SHBXCCS002 - Provide salon services to clients

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Unit code: SHBXCCS002 | Study level: TAFE
City Campus
City King St


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.


For Melbourne campuses

Assessment tasks will be designed to reinforce and extend knowledge and skill competence within set and controlled parameters in accordance with each unit’s learning outcomes and 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 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, and; scheduling client appointments.

Required reading

The qualified trainer and assessor will provide teaching and learning materials as required in the form of workbooks produced by the Polytechnic and/or via the Polytechnic e-learning system.

As part of a course

This unit is studied as part of the following course(s):

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