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Elements and Performance Criteria

1. 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.
2. 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.
3. Schedule appointments for clients.
   • Schedule appointments according to length of time required for services, availability of staff, and equipment space.
   • Confirm appointments with client and cancel or reschedule as required.
   • Record details in appointment system.
4. 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.
5. Respond to clients with special needs.
   • Identify clients with special needs through observation and questioning.
   • Convey a willingness to assist clients.
   • Promptly service client needs, or refer and redirect as required.
6. 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.
7. 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.
8. Schedule appointments for clients.
   • Schedule appointments according to length of time required for services, availability of staff, and equipment space.
   • Confirm appointments with client and cancel or reschedule as required.
   • Record details in appointment system.
9. 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.
10. Respond to clients with special needs.
    • Identify clients with special needs through observation and questioning.
    • Convey a willingness to assist clients.
    • Promptly service client needs, or refer and redirect as required.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role and:

integrate hairdressing or beauty technical skills, and provide service to hairdressing or beauty clients for a minimum of twelve, three hour work periods that individually or in combination demonstrate:

accessing client records

appropriate verbal and non-verbal communication

correct telephone techniques

dealing with clients in a culturally appropriate manner

dealing with difficult or abusive clients

effective questioning and active listening techniques to establish client needs

face to face communication techniques

greeting and farewelling techniques

interpreting and maintaining client records

receiving clients and making appointments

resolving complaints with remedial actions

scheduling client appointments.

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Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

principles of quality customer service and positive communication techniques:

voice tonality and volume

body language

essential features, conventions and usage of these types of communication media:

telephone

email

letters

industry expectations of hairdressing and beauty workers:

professional service standards

attitudes to working with clients

ethics of professional behaviour

personal presentation and hygiene standards

federal, state or territory legislation relevant to providing salon service to clients:

anti-discrimination

consumer protection

privacy

work health and safety

organisational policies and procedures:

communicating with clients

handling and resolving complaints

customer service techniques

personal grooming and presentation

product returns

promoting products and services

receiving clients

record keeping

sales and refunds

scheduling clients

work health and safety

possible remedial actions for resolving client complaints:

complimentary service

fuller explanation

referral to supervisor

refund of charges

replacement of product

samples

special packages of services

special needs of client:

language needs and cultural understandings

mobility or other disability assistance

payment arrangements

organisational processes and equipment:

client record system

functions and use of appointment system

functions and use of telephone

location of workplace areas and sections

message procedures for:

telephone

email

messages taken in person

workplace product and service range.

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