Frequently Asked Questions

Class Materials
Confirmation Calls
Cancellations
Sales/Service Requests

Class Materials

When will the class materials be shipped to me?

  1. Class materials are normally scheduled to be shipped the 3 Mondays prior to the class date,
    unless the class date is less than 3 weeks away.
  2. Upon receiving the class material shipment, immediately open the box to ensure all materials are included.
    1. If items are missing, notify the Training Coordinator immediately so missing items can be sent in a timely manner.

Confirmation Calls

When should I make my confirmation call?

    1. Preferably 1 week (7 business days) prior to the class date

When should I make my confirmation call?

  1. Physical address, as indicated on your Class Confirmation, of where class is to be held
  2. Who to contact & phone number for when you arrive
  3. Any specific parking/location requirements
  4. Type of media to be used for video portion of class
  5. Number of attendees (if above 12 contact the Training Coordinator)
  6. Type of class to be held as indicated on your Class Confirmation
  7. Class timeframe as indicated on your Class Confirmation
    (class time should not be shortened unless there is prior approval)
  8. If teaching AED, what type of AED does the client have
    (if known by Corporate Office it will be indicated on your Class Confirmation & if it is serviced)
  9. If the customer has an oxygen unit, as indicated on your Class Confirmation,
    be sure to let them know to bring it to the class for a short demo on how to use the unit during the class
Will I get reminders about the confirmation calls?
  1. Yes. However, there may be times when a reminder email may not be sent to you.
  2. REMEMBER – it is your responsibility to contact & confirm with the client.
  3. Respond to the email, send a text, or call to notify the Training Coordinator you have made verbal confirmation with the client to avoid additional reminders.

What if I do not call the client 7 business days prior to the class or notified the Training Coordinator I have made confirmation with the client?

  1. You should then receive another email reminder three business days prior to the class,
    however, there may be times when a reminder email may not be sent to you.
  2. REMEMBER – it is your responsibility to contact & confirm with the client.
  3. Respond to the email, send a text, or call to notify the Training Coordinator you have made verbal
    confirmation with the client to avoid additional reminders.
What if I am not able to speak with the client to confirm the class?
  1. If contact is not made by the end of three business days prior to the class, immediately contact the Training Coordinator for alternate contact information or help.
  2. If the alternate method does not provide results within 2 hours, contact the Training Coordinator immediately.

Cancellations

During my confirmation call the client notifies me they need to cancel their upcoming class, what do I do?

  1. Offer alternate dates to reschedule
    1. Verify Time, Location or any other possible new details
  2. Notify Training Coordinator immediately by email, text or phone call with:
    1. Name of person you spoke with & their contact information
    2. Whether class was canceled indefinitely / why canceled
    3. If class is rescheduling to a new date / request Training Coordinator to please send new confirmation with reschedule date

 

What happens if client calls me and cancels on date of class before I arrive to class location?

  1. Offer alternate dates to reschedule
    1. Verify Time, Location or any other possible new details
  2. Notify Training Coordinator immediately by email, text or phone call with:
    1. Name of person you spoke with & their contact information
    2. Whether class was canceled indefinitely / why canceled
    3. If class is rescheduling to a new date / request Training Coordinator to please send new confirmation with reschedule date

 

What if client cancels after I arrive at class location?

  1. Offer alternate dates to reschedule
    1. Verify Time, Location or any other possible new details
  2. Notify Training Coordinator immediately by email, text or phone call with:
    1. Name of person you spoke with & their contact information
    2. Whether class was canceled indefinitely / why canceled
  3. If class is rescheduling to a new date / request Training Coordinator to please send new confirmation with reschedule date

 

Am I compensated for class cancellations?

  1. If you were already traveling on the date of & to class, you will be compensated any approved mileage/drive
    time, based on current mileage/drive time pay rate, if applicable
  2. If client cancels after you arrive at class location, you will be compensated 2 hours instructor pay plus any
    approved mileage/drive time, based on current mileage/drive time pay rate, if applicable

 

What if I need to reschedule or change the time of a class?

  1. Call the Regional Manager or Training Coordinator to discuss with the client

Sales/Service Requests

What if a client wants additional information on AED sales/service, O2 service, additional training classes or about their account?
  1. Get the client name, phone number & company name
  2. Notify the Regional Manager or Training Coordinator of client request for more information

How do I know who the Regional Manager is for a client’s account?
  1. Information is listed on your Class Confirmation, for example:

Sales Person: Gina Campbell Contact: (888) 767-0050 ext. 29 | [email protected]