Provide information and advice to customers in a salon environment

Transcription

1 Provide information and advice to customers in a salon environment UV21464 R/504/1610 Learner name: VRQ Learner number:

2 VTCT is the specialist awarding body for the Hairdressing, Beauty Therapy, Complementary Therapy, Hospitality and Catering and Sport and Active Leisure sectors, with over 45 years of experience. VTCT is an awarding body regulated by national organisations including Ofqual, SQA, DfES and CCEA. VTCT is a registered charity investing in education and skills but also giving to good causes in the area of facial disfigurement. Statement of unit achievement By signing this statement of unit achievement you are confirming that all learning outcomes, assessment criteria and range statements have been achieved under specified conditions and that the evidence gathered is authentic. This statement of unit achievement table must be completed prior to claiming certification. Unit code Date achieved Learner signature Assessor initials IV signature (if sampled) Assessor tracking table All assessors using this Record of Assessment book must complete this table. This is required for verification purposes. Assessor name Assessor signature Assessors initials Assessor number (optional)

3 UV21464 Provide information and advice to customers in a salon environment The aim of this unit is to develop the knowledge, understanding and practical skills required to provide information and advice to customers. You will learn how to deal with customer complaints, following the relevant regulations, policies and procedures. UV21464_v4

4 Level 2 Credit value 3 GLH 25 Observation(s) 2 External paper(s) 0

5 Provide information and advice to customers in a salon environment Learning outcomes On completion of this unit you will: 1. Be able to provide information and advice to customers 2. Be able to assist customers when dealing with complaints 3. Know how to provide information and advice to customers 4. Understand the importance of assisting customers with complaints Evidence requirements 1. Environment Evidence for this unit may be gathered within the workplace or realistic working environment (RWE). 2. Simulation Simulation may be used in this unit, where no naturally occurring evidence is available. You need to meet the same standard on a regular and consistent basis. Separating the assessments by a period of at least two weeks is recommended as competence must be demonstrated on a consistent and regular basis. 4. Knowledge outcomes There must be evidence that you possess all the knowledge and understanding listed in the Knowledge section of this unit. In most cases this can be done by professional discussion and/or oral questioning. Other methods, such as projects, assignments and/or reflective accounts may also be used. 5. Tutor/Assessor guidance You will be guided by your tutor/assessor on how to achieve learning outcomes in this unit. All outcomes must be achieved. 6. External paper There is no external paper requirement for this unit. 3. Observation outcomes Competent performance of Observation outcomes must be demonstrated on at least two occasions. Assessor observations, witness testimonies and products of work are likely to be the most appropriate sources of performance evidence. Professional discussion may be used as supplementary evidence for those criteria that do not naturally occur. Assessed observations should not be carried out on the same day for the same learning outcome. There should be sufficient time between assessments for reflection and personal development. UV

6 Achieving observations and range Achieving observation outcomes Your assessor will observe your performance of practical tasks. The minimum number of competent observations required is indicated in the Evidence requirements section of this unit. Achieving range There is no range section that applies to this unit. Criteria may not always naturally occur during a practical observation. In such instances you will be asked questions to demonstrate your competence in this area. Your assessor will document the criteria that have been achieved through professional discussion and/or oral questioning. This evidence will be recorded by your assessor in written form or by other appropriate means. Your assessor will sign off a learning outcome when all criteria have been competently achieved. 4 UV21464

7 Observations Learning outcome 1 Be able to provide information and advice to customers You can: a. Communicate in a manner that creates confidence and trust, and maintains goodwill b. Follow salon policy for providing information and advice to customers* c. Provide clear, accurate and up-to-date information and advice on salon products and services to customers d. Check for customer understanding of the information and advice provided e. Use alternative methods to help customers when the information and advice given is not satisfactory f. Demonstrate when to seek assistance with providing information and advice to customers *May be assessed by supplementary evidence. Observation 1 2 Optional Date achieved Criteria questioned orally Portfolio reference Assessor initials Learner signature UV

8 Learning outcome 2 Be able to assist customers when dealing with complaints You can: a. Follow legal requirements and salon policies and procedures for dealing with customer complaints* b. Identify the nature of the complaint from information obtained from customers* c. Acknowledge the customer complaint clearly and accurately and apologise to the customer d. Demonstrate how to assess customer complaints and decide what action to take e. Refer customer complaints promptly when necessary and explain the referral procedure clearly to the customer *May be assessed by supplementary evidence. Observation 1 2 Optional Date achieved Criteria questioned orally Portfolio reference Assessor initials Learner signature 6 UV21464

9 Developing knowledge Achieving knowledge outcomes You will be guided by your tutor and assessor on the evidence that needs to be produced. Your knowledge and understanding will be assessed using the assessment methods listed below*: Projects Observed work Witness statements Audio-visual media Evidence of prior learning or attainment Written questions Oral questions Assignments Case studies Professional discussion When a criterion has been orally questioned and achieved, your assessor will record this evidence in written form or by other appropriate means. There is no need for you to produce additional evidence as this criterion has already been achieved. Some knowledge and understanding outcomes may require you to show that you know and understand how to do something. If you have practical evidence from your own work that meets knowledge criteria, then there is no requirement for you to be questioned again on the same topic. *This is not an exhaustive list. UV

10 Knowledge Learning outcome 3 Know how to provide information and advice to customers You can: Portfolio reference a. Identify the salon policy for giving information and advice to customers b. Describe effective methods of providing information and advice used in a salon environment c. State how to maintain customer loyalty and confidence while dealing with requests for information and advice 8 UV21464

