Receptionist Portal
Staff Training Resource
Receptionist Training Guide
Everything you need to enroll new crane students and guide them through certification.
Quick Reference Links
Initial Inquiry & Payment
When a potential new student calls, your first step is to guide them through the payment process. Be prepared for potential issues and know the alternative methods.
Common Payment Issues & Solutions
| Issue | Description | Solution |
|---|---|---|
| Insufficient Funds Error | The student's card is declined despite having sufficient funds. This is often a security measure by their bank for large purchases. | Advise the student to contact their credit card company to pre-authorize the transaction, then try the payment again. |
| Incorrect Zip Code | The payment is blocked due to a zip code mismatch between what was entered and what is on file with the card issuer. | Remind the student that the billing zip code must match the address on file with their credit card company, which may be an old address. |
Finding Courses and Pricing
Direct students to our online store to browse all available courses and view current pricing before enrolling.
Standard Payment Process
Guide the student through our online payment portal. Ensure they have their credit card and billing information ready before beginning.
Direct to Portal
Send the student to our sign-in/payment page at theonlinecraneschool.com/signin.
Confirm Card Details
Ask the student to have their credit card ready, including the billing zip code on file with their card issuer — this is a common point of failure.
Complete Purchase
The student selects their course from the store and completes checkout. Confirm they receive an order confirmation email.
Alternative Payment Method
If the student continues to have trouble with the online portal, you can process the payment manually using the following steps.
Create an Invoice
Collect the student's full name and email address, then generate an invoice in the system.
Send the Invoice
Email the invoice to the student. They can attempt to pay through the secure link in the email.
Process Manually
If the invoice payment also fails, take their credit card details securely over the phone and process the payment on your end.