Modification History
Not applicable.
Unit Descriptor
Unit descriptor |
This unit describes the performance outcomes, skills and knowledge required to deliver a complete customer service experience to clients in a personal services environment. It includes reception duties, scheduling client services, responding to client complaints, and identifying and responding to clients' special customer service needs. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement. |
Application of the Unit
Application of the unit |
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. |
Licensing/Regulatory Information
Not applicable.
Pre-Requisites
Prerequisite units |
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Employability Skills Information
Employability skills |
This unit contains employability skills. |
Elements and Performance Criteria Pre-Content
Elements describe the essential outcomes of a unit of competency. |
Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
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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. |
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1.3 |
Source client records and establish new cards as required. |
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1.4 |
Enter client information in record system according to workplace policies and procedures and relevant legislation and codes . |
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1.5 |
Direct client to designated area for specific beauty service. |
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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. |
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2.3 |
Farewell clients according to workplace policies and procedures . |
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2.4 |
Use positive verbal and non-verbal communication to develop rapport and maintain contact with client during customer service delivery. |
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2.5 |
Encourage repeat custom by promotion of appropriate services and products according to workplace policies and procedures. |
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2.6 |
Process sales, returns and refunds according to workplace policies and procedures. |
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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 . |
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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. |
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4.3 |
Promptly refer unresolved complaints to supervisor. |
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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. |
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4.5 |
Complete workplace documentation regarding client dissatisfaction or complaint. |
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4.6 |
Take follow-up action as necessary to ensure client satisfaction. |
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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. |
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5.3 |
Promptly service client needs, or refer or redirect as required. |
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Required Skills and Knowledge
REQUIRED SKILLS AND KNOWLEDGE |
This section describes the skills and knowledge required for this unit. |
Required skills |
The following skills must be assessed as part of this unit:
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Required knowledge |
The following knowledge must be assessed as part of this unit:
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Evidence Guide
EVIDENCE GUIDE |
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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. |
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Critical aspects for assessment and evidence required to demonstrate competency in this unit |
Evidence of the following is essential:
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Context of and specific resources for assessment |
Assessment must ensure:
Assessment must ensure access to:
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:
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Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
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Range Statement
RANGE STATEMENT |
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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. |
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Communication must include: |
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Clients may include: |
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Workplace policies and procedures may include: |
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Client records may include: |
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Client information may include: |
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Record system may include: |
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Relevant legislation and codes may include: |
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Contingencies may include: |
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Additional levels of service may include: |
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Workplace policies and procedures may include: |
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Promotion of appropriate services and products may include: |
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Appointment system may include: |
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Nature of complaint may include: |
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Complaint resolution procedures may include: |
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Documentation may be: |
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Special needs may include: |
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Unit Sector(s)
Sector |
Cross-Sector |
Competency field
Competency field |
Client Services |