New Song School Of The Arts

Front Desk Portal

FAQs

Who to ask?

  • CUSTOMER CARE – reach out to Heather immediately
  • PERFORMANCES – reach out to Madison at [email protected] or (214) 432-7979
  • SUMMER CAMPS – reach out to Cindy at [email protected]
  • INSTRUCTORS – reach out to Charles at Charles@nssota or (469) 252-5182
  • FACILITIES (example: STUDENT is eating snacks in the JAB, STUDENT is riding a scooter through the lobby) – reach out to Todd at (214) 766-6707

For a more detailed list, click HERE.

Tuition & Billing

Do you have any specials?
1) Summer Camp Special – $35 off any of these FOUR summer camps: Rock ‘N Roam, Destination Piano, Musical Espionage, and Music Scientists. Deadline is April 28. You can point them to the www.nssota.com/summer page. 

 
2) “We Miss You” Special – $25 off FIRST MONTH if they RE-enroll by 4/30/24. We are going to point them to the Lead form (https://nssota.opus1.io/lead) so that the Sales Team can then reach out to them and apply the $25 off. We will instruct them to notate the “RE-ENROLL $25” in the “Tell Us More” section.
Can I get a refund for some of the monthly tuition since I’m missing a few lessons?

Due to the complexity of this, we would prefer you (FD team) to state:  “Thank you for checking. I will have someone from our executive team follow up with you”. Then ADD to End of Day for EX Team to follow up.

What are the new price adjustments?

As we continue our commitment to delivering exceptional music, theatre, and art programming to North Texas, we have initiated a modest price adjustment, ensuring an even better experience for our students and families.

New price adjustments for current students go into effect March 1. For new students, the new prices will be active starting Feb. 1. 

Here is a PDF showing the very minimal adjustments that were made.

PRICE PDF

Why was I charged a sign up fee?

Our sign up fee is covers the cost of new student supplies such as the NSSOTA art packet, group class notebook, group class supplies, private lesson notebook, and the NSSOTA tote bag.

Can you waive my sign up fee?

Due to the complexity of this, we would prefer you (FD team) to state:  

“Thank you for checking. I will have someone from our executive team follow up with you”.

Then ADD to End of Day for EX Team to follow up.

Student Cancel/Late Cancel

Can we reschedule a lesson for ____ reason?

We always want to have the LESSON…

INCLEMENT WEATHER: What to do when a student calls to cancel the lesson for inclement weather:

“Thank you for reaching out. We are monitoring the weather and currently, we are still open and operating on a normal schedule. If the weather presents a challenge and you would prefer not to come in person, we will get (INSTRUCTOR NAME) all set to do a virtual lesson with you at the scheduled time. Do you prefer Zoom or FaceTime?” 

If they push back and say they want to reschedule, say:

“At this point, we are still operating on a normal schedule. Our system actually requires a 24 hour notice to be eligible for a reschedule credit. However, we can get you set to do a virtual lesson. This way, we can learn new material and give (STUDENT NAME) something to work on this week. Does zoom or FaceTime work better for you?” 

If they continue to push back, say:

“I’m not authorized to override the system and issue a reschedule. Here’s what I can do – I will make a note to have someone from our Customer Care Team reach out to you as soon as possible.”

MISSING INSTRUMENT: What to do when a student calls to cancel a lesson because they don’t have access to their instrument:

“Thank you for the update. I’m sorry to hear this. In these cases, we still move forward on schedule with the lesson. We can check to see if we have an instrument to loan, but if we don’t, we will focus on aspects such as music theory, composition, and various things that don’t require use of the instrument. We will inform (STUDENT NAME)’s instructor and they will adapt their teaching accordingly to be sure that we are set for a beneficial lesson.” 

If they push back and say they want to reschedule, say:

“Our system actually requires a 24 hour notice to be eligible for a reschedule credit. I will get a message to your instructor though and they will be prepared to have a beneficial lesson.”

If they continue to push back, say:

“I’m not authorized to override the system and issue a reschedule. Here’s what I can do – I will make a note to have someone from our Customer Care Team reach out to you as soon as possible.”

