This course provides a clear understanding of Firehouse Movers’ Cancellation Policy and Procedure. It covers when and how to explain the $150 cancellation/reschedule fee, the importance of communicating this before collecting payment, and how to properly document cancellations in the system. You’ll learn the difference between a full cancellation and an “unbook,” when to escalate to a lead or manager, and how to respond professionally to customer objections. The course emphasizes maintaining accuracy, protecting company policy, and ensuring a positive customer experience through clear, respectful communication.