How to Provide Service to Clients - Assignment Example

Activities for SIBXCCS202A Provide service to clients Complete the following activities using resources that are available on Moodle or in you library. Once you have completed all the activities you may submit to your lecturer. This can be done by either uploaded via Moodle or you may print your activities and hand to your lecturer. By submitting you declare all work is your own and you are aware of, and abide by TAFE SA`s policy on plagiarism and cheating. Student Name: Lecturer: Date: Activities completed: Lecturer signature: Learning activity 1 Write down the greetings you could use in the following areas: Answering the telephone: Greeting a new for a new client as they approach the counter: “Hello, welcome to Mosh Salon, how may I help you?” Greeting a new for an existing client as they approach the counter: “Can see you’re here Linda. We are ready for you-just get in and you will be started. How are you anyway?” Informing client that their operator is running late for their appointment: “Good morning madam. Have a seat please. Everything will be ready in a few minutes. Can I get some water for you? Or should I take you through the process? What information may be gathered when creating a client record card? Name of the client, address, city, state, zip, home phone, work phone, mobile, birthday, occupation, e-mail, medical conditions/allergies, medication being taken, referred by. Where and how must the information be stored? The client information can be recorded in client’s respective files and/company’s secured database and encrypted with tight software. Access to client record system should be limited to authorized personnel only and restricted to unauthorized persons Learning activity 2 Complete the following table, identifying the specific follow up action required for each client, and then write some of new client request in the table below. A client wants to return a product, which was especially ordered for her Note down all the details regarding the product, Assure the customer of immediate follow up, Start following up immediately, and find a resolution either by replacing the product or working out a refund plan. A client want to return a product that she has had an allergic reaction to Record all the client and purchase information, Make an assurance of following up immediately, Follow up and find a resolution, you may replace the product, offer a therapist to attend to the client free of charge, or even promise a discount for the next purchase A client brings a small dog on a lead into the workplace Approach the client politely, explain to the client about the setbacks and why you don’t allow pets in the salon, provide a secure location for the pet to stay as the client is being attended to. A client asks if they can take a look around the salon Make the client feel at home and offer her approval and guidance as they browse the products, make them feel that they’re free to ask any questions A client asks for a discount or need to pay on credit Listen to the client’s requests keenly, understand their needs and work out a payment plan by considering and explaining all the payment policies in the salon Learning activity 3 Responding to the following scenarios, work out what questions you could ask. A client has a gift voucher for $100.00 to spend in your workplace, but they cannot decide what to buy. What are your tastes and preferences? Provide a variety of products within the price range and according to the tastes What are the client’s medical conditions/allergies? Ask the client what they have in mind? What quantity? Provide advice and give the best offer A client wants to buy some manicure products for a niece who has just turned 16. What are your tastes and preferences (of the niece)? Provide a variety of products within the price range and according to the tastes What are the client’s (niece’s) medical conditions/allergies? Ask the client what they have in mind? What quantity? Provide advice and give the best offer A client has the morning free and would like to pamper herself with beauty services. What services would the client prefer? How much are they willing to spend? How much time do they have? Provide a variety of products within the price range and according to the tastes Provide advice and give the best offer Learning activity 4 Think about body language and gestures that you would use in salon environment. How would you adopt appositive action for the following? Active listening Looking at the client Saying ‘yes’ or ‘I see’ to show the client that you’re listening Repeating what you’ve heard for confirmation Ask questions to encourage the client Be kind, responsive and enthusiastic Eye contact Looking directly at the client Gauge the right level of eye contact, provide a substantial eye contact and try not to stare too much you might irritate the client and make them feel uncomfortable. Facial expression Always smile, it portrays warmth, cheerfulness and friendliness Posture Nodding to imply that you’ve heard Have a straight back and avoid slouching, a good posture shows interest, confidence and capable Learning activity 5 In conversations you give nonverbal signals that tell others whether you are listening or not. List the signal that promotes a positive and negative nonverbal communication. Positive nonverbal signs Negative nonverbal signs Right level of eye contact Staring too much Smiling Frowning Keeping arms loosely by the side Waving arms everywhere aimlessly showing overreaction Upright posture, sitting straight slouching Scratching, playing with hair and hands, picking fingernails Composure and attentiveness Learning activity 6 Difficult clients can be challenging when in a salon or retail environment. There are three types of difficult clients. Research and define these three types of clients and what strategies you would use in the workplace. Client Define these clients Strategies for dealing with these clients Dissatisfied clients Present frustration of the salon services and products and are angry for the time they have wasted to remedy the mistake. Emphasize with them, clarify the complaint to show understanding and suggest a resolution to the problem Problem clients Turns up late or doesn’t turn up for an appointment, doesn’t care about her mistakes and thinks the salon should be grateful for her business Deal with the client diplomatically and explain the inconveniences she causes Abusive clients Word or violently abuses the salon staff Kindly ask them to wait as you get the manager Learning activity 7 How would you deal with the following scenarios in your workplace or training store/salon? A client who is late for every appointment. Kindly tell the client the inconveniences they have caused, reschedule the appointment to fit in later and give a last warning A client who always returns the products you recommend. Direct the client to another staff member according to