Listening to Voicemails

How to Listen, Return and Manage the voicemails

• SYSTEM OBJECTIVE: All voicemails are listened to and dealt with ASAP. 

• ACCOUNTABILITY: Reception staff

• SYSTEM STANDARDS: 

• All voicemails are followed up with and then deleted from the phone as not to cause confusion

• Clients are called back ASAP so that we can deal with any cancellations or last minute bookings as soon as we can

• SYSTEM TRACKING: Salon manager and coordinator 

• STAFFING / SKILLS REQUIRED: Reception Staff

• RESOURCES, EQUIPMENT AND SUPPLIES: The phone, access to the computer to look up clients and their bookings, pen and paper

• INFORMATION:

• Clients often leave voicemails wanting to book in or cancel appointments last minute. It is imperative that these are dealt with asap. 

• 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: 

• On the desk phone's screen, it will have a little notification box that reads '(x) missed calls'

• Press right button under the screen where it says 'view'

• If there are any more than 1 missed call, have a pen and paper ready. 

• While listening to all of the missed calls, number them and write down the important details on the piece of paper. If you have enough details, press 7 to delete the voicemail from the system. If you are doing this - make sure you definetly have the number and name written and spelled correctly. 

• If there is not enough information for you to delete the voice message, you can press 4 to replay the message. If there is still not enough, press 8 to immediately call the client back / if they don't answer, leave a voicemail asking them to return your call.

• Once you have written all of your voicemail information down and gone through each one, individually call back or texts the clients necessary to help them with their requests.

• Finally, type '400' into the desk phone amd press the green 'call'. Follow the instructions for the voicemail page and delete all of the left over voicemails that have been dealt with.