ANSWERING THE PHONES

 

Policy

1. The Phones are Answered Within 2 Rings

The phones are answered within 2 rings at all times. If on another call, politely ask that caller to hold, answer the incoming call and put them on hold to finish up the first phone call. When returning to the second call, thank them for holding and continue with helping them.

To put a caller on hold, politely ask, when there is a natural break in the conversation, “May I put you on hold while I answer another call?” DO NOT TELL THEM YOU ARE PUTTING THEM ON HOLD.

2. The Phones are Answered by All Staff

If the Front Desk Associate is away from the desk, the phones are to be answered by anyone available. This includes Estheticians and Management. Estheticians are to keep the phones with them if no Front Desk Associate is working.

3. The Phones are Answered With a Smile and with a Grateful, Caring Tone

The phone is often times the first impression we make to a new, potential client. It is also how we express our empathy for existing clients who are suffering from acne. Keep in mind that people with acne are highly emotional, therefore, a kind, nurturing tone is best. This helps them feel taken care of.

 

 

 

Task

 

When the phone rings, the Front Desk Associate:

1. Answers phone within 2 rings:
   • Pick up phone or press “answer” on phone base

OR

• • Press green button on cordless (#6 on diagram)

 “Thank you for calling Natural Skincare & Acne Clinic, this is “your name”, how may I help you?”

 

• • If there is only a call on hold, press the Resume soft key on the phone base. For cordless phone press the Options soft key during a call (#3 on the diagram-top right), and select Hold. If there are two calls on hold, press the Resume soft key to resume the current call, press the Swap soft key to swap between the two calls.

 

• • To hang up the phone press the red button (#13 on diagram)