INJURY: What to do when a student calls to cancel a lesson OR their subscription because they have an injury: 

“Thank you for the update. I’m sorry to hear this and I hope that (STUDENT) recovers quickly. In these cases, depending on the extent of the injury, we would typically inform (STUDENT NAME)’s instructor and he/she will customize an adaptive teaching approach to be sure that we are set for a beneficial lesson. 

This way, progress will still occur without use of the injured limb and we can continue the momentum. It also allows us to reserve the spot with your instructor. (If they ask about the “adaptive approach”, say – “the teaching will focus on aspects such as music theory, composition, and various things that don’t require use of the hand, arm, etc.”).

If they continue to push back, say:

“I understand. We hope (STUDENT) has a quick recovery. I am going to make a note to have someone from our Customer Care Team reach out to you as soon as possible.”

What should I do if my child is sick?

We are so sorry STUDENT is not feeling well. I hope they feel better soon. The system won’t allow a reschedule in this case because it is considered a late cancel.

IF this “late cancel” student has an reschedule credit on their account, go on to say:

“However, I do see that STUDENT has a reschedule credit on their account. Would you like me to help you schedule this?

IF this “late cancel” student does not have a reschedule credit and/or continues to persist, go on to say:

“I understand your concern. I am not able to authorize a reschedule for a late cancellation. However, I am going to pass your question/concern on to our Customer Care Team, and they will be following up with you. Is there anything else I can help you with today?”

Then – promptly connect the student with the Customer Care Team to see what arrangements need to be made.

Then – BE SURE to mark student as “Late Cancelled” on Opus

In the case of an emergency, IF the student is understanding that they cannot have a reschedule but requests a recorded lesson or asks, “will the instructor send notes?”

“Yes, we will have our instructor create a Recorded Lesson for today and this will be sent to you via email.

Mark the appointment as “Recorded lesson”

Be sure to notify the instructor that in this emergency case, they will need to make a Recorded Lesson and they will be paid for this accordingly

My child is sick. May I exchange with sibling

Hilda is sick and can’t come tonight, Gertrude will come for both lessons this week and Hilda will come for the two next week *This is ok BUT only IF the parent suggests it – we NEVER want to offer.

Can you do a virtual lesson via FaceTime or Zoom?
When a student calls to cancel under 24 hours, obviously, at this point, it is a “late cancel”. 
 
Unless the student has already clearly indicated in the conversation that a virtual (Zoom/Facetime) lesson is not possible, your script should be: 
 
Thank you for letting us know. We will miss (STUDENT). 
 
If student is sick, say: “We hope (he/she) feels better soon. IF (he/she) gets to feeling better, please let us know if (he/she) would like to do a virtual lesson. As long as we have enough notice we can connect you with your instructor via FaceTime or Zoom.
 
If student is not sick, say:
We will miss (STUDENT NAME). Would it be an option for you all to do a virtual lesson via FaceTime or Zoom today during the normal lesson time? (then proceed to act accordingly) 

Reschedule Credit

Can I transfer reschedule credits from one child (or family member) to another?

Due to the complexity of this, we would prefer you (FD team) to state:  “Thank you for checking. I will have someone from our executive team follow up with you”. Then ADD to End of Day for EX Team to follow up.

Can I use a reschedule credit to try another instructor/instrument?

Short answer is YES  and I’ll have someone from our Ex Team follow up – add to EOD

Can I use reschedule credits for monetary credit toward tuition?

Due to the complexity of this, we would prefer you (FD team) to state:  “Thank you for checking. I will have someone from our executive team follow up with you”. Then ADD to End of Day for EX Team to follow up.

Can I use a reschedule credit toward a class (new class or existing class)?

Short answer is YES and I’ll have someone from our Ex Team follow up – add to EOD

Can I use reschedule credits toward camp?

Due to the complexity of this, we would prefer you (FD team) to state:  “Thank you for checking. I will have someone from our executive team follow up with you”. Then ADD to End of Day for EX Team to follow up.

