This unit describes the function of performing a range of customer service tasks in personal services environments, such as beauty salons, hairdressing salons, nail salons and spas.

Communication regarding client service needs may be face-to-face or by telephone.

The unit applies to both beauty operators performing treatments who may also undertake reception duties, and also to reception area staff.

ELEMENT

PERFORMANCE CRITERIA

1

Receive clients.

1.1

Communicate with clients according to workplace policies and procedures.

1.2

Meet client customer service needs and reasonable requests or refer to a supervisor according to workplace policies.

1.3

Source client records and establish new cards as required.

1.4

Enter client information in record system according to workplace policies and procedures and relevant legislation and codes.

1.5

Direct client to designated area for specific beauty service.

2

Deliver customer service to clients.

2.1

Identify or anticipate possible contingencies and take action to maximise client satisfaction.

2.2

Recognise and act upon opportunities to deliver additional levels of service beyond client's immediate request.

2.3

Farewell clients according to workplace policies and procedures.

2.4

Use positive verbal and non-verbal communication to develop rapport and maintain contact with client during customer service delivery.

2.5

Encourage repeat custom by promotion of appropriate services and products according to workplace policies and procedures.

2.6

Process sales, returns and refunds according to workplace policies and procedures.

3

Schedule clients.

3.1

Schedule appointments according to the length of time required for services, availability of staff, and space and workplace policies and procedures.

3.2

Confirm appointments with client and record details on appointment system.

4

Respond to client complaints.

4.1

Establish nature of complaint by active listening and questioning and confirm with client.

4.2

Implement complaint resolution procedures when required according to workplace procedures.

4.3

Promptly refer unresolved complaints to supervisor.

4.4

Take opportunities to turn incidents of client dissatisfaction into a demonstration of high quality customer service in line with workplace policies and procedures.

4.5

Complete workplace documentation regarding client dissatisfaction or complaint.

4.6

Take follow-up action as necessary to ensure client satisfaction.

5

Identify clients' special customer service needs.

5.1

Promptly identify clients with special needs or requirements by observation and questioning.

5.2

Verbally and non-verbally convey a willingness to assist clients.

5.3

Promptly service client needs, or refer or redirect as required.

Required skills

The following skills must be assessed as part of this unit:

customer service skills to sell products and beauty services

communication skills to receive and schedule clients, make appointments and resolve complaints, including:

listening and questioning techniques

verbal and non-verbal communication skills

negotiation techniques

greeting and farewelling techniques

dealing with clients in a culturally appropriate manner

telephone techniques

conflict-resolution skills, including techniques for dealing with difficult or abusive clients

literacy skills to access, interpret and maintain client records

numeracy skills to calculate service and appointment times.

Required knowledge

The following knowledge must be assessed as part of this unit:

clients' special needs

workplace policies and procedures in regard to personal presentation, record keeping, sales, returns and refunds, receiving and scheduling clients, and making appointments

workplace features, including:

workplace product and service range

location of workplace areas and sections

function and use of workplace telephone and appointment system

messages taken in person or by telephone

client record system

written record of complaints.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

applying workplace policies and procedures and safe work practices in regard to the provision of service to clients

effectively scheduling clients and making appointments

providing a consistently welcoming client environment by treating clients in a courteous, professional manner using culturally appropriate greetings and farewells

interpreting the nature of client complaints and taking appropriate action to resolve complaints

using effective questioning and active listening techniques to consult, reassure and negotiate with clients, while maintaining discretion and confidentiality

using time effectively.

Context of and specific resources for assessment

Assessment must ensure:

that competency is consistently demonstrated over a period of time and observed by the assessor or the technical expert working in partnership with the assessor as described in the Assessment Guidelines

that competency is demonstrated in the workplace or a simulated workplace environment in a range of real work situations which may include client interruptions and involvement in other related activities normally expected in the workplace.

Assessment must ensure access to:

an environment, which includes as a minimum:

reception desk

telephone

retail display area

computer with a salon software system

relevant workplace documentation including:

manufacturer's equipment instructions

product instructions

workplace policy and procedure manuals, including customer service techniques, personal presentation, complaint handling and complaint resolution

a range of clients with different service requirements.

For further guidance on the use of an appropriate simulated environment, refer to the Assessment Guidelines in this Training Package.

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

observation of learners performing a range of tasks in an actual or simulated work environment, over sufficient time to demonstrate handling of a range of contingencies, including:

making appointments for clients

providing advice on services for clients

identifying client special needs

responding to client complaints

role play, written and oral questioning appropriate to the language and literacy level of the learner, to assess knowledge and understanding of:

appointment planning

communication and problem solving

completion of workplace documentation relevant to the provision of service to clients

third-party reports from technical experts.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

SIBBCCS302A Advise on beauty services

SIBXCCS201A Conduct financial transactions

SIRXCOM001A Communicate in the workplace.

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.

Communication must include:

personal

telephone

verbal and non-verbal

culturally appropriate greetings and farewells.

Clients may include:

new or regular clients with routine or special needs

male or female clients

people from a range of social, cultural and ethnic backgrounds with varying physical and mental abilities.

Workplace policies and procedures may include:

communicating with clients

customer service techniques

promoting products and services

handling complaints

personal presentation

record keeping

scheduling clients

sales and refunds

complaint resolution.

Client records may include:

online data

paper-based cards.

Client information may include:

type of treatments or services

special client needs or requirements

detailed treatment plans

products used

home-care products recommended and purchased

duration of treatment

date and time of treatment

charges and method of payment

name of staff providing treatment.

Record system may include:

online data

hard copy records.

Relevant legislationand codes may include:

consumer law

privacy law

occupational health and safety regulations

anti-discrimination legislation

industry codes of practice.

Contingencies may include:

delays

unavailability of products

dissatisfaction with a previous service or product.

Additional levels of service may include:

extending the treatment period

offering complementary beauty treatments

offering home-care products

providing information on new products or services

offering hospitality.

Workplace policies and procedures may include:

communicating with clients

customer service techniques

promoting products and services

handling complaints

personal presentation

record keeping

scheduling clients

complaint resolution.

Promotion of appropriate services and products may include:

complimentary services, treatments and products

discounted services, treatments and products

special packages of services, treatments and products

seasonal offers of services, treatments and products

trial or sample products.

Appointment system may include:

online data

paper-based appointment records.

Nature of complaint may include:

price

quality of service

timeliness of service

range of services.

Complaint resolution procedures may include:

referral to manager

provide a fuller explanation of product or treatment

refund of charges

repetition of beauty service

replacement of product.

Documentation may be:

electronic

paper-based.

Special needs may include:

contraindications to products or services

mobility or other disability assistance

language needs and cultural understandings

payment arrangements.

Sector

Cross-Sector

Client Services

This unit contains employability skills.