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Onboarding

KK AGENT ONBOARDING

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Overview
Curriculum
  • 7 Sections
  • 45 Lessons
  • 6 Quizzes
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Module 0: Foundation & Access
8 Lessons1 Quiz
  1. Lesson 1: Welcome to the Role & What KindKatch Does
  2. Lesson 2: SAS Onboarding Process
  3. Lesson 3: Your Team: SAS Structure & Contact Directory
  4. Lesson 4: Technical Setup: Tools, Access & System Configuration
  5. Lesson 5: Work Schedule, Daily Login Routine & Shift Standards
  6. Lesson 6: Internal Communication Standards
  7. Lesson 7: KK Agent Email Signature Setup
  8. Lesson 8: Cybersecurity & Data Privacy
Module 1: Brand Knowledge
6 Lessons1 Quiz
  1. About this Module
  2. Lesson 1: Who is KindKatch? Mission, Model & Your Role in It
  3. Lesson 2: What is Orangetheory Fitness? Brand Overview, Science & Brand Voice Guide
  4. Lesson 3: OTF Class Structure, Formats & Terminology
  5. lesson 4: OTF Membership Options, Pricing & App Overview
  6. Lesson 5: Talking About OTF: Handling Common Member & Lead Questions
Module 2: Lead Outreach
9 Lessons1 Quiz
  1. About Lead Outreach
  2. Lesson 1: Lead Outreach Overview: Purpose, Tools & Principles
  3. Lesson 2: Daily New Leads Workflow: Step-by-Step (Phase 1A)
  4. Lesson 3: Call & Text Scripts for New Lead Outreach
  5. Lesson 4: Older Leads: Follow-Up Cadence & Re-Engagement (Phase 1B)
  6. Lesson 5: CRM Logging for Lead Outreach: Standards & Accuracy
  7. Lesson 6: Outbound Call Handling: Process & Professional Standards
  8. Lesson 7: Handling the 5 Common Objections
  9. Lesson 8: Terminated Members & Missed Guests (Phase 1C)
Module 3: Member Touchpoints
5 Lessons1 Quiz
  1. Lesson 1: Studio Portal Overview: Navigation & Daily Workflow Setup
  2. Lesson 2: Daily Milestone Touchpoints: Workflow & Execution (Phase 2)
  3. Lesson 3: Low-Use Member Re-Engagement
  4. Lesson 4: Mass Campaigns: What They Are & How to Execute
  5. Lesson 5: Social Media Engagement
Module 4: Admin Functions
6 Lessons1 Quiz
  1. Lesson 1: KindKatch Tool Suite: Full Navigation Walkthrough
  2. Lesson 2: OrangeBook: Member Management & Account Navigation
  3. Lesson 3: Membership Admin: Freeze & Cancellation Processing
  4. Lesson 4: Declined Payments: Identification & Resolution Workflow
  5. Lesson 5: Accessing & Using the Weekly Bulletin
  6. Lesson 6: Zendesk Ticket Creation & Escalation Logging
Module 5: QA & Reporting
6 Lessons1 Quiz
  1. About QA & Reporting
  2. Lesson 1: Quality Standards: What Good Work Looks Like
  3. Lesson 2: KPIs & Metrics: What You Are Measured On
  4. Lesson 3: EOD Reporting: Accuracy, Format & Timeliness
  5. Lesson 4: Day-in-the-Life: Priority Task Sequence & Shift Workflow
  6. Lesson 5: Client Communication During Transition: Email, Slack & First Impressions
Module 6: OJT & Go-Live
5 Lessons
  1. About OJT & Go Live
  2. Lesson 1: OJT Overview: What to Expect & How to Make the Most of It
  3. Lesson 2: OJT Competency Checklist: What You Must Be Able to Do
  4. Lesson 3: Client Transition: What Changes & What to Expect
  5. Lesson 4: Go-Live Readiness: Final Assessment & Sign-Off

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