VERIFICATION PROCESS
Customer Identification
Concierge staff will verify the member's identity using their membership identification.
Membership Verification
Confirm the membership details, including the type of membership, contract terms, and any outstanding payments.
Account Review
Check for any additional services, outstanding appointments, or pending communications that may impact the cancellation decision.
COMMUNICATION WITH MEMBER
Notification Of Cancellation
Members will receive written confirmation of the cancellation decision within 1-3 business days via email. The time in which they receive this cancellation notice will be determined by the complexity of the request.
Explanation Of Next Steps
Communicate any post-cancellation steps, such as returning access fobs, settling outstanding balances, or scheduling exit surveys. Explanation of final 2-week cancellation fee.
Retention Strategies (If Applicable)
In cases where retention is a priority, the concierge team will offer alternatives, promotions, or additional services to encourage members to reconsider.
CANCELLATION DOCUMENTATION
Recordkeeping
All member cancellations will come through to the concierge inbox (lanecove@fit.com.au) once a member has completed the digital cancellation form. This means that all cancellation requests will be saved in the inbox and also within our CRM platform. Concierge staff will maintain detailed records of each cancellation, including member information, reasons for cancellation, and approval status.
Data Entry
As we will be using a digital form, the information required will already be entered into our CRM platform ensuring accuracy and completeness. All future correspondence will also be saved within the CRM platform.
Filing and Storage
All cancellation documentation will be stored securely in compliance with data protection regulations.
ESCALATION PROCEDURES
Disputes and Appeals
Members with disputes or appeals can contact the your reporting manager directly for resolution. Your reporting manager will involve higher management in cases requiring executive-level decision-making.
REFUND DOCUMENTATION
Refund Authorisation
If applicable, the concierge team will initiate the refund process according to the refund policy with approval from your reporting manager.
Timelines for Refund Processing
Refunds will be processed within 7 business days from the approval of the cancellation.
Communication of Refund Status
Members will be informed of the refund status through email or phone communication.
CUSTOMER FEEDBACK
Collection of Feedback
The Concierge staff will actively seek feedback from members who cancel to understand their reasons and gather insights prior to requesting approval and/or escalating the request to the next stage. If the member has completed the form and provided feedback then we will not need to seek this information.
Analysis for Process Improvement
Your reporting manager will analyse feedback regularly and initiate improvements to enhance the cancellation experience.