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Evidence Guide: SIHHCCS303A - Respond to service related and technical problems

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

SIHHCCS303A - Respond to service related and technical problems

What evidence can you provide to prove your understanding of each of the following citeria?

Respond to conflicts and client complaints.

  1. Identify potential and existing conflicts and seek solutions in conjunction with parties involved.
  2. Recognise client dissatisfaction promptly and take action to resolve the situation according to individual level of responsibility and salon procedures.
  3. Respond to complaints positively, sensitively and politely in consultation with the client.
  4. Refer escalated complaints to the appropriate person according to individual level of responsibility and salon policy and procedures.
  5. Maintain a positive and cooperative manner at all times.
Identify potential and existing conflicts and seek solutions in conjunction with parties involved.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recognise client dissatisfaction promptly and take action to resolve the situation according to individual level of responsibility and salon procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to complaints positively, sensitively and politely in consultation with the client.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer escalated complaints to the appropriate person according to individual level of responsibility and salon policy and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain a positive and cooperative manner at all times.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Propose remedial action to solve client technical dissatisfaction.

  1. Use open-ended questions to establish client level of dissatisfaction with current or recent service outcomes.
  2. Paraphrase feedback and repeat back to confirm client concerns.
  3. Examine and feel hair to analyse current appearance and condition of the hair.
  4. Propose solutions and reach agreement with the client, according to salon procedures.
  5. Proceed with or refer to the appropriate person and pre-book the client for remedial service.
  6. Follow up with clients to confirm satisfaction with outcomes of remedial service, according to salon procedures.
Use open-ended questions to establish client level of dissatisfaction with current or recent service outcomes.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Paraphrase feedback and repeat back to confirm client concerns.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Examine and feel hair to analyse current appearance and condition of the hair.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Propose solutions and reach agreement with the client, according to salon procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Proceed with or refer to the appropriate person and pre-book the client for remedial service.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow up with clients to confirm satisfaction with outcomes of remedial service, according to salon procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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.

Overview of assessment

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

Evidence of the following is essential:

anticipating potential conflicts and problems and taking preventative action

taking action to solve client service difficulties and complaints according to salon service procedures

assessing technical problems and working with clients to promote and plan remedial action

client follow-up to assess satisfaction with the outcomes of remedial procedures.

Context of and specific resources for assessment

Assessment must ensure access to:

a salon or a simulated salon environment that includes a range of work situations such as client interruptions and involvement in other related activities normally expected in the salon

a fully equipped salon which includes as a minimum:

a fully functional client reception area

a basin services area

fully equipped work stations suitable for services, including:

hair and scalp treatments

haircutting

hair design

hair colouring

hair lightening

reformation

straightening and relaxing services

a supply of clean towels

a supply of clean client gowns or wraps

relevant documentation, such as salon health and safety procedures

a range of clients with a variety of service and technical problems.

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

Method of assessment

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

direct observation of the candidate solving technical and service related problems

written or verbal questions appropriate to the language and literacy level of the learner to test knowledge which may include:

salon service standards and procedures

salon service times

salon prices

salon procedures for dealing with service and technical complaints

review of portfolios of evidence and third-party reports of on-the-job performance.

Guidance information for assessment

A unit of competency describes an individual skill but people rarely perform one skill at a time. Many skills are combined on a day-to-day basis in the workplace as part of work processes. This does not mean that each skill described by a unit of competency is pre-requisite to another— they are related skills.

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

SIHHIND303A Coordinate clients and services

SIRXCOM001A Communicate in the workplace

Required Skills and Knowledge

Required skills

communication skills to:

develop rapport with clients

interact with and engage clients in discussion regarding their concerns

use open-ended questions to establish areas of dissatisfaction

suggest remedial service strategies and products from the salon range

explain home hair-maintenance techniques and products

technical skills to:

recommend and plan the provision of suitable remedial services from the salon range

recommend remedial home care products from the salon range

Required knowledge

salon service standards and procedures

salon service times

salon prices

technical service outcomes

standards for a range of salon services

salon procedures for dealing with service and technical complaints

the salon home care product range

Range Statement

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.

Parties involved may include:

self

another operator who has performed the service

a client or their agent.

Client may include:

women

men

children

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

Salon procedures may include:

refund of product or service costs

complimentary products

complimentary services or vouchers

remedial technical services

referring technical complaints to a designated person for back-up support

client follow up.

Complaints may include:

service times

price

service offered

client comfort and safety

technical service outcomes

product performance

communication barriers or misunderstandings.

Recent service outcomes may include:

hair and scalp treatments

haircutting

hair design

hair colouring

hair lightening

reformation services

straightening and relaxing services

hair extensions.

Appearance and condition of the hair may include:

colour and tone

haircut design

design finish

degree of chemical curl or volume

degree of chemical relaxation

condition

porosity

damage to hair structure.

Solutions may include remedial:

hair colour services

haircut services

chemical reformation

hair or scalp treatments

hair design finishes

home care products.