1. Chapter 32 page 1094 The Front Desk “operations center” employ professional receptionists ~handle the job of scheduling appointments ~greeting clients ~attend to clients needs

2. The Reception Area first impressions count attractive, appealing, and comfortable ~receptionist ~retail merchandise ~ phone system ~business cards ~displayed price list

3. The Receptionist second in importance Well-trained first and last person the client contacts ~pleasant ~ greet each client with a smile ~address each client by name

4. Tiffanyplacesalon.com

5. Efficient, friendly service fosters good will, confidence, and satisfaction duties include: ~role of greeter ~answering the phone ~booking appointments ~inform professionals the client has arrived

6. ~preparing daily appointment information ~recommending additional services and products ~through knowledge of retail products ~salesperson and information source for the clients

7. ~ straightens up the area ~maintains inventory ~daily reports Personal calls or personal projects are doe on personal time, NOT at work

8. Booking Appointments Key duty make the most efficient use of everyone’s time client should not have to wait for a service professional should not have to wait for the next client

9. each person should know: *how to book appointment and how much time is needed for each service pleasing voice and personality

10. appearance that conveys salon image knowledge of various services offered ***all services, cost, and time they take unlimited patience with both clients and salon personnel

11. Appointment Book helps professionals arrange time to suit their clients’ needs computerized book accessed through salon ‘s computer system actual hardcopy

12. Smartsalonmanagement.com

13. Use of Telephone in the Salon good habits and techniques increase business improve relationship with clients and suppliers

14. Good Planning Business calls to clients and suppliers ~quieter time of day ~quieter area pleasant voice

15. use correct grammar speak clearly “smile” show interest or concern be polite, respectful, courteous be tactful

16. Incoming Telephone Calls lifeline of salon Clients: ~call ahead for appointment ~call to cancel ~reschedule appointment

17. ***use good manners “Good morning” Salon name “how may I help you?” “Thank you” Answer phone promptly

18. If you do not have information… ~put client on hold ~get information ~offer to call back with info Do not talk to client standing nearby while speaking with someone on the phone

19. Booking Appointments by Phone record full name, phone number, e- mail address, and the service booked confirm appointment one-two days before Automated systems can send e-mail or text message confirmations

20. Be familiar with all: ~services ~products ~costs ~which cosmetology professional perform specific services- color correction

21. be fair **exception-requests When client requests an unavailable professional: 1.Suggest other times 2.Suggest another stylist 3.Put on cancellation list

22. Handling Complaints by Phone difficult task respond with self-control, tact and courtesy tone of voice sympathetic and reassuring and concerned try to resolve quickly and effectively