Pre-Lesson – Land-line/Mobile Numbers.

A couple of days before the class check the student’s number on Planyo to be sure a land-line or mobile number is listed. If there are no numbers listed on the student’s profile at all and they do not respond to your e-mails, please contact Perrine.

General Calling Procedures:

1. Call the student on time – not more than 1 minute after the designated time.
2. If the student is not there, leave a message (if you go through to voice-mail) and say that you will call back.
3. If there is a mobile number listed as well, call the mobile number too.
4. If you did not manage to reach the student, send an e-mail immediately and call his/her number/s again (approx: 3 minutes after the last call).
5. Whether or not an e-mail response is received, call again another 3 minutes later – and then again every 5 minutes.
6. At 20 minutes past the starting time you can stop calling – if it is an one hour lesson, also call at 30 mins and at 40 mins after the scheduled starting time. You might still receive an e-mail from a student (even after 45 or 50 minutes), so you are expected to remain available for the duration of the lesson time.
7. End all lessons on time. In order to do that, start the wrapping up and setting of homework about 2 or 3 minutes before the end of the class.
8. To improve follow-up lesson reservations, it is recommended that teachers offer to make the booking for the next lesson for / on behalf of the student. This can be done during the last 3 minute of the class.

Wrong Numbers on Planyo at the time of calling:

1. Immediately check OnSync to see if the student is in the Virtual Class – if so, ask for the number.
2. E-mail the student immediately afterwards – also CC: perrine@atraduire-bourgogne.com
   
3. Try the number a second time, just in case.

Whenever students change their number during/ for lessons, always ask whether it is a permanent change. If the change is permanent send Perrine a message and ask her to update the student’s profile.