Unit of competency Outline

Date retreived
22/07/2026 11:14 PM AWST

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Provide service to clients

Provide service to clients

Unit of competency
National Code
SIBXCCS202A
State Code
D4798
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
2.00
Current Release Date
12/12/2011
View on TGA
State Implementation and Classification
Approved Date
21/10/2011
Field of Education
080501 - Sales
Original Release Date
21/10/2011
Nominal Hours
15
Description
This unit describes the performance outcomes, skills and knowledge required to deliver a complete customer service experience to clients in a personal services environment. It includes reception duties, scheduling client services, responding to client complaints, and identifying and responding to clients' special customer service needs.
Notes
Elements and Performance Criteria
1 Receive clients.
  • 1.1 Communicate with clients according to workplace policies and procedures.
  • 1.2 Meet client customer service needs and reasonable requests or refer to a supervisor according to workplace policies.
  • 1.3 Source client records and establish new cards as required.
  • 1.4 Enter client information in record system according to workplace policies and procedures and relevant legislation and codes.
  • 1.5 Direct client to designated area for specific beauty service.
2 Deliver customer service to clients.
  • 2.1 Identify or anticipate possible contingencies and take action to maximise client satisfaction.
  • 2.2 Recognise and act upon opportunities to deliver additional levels of service beyond client’s immediate request.
  • 2.3 Farewell clients according to workplace policies and procedures.
  • 2.4 Use positive verbal and non-verbal communication to develop rapport and maintain contact with client during customer service delivery.
  • 2.5 Encourage repeat custom by promotion of appropriate services and products according to workplace policies and procedures.
  • 2.6 Process sales, returns and refunds according to workplace policies and procedures.
3 Schedule clients.
  • 3.1 Schedule appointments according to the length of time required for services, availability of staff, and space and workplace policies and procedures.
  • 3.2 Confirm appointments with client and record details on appointment system.
4 Respond to client complaints.
  • 4.1 Establish nature of complaint by active listening and questioning and confirm with client.
  • 4.2 Implement complaint resolution procedures when required according to workplace procedures.
  • 4.3 Promptly refer unresolved complaints to supervisor.
  • 4.4 Take opportunities to turn incidents of client dissatisfaction into a demonstration of high quality customer service in line with workplace policies and procedures.
  • 4.5 Complete workplace documentation regarding client dissatisfaction or complaint.
  • 4.6 Take follow-up action as necessary to ensure client satisfaction.
5 Identify clients’ special customer service needs
  • 5.1 Promptly identify clients with special needs or requirements by observation and questioning.
  • 5.2 Verbally and non-verbally convey a willingness to assist clients.
  • 5.3 Promptly service client needs, or refer or redirect as required.
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Communication must include:
personal
telephone
verbal and non-verbal
culturally appropriate greetings and farewells.
Clients may include:
new or regular clients with routine or special needs
male or female clients
people from a range of social, cultural and ethnic backgrounds with varying physical and mental abilities.
Workplace policies and procedures may include:
communicating with clients
customer service techniques
promoting products and services
handling complaints
personal presentation
record keeping
scheduling clients
sales and refunds
complaint resolution.
Client records may include:
online data
paper-based cards.
Client information may include:
type of treatments or services
special client needs or requirements
detailed treatment plans
products used
home-care products recommended and purchased
duration of treatment
date and time of treatment
charges and method of payment
name of staff providing treatment.
Record system may include:
online data
hard copy records.
Relevant legislationand codes may include:
consumer law
privacy law
occupational health and safety regulations
anti-discrimination legislation
industry codes of practice.
Contingencies may include:
delays
unavailability of products
dissatisfaction with a previous service or product.
Additional levels of service may include:
extending the treatment period
offering complementary beauty treatments
offering home-care products
providing information on new products or services
offering hospitality.
Workplace policies and procedures may include:
communicating with clients
customer service techniques
promoting products and services
handling complaints
personal presentation
record keeping
scheduling clients
complaint resolution.
Promotion of appropriate services and products may include:
complimentary services, treatments and products
discounted services, treatments and products
special packages of services, treatments and products
seasonal offers of services, treatments and products
trial or sample products.
Appointment system may include:
online data
paper-based appointment records.
Nature of complaint may include:
price
quality of service
timeliness of service
range of services.
Complaint resolution procedures may include:
referral to manager
provide a fuller explanation of product or treatment
refund of charges
repetition of beauty service
replacement of product.
Documentation may be:
electronic
paper-based.
Special needs may include:
contraindications to products or services
mobility or other disability assistance
language needs and cultural understandings
payment arrangements.
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
applying workplace policies and procedures and safe work practices in regard to the provision of service to clients
effectively scheduling clients and making appointments
providing a consistently welcoming client environment by treating clients in a courteous, professional manner using culturally appropriate greetings and farewells
interpreting the nature of client complaints and taking appropriate action to resolve complaints
using effective questioning and active listening techniques to consult, reassure and negotiate with clients, while maintaining discretion and confidentiality
using time effectively.
Context of and specific resources for assessment
Assessment must ensure:
that competency is consistently demonstrated over a period of time and observed by the assessor or the technical expert working in partnership with the assessor as described in the Assessment Guidelines
that competency is demonstrated in the workplace or a simulated workplace environment in a range of real work situations which may include client interruptions and involvement in other related activities normally expected in the workplace.
Assessment must ensure access to:
an environment, which includes as a minimum:
reception desk
telephone
retail display area
computer with a salon software system
relevant workplace documentation including:
manufacturer's equipment instructions
product instructions
workplace policy and procedure manuals, including customer service techniques, personal presentation, complaint handling and complaint resolution
a range of clients with different service requirements.
For further guidance on the use of an appropriate simulated environment, refer to the Assessment Guidelines in this Training Package.
Methods of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
observation of learners performing a range of tasks in an actual or simulated work environment, over sufficient time to demonstrate handling of a range of contingencies, including:
making appointments for clients
providing advice on services for clients
identifying client special needs
responding to client complaints
role play, written and oral questioning appropriate to the language and literacy level of the learner, to assess knowledge and understanding of:
appointment planning
communication and problem solving
completion of workplace documentation relevant to the provision of service to clients
third-party reports from technical experts.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
SIBBCCS302A Advise on beauty services
SIBXCCS201A Conduct financial transactions
SIRXCOM001A Communicate in the workplace.
Replaces
State Code National Code Title Type
S4097 WRBCS203B Provide service to clients Unit of competency
Replaced By
State Code National Code Title Type
AVG54 SHBXCCS002 Provide salon services to clients Unit of competency