When handling a phone call, always:

• A. Maintain self control
• B. Match the client's anger
• C. Promote salon discounts
• D. Speak louder than normal

Answer: (A)

Handling a phone call well hinges on staying calm and in control. When a client is upset, your best approach is to maintain self-control, keep your voice steady and respectful, and listen carefully to understand their concern and resolve it. This calm, professional stance helps de-escalate the situation, shows you’re dependable, and allows you to gather the right information to find a solution. Matching anger would only worsen the tension, promoting salon discounts has nothing to do with handling the call, and speaking louder can come across as aggressive and unprofessional. Stay composed and focused on addressing the client’s needs.