11.1 Customer Service

Customer service is the support Music Lessons Academy offer our customers — both before and after they use our services. Good customer service enables our clients to have an easy and enjoyable experience with Music Lessons Academy.

Offering amazing customer service is important if franchise partners want to retain customers and grow their business.

11.2 Making a Good First Impression

Creating good first impressions Making a strong first impression will help you develop customer relationships and make sales. From the moment you approach a customer, your behaviour, attitude and personal presentation will influence your customer’s decision to buy.

Meeting and greeting. Your customer will make early decisions about based on your appearance, your body language and mannerisms, your tone of voice and facial expressions, your words, and your demeanour.

Here are some useful first-impression tips:

  • Make eye contact.
  • Give a nice, warm smile.
  • Open with a sincere, friendly greeting.

Pay attention to the customer
Show the customer that they have your willing, undivided attention.

Personal presentation. Your appearance shows your customer that you respect them, your business and services. Here are some useful personal presentation tips:

Be sure your posture is straight, confident and relaxed.
Dress to impress. Your Music Lessons Academy uniform must be clean and tidy.

Positive attitude. Your attitude affects the way you approach people and events in the Music Lessons Academy franchise. Choosing to approach potential customers positively, confidently, enthusiastically and with a helpful attitude — even when you’re tired, stressed or frustrated — it will improve your sales performance and grow your sales.

Remember that every business exists to meet customers’ needs. If you believe your job is to understand and solve the customer’s problems, then you will exude a natural, helpful confidence.

11.3 Dealing With Difficult Customers

Dealing with difficult or rude customers can be very hard at times. Sometimes you will get a customer who is just having a bad day and is looking to “have a go” at anyone who gets in their way.

Always remember life can be stressful at times – for all of us. You never know what has happened to the clients before your appointment so always be polite.

If you make a mistake – SAY SORRY genuinely. Saying sorry can sometimes defuse an irritable person, but if it doesn’t and the clients starts to raise their voice to you, say “please (name), there is no need to raise your voice, I am sorry that you are upset, I will try to help, what would you like me to do to rectify the situation?”.

Listen to what they have to say and make a judgement as to whether this is a reasonable request. If in doubt, it may be necessary to think about the issues before responding.

Ask that you have time to review the situation and leave, maybe at this point it will defuse some of the tension. Give them a definite timeframe for your response AND stick to it. Not responding can only make things worse.

NEVER raise your voice to an irritated customer, this just makes things worse and may aggravate the situation even more so.

If the person seems to be under the influence of drugs or alcohol and/or you fear for you or your staffs’ safety – move everyone away from the person and call the police.

NEVER “manhandle”, shove or touch ANYONE, this can lead to serious issues or potential criminal charges. It is far better to leave or call the police if things have escalated to a point of aggressive behaviour.

Always remember You are representing the Music Lessons Academy Franchise and professionalism is paramount.

11.4 Customer Complaint Policy

It is Music Lessons Academy intent to have very happy and satisfied clients. If they are not happy then we want to be able to do whatever we can to rectify the situation as quickly as possible to ensure we maintain our great reputation. If a complaint is made please follow this process:

A Complaint Is Made

  • Take clients aside to a private area and allow them to express their complaint
  • Actively listen to clients and observe their body language
  • Respond professionally by showing respect and be humble
  • Consider time of day, external factors and how they may have contributed to the clients’ level of frustration
  • Empathise with clients and acknowledge their feelings
  • Discuss strategies to manage their complaint
  • Offer a resolution that works for all parties involved.

Although dealing with complaints can be unpleasant and stressful, above all, it is important to keep communication open and honest with your clients in order to maintain client’s safety, satisfaction and preserve Music Lessons Academy’ reputation.

11.5 Privacy Policy

This policy covers data that we process and store about: our members who use our service and people who visit our websites.

Information we may collect and process about our members. If a person contacts us, we may keep a record of that correspondence.

This contact includes information that may be provided by completing an online form on our website, social media sights or by signing up to a newsletter; The information we keep includes name, email address, physical address

Where we store your information. Music Lessons Academy head office is situated in NSW. Any information provided to us will be held securely at our premises.
How we use your information.

We may invite people to sign up to general information about our business, our franchise and the services offered by each.

How long we retain data We have to keep information about our members for a period of time specified by current legislation to comply with certain legal, tax and accounting rules.

Social Media Widgets Our website includes social media features, such as the Facebook or Instagram ‘Like buttons and widgets, such as the Twitter button or interactive mini-programs that run on our site. These features may collect peoples IP address, specific pages visited on our site, and may set a cookie to enable the feature to function properly.

Social media features and widgets are either hosted by a third party or hosted directly on our site. Users’ interactions with these features are governed by the privacy policy of the company providing it.

Music Lessons Academy reserves the right to make material changes to its Privacy Policy. These changes will be posted prominently to our privacy policy, the home page, and other places we deem appropriate.

Music Lessons Academy may disclose personal information if required to do so by law such as to comply with a subpoena or in the good faith belief that such action is necessary to conform to the edicts of the law, protect your safety or the safety of others, investigate fraud or comply with a judicial proceeding, court order or legal process served on Music Lessons Academy or to protect and defend the rights or property of Music Lessons Academy.

We keep our privacy policy under regular review. Any changes we may make to our privacy policy in the future will be updated in this manual.