Phone Etiquette
Thanks for calling the (insert town) Y, this is (your name), how may I help you today?
What is the first step when putting someone on hold?
Changing their process date.
When a member is interested in joining the Y, what should you do first?
Listen first! If they just need pricing, let them know pricing! If they have never been here before and are "inquiring about membership" lead with a tour!
Finish this phrase: "The customer is always..."
When was the Y founded?
June 6, 1844 by George Williams.
What is the correct way to put a caller on hold?
Ask if it's okay to put them on a hold first.
When you see a balance on an account when a member checks in what should you do?
Speak with them as privately as possible to see if they can resolve the payment with you. (Don't forget to check for any notes (example: they may be on a payment plan).
After onboarding someone in Daxko, what else should you offer to do for them?
Sign up for text alerts!
When speaking with members and especially greeting members, how can you build rapport with them?
Use their name!
What are the Y's four core values?
Respect, Honesty, Responsibility, and Caring.
When talking on the phone, what should you have near by?
Information to reference, YMCA website, Daxko profile, and note taking tools.
When upgrading or downgrading a membership, what do you need from the member?
A new monthly authorization agreement with the correct membership dues.
What membership policy do we have that beats other "low cost gyms"?
No contract!
How can you de-escalate situations with an upset or angry member?
Make sure they feel listened to, heard, and most importantly, understood!
What is the Y's official vision?
A commitment to a better future - for all.
When you are unable to provide a caller with the information they are inquiring about what should you do?
Transfer them to someone who can help, give them the email/voicemail of someone who can help, take their information and provide them with a call back.
What do you need before cancelling a membership in person?
A signature of our cancellation agreement.
For a family interested in programs (specifically swim), how can you sell them on a family membership over a program membership?
Early access to registration!
If a member requests to speak with a director what should you do?
Ask for their name, if they have an appointment, and the reason for their visit. After you have all the information you can relay that to the director to see if they can come meet with the member.
What are the Y's three areas of impact?
Youth Development, Healthy Living, and Social Responsibility.
When a caller is upset or angry, what should you kill them with?
Kindness!!
Where can you find someone childcare tax information?
Childcare profile under the child's membership.
After onboarding a new member, how can you help make sure they remain a member?
Make connections! When new members don't interact with staff they are more likely to leave! DYK a new member who has 3 "great" interactions with a staff member is 50% more likely to continue their membership!?
The in person member! We can always check the voicemail on the phone later!
Why do we prefer to use the name "The Y" rather than YMCA.