This form must be completed for every incoming phone call you answer. A copy of this form is sent to management who will match the number of completed forms to the number of incoming calls answered.

This is for training purposes and will help us improve our customer communication and services.

Call process - The below is what will be checked when monitoring your calls

Good morning / afternoon, Lakeside & Brentwood Karting, {YOUR NAME} speaking, may I take your name please?

First Name

Thank you, {CUSTOMERS NAME}, before we get started can I take a contact number just in case we get cut off?

SMS Number

Excellent, how may I help you {CUSTOMERS NAME}

PAUSE AND LISTEN TO THE CUSTOMER

Ok great, I can certainly help you with than. So I can provide you with the best possible experience I need to ask you a few questions.

Tick questions only when asked or relevant to the call.

How many drivers are you looking to book for?

Whats the age range of the drivers

If by answering the questions above the customer is eligible for a family session ask the 2 questions below:

Would you class the drivers as Novice, Intermediate or Advanced?

Perfect I would recommend our Lakeside / Brentwood Circuit

Make sure you build a rapport with the customer when talking about any of their previous karting experiences

When are you looking to visit?

Do you have a time in mind?

Excellent, let me see what I can do for you.

Always check whiteboard or your folder for details

Note: If you need to ask a staff member a question please make sure you let the customer before putting them on hold

Would you like me to send you an email regarding what we have discussed today?

We understand that not all call will suit the criteria above, if this is the case please make
a brief note below of what the call was regarding.

Tell us a little more about the call

Please associate this call with the circuit the customer was inquiring about.

SEND CALL REPORT