Assessment Requirements for SHBXCCS008 Provide salon services to clients

Release: 1

Assessment Requirements for SHBXCCS008 Provide salon services to clients

Modification History

Supersedes and is not equivalent to SHBXCCS002 Provide salon services to clients.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

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.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

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.

Assessment Conditions

Skills must be demonstrated in a personal services salon environment; this can be:

an industry workplace or

a simulated workplace set up for the purpose of skills assessment, that provides services to paying members of the public.

Assessment must ensure access to:

paying clients, both new and regular, with different client service requirements, who have the expectation that the services provided reflect those of a commercial business

relevant organisational policies and procedures for customer service:

customer service techniques

personal presentation

complaint resolution

client treatments.

Assessment must ensure use of:

paying clients with different salon service requirements, who have the expectation that the services provided reflect those of a commercial business

salon software system or appointment book system

reception desk

retail display area

telephone

treatment area.

Assessment activities that allow the individual to:

complete salon services and treatments within commercially realistic speed, timing and productivity requirements

demonstrate competency in an environment reflective of real work situations

manage tasks and contingencies in the context of the job role.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=255d312b-db07-48f2-b6d6-1b0b06c42898