Taking Messages from Clinic Clients

Policy

1. Phone calls received for the Online Program or Store are to be transferred to x4. The Front Desk NEVER handles calls from Online Clients or Customers.
    

2. ALL phone messages are recorded on the Front Desk Team board under "Messages to Clinic Manager", "Messages to Asst Manager" or "Messages to Clinic Estheticians"
    

3. Messages are handled as they are received and not put on hold for any reason.
    

4. Phone messages are NEVER written on sticky notes or verbally told to another employee.
    

5. The Front Desk Associate is to handle calls regarding scheduling existing clients, in-person product orders, rescheduling an appointment and basic questions about scheduling
    

6. The Front Desk Associate is to either A) transfer the call to the appropriate employee or B) take a message for calls pertaining to:
   
    

   1. Questions about our services and acne program from new, potential clients of the clinic.

   2. Product or service recommendations from new or existing clients.

   3. Questions or concerns about the service they received.

   4. A salesperson trying to sell us their services.

   5. An escalated customer service issue.

   6. Any other item you may not have an answer to.
       

7. Respond to voicemails at the beginning and end of your shift. Do not wait until the next day to return any voicemails. Our clients are top priority and are to be responded to by End of Business Day. Failure to do so will result in disciplinary action.

Procedure 

Task 

When the Front Desk Associate receives a call, email, or voicemail they cannot handle, the Front Desk Associate:

1. Receives phone call or voicemail and takes a message
2. Notifies the caller that the person they requested is unavailable
3. Asks the client, "I am happen to pass your message along to ________, please tell me a bit more about your concern."
4. Navigates to Trello and goes to the Clinic- Front Office Admin Team board
   
   
5. Find the appropriate list to record the message under
   1. Customer service concerns go to the Clinic Manager. (does not include Program Clients that are unhappy)
   2. Simple questions or concerns about the service they received go to the Estheticians
   3. Product or service recommendations from new or existing clients go to the Asst Manager.
   4. Program clients that are unhappy or advanced skin concerns go to the Asst Manager.
   5. Create a new card by clicking "+ Add Card" at the bottom of the appropriate list
      
      
   6. Records the following in the Trello card
       

      2. • Add appropriate Member to the card (IMP NOTE: if you do NOT do this, the card will not sync to the Manager's board or Esthetician board and the message will never be seen.)

         • Be sure to transcribe the message in as much detail as possible. Full name of the client, what it is regarding, contact information (phone number, email address).

         • Date/Time of call
         • Initial the message
         • Follow up with the person you left the message for to make sure they received it. With all messages, if you think that the message is urgent always ensure that you pass it onto someone for immediate attention. 
           
           
            
   7. Thanks the client for calling and lets them know that someone will return their call in the next 24 hours.