Answer the telephone.

Answering should include

• speaking clearly and correctly
• listening closely
• being courteous at all times
• identifying the caller’s need
• meeting the caller’s need while trying to create a service/sales opportunity for the salon
• writing down messages and other client information
• confirming the information is correct by reading it back to the caller.

Process/Skill Questions:

• Why is it important to listen closely when having a conversation with a client?
• What customer service skills are important when answering the phone?
• Why is it important to record and confirm information taken over the phone?