Finances
How often do our members get charged the membership fee?
What is once per year ( annually)
A student unenrolls and then requests to use remaining make-ups. What is our policy on that?
What is make-ups require the student to remain enrolled?
A child turns the required age on April 5th. Can they enroll in a camp requiring age by January 1st?
What is no, age eligibility must be met by January 1st?
It is the end of your shift and a parent sends a text that you won't be able to handle prior to leaving for the night. How should you handle?
What is send a message received text and let them know we will work on their request on the next business day,
In order for automatic billing to occur this needs to be checked off
What is the automatic monthly billing check box
If a member signs up halfway through the month, how much of the monthly tuition will they be charged?
What is a prorated amount - 50%
A family from Parlin asks to schedule a make-up for a class that hasn’t been missed yet. What is the correct response?
What is the class must be missed first before scheduling a make-up?
A family wants to “try Ninja” What talking point or policy can you tell them to help them feel more at ease?
What is the two week money back guarantee.
How often should you be walking the lobby / checking the bathrooms?
What is at least once per hour
How can we look up a child's profile in ICP? Name 2 ways.
A Family with 3 children sign up, all 3 become members. How many of the 3 will receive the sibling discount?
What is 2
A student misses their scheduled makeup class without rescheduling or letting us know. What is the standard procedure.
What is a loss of their makeup token.
A parent insists on going inside the gym during a class that does not require a parent to stay with them. Are they allowed to stay in the gyms?
What is no, parents must remain in the lobby.
What document should you complete at the end of each shift?
What is your end of day report form.
If a parent needs to update their account what 2 ways can they do this?
What is themselves on the parent portal, or reaching out to any CARE staff member
A family enrolls on the 18th and asks why they are still charged again on the 25th. What system behavior explains this?
What is recurring billing for the upcoming month?
A family asks if they will be getting makeup due to the gyms closure for holidays, what response should we provide to them?
What is a makeup token will not be provided due to holidays and closures are factored into tuition.
What is explain the age rule and that they are more than welcome to change to the older class at the start of the summer classes.
A parent wants to cancel their membership for 3 months due to a spring sport. What options can we provide to them instead?
What is different day, time, location, class.
A parent mentions they have never received any emails from us. What is the first step in trying to resolve their issue?
What is verify the email on file
A family with two children enrolled adds a third child. How does this affect membership fees at the Main Gym?
What is third child membership fee is free
A family wants to book a make-up three weeks in advance due to travel. What policy limits this?
What is make-ups may only be scheduled one week out?
Will students membership automatically continue through July and August?
What is no, they will need to sign up for summer schedule and classes.
If you need a day off what is the proper protocol?
What is fill out a time off form and inform Jaqui and Kaitlyn of the request.
In order to schedule a makeup at a different location than where the member usually takes class, this must be selected.
What is the other gym