Processing a Nail Service Appointment (Sample Script)

June 03, 2020

Processing a Nail Service Appoinment

(Telephone Call)

Phone Etiquitte

1. Answer the call on the first ring or before the 3rd ring

2. Be polite.Use polite words and expressions.

3. Always thank the caller for information provided, for waiting on hold, and for choosing your business.

4. Always ask the caller for permission before putting them on hold.

5. Always keep calm specially when handling irate customer.

Opening Spiel

* Greeting

* Name of the Salon

* Your name

* Offering assistance

Closing Spiel

* Thank the caller

* Name of the Salon ( This is to advertise and promote the Salon)

Sample Telephone Call @ Natural Nail Salon (Processing a Nail Service Appoinment)

Salon Receptionist: Good morning! Thank you for calling Natural Nail Salon. I'm Rica, Salon receptionist. How may I help you?

Caller: Hi! I'd like to book for an appointment.

Salon Receptionist: I'll be happy to assist you with your appointment Ma'am. May I have your first and last name?

(Ask the caller to spell out her name/ use Alphabet to spell it out. Ex. A Alpha B as Beta)

(If you didn't get it say: Could you repeat that. I'm sorry please repeat that.)

Caller: Yes, I'm Ana Cruz

Salon Receptionist: Thank you. Miss Cruz what service would you like to book?

Caller: I'd like to book for manicure and pedicure service appointment.

Salon Receptionist: Ok Miss Cruz I have booked manicure and pedicure service appointment for you. (Check manicure and pedicure in the Reservation Form)

May I know your preferred appointment date and time?

Caller: I'd like to book them for November 30, 2019 at 3pm pls.

Salon Receptionist: Ok could you hold on for a minute Miss while I check our schedule.

Caller: Ok

Salon Receptionist: Thank you! (Be back in less than a minute as promised.If you need more time then go back to the caller and ask if she can wait for another minute while you check the schedule. Always thank the caller for waiting)

(Check the availability of the date and time) After few seconds...

Salon Receptionist: Thank you for patiently waiting Miss Cruz. I'm happy to inform you that Novemeber 30, @3pm is still available and I already reserved it for you.

Caller: Ok.

Salon Receptionist: Ms Cruz, parafin wax treatment is available now in our Salon.It's a hand treatment for the hand that helps remove dead skin and smoothen your skin. Would you like to try it?

Caller: No thanks

Salon Receptionist: Ok Ms Cruz. Let me just verify the information here with me. You booked an appòntment for manicure service which cost Php200 and pedicure which cost Php250 on November 30, 2019 @3pm

Caller: Yes

Salon Receptionist: That's for a total of 450.00 service charge. How would you like pay for the service. Is it thru cash, check or credit card.

Caller: Cash pls

Salon Receptionist: Is there anything else I may assist you with Miss Cruz?

Caller: No that's all.

Salon Receptionist: Ok Ms Carter. See you on November 30. Thank you for calling Natural Nail Salon.Have a nice day!

Checklist for Telephone Nail Care Service Reservation Practicum

1. The student greeted the guest with proper opening spiel.

2. The student sounded friendly and happy to assist. (Smiling voice)

3. The student was able to record all the needed information. (Pls refer to the reservation form).

4. The student used polite words like 'may I and thank you.

5. The student repeated and verified the information for reservation.