pick-up – to check on your level of satisfaction so far
- Before delivery – to alert you that your goods are on the way
- After delivery – to ascertain that you experienced a successful move.
Follow-Up Calls: We Contact You Soon After Delivery for an Update
Your agent remains in touch until the driver can provide you with a delivery date and time. While your goods are in transit, you can contact either your customer service agent or your driver for updates. As soon as your driver has a reliable time for your delivery, he’ll contact both you and your customer service agent with an update.
We’ll likely speak with you as your delivery occurs because we prefer to remain proactive. You’ll definitely receive a call right after your delivery is complete to assess your experience and see if you need more help. As your move concludes, your dedicated customer service agent remains with you to:
- Confirm that all services were rendered
- Discuss your satisfaction level
- Make sure you’ve signed your documents.
Trust American Van Lines to Keep You Informed Every Step of the Way
Your dedicated customer service agent, in tandem with your experienced driver and his crew, is responsible for the success of your move. Efficient relocations require constant communication between the three parties so that you reside on the same page with your driver. The customer service agent ensures that the customer remains satisfied while making sure that the driver arrives on time and gets paid.
We call you to let you know when we’re coming, or when the schedule has changed, You can call us anytime during work hours for an update. Although we enhance our customer service efforts with emails and texts, regular phone communications are the key to a successful move. Your customer service agent also reviews your documents for the required signatures. The documents you’ll be asked to sign or initial include your:
- Initial estimate
- List of items to be moved
- Bill of lading
- Credit card payment.
