Unit of competency Outline

Date retreived
23/07/2026 5:08 AM AWST

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Provide salon services to clients

Provide salon services to clients

Unit of competency
National Code
SHBXCCS008
State Code
ODR03
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
16/12/2021
View on TGA
State Implementation and Classification
Approved Date
12/04/2022
Field of Education
110301 - Beauty Therapy
Original Release Date
12/04/2022
Nominal Hours
25
Description
This unit describes the performance outcomes, skills and knowledge required to provide a complete customer salon service experience. It requires the ability to communicate with clients face-to-face or by telephone, schedule appointments, complete salon treatments, 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. The skills in this unit must be applied in accordance with Commonwealth and State or Territory legislation, Australian standards and industry codes of practice.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 or requests, and refer complex requests to supervisor.
  • 1.3. Source client records or start new record as required.
  • 1.4. Enter client information in record system in accordance with organisational practices.
  • 1.5. Direct client to designated service or waiting area.
2. Provide customer service and salon treatments.
  • 2.1. Develop rapport and maintain contact with client during service delivery.
  • 2.2. Complete treatments according to client requirements.
  • 2.3. Identify or anticipate contingencies and take action to maximise client satisfaction.
  • 2.4. Identify and act on opportunities to deliver additional levels of service beyond client’s immediate request.
  • 2.5. Encourage repeat custom through promotion of a complete range of salon services and products.
  • 2.6. Process sales, returns and refunds as required, according to organisational policies and procedures.
  • 2.7. 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 in regard to special needs.
  • 5.3. Promptly service client needs, or refer and redirect as required.
No information
No information
Replaces
State Code National Code Title Type
AVG54 SHBXCCS002 Provide salon services to clients Unit of competency