Assist with Customer services

This standard is for Assistant Hairdressers and Barbers who will assist senior team members of staff carry out Customer Service duties. The assisting role will include attending and responding to individuals, communicating effectively with individuals and colleagues, promoting products and services, replenishing stock, following senior team member instructions. Discussions about personal development and areas for improvement to support continuous development will take place with a senior team member.

You must be able to:
1.    Discuss and agree your roles and responsibilities when assisting
with customer service with a senior team member
2.    Maintain your responsibilities for health and safety in accordance
with legislation/regulations, organisational policies and as instructed
by a senior team member
3.    Meet your organisations standards for appearance and behaviour
4.    Follow senior team members instructions
5.    Implement good customer service skills whilst maintaining
professional behaviour, giving a positive impression of self and
others
6.    Provide clear information when asked
7.    Communicate with individuals according to organisational
procedures
8.    Greet individuals in a polite manner and escort to the waiting area
9.    Handle individual’s belongings with care and return them when
required
10. Inform senior team members of the arrival of individuals
11. Maintain the individuals comfort and care to the satisfaction of the
individual
12. Ask the individual if they are comfortable and offer them
refreshments in line with organisational policy and senior team
member staff instructions
13. Maintain the refreshments area in line with health and safety
legislations/regulations, organisational policy and senior team
member’s instructions
14. Pass on messages as instructed by senior staff to the relevant
people in a timely manner
15. Refer enquiries which cannot be dealt with to a senior member of staff
16.  Assist with requests for appointments under the supervision of a
senior staff member
17. Record appointment details under supervision of a senior team
member to meet your organisations requirements
18. Replenish resources and consumables as directed by the senior
team member of staff
19. Produce a promotional display in line with senior staff member
instructions and organisational requirements
20. Discuss your development and areas for improvement with a senior
team member of staff

You must know and understand:
1.    Your roles and responsibilities when assisting with customer services
2.    Your responsibilities for health and safety in accordance with
legislations/regulations, organisational policy and as instructed by
senior team member
3.    The importance of following senior team member instructions when
assisting with customer services and promoting products and
services
4.    The importance of having good customer skills and ensuring you
give a positive professional impression of yourself
5.    The importance of maintaining values, behaviours, and best practice
in the workplace
6.    The questioning and listening skills you need in order to deal with
enquiries and requests and who to refer to for support
7.    Why it is important to pass messages on in a timely manner when
instructed by senior team member
8.    How to prepare refreshments in line with health and safety
legislation/regulations, organisations policy and senior team member
instructions
9.    How to maintain the refreshments area in line with health and safety
regulations, organisations procedures and a senior team member
instructions
10. The importance of recording appointments correctly and the impact
of the effectiveness of the organisation if not done so
11. The purpose of producing displays to promote services and products
12. The importance of discussing your development and areas for improvement with senior member of staff

Supervising members of staff   -  a qualified member of staff whom is a Stylist, Barber, Manager, Mentor, Tutor/Educator, For Customer service tasks this may also be a Receptionist
Individual – client and may also include team members and visitors
Personal development –  self-improvement. Improves an individual’s capabilities and potential
Responsibilities - having a duty to deal with something eg working safely to avoid risk to others
Health and safety regulations – health and safety law which must be followed
Organisational policies - set of rules, responsibilities, processes and timelines and that behaviour which must be followed
Personal protective equipment (PPE)– items of clothing and equipment to protect individuals eg Gown, towels, Aprons, Gloves and other appropriate PPE
Replenish -  restock/refill or replace something which has been used eg towels, products, shampoos
Consumables – resources that are used up relatively quickly eg shampoos, hair products and refreshments
Communication - exchanging information, ideas, thoughts, or feelings between individuals. This can be verbal, non-verbal (body language) and written
Timely manner – performing tasks without delay
Promotional Display – arranging products in a way that is appealing as instructed by the supervising member of staff
Classification – identifies whether the hair is straight, wavy, curly, tight curly or combination
Consultation – The process of formally consulting and discussing an individuals requirements, previous history of hair services and looking at the clients hair and skin
Characteristics – this includes hair density, texture, elasticity, porosity and hair growth patterns
State of hair  -  Identifies whether the hair is chemically or non-chemically treated
Productivity – the results of working efficiently and effectively
Continued professional development (CPD)- learning experiences which help you develop and improve your professional practice. 
Anticipate – Think ahead as to what is needed
Tension – The amount of force used to hold hair while carrying out a range of services eg shampooing, drying, styling, cutting hair, colouring.
Contact dermatitis – inflammation of the skin (redness, itchy, dry, cracked) when it comes into contact with a particular substance when carrying out a range of services eg Shampooing, Styling, chemical treatments
Methodically – work in an orderly or systematic manner

SKAHBR22, SKAHBR23, SKAHBR24, SKAHBR25, SKAHBR26,SKAHBR27