Application
This unit describes the performance outcomes, skills and knowledge required to provide a complete customer service experience.
It requires the ability to communicate with clients face-to-face or by telephone, schedule appointments, attend and respond to client complaints, and assist clients with special needs.
This unit applies to workers in personal service environments including beauty and hairdressing salons, nail salons and spas. In these environments, they make routine service decisions within a defined range.
No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Elements and Performance Criteria
ELEMENTS | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Receive clients. | 1.1 Welcome client to salon consistent with salon branding, market position and organisational policies and procedures. 1.2 Identify client customer service needs, reasonable requests, or refer to supervisor. 1.3 Source client records or start new record as required. 1.4 Enter client information in record system. 1.5 Direct client to designated service or waiting area. |
2. Provide customer service. | 2.1 Develop rapport and maintain contact with client during service delivery. 2.2 Identify or anticipate contingencies and take action to maximise client satisfaction. 2.3 Identify and act on opportunities to deliver additional levels of service beyond client’s immediate request. 2.4 Encourage repeat custom through promotion of appropriate services and products. 2.5 Process sales, returns and refunds as required, according to organisational policies and procedures. 2.6 Farewell clients according to organisational policies and procedures. |
3. Schedule appointments for clients. | 3.1 Schedule appointments according to length of time required for services, availability of staff, and equipment space. 3.2 Confirm appointments with client and cancel or reschedule as required. 3.3 Record details in appointment system. |
4. Respond to client complaints. | 4.1 Establish nature of complaint and confirm with client. 4.2 Implement complaint resolution procedures as required. 4.3 Promptly refer unresolved complaints to supervisor. 4.4 Take opportunities to turn client dissatisfaction into high quality customer service. 4.5 Complete workplace documentation for client complaint. 4.6 Take follow-up action to ensure client satisfaction. |
5. Respond to clients with special needs. | 5.1 Identify clients with special needs through observation and questioning. 5.2 Convey a willingness to assist clients. 5.3 Promptly service client needs, or refer and redirect as required. |
Evidence of Performance
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.
Evidence of Knowledge
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
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
messages taken in person
workplace product and service range.
Assessment Conditions
Skills must be demonstrated in a personal services salon environment; this can be:
an industry workplace or
a simulated workplace set up for the purpose of skills assessment, that provides services to paying members of the public.
Assessment must ensure access to:
paying clients, both new and regular, with different client service requirements, who have the expectation that the services provided reflect those of a commercial business
relevant organisational policies and procedure manuals for customer service:
customer service techniques
personal presentation
complaint resolution.
Assessment must ensure use of:
computer with salon software system
reception desk
retail display area
telephone.
Assessment activities that allow the individual to:
complete salon services within commercially realistic speed, timing and productivity requirements
demonstrate competency in an environment reflective of real work situations
manage tasks and contingencies in the context of the job role.
Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors.
Foundation Skills
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement. | |
Skill | Description |
Oral communication skills to: | use open and closed probe questions to clarify and confirm client requirements and complaints. |
Numeracy skills to: | calculate treatment times. |
Planning and organising skills to: | deal with clients in a logical sequence so that clients are served effectively. |
Teamwork skills to: | handover clients to colleagues for services. |
Self-management skills to: | maintain discretion and client confidentiality. |
Technology skills to: | operate telephone equipment use electronic communication media operate computer with salon software system to schedule appointments. |
Sectors
Cross-Sector
Competency Field
Client Services