SSC Call Flow Process & Policy

SSC Call Flow Policy and Process 

Summary 

It is our goal to provide our guests with an outstanding experience.  This includes guest interaction via telephone.  To that end we have developed the following call policy and process.  Following this process will ensure that we provide our guests with prompt, personal customer service experience and allow us to attend to their needs without distraction. 

Expectations 

Phone Hours 

• Phone hours may differ from campground office/store hours 

• Phones must be answered: 

• May 1 – Oct 31: 

• Sunday – Thursday 9:00 am – 7:00 pm 

• Friday and Saturday 9:00 am – 8:00 pm 

• Nov 1 – April 30: 

• Sunday – Thursday 9:00 am – 6:00 pm 

• Friday and Saturday 9:00 am – 7:00 pm 

• The company expects onsite personnel to answer any incoming calls between 9:00am – 5:00pm daily or during their store hours, whichever is greater. 

• GMs should be available to answer CC questions at any time. 

Call Flow 

Utilizing Call Attendants 

1.  When a customer places a call to one of our campgrounds, they will have selections to make.  These selections are as follows: 

1. Press 1 if you are currently staying at the campground 

1. This selection allows the call to ring at the campground and CC simultaneously.   

2. After 3 unanswered rings a CC associate will answer the call and assist the guest. 

2. Press 2 for Reservations

   1. 1. 1. 1. 1. 1. 1. This selection allows the call to ring at the campground and CC simultaneously. 

                     2. After 3 unanswered rings a CC associate will answer the call and assist the guest. 

2. Handling incoming calls pertaining to guest concerns 

1. Simple Reservation Issue- CC will address and resolve 

2. Onsite issue/concern - CC will forward to the General Manager (GM) 

**Notes documenting all actions taken must always be made within the

reservation  

Unstaffed Offices/Vacation Time 

1. If an office is going to be unstaffed such as a GM of a seasonal property being on vacation during the off season: 

1. GM will notify the CC Supervisor and their Regional Manager (RM) 

2. CC will field and handle all incoming calls 

2. Property-level telephone calls will not be forwarded to the RM’s telephone unless requested by the RM or as outlined below. 

1. An unhappy guest wishes to speak to someone above the GM - When this happens: 

1. CC will notify the GM and the RM via email 

2. RM will discuss issue with the GM 

3. RM will contact the guest and resolve the situation or continue escalation to the DOO if necessary. (Carefully documenting within the reservation (if one exists) 

3. GM is unavailable to take an after-hours emergency call. 

1. Move calls through call tree until answered/resolved 

1. GM 

2. RM 

3. DOO 

4. CEO 

Answering Calls During Meetings 

1. At no time should a team member be on the phone during meetings 

1. Calls are to be answered by either a Front Desk Associate or CC when a GM is involved in a meeting or training 

2. During company-wide meetings or when no team member is available calls may go to voicemail 

Voicemails/Missed Call Notifications 

1. It is CC’s responsibility to monitor voicemails/missed call notifications left during business hours and ensure that follow up is completed the same day. 

2. Voicemails left after business hours are to be followed up on first thing the following morning by onsite team members. 

Note: At no time should a guest wait for a response beyond the next business day. 

After Hours Emergencies 

After-hours emergencies are defined as follows: 

1. Police, Fire, Ambulance called to the property. 

2. Infrastructure issues 

1. No electric 

2. No water 

3. Storm Damage 

4. Noise complaints 

It is the GM’s responsibility to ensure that after-hours calls are monitored, and these emergencies are resolved in a timely manner. 

Monitoring Call Handling Metrics 

1. If a property has a low call handling volume (under 80%) the RM will work with the CC Supervisor to investigate and rectify the situation