SHBXCCS008 - Provide salon services to clients
Nominal hours
Location
Prerequisites
Co-requisites
(Corequisite units must be studied concurrently with this unit)
Overview
This unit describes the performance outcomes, skills and knowledge required to provide a complete customer salon service experience.
It requires the ability to communicate with clients face-to-face or by telephone, schedule appointments, complete salon treatments, 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.
Assessment
For Melbourne campuses
Assessment tasks will be designed to reinforce & extend knowledge and skill competence within set & controlled parameters in accordance with each unit’s learning outcomes & performance criteria requirements, including the setting of work based practical application tasks designed to provide evidence of competence outcomes, within periodic and scheduled timelines.
Students will be expected to demonstrate the following required skills:
• integrate hairdressing or beauty technical skills, and provide customer service and treatments to hairdressing or beauty clients for a minimum of six, 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 appropriately, taking into account:
• diversity needs
• cultural needs
• non-gender specific identities
• 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 for before, during and after client treatments
• interpreting and maintaining client records
• receiving clients and making appointments
• resolving complaints with remedial actions
• scheduling client appointments.
Students will also be expected to demonstrate the following knowledge:
• 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:
• oral
• written
• digital
• 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
• non-gender specific identities
• 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
• email
• messages taken in person
• workplace product and service range.
Required reading
The qualified trainer and assessor will provide teaching and learning materials as required in the form of workbooks produced by Victoria University and/or via the Victoria University e-learning system.
As part of a course
This unit is studied as part of the following course(s):