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How to Answer the Phone
SYSTEM OBJECTIVE: All staff can confidently answer the phone.
ACCOUNTABILITY: All Staff
SYSTEM STANDARDS:
Always have a smile and positive attitude, even when on the phone
Be polite and empathetic to the client's feelings
SYSTEM TRACKING: Reception Staff
STAFFING / SKILLS REQUIRED: Employed at Ms Monaco / All staff
RESOURCES, EQUIPMENT AND SUPPLIES: The phone, access to the computer to look up clients and their bookings
INFORMATION:
All Clients on the phone need to be treated with respect and kindness. Please always smile - even though the clients can't see you, they will hear it in your voice. Never escalate a phone call with a client - if they are being too much for you to handle, put them on hold and let them speak to your supervisor.
STEPS:
When the phone is ringing - answer it as fast as possible so that you don't miss the call
Swiftly pick up the receiver and put it to your ear
Within 5 seconds, say "Ms Monaco Hair Society - you're speaking with ________ " (Your name)
They will let you know what they are ringing for and if you are comfortable assisting them - do so with constant politeness and a smile on your face even though they can't see you
If you are untrained to help with their request, ask them if they mind being put on a quick hold while you grab someone for them. Once they have said that is okay, press the square button on the phone that says 'Hold'.
You will need to press this button again if taking them off hold.
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