Enter Title

SCRIPTS

200

I refuse to schedule any appointments until I know that there is availability. I don't want to go all the way to a school just to be added to the waitlist.

Rebuttal

I understand that you would like to know if there is availability before making the tour. I can definitely reach out and see, however, keep in mind the director may not be available at the moment. If I schedule you for the tour that is an hour dedicated to you where they can answer all of your questions. If you like I will reach out now, can I place you on a brief hold? 

400

My name is John Smith. I'm with Channel 12 News. I wanted to come to your school to film a day in the life of a Pre-K classroom. Would it be possible to observe you guys next Tuesday at 10 for about 4 hours or so?

Media Calls

We have a designated company spokesperson. May I please have your name and number so she can call you back?

600

I was supposed to come to your school today, but my kids are really sick right now, and the weather is very bad outside. I will have to cancel my appointment, and check with my wife to see if there's another day when we can possibly come by for a visit.

Tour Not Booked

Is there anything else that I may assist you with today?

Thank you for calling Childcare Network/Sunrise Preschools/My Small Wonders, we are looking forward to hearing back from you to book a tour.

800

You are speaking to Ms. Suzy, a parent wanting to know some general information about Childcare Network SCH175, when suddenly your call drops. You call her back, she doesn't answer. You call again, and she still doesn't answer.

Outbound Voicemail – Callback in Queue

This is [agent name] from the Childcare Network/Sunrise Preschools/My Small Wonders. I’m reaching out in response to your request for information. I’d like to thank you for your interest in our program and would love to answer any questions you may have. You can reach us at [school advertised phone number].

We look forward to learning more about your family!

OR

We look forward to your child starting school with us!

1000

You are receiving an inbound call.

Greeting

It’s a great day at Childcare Network/Sunrise Preschools/My Small Wonders, this is [Agent Name]. Who do I have the pleasure of speaking with today?

BRANDS

200

Accounts for about 24% of our total school locations

Sunrise Preschools

400

CRM System - Where you will go to find family and school information

Line Leader

600

Accounts for about 1% of our total school locations

My Small Wonders

800

The Phone System

Six Agen (aka Nice)

1000

Accounts for about 75% of out total schools.

Also the one where you will probably receive a majority of your calls from.

Childcare Network

NOTATING

200

Where you will go in Line Leader to document important information about your calls

EX: Sissy is allergic to eggs, nuts, and fish

Family Notes

400

Always be sure to add this information into your media call emails to Ashley

Name

Number

Deadline Dates

Outlet Represented

What the Call is Regarding

600

Be sure to add this information in your emails to Ashley when you are assigning a tour to Enrollment Services

Screenshot and Brief Description of the Situation

Hi Ashley,

I was scheduling a tour for ______ at SCH___________, and it wasn’t assigned to a director. I had to assign it to Enrollment Services; here is the information for you.

800

You will need to do this whenever you check for availability, no matter what the outcome is.

Send a availability email to Ashley

1000

You will need to set this as a status when you are completing a follow up, and this will be your result

Status: Engaged

Result: Call Received - Spoke With

ENROLLMENT

200

This tab will show you information about a school's curriculum, meals, enrichment programs, and so on

Offerings

400

You will always see this as a default location when you are looking up school information

Childcare Network SCH175

600

This tab will show you information about a school's directions, transportation, unique selling points, and so on

Details

800

You will find the Enrollment tab underneath this section in Line Leader

Dashboard

(Dropdown Menu)

1000

This tab will show you information about a school's address, directors, hours of operation, phone number, and so on

Info

Miscellaneous

200

You will use this script whether you are on an inbound call or making an outbound call.

Hi, [parent name] in case we get disconnected, is [read number provided through Contact/CRM Pop Out] a good number to reach you at?

400

This is the maximum number of tours that you can have on a calendar for any given day per school, whether you book them or not

FIVE

600

Don't forget to do this with your spam calls

Gather the information and report it in the CDS Teams chat

800

Samantha Tester wants to enroll her children into one of your schools. She states that she is only looking for reduced hours, and wants to know if the tuition is flexible.

We DO NOT offer part time rates for any of our locations.

We proudly offer flexible schedules for our families. Our ________ room is at a weekly rate of $______. At that rate, you are welcome to use whatever days that suit your schedule each week.

1000

NO-NO WORDS

They/Them/Theirs/The

Daycare/Center/Facility

Holiday/Religious/Political Talk