11 Learning outcome 4 Understand the importance of assisting customers with complaints You can: Portfolio reference a. Describe salon procedures for dealing with customer complaints b. Identify the roles and responsibilities of salon staff when dealing with customer complaints c. Outline personal responsibilities for dealing with customer complaints UV

12 Unit content This section provides guidance on the recommended knowledge and skills required to enable you to achieve each of the learning outcomes in this unit. Your tutor/assessor will ensure you have the opportunity to cover all of the unit content. Learning outcome 1: Be able to provide information and advice to customers Communicate in a manner that creates confidence and trust, and maintains goodwill: Speak clearly/calmly, be polite, do not interrupt, positive body language and facial expressions (smile, posture, stand upright, hand gestures, eye contact, keep head up, keep respectable distance from the client), listening carefully (nod when a client is speaking, repeat important information), be honest and transparent. Follow salon policy for providing information and advice to customers: Information and advice listen to clients needs, provide advice, be honest, clear, remain within limits of authority, refer to senior member of staff when required. Provide clear, accurate and up-todate information and advice on salon products and services to customers: Clear and accurate appropriate for clientele, avoid technical jargon. Up-to-date avoid out-of-date information, latest manufacturer s instructions, recent training. Information verbal, written, visual, information (price list, opening times, services offered (including other sectors), promotions, restrictions on products). Products and services visual display, salon menu/price list, demonstrate use of products, realistic, honest, product limitations, influencing factors on services. Check for customer understanding of the information and advice provided: Clients facial expression, (smiling, looking puzzled, confused), interact with client (open questioning), read body language (cultural, gender, personal differences, can communicate different meaning), ask client to clarify understanding. Use alternative methods to help customers when the information and advice given is not satisfactory: Change method used, use all three methods. Visual magazine images, colour charts, demonstration. Written manufacturer s instructions, price list, posters, vouchers. Verbal simple terms (non-jargon), seek support. Demonstrate when to seek assistance with providing information and advice to customers: Know your limits of responsibility and level of ability and when to seek advice. When unclear of the advice or information. 10 UV21464

13 Learning outcome 2: Be able to assist customers when dealing with complaints Follow legal requirements and salon policies and procedures for dealing with customer complaints: Legal requirements current legislation and regulations (data protection, trades description, sale of goods and services, supply of goods and services, consumer protection, retail prices, disability discrimination, equal opportunities), business trading requirement, customer right to complain, investigate complaints. Salon procedure first stage complaint, request information, apologise, assess level of responsibility, take client to quiet area, record details (date, time, nature of complaint, recorded by, action taken), supportive/sympathetic, refer to senior staff (second stage), follow instructions for corrective work. Identify the nature of the complaint from information obtained from customers: Use open questions, obtain facts (date, time, stylist, service), clarify information, repeat back, do not interrupt, stick to facts, take photograph if possible. Acknowledge the customer complaint clearly and accurately and apologise to the customer: Demonstrate that you are taking action to address the complaint, document relevant facts, involve correct staff, acknowledge complaint. Investigate complaint discuss with staff involved, make notes of all conversations. Apologies sincere, timely, appropriate tone of voice, body language, facial gestures. How to assess customer complaints and decide what action to take: Investigate complaint thoroughly before making decisions. Assessing customer complaints establish facts, analyse complaint, justified/ not justified, do not admit liability, consult with senior staff, establish what will resolve complaint. Action to take refund money, vouchers for future service, complimentary treatment, free products. Refer customer complaints promptly when necessary and explain the referral procedure clearly to the customer: Identify correct staff for referral, pass on established facts (verbally, written), timely fashion, without delay, ensure clients contact details correct for follow-up. Explanation of the referral procedure for customer explain what is happening, who is involved, timescales of complaint (immediate, if delayed). UV

14 Learning outcome 3: Know how to provide information and advice to customers Identify the salon policy for giving information and advice to customers: Provide accurate up-to-date information, use business literature (price list, vouchers, information leaflet), use variety of methods (verbal, visual, written), avoid technical jargon, only advise if qualified, seek advice if unsure, pass to senior staff, check customer happy with information. Effective methods of providing information and advice used in a salon environment: Promotions, displays, communication (visual, verbal, written), websites, window stickers, show cards, posters, staff. How to maintain customer loyalty and confidence while dealing with requests for information and advice: Honesty, transparent, relevant, clear information, avoid jargon, suitable per customer, personalise information/advice, link customer need to information/advice, do not generalise. Learning outcome 4: Understand the importance of assisting customers with complaints Salon procedures for dealing with customer complaints: Acknowledge complaint, gather facts, record details, provide speedy response, present a solution (corrective service, complimentary products, discount vouchers, future services), take action, follow up complaint, ensure customer satisfaction, unresolved complaints lose business. The roles and responsibilities of salon staff when dealing with customer complaints: Junior stylist first stage complaint, gather facts, refer to senior stylist, limited ability to make decisions. Senior stylist first stage complaint, second stage complaint, gather facts, receive referral, some authority to make decisions, refer to manager/owner. Salon owner/manager first stage complaint, second stage complaint, gather/ receive facts, receive referral, present solution, follow up complaint, implement training. Outline personal responsibilities for dealing with customer complaints: Remain professional, question the client (open/closed questions), take complaint seriously, act immediately, respect client, be courteous, stay calm, do not argue, do not make promises, listen carefully, have empathy, refer to senior member of staff. 12 UV21464