Communications
OVERVIEW
The purpose of this policy is to ensure effective communication and information management across all departments and levels of team members at Squishable. Clear and consistent communication is vital for maintaining efficient operations and providing excellent customer service.
PROCESS
- Communication Channels:
- New Team Members must be promptly added to relevant group chats, text groups, and email distribution lists to facilitate effective communication and collaboration.
- Team Members should actively participate in department-specific communication channels to stay informed about important updates, announcements, and tasks.
- Team Members are expected to use communication channels responsibly, adhering to the company's communication guidelines and respecting confidentiality where required.
- Email and Voicemail Management:
- Team Members are responsible for regularly checking the store email and voicemail messages.
- Store email and voicemail should be checked before the store opens, at least three times during the day, and at store closing to ensure timely responses.
- Team Members should follow appropriate email and voicemail etiquette, including clear and concise communication, professionalism, and adherence to company policies and guidelines.
- Store Phone Usage:
- All Team Members should know the location of the store phone and be familiar with its proper use.
- When answering phone calls, all Team Members must use the same professional and consistent phone greeting: "Hi! Thank you for calling Squishable at [store location]. My name is [Team Member's name]. How can I help you today?"
- Team Members should exhibit courteous and attentive phone etiquette, actively listening to customer inquiries and providing helpful and accurate information.
- Cell Phone Policy:
- To maintain professionalism and minimize distractions, cell phones are not allowed to be seen by Fans while on the sales floor.
- Team Members should keep their cell phones out of sight and set to vibrate mode during working hours.
- Cell phone use should be limited to designated break areas or during approved personal time.
- Store Communication Binder:
- A store communication binder will be maintained and updated with important store information, policies, and updates.
- Team Members are required to review the store communication binder at the start of each shift to stay informed about any changes or new information.
- The store communication binder should be easily accessible to all Team Members and kept in a designated location.