CUSTOMER TEXTS

Protocol

  • Always respond as “We”, not “I”. We want to appear as a united front. As a team.

  • Always communicate via text as a team. DO NOT sign a text with your name. All of the admin staff will be working on texts throughout multiple shifts. It is important that our students know we work cohesively as a team. We do not want student requesting to speak with a particular individual.

  • Use the COMM list on M.c (Monday.com) to find common communication topics such as “signups” or “cancellation” and tailor the text to the client’s name.

  • Never end a text with a period. Always end the text with one smiley face emoji OR a thumbs up emoji - not any other emoji. Why? Because we want to appear friendly, yet professional. Can you tell the difference following 2 responses convey?

    • “Got it.”

      - versus -

    • “Got it 👍”

  • Use complete sentences and make sure the text does not appear rushed.

  • Do not mark off any text as “read”. Management will review all texts and check it off as “read” after review.

  • All texts needed to be acknowledged within 15 minutes. Even if there is not a resolution - please text:

    • “Thank you so much for your text! We will work on this and get back to you shortly 👍” or

    • “We’d love to take care of this for you. We appreciate your patience in this matter. Can we give you a call at 3? If you aren’t available then, please let us know when is a better time 🤙” if they want a call. Then be sure to set an alert reminder.

    • “Thank you so much for bringing this to our attention. We’ll look into this right away and get back to you shortly 👍”



      Then be sure to log the issue out on the CARE Board and have the issue resolved within the hour.

  • Be clear and concise. Text should not be overly wordy.

  • NEVER REACT. DO NOT REACT. If a customer is being rude - immediately alert management. If you are unsure of how to respond, do not do anything but forward the text to management.

Acknowledge The Nature Of The Text

  • Always pay attention to the context of the text. If a parent says that a student’s dog died or that a grandparent passed away - it would be inappropriate to include smiley or thumbs up emojis. Please respond with all 3 parts:

    • ACKNOWLEDGEMENT - “We are so sorry for your loss.”

    • EMPATHIZE - “It must so hard for Billy and your family.”

    • OFFER HELP - “Please let us know if there is anything we do to help 🙏”

    Another example would be - “We are so sorry to hear the news. Our deepest sympathies to your and your family. Please tell Billy we are here from him. We will definitely go a head and cancel this week’s lessons. Let us know if he needs more time before coming back to lesson ok? We are here for your family if you need us 👍”

  • If a student’s parent texts in that their child is sick and can’t make it to lessons - always text back “Oh no! We hope Billy feels better soon. We do have a zoom option if he is home as has nothing to do. It might cheer him up to see his teacher 😊 “

Same Day Resolution

  • All texts must be resolved before the end of business day.