Elements and Performance Criteria
- Receive clients.
- Welcome client to salon consistent with salon branding, market position and organisational policies and procedures.
- Identify client customer service needs, reasonable requests, or refer to supervisor.
- Source client records or start new record as required.
- Enter client information in record system.
- Direct client to designated service or waiting area.
- Provide customer service.
- Develop rapport and maintain contact with client during service delivery.
- Identify or anticipate contingencies and take action to maximise client satisfaction.
- Identify and act on opportunities to deliver additional levels of service beyond client’s immediate request.
- Encourage repeat custom through promotion of appropriate services and products.
- Process sales, returns and refunds as required, according to organisational policies and procedures.
- Farewell clients according to organisational policies and procedures.
- Schedule appointments for clients.
- Respond to client complaints.
- Establish nature of complaint and confirm with client.
- Implement complaint resolution procedures as required.
- Promptly refer unresolved complaints to supervisor.
- Take opportunities to turn client dissatisfaction into high quality customer service.
- Complete workplace documentation for client complaint.
- Take follow-up action to ensure client satisfaction.
- Respond to clients with special needs.
- Receive clients.
- Welcome client to salon consistent with salon branding, market position and organisational policies and procedures.
- Identify client customer service needs, reasonable requests, or refer to supervisor.
- Source client records or start new record as required.
- Enter client information in record system.
- Direct client to designated service or waiting area.
- Provide customer service.
- Develop rapport and maintain contact with client during service delivery.
- Identify or anticipate contingencies and take action to maximise client satisfaction.
- Identify and act on opportunities to deliver additional levels of service beyond client’s immediate request.
- Encourage repeat custom through promotion of appropriate services and products.
- Process sales, returns and refunds as required, according to organisational policies and procedures.
- Farewell clients according to organisational policies and procedures.
- Schedule appointments for clients.
- Respond to client complaints.
- Establish nature of complaint and confirm with client.
- Implement complaint resolution procedures as required.
- Promptly refer unresolved complaints to supervisor.
- Take opportunities to turn client dissatisfaction into high quality customer service.
- Complete workplace documentation for client complaint.
- Take follow-up action to ensure client satisfaction.
- Respond to clients with special needs.