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Objective
This SOP outlines the steps to correct a customer's phone number in the system to ensure they can access their loyalty account without issues.
Key Steps
Step 1: Identify the Issue 0:00
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Confirm that the customer is repeatedly asked to sign up due to phone number issues.
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Understand that this may be caused by an incorrect phone number entered during initial sign-up.
Step 2: Locate Customer Record 0:16
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Navigate to the contact section in the system.
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Enter the customer's name or previous phone number to find their record.
Step 3: Verify Phone Numbers 0:25
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Check the customer's record for multiple phone numbers.
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Identify which phone number is correct based on club owner or customer confirmation.
Step 4: Delete Incorrect Phone Number 1:01
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Delete the incorrect phone number from the system to avoid duplicates.
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Note that it may take some time for the contact to be fully deleted.
Step 5: Update with Correct Phone Number 1:38
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Refresh the page to ensure the incorrect number is removed.
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Edit the customer record to replace the old number with the correct one.
Step 6: Save Changes 1:52
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Ensure all changes are saved in the system.
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Confirm that the system now recognizes the correct phone number.
Step 7: Adjust Loyalty Points if Necessary 2:01
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If the customer has missed earning loyalty points, navigate to the loyalty points folder.
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Adjust the points as necessary to reflect their correct status.
Cautionary Notes
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Always double-check the phone number with the customer or club owner before making changes.
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Ensure that no duplicate contacts remain in the system to avoid confusion.
Tips for Efficiency
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Use search filters to quickly locate customer records.
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Keep a checklist of common issues and resolutions to streamline the process.