Modification History
The release details of this endorsed unit of competency are set out in the table below. The latest information is at the top.
Release |
Comments |
2 |
Editorial corrections. Competency field added. |
1 |
Initial release. |
Unit Descriptor
This unit describes the performance outcomes, skills and knowledge required to respond to service-related problems and client technical service dissatisfaction.
Application of the Unit
This unit applies to hairdressers in hairdressing salons, who deal directly with clients to provide personal and technical services.
Hairdressers in this context operate within a salon service framework where they are required to follow prescribed procedures to respond to client service-related problems or solve individual client dissatisfaction regarding the outcomes of a technical service, provided by self or others. This may involve recommending remedial technical service, referring back to the initial operator, or to a technical leader in the team. A person undertaking this role applies discretion and judgement and accepts responsibility for outcomes of own work.
Licensing/Regulatory Information
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Pre-Requisites
Nil
Employability Skills Information
This unit contains employability skills.
Elements and Performance Criteria Pre-Content
Not applicable.
Elements and Performance Criteria
Element |
Performance Criteria |
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. |
1. Respond to conflicts and client complaints. |
1.1. Identify potential and existing conflicts and seek solutions in conjunction with parties involved . 1.2. Recognise client dissatisfaction promptly and take action to resolve the situation according to individual level of responsibility and salon procedures . 1.3. Respond to complaints positively, sensitively and politely in consultation with the client. 1.4. Refer escalated complaints to the appropriate person according to individual level of responsibility and salon policy and procedures. 1.5. Maintain a positive and cooperative manner at all times. |
2. Propose remedial action to solve client technical dissatisfaction. |
2.1. Use open-ended questions to establish client level of dissatisfaction with current or recent service outcomes . 2.2. Paraphrase feedback and repeat back to confirm client concerns. 2.3. Examine and feel hair to analyse current appearance and condition of the hair. 2.4. Propose solutions and reach agreement with the client, according to salon procedures. 2.5. Proceed with or refer to the appropriate person and pre-book the client for remedial service. 2.6. Follow up with clients to confirm satisfaction with outcomes of remedial service, according to salon procedures. |
Required Skills and Knowledge
This section describes the skills and knowledge required for this unit. |
Required skills |
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Required knowledge |
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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. |
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Overview of assessment |
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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 access to:
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:
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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:
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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. |
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Parties involved may include: |
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Client may include: |
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Salon procedures may include: |
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Complaints may include: |
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Recent service outcomes may include: |
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Appearance and condition of the hair may include: |
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Solutions may include remedial: |
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Unit Sector(s)
Hairdressing
Competency Field
Client Service