[EXAMPLE] Phone Scripts¶
Example content
This document is a placeholder written as a realistic example. It will be replaced with the actual SOP once written. Do not follow these instructions in practice.
These scripts help front desk staff handle common phone inquiries professionally and consistently. Customize responses based on the specific situation while maintaining our brand voice.
Purpose¶
Consistent phone communication builds trust, provides accurate information, and creates positive impressions for potential and current families. John (front desk) should sound knowledgeable, friendly, and helpful on every call.
General Phone Etiquette¶
Standard Greeting¶
"Thank you for calling Second Summit Stafford! This is John. How can I help you today?"
Key Principles¶
- Answer within 3 rings when possible
- Speak clearly and at moderate pace
- Always get caller's name and use it during conversation
- Take detailed messages if transferring to Sarah (GM)
- End with next steps and thank them for calling
Common Inquiry Scripts¶
| Scenario | Opening Response | Key Points to Cover | When to Transfer |
|---|---|---|---|
| Pricing Questions | "I'd be happy to help you learn about our programs! What age group are you interested in?" | Class packages, trial options, family discounts | Complex billing questions → Sarah (GM) |
| Birthday Party Inquiry | "We love hosting birthday parties! Let me tell you about our packages." | Available dates, package options, pricing, deposit | Booking confirmation → Sarah (GM) |
| Class Cancellation | "I can help you with that. Can I get your child's name and today's class time?" | 2-hour notice policy, makeup options, credit policy | Policy exceptions → Sarah (GM) |
| Skill Level Questions | "That's a great question about readiness! Can you tell me about [child's name]'s current experience?" | Skills assessment, trial class option, coach evaluation | Specific coaching concerns → Sarah (GM) |
| Schedule Changes | "Let me check our current availability. What days work best for your family?" | Current openings, waitlist options, schedule flexibility | Permanent schedule changes → Sarah (GM) |
| Complaint or Concern | "I understand your concern and want to make sure we address this properly." | Listen actively, document details, acknowledge feelings | All complaints → Sarah (GM) immediately |
Detailed Script Examples¶
New Family Inquiry¶
Caller: "Hi, I'm interested in classes for my 6-year-old."
Response: "That's wonderful! I'm excited to tell you about our programs for 6-year-olds. We have several options that might be perfect for [child's name]. Have they done any gymnastics or ninja training before?"
Follow-up Topics: - Beginner vs. intermediate placement - Trial class availability ($25, credited toward package) - Current class schedule and availability - What to expect in first class - Pricing options and family packages
Close: "Would you like to schedule a trial class so [child's name] can try it out? I have openings this Thursday at 4:30 PM or Saturday at 10:00 AM."
Birthday Party Booking¶
Caller: "I want to book a birthday party for my daughter."
Response: "How exciting! We absolutely love birthday parties here. Can I get a few details to help find the perfect package for [daughter's name]?"
Information to Gather: - Child's age and birth date - Preferred party date (give 2-3 options) - Number of guests expected - Any special needs or requests
Package Options to Explain: - Basic Party (1.5 hours, up to 12 kids): $275 - Premium Party (2 hours, up to 16 kids): $350 - Deluxe Party (2.5 hours, up to 20 kids): $425
Close: "Based on what you've told me, I think the [recommended package] would be perfect. Let me transfer you to Sarah, our General Manager, who handles all our party bookings and can secure your date."
Class Level Assessment¶
Caller: "How do I know if my child is ready to move up to Level 2?"
Response: "That's such a thoughtful question! We want to make sure every child feels confident and challenged at the right level. Tell me about [child's name] - how long have they been in Level 1?"
Key Assessment Factors: - Current skill mastery (specific skills to ask about) - Confidence level and willingness to try new things - Following directions and safety awareness - Physical development and coordination
Recommendation Process: "Based on what you're telling me, it sounds like [child's name] might be ready for an assessment. Our coaches can do a quick evaluation during class to see how they handle Level 2 skills. Would you like me to make a note for their next class?"
Difficult Situations¶
Unhappy Parent¶
Approach: Listen first, empathize, document, transfer to Sarah (GM)
Sample Response: "I can absolutely understand why that would be frustrating. Let me make sure I have all the details so Sarah, our General Manager, can address this properly with you. Can you walk me through what happened?"
Never Promise: Refunds, policy changes, or disciplinary action Always Do: Document everything, get contact information, ensure Sarah (GM) follows up
Emergency/Injury During Class¶
Immediate Response: "Let me connect you with our coaching staff immediately. Please hold on."
Do Not: Give medical advice or discuss liability Do: Transfer immediately to coaches/Sarah (GM), document the call
Payment/Billing Issues¶
Standard Response: "I want to make sure we get your billing sorted out correctly. Let me pull up your account and then connect you with Sarah, who handles all billing questions."
Information to Gather: - Account name and child's name - Specific billing question or issue - Preferred resolution if clear-cut
Technology & System Issues¶
When Systems Are Down¶
"I apologize, but our computer system is currently updating. Can I take your information and have someone call you back within the hour? Or if you prefer, you can also reach us through our website at secondsummit.ninja."
When Coach Is Unavailable¶
"Coach [Name] is currently teaching a class. I can take a detailed message and have them call you back, or you can reach them directly at [email]. Would either of those work for you?"
Closing and Follow-up¶
Scheduling Calls¶
Always Confirm: - Date, time, and location - What to bring (water, comfortable clothes) - Arrival time (15 minutes early for first visit) - Contact information for confirmations
Information Calls¶
End With: - "Is there anything else I can help you with today?" - "Do you have any other questions about our programs?" - "Feel free to call back if anything else comes up!"
Transfer Protocol¶
Before Transferring: - Get caller's name and number - Explain reason for transfer - Give timeframe for callback if person unavailable - "Sarah is our expert on [topic], so she'll be able to give you the most complete information."
Message Taking
Always get: caller's name, child's name (if applicable), phone number, best time to call back, and specific question or concern. Repeat information back to confirm accuracy.
Pro Tips
- Keep class schedules and pricing sheets handy
- Use the caller's name at least twice during conversation
- Smile while talking - it comes through in your voice
- If you don't know something, say so and find the answer rather than guessing