Phone Calls Intake Procedure

The assigned staff are responsible for answering incoming phone calls in a courteous and professional manner. The phone is an important communication tool and a reflection of our center’s professionalism.

How to Answer the Phone

• Answer promptly within 3 rings when possible.
• Always introduce yourself using the following format:

“Wundoroo Academy, this is [Your Name] speaking. How may I help you?”

If the Caller is Requesting Information

If the caller is requesting enrollment or program information and the Manager or Assistant Manager is unavailable:

1. Politely inform the caller that the appropriate person is currently unavailable.
2. Let them know their call will be returned as soon as possible.

Information to Collect

Ask the caller for the following details and send a message in the New Inquires WhatsApp Group:

• Full Name of the Caller
• Phone number can be reached at
• DOB of the child or children
• Child Care Needs (e.g., Full-Time or Part-Time)
• Preferred Start Date

This procedure helps ensure all inquiries are handled consistently and that potential clients feel welcomed and well taken care of from the very first interaction.

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