Customer Service/Communication
What is active listening?
Giving your full attention to the customer. understanding their needs and concerns
What is required from a patron who is enrolling their child for the first time for a program in the City?
Birth Certificate and/or passport, Parents ID, utility bill (if resident of the city).
What are the reservation hours for park pavilion rentals?
Saturday and Sundays from 9am - 7pm
You are working the front desk at Camp Little Bear Park and a patron walks in asking if they can have your supervisors phone number to contact you, what should you do.
You would communicate with the patron that you are unable to provide that information, but you can give them your supervisors business card and take down their information to advise your supervisor.
Within how many hours should an incident/accident report be submitted to your corresponding supervisor.
24 hours
When working the front counter how do you answer incoming phone calls at your facility?
Good morning, afternoon or evening, *Facility name* this is *your name* how can I help you?
If a patron has registered their child for Fitness for Kids for multiple sessions what is still required of the patron upon registration?
A valid ID to confirm that they are on the child's family account.
How many tables are allowed for a patron to bring for park pavilion rental?
Only 2 tables are allowed
During your shift, you find a Driver's License on the floor, what do you do?
Look up the name on ActiveNet and find out if that person has an account with the City of Bell to contact them. If they are not registered with the City of Bell you place the ID in a lost and found box at your facility and notify your team should the patron call in.
What are the main three portion of information that is needed from a patron upon creating an incident report?
Full Name of patrons involved, and staff, patron address, and phone number should we need to follow up.
What is the difference between empathy and sympathy in customer service?
Empathy is about actively listening and trying to see the situation from the customer's perspective, while sympathy acknowledges their feelings but doesn't necessarily mean you feel the same.
How many programs/classes can a patron register for?
A patron can register for as many programs/classes as long as they have the correct documentation
If a patron would like to pay for a food vendor for their event that is two weeks away what would need to bring in?
The patron must provide a business card attached to the food permit application that is provided by front counter staff. Payment must be done seven days prior to the event. Any food vendor without a city issues permit will be cited.
A patron has left behind their ID, utility bill and their child's birth certificate when they registered for Youth Baseball. In this scenario what steps would you take to handle this sensitive information if the patron has not answered their phone upon you contacting them?
All documents must be left inside a drawer at the front desk and advise your team via email that the documents were left behind but have been properly stored away.
If an incident started at your facility but a patron contacted Bell Police and the incident ended outside of your facility, does an incident report need to be made?
Yes, as the incident originally occurred inside your facility and contact was made with the individual.
A patron arrives at Debs Park to register for Youth Soccer and ends up paying cash. Before completing the registration process, you go ahead and mark off the bills that she gave and notice that the money is counterfeit. What do you do in this situation?
You communicate with the patron and advise them that we are unable to take the bills as they are counterfeit and provide an alternative option of paying in credit card or check.
What is the difference between registering for a program with a passport and a birth certificate?
Both are accepted as long as they bring in the proper documentation of the child
A patron is at your facility inquiring to reserve the park pavilions and asks if they are allowed to bring their own propane tank and cooking equipment for a cookout, what is the cities policy on this?
Each park has their own bbq grill that can be used for grilling.
A patron emailed you a copy of a birth certificate and decided not to go through with the registration, what should be the next step.
Delete the email and remove it from the deleted folder
What is the difference between an incident report and an accident report?
An accident is a specific type of incident, specifically an unexpected event that results in injury, damage, or loss. An incident is a broader term encompassing any unexpected event, which may or may not result in harm or damage
A patron comes in wanting to register their niece/nephew for a program but is not a registered guardian on the child's active net account. What is the policy for this?
The parents of the child are the only patrons that can add on additional family members to the family account for future registrations. They must provide a valid ID to front counter staff to be added.
What documentation is needed to request a refund for a class that has been cancelled?
No documentation is needed since the class was cancelled by the city.
A patron has reserved the pavilion at Veterans Memorial Park and calls the day before to cancel her reservation due to potential inclement weather. What is the rain out policy for pavilion reservations?
Reservation fees will be refunded if you cancel your event due to rainy weather on the day of the event. Despite the forecast, actual rain must come down the day of the event in order to cancel. (No refund will be granted if there is light sprinkle). You may choose to either receive a full refund or receive credit for a future open date. Please note that if you show up and it rains during your event no refund will be granted
A stepparent shows up to your facility inquiring for their stepchildren's activity history, but they are not a registered guardian on the children's active net profile, what steps would you take to handle this situation?
You would advise the patron that the only registered guardians on the account are able to request the documents with a valid ID to prove they are a legal guardians.
A child falls while running in the playground and hits their head against a slide. You provide an ice pack to the patron and make your way to retrieve an incident and accident form to complete. Upon returning the patron leaves the park and without getting the information that is needed, what do you do in this scenario?
You continue to describe the exact nature of how the incident occurred with the staff response and the follow up action even report as N/A under patron information.