This unit (SHBXCCS002) 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.

Unit details

Study level:
Vocational and further education (TAFE)
Unit code:

Contact VU Polytechnic


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.Students will also be expected to demonstrate the following knowledge: - principles of quality customer service and positive communication techniques; - essential features, conventions and usage of these types of communication media; - industry expectations of hairdressing and beauty workers; - federal, state or territory legislation relevant to providing salon service to clients; - organisational policies and procedures; - possible remedial actions for resolving client complaints; - special packages of services; - special needs of client, and; - organisational processes and equipment.

Where to next?

As part of a course

This unit is studied as part of the following courses. Refer to the course page for information on how to apply for the course.

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