Client Communication.docx

Mediums of Communication @ CCSC App (Preferred medium)\ Mobile\ Email\ Social Media +-----------------------+-----------------------+-----------------------+ | **Medium** | **Intended Use** | **How / When\ | | | | **...

Mediums of Communication @ CCSC App (Preferred medium)\ Mobile\ Email\ Social Media +-----------------------+-----------------------+-----------------------+ | **Medium** | **Intended Use** | **How / When\ | | | | ** | +=======================+=======================+=======================+ | App Messaging\ | This is our preferred | The app messaging is | | \ | communication method | checked prior to 6am, | | **\*\*\*ASSURE PUSH | and is intended for | at 11am and 3pm.\ | | NOTIFICATIONS IS | communicating with | \ | | SWITCHED ON!\*\*\*\ | your coach about | Head to the top | | ** | your:\ | left-hand side of the | | | Training\ | mobile app and click | | | Illness\ | on the 3 lines.\ | | | Availability\ | \ | | | Concerns\ | Click the message | | | Training/Nutrition | icon and message the | | | Q's\ | business.\ | | | Booking times\ | \ | | | Coach communication | Your messages are | | | | sent to all of the | | | | coaches profiles and | | | | you will be notified | | | | WHO replies. | +-----------------------+-----------------------+-----------------------+ | Mobile:\ | This is our immediate | Mobile: | | **0492 850 074**\ | messaging source. | | | \ | Messages to this | **0492 850 074**\ | | Monday to Friday\ | number pop up on all | \ | | 6am-7pm\ | IPADS and work | 6am-7pm | | \ | phones.\ | | | Saturday\ | \ | Monday to Friday | | 6am-12 | Phone call\ | | | | \ | Saturday 6am-12\ | | | Immediate | \ | | | notification about | Outside of business | | | session times. | hours:\ | | | | **0410 289 514** | +-----------------------+-----------------------+-----------------------+ | Email:\ | Sharing documents | Gym's email is | | **Centralcoastsandc\ | about training. | checked within | | \@gmail.com** | (Physio docs, 3^rd^ | business hours and | | | party communication, | aims to have all | | Monday to Friday | inquiries)\ | emails replied to | | | \ | withing 48 hours. | | 6am-7pm | Communication | | | | directly to the | | | Saturday | management team\ | | | | \ | | | 6am-12 | Communication wished | | | | to be kept | | | | confidential\ | | | | \ | | | | Feedback or | | | | Complaints\ | | | | \ | | | | If you wish to pass | | | | along communication | | | | to medium to a friend | | | | interested in | | | | joining. | | +-----------------------+-----------------------+-----------------------+ | Social Media\ | Sharing content and | Sharing content or | | **\@CC\_Strength\_Con | highlighting the | communicating with | | ditioning** | incredible work done | the social media is | | | inside the gym by its | encouraged at | | | members.\ | anytime!\ | | | \ | \ | | | Intended to be an | Please note we will | | | educational and | prioritise previous 3 | | | supportive medium for | forms of | | | members and | communication for | | | non-members. | more immediate | | | | communication and | | | | will therefore be | | | | checked less | | | | frequently. | +-----------------------+-----------------------+-----------------------+ | | | | +-----------------------+-----------------------+-----------------------+ **Please read next page for some working examples of best practice communication on the next page for clarification.**\ \ Sticking with these guidelines creates transparency and expectations from your service allowing us to deliver quality on the gym floor and behind the scenes. +-----------------------------------+-----------------------------------+ | **Example** | **Preferred Medium** | +===================================+===================================+ | Cancellation/Change of | Cancelling and Re-booking | | Appointment\ | appointments can be done via the | | \ | "booking link" on the left hand | | **APP** | side of your app.\ | | | \ | | Any issues with this such as no | Cancelling will notify us via the | | time is available OR asking to | calendar. If you wish to let us | | sign up to an additional | know why we welcome a message via | | membership\ | **the app** | | Please contact us via our **phone | | | OR email** | | +-----------------------------------+-----------------------------------+ | Injury or illness that will | Our coaches feel comfortable | | affect your training sessions\ | adapting changes to the sessions | | \ | on the spot. | | **APP** | | | | However we do appreciate some | | | notice in advance so we can be | | | prepared.\ | | | \ | | | This can be done via a message on | | | **the app** | +-----------------------------------+-----------------------------------+ | Question about:\ | Gaining access to the gym during | | **Access to the gym\ | business hours (6am-7pm) is | | Program detail or\ | obviously a crucial key to your | | Nutrition.**\ | membership.\ | | This can include expectation of | If you want to know about access | | delivery on upcoming program or | please feel free to contact us | | question about a detail in said | via a phone call to our **mobile | | program\ | number (0492 850 074)** otherwise | | \ | messaging **our app** and have | | **APP** | one of our coaches get back to | | | you. | | Or\ | | | **Phone Call** | | +-----------------------------------+-----------------------------------+ | Cancelling Gym Membership or\ | All of our memberships after 4 | | Altering Membership type\ | weeks hold a 1 week cancellation | | **\ | or change policy. For this reason | | APP** | feel free to drop a message on | | | the **app** and a staff member | | | can quickly make this change with | | | a click of a button | +-----------------------------------+-----------------------------------+ | Immediate responses:\ | If you wish to have the coach | | (During business hours)\ | notified of a change to your | | \ | session, running late, bringing a | | **PHONE TEXT MESSAGE** | friend OR a question about the | | | facility for an upcoming session | | | and would like a quicker response | | | from a staff member. Our business | | | phone **(0492 850 074)** will | | | have your message pop up on our | | | ipads even during personal | | | training sessions. This allows us | | | to quickly respond to your need | | | in a timely fashion\ | | | Note we are in the gym between | | | **6am and 7pm Monday to Friday** | +-----------------------------------+-----------------------------------+ | Confidential\ | Should you wish to share | | \ | something and kep it confidential | | \ | know only management have access | | **Email:\ | to the email accounts and an | | Centralcoastsandc\ | email can be done so via this.\ | | \@gmail.com** | \ | | | This can include feedback, | | | billing, personal information, | | | concerns and questions | +-----------------------------------+-----------------------------------+ | Management\ | If you wish to speak directly | | \ | with the management/business | | **Email:** | owner please email us at | | | **Centralcoastsandc\ | | **Centralcoastsandc** | \@gmail.com\ | | | \ | | **\@gmail.com** | ** | +-----------------------------------+-----------------------------------+ | Document sharing\ | If you wish to share some | | \ | documents with us from a third | | **Email:** | party source (ie allied health | | | professional) | | **Centralcoastsandc** | | | | | | **\@gmail.com** | | +-----------------------------------+-----------------------------------+ | Referrals\ | We love referrals and endeavor to | | \ | deliver the same high quality | | **Email:** | service to all members new, past | | | and present. For someone wishing | | **Centralcoastsandc** | to inquire about our services the | | | "inquire now" button on our | | **\@gmail.com** | website OR an email to | | | **Centralcoastsandc\@gmailc.com** | | | can put them in direct contact to | | | get the ball rolling | | | | | | Thankyou in advance! | +-----------------------------------+-----------------------------------+