Elements and Performance Criteria
- Develop and implement quality client service practices.
- Develop policies and procedures, in line with organisation’s personal services values, for sales and quality treatment provision and communicate to staff.
- Seek and use client feedback to improve sales and service and share information with staff.
- Encourage staff to take responsibility for meeting client needs and to assist each other to achieve optimum service.
- Monitor staff efficiency and service to ensure standards are met.
- Resolve treatment and service related complaints referred by team members.
- Assess effectiveness of client sales and service practices, including corrective actions.
- Identify, in consultation with staff, systematic problems and adjust practices to improve service quality.
- Maintain and improve sales and profits.
- Price services based on hourly expenses, treatment time, target profit margin and analysis of client demographic.
- Set, communicate, and regularly review staff product and treatment sales targets and periods.
- Monitor progress towards targets, provide feedback on performance and encourage staff to increase their average client bill.
- Implement staff incentive schemes to increase product sales and client re-booking.
- Coordinate staff training and support.
- Recognise opportunities to increase sales, safety and treatment service capabilities and arrange relevant staff training.
- Organise staff product and treatment supplier training to support the introduction of new equipment, products and services.
- Allocate a mentor or supervisor to staff in training to ensure on and off-the-job training are blended according to a training plan.
- Resource and maintain work operations to support sales and service delivery.
- Maintain staff salaries and working conditions in line with current awards, legislation and organisational policies.
- Plan, allocate and maintain adequate resources and stock for optimum sales and service.
- Assess current workloads and allocate work to utilise strengths and attributes of individual team members.
- Regulate access to and use of treatment products to ensure waste minimisation for profitability and environmental sustainability.
- Establish and communicate systems for cleaning, storing and maintaining tools and equipment for optimum use and according to manufacturer instructions.
- Repair or replace faulty equipment as soon as practicable without disruption to service levels.
- Maintain accurate records for sales, service and operational issues.