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The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included. |
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Communication must include: | personaltelephoneverbal and non-verbalculturally appropriate greetings and farewells. |
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Clients may include: | new or regular clients with routine or special needsmale or female clientspeople from a range of social, cultural and ethnic backgrounds with varying physical and mental abilities. |
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Workplace policies and procedures may include: | communicating with clientscustomer service techniquespromoting products and serviceshandling complaintspersonal presentationrecord keepingscheduling clientssales and refundscomplaint resolution. |
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Client records may include: | online datapaper-based cards. |
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Client information may include: | type of treatments or servicesspecial client needs or requirementsdetailed treatment plansproducts usedhome-care products recommended and purchasedduration of treatmentdate and time of treatmentcharges and method of paymentname of staff providing treatment. |
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Record system may include: | online datahard copy records. |
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Relevant legislationand codes may include: | consumer lawprivacy lawoccupational health and safety regulationsanti-discrimination legislationindustry codes of practice. |
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Contingencies may include: | delaysunavailability of productsdissatisfaction with a previous service or product. |
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Additional levels of service may include: | extending the treatment periodoffering complementary beauty treatmentsoffering home-care productsproviding information on new products or servicesoffering hospitality. |
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Workplace policies and procedures may include: | communicating with clientscustomer service techniquespromoting products and serviceshandling complaintspersonal presentationrecord keepingscheduling clientscomplaint resolution. |
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Promotion of appropriate services and products may include: | complimentary services, treatments and productsdiscounted services, treatments and productsspecial packages of services, treatments and productsseasonal offers of services, treatments and productstrial or sample products. |
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Appointment system may include: | online datapaper-based appointment records. |
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Nature of complaint may include: | pricequality of servicetimeliness of servicerange of services. |
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Complaint resolution procedures may include: | referral to managerprovide a fuller explanation of product or treatmentrefund of chargesrepetition of beauty servicereplacement of product. |
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Documentation may be: | electronicpaper-based. |
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Special needs may include: | contraindications to products or servicesmobility or other disability assistancelanguage needs and cultural understandingspayment arrangements. |
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