Objective: To provide polite and informative email phone responses to our customers.

  1. Always have a smile on your face, in your voice or a hypothetical smile in your email/messaging/etc.
  2. Always end your conversation with the following: “If you have any further questions, please do not hesitate to reach out! Email, phone, whatever is easiest for you!” – this let’s our customers know that even though we are closing the conversation, they can always reply with any other questions!
  3. NEVER say “AS PER _______”. This is pushy and rude. We never want our customers to feel like we are talking down to them. Instead of saying “as per ___” respond with the answer to their question and then “For more information you can check out this link (email/attachment/etc.)”

Example Conversation #1:

Customer: I would like to know more about the All Star program you have coming to Quantum. My daughter is 8 and her birthday is April 8. What are the hours of training and cost? She has been in three years of gymnastics. Will you have tryouts? When?

Employee: “Hi Raelean!

Thank you for reaching out! We are very excited to have your daughter join our program! We are just in the phase of getting our name out there.. We will have an All Star information package available in the next few weeks! You are on our mailing list for future updates 🙂 This information package will include fees, schedule and much more!

If you have any questions in the meantime, please do not hesitate to reach out! We are here to help!”

Example Conversation #2:

Customer: Hi! I am interested in tumbling classes for my 8 year old daughter.  What do you have available for her?

Employee: Hello (name),

We definitely have some class options for her.  (insert available times) We have an awesome new member special that will get your first 28 days for only $29!

Email Etiquette

Objective: To provide polite and informative emails and email responses to our customers.

Background Information:

  • Active Campaign is used for all marketing (events, try-outs, camps, etc.)
  • Jackrabbit is used for member communication (meet times, competition dates, etc.)
  • ALL emails must be replied to within 12 hours regardless if you are scheduled to work that day or not
  1. Always begin your emails with Hey Suzie,/Hi Suzie,/Hello Suzie,/etc. – then, in a new paragraph start by saying “Thank you for reaching out!”/“Thank you for your inquiry!”/“Great question!”/etc. – never jump right in to their inquiry.

GOOD EXAMPLE:

Hey Cassandra!

Great question! You will pay for your first 4 weeks of classes when you complete your daughter’s registration through the new member link.  We will then get in contact with you to ensure she is in the class that is the best fit for her!

BAD EXAMPLE:

“The classes will be charged at the time you register, unless you request a different payment plan! The cost for the tryout prep clinics is $29

Always end your emails with the following: “If you have any further questions, please do not hesitate to contact us!” OR “Please let us know if you have any questions, or if we can be helpful in any way!” – this let’s our customers know that even though we are closing the conversation, they can always reply with other questions!

  1. NEVER say “AS PER _______”. This is pushy and rude. We never want our customers to feel like we are talking down to them. Instead of saying “as per ___” respond with the answer to their question and then “For more information you can check out this link (email/attachment/etc.)”
  2. DO NOT delete ANY emails. Always keep all emails in your inbox. To clear your inbox, folders must be created. The most important folders to create are:
  • “Customer Emails Complete” (this is where all informational emails from Quantum families go, this way it is easy to find them to reference)
  • “EOD Reports” (this is where you can file your EOD reports if you receive a response from management)
  • additional folders as deemed necessary by each individual employee

Phone Etiquette

Objective: To provide an excellent customer experience to current and prospective clients/customers. The most important thing to take away from this system is to ALWAYS ask, “Is this a good time” before continuing with the purpose of your call. By doing so, it shows our customers that we care about them and value them as people and not just as a number.

There are generally two types of phone calls: When the phone rings and we answer it, and when we are either returning a call/message or are doing a “cold call”. A Cold Call is when you are calling a prospective customer/client without them expecting your call. During a Cold Call, you are generally trying to sell or up-sell a product or service.

Etiquette:

  1. small talk should be avoided unless facilitated by the other party – most people are busy and don’t necessarily have time to ‘chit chat’ and would prefer to get right to the point, however, if the customer/client/prospect is prompting the small talk we must participate as to not be rude
  2. when making a call (whether it be a cold call or returning an email/phone message) the following script MUST be followed: “Hi there! This is NAME calling from Quantum Athletics. Is NAME available?”
  3. there will be one of three responses: “Yes, that’s me”/“Speaking”/etc. OR… “Yes, let me get them for you”/“Yup, just a second” OR… “No. They aren’t available right now.”
    • If they respond: “Yes, that’s me”/“Speaking”/etc. the first thing you MUST say is: “Is this a good time?” – they will usually say yes but if they don’t ask them: “No worries! When would be a better time to give you a call back?” and then mark this callback in Wunderlist
    • If they respond: “Yes, let me get them for you”/“Yup, just a second” wait for the person you are trying to reach to answer the phone and then repeat your script: “Hi NAME! This is NAME calling from Quantum Athletics. Is this a good time?”
    • If they respond: “No. They aren’t available right now.” – respond with: “No worries! When would be a better time to call back?” and then mark this callback in Wunderlist