their preferences or leave the decision purely to the client A client who always takes a long time to get dressed and come out of the cubicle after her treatment. Kindly ask her to try and hurry up and clearly tell the benefits and needs of hurrying up. For example, more time to try out more clothes and give the opportunity to other awaiting clients A client you are attending to flirts with you. Be polite and tell the client that flirting is not allowed in the work place. Suggest meeting after work even if you know it is not going to happen. If the client disturbs you can call the manager or security to handle the matter A client who tries to engage you in gossip about other staff members or clients. Be polite and kindly ask the client not to gossip because it is unacceptable in the work place. Learning activity 8 Research the workplace or training salons refund policy for exchanging unsuitable or inferior quality purchases and record your findings. -There are procedures and policies and provisions of the Trade practices Act regarding exchanges and returns. -The retailer and the consumer have obligations and rights in relation to refunds according to the law. -The salon does not just give refunds just because the client changed their mind regarding the product. The client has to produce proof of purchase. -However, customer rights are slightly increased because the customer doesn’t have to produce proof of purchase because the information is stored in the company sales database. -the clients have a legal right to a refund in case of a faulty product, if the product is not suitable for the purpose requested at the time of sale or if the products did not match a sample shown to the client. - It is not legal for a workplace to display a sign saying that refunds are not given. Read the following case studies and describe what you would say to each client. Case study 1 A client has returned some skincare products, which she says she brought by mistake. You check the receipt – it was purchased the day before. You examine the products carefully and discover that one of the products is partially empty. You are sure that this product has been used. The product purchase is evident but the product has been used, this is non-refundable because the product has been used. Case study 2 A mother returns to a salon with her fourteen year old daughter, who has had her nails done. The mother is not happy that the daughter was sold a very expensive brand of nail polish that was beyond her budget, and demands a refund. The product meets the specifications of the purchaser and there cannot be a refund based on the claim that the product is expensive In the table below list the services that your workplace or training salon offers, and then write the time that is usually allocated to deliver this service. Scheduling Appointments Service Time allocated to deliver this service Facial 50 mins Cellulite treatment 1 hour Manicures 40 mins Pedicures 40mins Skin treatments 30 mins Massage 1 hour waxing 15-30 mins Read the case study below and answer the questions that follow. Angel is preparing to go overseas and her friend has given her a complimentary treatment at your salon as a going away present. The friend is a good client of the salon and has recommended many customers. Angela has some pressing appointments this afternoon and needs to be at the passport office at 3:00pm. She must then pick up her children from school by 3:45. The complimentary treatment is a deluxe facial and a body massages and the treatment time is about 3 hours. Angela has worked out that her appointment time just fits in with her schedule as it at 11:30am and if she leaves the salon at 2:30 she will just have time to get to the passport office. Angela arrives at the salon at 11:30 and expects to be taken straight away. However the client before her was 20 minutes late and is being very difficult about a brow shaping that she is not happy with. This holds you up and means that you are not your usual calm self. Angela has a deluxe facial and massage bit it is difficult to get her to relax as she is worried that her treatment will not be finished in time. She is also annoyed because you have cut the treatment time by 30 minutes because of the late start. The whole point of the gift was so that she could relax before getting on the plane tomorrow morning. Angela goes to the front counter to present her gift voucher and is asked if she enjoyed the treatment. She is upset and angrily tells the receptionist that she is not relaxed, which was the whole point of the treatment, and that she will never come back to the salon. She demands to speak to the manager. If you were Angela, how would you feel by the time you spoke to the manager? I would feel very frustrated and angry If you were Angela, what sort of service would you expect from the salon? A professional treatment as per the schedule, I would expect the salon to do all it can to make sure that I am satisfied with the services What would make Angela feel better about this issue? Providing her with a gift card, for free treatment next time she comes to the salon Record you findings on the five steps to resolving client complaints. Interview a manager/supervisor or visit your training school website and research the following information. Does the workplace have a policy or procedure for dealing with clients with special needs? If yes, summarize the policy below. -Do not ignore people on a wheelchair in case the disabled person is accompanied by an able person -Ignorance makes the client feel neglected and they may not come back because of the poor customer service. -Salon assistants should come around the counter to serve the client because it is difficult to communicate over the counter for a person on a wheel chair - The assistant should try and sit down in order to equal the conversation; standing assistants give the person on the wheel chair the feeling of inferiority. Does the workplace use translator services? List the languages translated and the procedures for obtaining the service translator. The salon provides translation from English- Spanish (and vice versa), English- German (and vice versa), English- French (and vice versa), from staff members that understand the languages. Does the workplace have access arrangements for clients with physical disability, for example, wheelchair access, lifts? Yes, the work place has wheelchair lifts for disabled persons What other procedures or services does the workplace have in place for clients with special needs? -understanding the people with mental/intellectual disability may or may not have physical disability and vice versa -Make clients with disabilities feel welcome and that you’re aware and concerned about their needs -Clarify and confirm always, don’t guess or assume what the client wants -Find out special needs and provide suggestions -Be patient and honest when you don’t understand a person with speech disability Read More