Wednesday 2/7/24 Journal Entry

I started my shift out per usual by checking the emails and any voicemail messages that had been left. I did not have any voicemails to listen to over the past few days, so I focused on the emails. We had a few who were about inquiring a refund and when confirmations would be sent out for upcoming camps. Once I finished answering the emails, I received a call in regard to a refund that was filed over the weekend due to unusual circumstances. A camper had voluntarily left camp because they felt their needs were not being met by the camp and that their skill set did not match the “requirements” even though there were no requirements for the camp. I had to pass the news along that they were not receiving a refund and they wanted to speak to my manager. My manager was in a meeting, but I ensured I would pass the information along and make sure they knew to reach out. My supervisor had reached out via email and then I received another call from the parents asking to speak to them on the phone. I then let my supervisor know that they had called back and he took care of the situation. They had made threats to trash the organization online if they did not receive a refund, so we communicated with the coach and he agreed to refund the money to avoid any more problems. I continued to monitor the emails and phone calls throughout the remainder of my shift.

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