6.4 Tutor Doctor SOP Managing Unused Hours

6.4 Tutor Doctor SOP Managing Unused Hours

Purpose: 

Ensure sessions are being delivered and clients are using program hours.

Overview:

Managing unused hours and ensuring clients are using the hours/programs they have purchased will help maximize customer expectations and reduce escalations. As well, unused hours are a liability for the business and monies must be kept aside to pay the tutoring costs which are related to the delivery of the unused hours. The goal is to minimize forfeited hours and maximize client satisfaction, which will result in better ratings and renewals. 

Responsibility Overview:

  • Client Care Specialist – review unused hours and contact client to ensure hours are being used

  • Admin– identify and confirm unused hour liability and close enrollments

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