Customer Service Skills
If there is a customer approaches the desk while you are on the phone - what should you do?
Politely inform the caller that you will call them back and attend to the customer in front of you. Depending on the situation you may also let the in-person customer know you may be a moment or could follow up with them on their way out.
How many memberships can a single member have on their account?
One - if there are two or more please email the information to Tiara.
How do you update a form with a member's ID and signature?
1) Go to memberships
2) Click on the type of membership that they have.
3) Click on the members section
4) Type in their last name
5) Click View/Edit and then Form Actions
6) Click on Vie/Edit Forms
7) Edit the response, upload document, or have member sign
8) Click Update Response
Who is responsible for Facility Rentals at the ICC?
Tiara
How do you verify a Fitness ID number in the insurance portal?
Depending on the portal, it is typically the member's first and last name, date of birth and zip code.
We want to ensure that every member feels welcomed and acknowledged when they enter and leave the building.
What should you do if there are duplicate accounts?
Email Tiara so that she can merge the two accounts.
How do you complete an Activity Waiver Form for a member who is registering for a program over the phone?
Go over the information with the customer and write "Phone" in the area where they would sign.
Who is authorized to complete a Camp Eastman rental?
Any staff member who is working at the Front Desk should be able to do a Camp Eastman rental.
What are the steps to sell a membership in RecDesk?
1) Check or set up a member account
2) Scan key tag
3) Add card on to their file
4)Sell correct membership
5) Complete waivers
6) Go back to member profile to set up Access Control (if eligible)
What are 4 support options available to you in RecDesk?
1) Table of Contents/Reference Guide
2) Quick Guide on the counter
3) Emailing Tiara
4) RecDesk resource tab in the software
Can a child (under 18) have their own membership without a parent listed in the same household?
No - a parent must be listed as the head of household on the account with the child.
When a Youth membership is being purchased - which boxes do the parent sign?
The parent signs both boxes.
Can renters reserve any time they want at Camp Eastman?
No rentals have specific time slots depending on the day
9am - 3pm (Mon - Thurs)
4:30pm - 9:45pm (Mon - Fri)
10am - 9:45pm (Sun - Sat)
How can you check to see if a member is on Auto Renew?
1) Go to memberships and select membership type
2) Click View/Edit
3) Under Membership Renewal Options is should display "Auto Renew: Yes" OR next to their name on the membership list will be a Blue A
Can someone pass by the front desk without signing in or scanning their card?
Absolutely not, everyone should either sign in or scan in, you should look up once the door opens to greet the customer.
What is the difference between "Auto Renew" and "Auto Pay"?
Auto Renew renews the membership
Auto Pay issues payment automatically for the membership once renewed.
Auto Renew should always be checked when selling a membership - this renews the membership once it expires. Auto Pay needs to have a card on file to do. Either they or you can put their card on file and email Tiara to make the changes to their memberships.
Do parents need to have their ID added to the youth's membership?
Yes - the parent ID is what is added to the youth membership.
Are all staff members able to provide availability to a customer for ICC rooms, gym and turf?
No - Tiara is the only person who can provide that information. Front desk staff should not provide any availability information for ICC rentals.
What does it mean if there is a red post-it note on a member's account, and what should you do if you see it?
This means there is a note on the account for a staff member to address. Please read the note and take care of any missing pieces. If the note has been addressed/completed - remove the note from the account.
If you add a note to an account please date and initial it.
What steps should you take when you do not know the answer to a customer's question?
1) Listen to carefully understand their concern
2) Let them know you will find the correct information
3) Consult available resources, ask a teammate or supervisor, and follow up with the customer promptly with an accurate answer.
What are the steps for setting up a health insurance membership?
1) Check member's eligibility - even if they have their Fitness ID number.
2) Link the member to ICC on the insurance website
3) Add their Fitness ID to their RecDesk profile
4) Enroll in appropriate insurance membership type
When should you select "I'll complete Forms Later" in RecDesk?
Who is responsible for adding balloons to a Camp Eastman rental?
This is something that can be done by any staff member at the Front Desk.
Should I have an open invoice?
No - all invoices should be paid at the time of registration and not left open. The only exception would be a 3rd party payment.