Transfers
If a transfer is in the same region, what is the first thing you need to look for/request?
FBC - RD signature
(Franchise Business Consultant)
What does CCPA stand for?
California Consumer Privacy Act
Your GR signature
What is the first thing you say when a client answers the phone?
"Hi, this is (your name) from Massage Envy's Corporate office with the Guest Relations team returning your call."
When you receive a spam ticket, what do you need to do to resolve it?
1. Resolve
2. Closure Code: Rejected
3. Notes: Spam
4. Save
If the originating location is a closed location, what is the first step that you would take?
Check the transfer chat for Legal approval
What is the website called that we receive consumer requests?
Truyo
After you address the client, what should be the next follow up sentence when not using a template?
Thank you for taking the time to contact the corporate office of Massage Envy Franchising, LLC (“MEF”).
When a client is sharing their complaint, what piece of information do you need to confirm before you escalate?
The franchised location that the complaint occurred at.
How do you look up a client using a CNID number in Meevo?
1. Clients
2. QCNID#
Other than the members name, originating and transferring location, what other member information do you need to log?
CNID
How many request types do we see in Truyo?
9
What is the correct formatting to label a transfer request ticket?
TRX_Client Name_Originating Location Name/#_Transferring location Name/#
If you are unable to connect with the client via phone, what is your next step to help assist the client?
Contact via email
What is the name of the report to pull a member base?
(Hint: Bernice usually asks for this report)
DB001
When doing a transfer, and you receive an EFT payment error message, what year did it most likely occur?
2019
Name three reasons why we would reject a request
1. Active Membership
2. Upcoming Appointment
3. Active gift card balance over $1.00
4. Red Handed
5. Client points over $5 worth
6. Accrued services/Packages
7. Active or previously employed employee
How do you create a service desk ticket?
1. New Incident/New Request
2. Select Template
3. Edit Subject
4. Edit Description
5. Requester Name
6. Category/Sub-Category
7. Technician
8. Add Request
What is something that you should NEVER say when a client is sharing their complaint and is upset.
"I'm sorry."
Where were the last two cities that Summit was held?
2023/2024
1. 2023 - Denver
2. 2024 - Nashville
What are the steps you need to take to fix the transfer log?
1. Identify the broken cell
2. In the row of the broken cell, identify the last correct cell and drag the corner to the bottom of the sheet.
3. If formatting is incorrect, format paint the last correct cell and drag to the bottom of the sheet.
Name three types of requests that we receive in Truyo
1. RTD
2. RTDis
3. RTW
4. RTC
5. RTK
6. Access Request
7. Data Fetch
8. OOFS
9. Appeals
When working on a closed location ticket, what are the steps that you need to take to close it out?
1. Click edit
2. Select the closed location template
3. Edit the technician to your name
4. Edit the subject
5. Update/Resolve
When on the phone with a client who is explaining a situation that is an IR, what should be your immediate response?
"Thank you so much for bringing this to my attention. So that I may immediately escalate this, may I please gather a few pieces of information from you?"
Where do we go to find tips and tricks for franchised locations?
ME Central