Training Video: https://www.loom.com/share/bd771dada00c416690e79dce2f57c156?sid=d5d8cb6f-ffe7-40bb-8124-404d84aca895
Summary
In this video, I discuss how to handle calls from parents or students who are sick and want to postpone or cancel their travel plans. I emphasize the importance of understanding the underlying reasons for their sickness, as it could be related to anxiety or depression.
I provide guidance on the next steps, including offering options for cancellation or revision based on our standard policies.
I also suggest that parents check with their insurance providers to see if they can provide coverage for such situations. No specific action is requested from the viewers, but the information shared will help them handle similar situations effectively.
Chapters
0:00 Introduction
1:00 Cancellation and Revision Options
💡 Payment, Cancellation & Revision Policies 2024
SOP: Handling Last-Minute Travel Cancellations
Objective:
To effectively manage last-minute travel cancellations from parents or students due to sickness, ensuring proper communication and adherence to cancellation policies.
Key Steps:
- Empathetic Response:
- Express empathy and inquire about the nature of the sickness.
- Understand if the sickness is physical or related to anxiety or stress.
- Cancellation or Revision Options:
- Inform parents about the options to cancel or transfer to a later program.
- Refer to the standard cancellation and revision policies provided in the link below the video.
- Check for availability in the revised program in Salesforce.
- Insurance Coverage Inquiry:
- Advise parents to check with their insurance provider regarding coverage for cancellations due to sickness.
- Suggest direct communication with the insurance company for detailed information on coverage.
Cautionary Notes:
- We cannot waive fees or change policies, but recommend they contact their travel insurance provider about their coverage.
- Do not provide definitive answers on insurance coverage, as it varies based on individual policies.
Tips for Efficiency:
- Listen attentively to understand the situation before offering solutions.
- Familiarize yourself with the cancellation and revision policies to provide accurate information promptly.
- Encourage parents to proactively contact their insurance provider for specific coverage details.