Assisting with Action: Great Customer Service over the Phone


Let’s talk about customer service over the phone – or what we love to call it in our 4 step check in (from the Front Desk Script Guide) – Assisting with Action.

We always want to make sure we are assisting our guests with the purpose of the call.

This means listening and taking action on what they need – answering questions about services, recommending a service provider, getting a reservation rescheduled or booking a new reservation. Handling their requests in a timely and kind manner is key in delivering excellent guest service.

We don’t want to stop with meeting their expectations and handling their requests  – we want to go above and beyond to create a bigger, better, different customer experience. How?

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Here are our 4 ways to amp up your customer service over the phone:

  1. Offer Additional Services
    • This is a great opportunity to cross promote departments and offer your clients the opportunity to upgrade their appointment to a manicure during their color processing time.
  2. Current Specials and Promotions
    • Informing clients about your existing retail promotions and special offers can plant the seed for an in-salon purchase during their next appointment. It gives them something extra to look forward to when they come in!
  3. Positive Attitude with a Great Voice Inflection and Tone
    • Smiling effects voice inflection too! Even though you cannot be seen visually, having a smile along with great voice inflection and tone can ensure that your guests has a positive impression of their experience.
  4. Have a Plan: How to Handle Difficult Guests
    • You need to equip your team with the knowledge of how to handle two different scenarios:
      • What is a minor situation and can be deescalated through a giveaway or refund.
      • What is a major situation and should require the involvement of a manager.


For assistance with customizing your in-salon scripts and offers at the front desk, simply fill out the form below!

    It is recommended that only salon owners are contacted regarding the front desk workshops. This way our experts can get a clear understanding of what YOUR needs are and schedule your in salon workshop for your team!

What do you think? How do YOU exceed your clients expectations over the phone?



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