EPIC Customer Service
This should happen within the first few seconds of a family walking through the front door.
Greet and acknowledge the family.
You notice something missing from a coworker's uniform. It isn't their polo.
Their name tag.
Every visitor should stop here before entering the building.
Raptor.
This system is where member conversations should be recorded.
Daxko.
This log should be completed twice during every shift.
Cash Count Log
A parent leaves the Club knowing their child "had a good day." What could you have added to make that interaction more meaningful?
A specific detail about their child's day.
This personal item should stay out of sight during your shift.
Cell phone.
True or False: Adults still check in through Raptor when youth aren't in the building.
True.
You forgot your password. What's one thing you should never do?
Use someone else's login.
Before renewing a membership, what should you always check?
Account balance.
A family member is upset. Before trying to solve the problem, what should you do first?
Listen and acknowledge their concern.
Besides the scheduled MSA, who should be behind the front desk?
No one.
A child arrives with a friend but no adult. Can they go past the front desk?
No.
You finish helping a family over the phone. What's your final step?
Add a note in Daxko.
Your cash drawer doesn't balance. What's the first person you should notify?
Membership Director.
After helping a prospective family, what important step is easy to forget but should always happen?
Document the interaction.
Name one thing that should never make the lobby look cluttered or outdated.
Papers, flyers, or lost and found.
If someone asks to borrow your building key, your answer should always be...
No.
Why does each MSA have their own login?
Accountability.
Session program fees should be paid...
At registration.
These four letters guide how we interact with every family.
EPIC
These reports should never be left sitting on the front desk waiting for a parent.
Behavior reports or injury reports.
What's the biggest reason we don't share keys?
This protects member information and keeps records accurate.
Using your own login.
If cash was accepted during your shift, what paperwork should be completed before you leave?
Shift Close-Out.