How do you reschedule a private lesson?

Hello NAME.

I am happy to help you. Here is the link to log in to your NSSOTA Client/Student Portal and to Cancel/Reschedule your private lesson. After reviewing this information, let us know if you still have questions, and we can assist you further.

How to log in to your Client/Student Portal and cancel/reschedule a private lesson: https://newsongschoolofthearts.com/reschedule/

Programming

Do you have any camp options?

All information can be found on our website. www.nssota.com/camps

 

Palette Explorer vs. Palette Scholar

ART EXPLORER: The classes offered in this learning track expose students to many artistic mediums through a project-based approach. The learning style is creative, free-spirited, expressive, and problem-solving.

Following an annual “project” calendar, each month students will create projects which explore a variety of mediums, approaches, and skills.

ART SCHOLAR: The classes offered in this learning track follow our original trademarked “Palette Curriculum.” The learning is classical, structured, and academic, offering a holistic approach to the study of visual arts in an engaging, age-appropriate way.

Each lesson will incorporate technique exercises, art history & famous artists, critical evaluation of well-known masterpieces, terminology, and creative expression through the art projects taught in this class.

Where can I find your group class schedule?

Our group classes are on our website under Tuition and Pricing as well as connected on each School page.  Take client information and connect them with the welcome team to answer more questions.

Student Events & Performances

Where do I register for upcoming performances?

You can find all of our upcoming event and performance opportunities at www.nssota.com/performance-registration.

What is the difference between a festival and a showcase?
NSSOTA Festival:
Provides students with “Tier 3” adjudicated performance opportunities. Each festival is adjudicated by a warm, friendly, and highly qualified judge.

Upon performing at a festival, each student will receive a “mini-master class” as the judge provides them with both verbal and written feedback. Critiques are delivered in a positive, constructive manner, all of which are intended to help students and instructors alike in the development of their abilities.
 
NSSOTA Showcase:
A formal recital type performance to showcase our students’ accomplishments. Students will receive awards from previous Festivals/Performances they participated in.

Procedures

Student does not notify/show up:
  1. Click “Cancel”
  2. Enter the reason for cancellation (no show)
  3. Click “Do Not Notify”
  4. Click “Continue With Late Cancellation”
  5. FD should NOT be issuing a STAFF Cancel when it’s less than 24 hours (if in doubt, LATE cancel and leave a note on EOD recap for Admin to determine if it should be STAFF).

NOTE: The only time we will mark “LessonMate is if they notify us with 24 hrs notice that they want a LM 

How credits work:

How Credits Work:

Complimentary Credit – pays teacher at time service is completed 

All Reschedule Credit – pays teacher at time service is completed 

Administrative Credit – no pay at all

Instructor Portal Login:

Password‭: ‬NS_‭(‬Treble‭)‬_@23

On your downtime

Scheduling & Opus
  • Follow up on schedule change requests.
  • Check for double booking in Opus (a couple days out).
  • Check for double bookings on ROOMS in Opus (a couple days out).
  • Send out the “fill gaps in instructors schedule” message for today/tomorrow.
  • Reach out to clients for addresses.
 
Cleaning & Asthetics
  • Take lost items to the lost and found.
  • Refilled pens in the container on the counter.
  • Make sure that the bathroom has paper towels/no water on counter.
  • Organized the front desk and desk drawers.
  • Refill the candy jar
  • Wipe down the tables. and windows
  • Lint roll the couches
Student Onboarding
  • Make binders and tote bags for new students.
  • Plan ahead for “first lesson/class” photos for social media.

School closures

2023-2024 NSSOTA Holiday Closure Schedule

NSSOTA provides year round instruction. We are closed on the following holiday dates: 

  • November 20-26

    • Thanksgiving Break
    • Staff in-service days are held the Monday & Tuesday of break.
  • December 22 – January 4

    • Winter Break
    • Lessons will resume January 5
  • March 11 – 17

    • Spring Break
  • July 4

    • Independence Day
New Song School of the Arts Web Design
New Song School of the Arts Web Design
New Song School of the Arts Web Design