Objective: To ensure that all phone calls are returned promptly and by the appropriate person.

Task List:

  1. Answer the telephone in a friendly tone of voice saying, “Quantum Athletics, This is ____”. As you are answering the phone, ensure that the Front Desk computer is on and your email is ready in case you need to reference the website, your email, or take a message.
  2. One of two situations will usually take place:
    A) The caller will directly ask for [staff member]. If [staff member] is either away from the gym, coaching a private lesson, leading a practice or class or is otherwise unavailable (discretion required), a message will need to be taken. Respond with, “[staff member] is unavailable/not in at the moment. Can I take a message?”.
    B) The caller will ask you questions or report concerns that you are not equipped to handle. You will need to advise the caller that you are not the right person to answer that question and the person who is unavailable at the moment but you will take a message and they will get back to them as soon as possible.
  3. The following information must be collected:
    – Callers first and last name (“Can I get your first and last name please?”)
    – phone number (“Thank you! And whats a good phone number to reach you?”)
    – reason for the call (“And what can I tell them that this is in regards to?”)
  4. Write all information and place in staff cubby ON TOP: Example:Suzie Smith called on Saturday February 3rd, 2019. She is wondering when Janes next private lesson will take place and I couldn’t find the information. Please call her back at 1-234-567-8910.
  5. Say thank you for calling and assure them they will hear from some very soon with a response.