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Cosmetology

Cosmetology. Developing Receptionist Skills. Duties of a Receptionist. Greeter Answer the phone Book appointments Inform stylist of clients arrival Prepare daily appointment book Recommend services to client Knowledge of retail products Straighten receptionist area

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Cosmetology

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  1. Cosmetology Developing Receptionist Skills

  2. Duties of a Receptionist • Greeter • Answer the phone • Book appointments • Inform stylist of clients arrival • Prepare daily appointment book • Recommend services to client • Knowledge of retail products • Straighten receptionist area • Maintain inventory and daily reports Cosmetology I: Developing Receptionist Skills

  3. Use of the Telephone • Make or change appointments • Seek new business • Remind clients of needed services • Answer questions • Handle complaints • Order equipment and supplies • Not to be used for personal phone calls Cosmetology I: Developing Receptionist Skills

  4. Good planning for telephone use • Assign the right person to a telephone task • Provide needed information to perform task • Have a reliable substitute • Provide a comfortable seat • Have a list of frequently called numbers Cosmetology I: Developing Receptionist Skills

  5. Good Telephone Usage • Have a pleasant voice • Show interest and concern; smile while you are talking • Be polite, respectful, and courteous • Be tactful • Plan calls Cosmetology I: Developing Receptionist Skills

  6. Complete Incoming Phone Calls • Say “Good Morning or Afternoon, May I help you?” • Answer promptly • Provide information requested promptly • Don’t carry on side conversations while on the phone Cosmetology I: Developing Receptionist Skills

  7. Ways to Book Appointments By Phone • Be familiar with services and procedures • Be fair when making assignments • If requested stylist is not available 1. Suggest another time 2. Suggest another stylist 3. Offer to call if there is a cancellation Cosmetology I: Developing Receptionist Skills

  8. Ways To Handle Complaints • Use self-control, tact, and courtesy • Be sympathetic, reassuring, and sincere • Try to resolve quickly and effectively • Apologize and explain reason for difficulty • Sympathize with client by understanding how they feel • Ask client how the salon might remedy the situation Cosmetology I: Developing Receptionist Skills

  9. Ways To Handle Complaints • Suggest a visit to salon to remedy situation • Refer call to manager/owner Cosmetology I: Developing Receptionist Skills

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