MULTIPLE PHONE CALLS

• SYSTEM OBJECTIVE: Staff members are able to calmly and efficiently receive a phone call while on the phone to another client

• ACCOUNTABILITY: Reception staff

• SYSTEM STANDARDS:

• The original call is your main priority - the order of importance of calls is the same as the order of who called first

• Always remain calm and not stressed 

• SYSTEM TRACKING: Reception staff, salon coordinator 

• STAFFING / SKILLS REQUIRED: Reception staff

• RESOURCES, EQUIPMENT AND SUPPLIES: The reception phone

• INFORMATION: 

• Being able to handle two or more phone calls at once is a good skill to have because saves time for other staff members who are busy

• The reception phone can hold up to 4 calls at once

STEPS: 

• If you are on the phone and another call starts coming through, politely ask the client you are on the phone to if they don't mind holding for a quick moment.

• Pop that client on hold and select 'Answer' for the phone call that is ringing.

• When you answer the 2nd call, say "Ms Monaco Hair Society, would you mind holding for a moment?" and when they answer yes say "thank you" 

• Pop the 2nd call on hold and press the button at the top left of the screen to switch back to the first call.

• The calls are listed on the reception phone in the order that they come through. The top one being the first call received. 

• Take the first call off hold and continue as normal. 

• Once that call is done, press the button for the 2nd call - they do not move positions on the screen once the previous calls have ended. 

• Take the 2nd call off hold and say "Thank you so much for holding, how can I help you today?" 

• These steps can be repeated for up to 4 calls at a time. 

• If you need to transfer a call to the mobile salon phone, you can - the next tab on the website has instructions on how to do this.