Customer Services

NAME – TINA BEN N MAISURIA

TUTOR NAME – JENNY BRATHWAITE

UNITS – UNIT 107 POSITIVE COMMUNICATION WITH CUSTOMERS

ASSIGNMENT – LEVEL 1 AWARD FOR INTRODUCTION TO CUSTOMER SERVICE















CONTENTS PAGE PAGE

INTRODUCTION 3



TASK 1 4





TASK 2 5-6





TASK 3 7





TASK 4 8









INTRODUCTION



How you talk to your clients is as important as what you say. They are not all the same and, with experience, you will learn to adapt your speech – tone of voice, body language, volume and speed – to suit the client and the circumstances.

The consultation is a fact-finding mission and is the first part of the service you give your clients. An in-depth consultation will allow you find out what your clients’ ideas and needs are. This will help you to make the right recommendations and give your clients more confidence in you.

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The consultation is key to your client experience. It is an invaluable way to demonstrate your expertise as a creative professional and to demonstrate your ability to create bespoke styling. 

Conducting a thorough consultation prior to any service shows professionalism, which is so important in our industry. It allows the stylist to clearly understand the client’s expectations and requirements, and reduces the risk of dissatisfaction at the end of the appointment.

The consultation is the main area where your listening skills are more important than your technical skills. Gathering the right information as quickly as possible can make or break your ability to satisfy a client. Whilst listening is important, there is also skill in being able to ask the right questions in order to draw the right information from the client. The consultation should be to the point and information rich.





















TASK 1



QUESTION 1)

“What would you like to do?”

Most people have an idea of what they want when they...