Unit of competency Outline

Date retreived
22/07/2026 4:52 AM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Provide salon services to clients

Provide salon services to clients

Unit of competency
National Code
SHBXCCS002
State Code
AVG54
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
25/09/2015
View on TGA
State Implementation and Classification
Approved Date
29/01/2016
Field of Education
110301 - Beauty Therapy
Original Release Date
29/01/2016
Nominal Hours
15
Description
This unit describes the performance outcomes, skills and knowledge required to provide a complete customer service experience. It requires the ability to communicate with clients face-to-face or by telephone, schedule appointments, attend and respond to client complaints, and assist clients with special needs.This unit applies to workers in personal service environments including beauty and hairdressing salons, nail salons and spas. In these environments, they make routine service decisions within a defined range. No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Receive clients.
  • 1.1 Welcome client to salon consistent with salon branding, market position and organisational policies and procedures.
  • 1.2 Identify client customer service needs, reasonable requests, or refer to supervisor.
  • 1.3 Source client records or start new record as required.
  • 1.4 Enter client information in record system.
  • 1.5 Direct client to designated service or waiting area.
2. Provide customer service.
  • 2.1 Develop rapport and maintain contact with client during service delivery.
  • 2.2 Identify or anticipate contingencies and take action to maximise client satisfaction.
  • 2.3 Identify and act on opportunities to deliver additional levels of service beyond client’s immediate request.
  • 2.4 Encourage repeat custom through promotion of appropriate services and products.
  • 2.5 Process sales, returns and refunds as required, according to organisational policies and procedures.
  • 2.6 Farewell clients according to organisational policies and procedures.
3. Schedule appointments for clients.
  • 3.1 Schedule appointments according to length of time required for services, availability of staff, and equipment space.
  • 3.2 Confirm appointments with client and cancel or reschedule as required.
  • 3.3 Record details in appointment system.
4. Respond to client complaints.
  • 4.1 Establish nature of complaint and confirm with client.
  • 4.2 Implement complaint resolution procedures as required.
  • 4.3 Promptly refer unresolved complaints to supervisor.
  • 4.4 Take opportunities to turn client dissatisfaction into high quality customer service.
  • 4.5 Complete workplace documentation for client complaint.
  • 4.6 Take follow-up action to ensure client satisfaction.
5. Respond to clients with special needs.
  • 5.1 Identify clients with special needs through observation and questioning.
  • 5.2 Convey a willingness to assist clients.
  • 5.3 Promptly service client needs, or refer and redirect as required.
No information
No information
Replaces
State Code National Code Title Type
D4798 SIBXCCS202A Provide service to clients Unit of competency
Replaced By
State Code National Code Title Type
ODR03 SHBXCCS008 Provide salon services to clients Unit of competency