BCN Ncii Common Bandong Mysalon

TRAINING REGULATIONS
BEAUTY CARE SERVICES (NAIL CARE) NC II
The BEAUTY CARE SERVICES (NAIL CARE) NC II Qualification consists of

competencies that a person must achieve to perform in enhancing of someone’s
personal beauty, such as, performing manicure and pedicure, performing hand spa
and performing foot spa.
The Units of Competency comprising this Qualification include the following:
Unit Code BASIC COMPETENCIES

500311105 Participate in workplace communication
500311106 Work in team environment
500311107 Practice career professionalism
500311108 Practice occupational health and safety procedures
Unit Code COMMON COMPETENCIES

HCS515201 Maintain an effective relationship with clients/customers
HCS515202 Manage own performance
HCS515204 Apply quality standards
HCS515205 Maintain a safe, clean and efficient environment
Unit Code CORE COMPETENCIES

HCS515325 Perform manicure and pedicure
HCS515326 Perform hand spa
HCS515330 Perform foot spa
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BEAUTY CARE SERVICES (NAIL CARE) NCII

COMMON COMPETENCY
HOW TO USE THIS COMPETENCY-BASED LEARNING MATERIAL
WELCOME!
The “COMMON COMPETENCY” a competency which comprises

the knowledge, skills and attitudes required for a TVET trainee to possess.
The module, contains training materials and activities related to

identify learner‘s requirements, preparing session plan, preparing basic
instructional materials and organizing learning and teaching activities for
you to complete.
In this module, you are required to go through a series of learning

activities in order to complete each learning outcome. In each learning
outcome are Information Sheets, Self-Checks and Task Sheet/Job Sheets.
Follow and perform the activities on your own. If you have questions, do not
hesitate to ask for assistance from your facilitator.
Remember to:
 Read information sheets and complete the Self-Check activity.

Suggested references are included to supplement the materials
provided in this module.
 Perform the Task-Sheets to your facilitator for evaluation and
recording in the Achievement Chart. Outputs shall serve as your
portfolio during the Institutional Competency Evaluation. When you
feel the confident that you have had sufficient practice, ask your
trainer to evaluate you. The results of your assessment will be
recorded in your Progress Chart and Achievement Chart.
You must pass the Institutional Competency Evaluation for this

competency before moving to another competency. A Certificate of
Achievement will be awarded to you after passing the evaluation.
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COMMON COMPETENCY
RECOGNITION OF PRIOR LEARNING (RPL)
You may already have some of the knowledge and skills covered in this
module because you have:
Been working for some time.

Already have complete training in this area.
If you can demonstrate to your trainer that you are competent in a

particular skill or skills, talk to him/her about having them formally
recognized so you don‘t have to do same training again. If you have a
qualification or Certificate of Competency from previous trainings show it to
your trainer. If the skills you acquired are still current and relevant to this
module, they may become part of your evidence you can present RPL. If you
are not sure about the currency of your skills, discuss it with your teacher.
After completing this module ask your trainer to assess your competency.
The results of your assessment will be recorded in your

Progress Chart and Achievement Chart.
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COMMON COMPETENCY
HCS515201
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COMMON COMPETENCY
INFORMATION SHEET 1.1-1
“PERSONAL PRESENCE”
INTRODUCTION
Your people are always making an impact. Always. Other people form
judgements of them within seconds, whether you like it or not and whether
you realise it or not. But are they making the right impact? And are they
able to influence others? Whether in person or in a virtual meeting, it‘s
important to understand the impact you‘re making at all times.
Speak First offers a range of courses to help people at all levels improve their
impact, so heads turn as they enter a room and people listen attentively
when they speak. We provide valuable techniques to help your people raise
their profile and project a powerful personal brand. We can also help people
influence more consistently – whether they‘re meeting a new colleague for
the first time, pitching to a long-standing customer, or seeking buy-in from
the board.
Some people aspire to more than impact – they want to have presence,
charisma and gravitas, so they look and sound the part in a senior role, or
are credible to others at Director or C-Level. We offer advanced courses and
coaching in which we share the secrets of those with the ‗wow‘ factor – who
seem to find it easy to persuade and convince everyone they meet.
All our learning solutions stand on their own as high quality and high
impact interventions, but they‘re at their very best when delivered as part of
a wider program. We can work with you to build a personalized program
that meets your own specific needs. We can seamlessly blend together
virtual classrooms, face-to-face sessions, 1-2-1 and group coaching and
more, to give you choice and flexibility.
First Impressions
What's the first thing you notice about other people?
Is it physicality: body, eyes, smile, voice, handshake, accent?
Is it their appearance: clothes, hair, scent, makeup?
Is it their personality, manner, attitude or behaviour?
What Will You Remember

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Ok. So that's first impressions.

COMMON COMPETENCY
But what will you remember?
And more importantly, what would make you want to meet that person
again?
Positive Image
What is it that gets people noticed in a memorable and positive way?
That's what we're talking about here: making a positive impression.
There are plenty of people who are memorable but in a negative, unpleasant
or ineffectual way.
Presence
Some people, it seems, just have that certain something that's very hard to
define, but that makes such an impressive impact that others who are less
dynamic fade.
It could be called presence, flair or style; but whatever you call it, they leave
you wanting more.
You listen to them at meetings and their contributions and opinions are
sought after. And they seem to do this without imposing themselves on
others.
Presence Is Not Domination

Presence is not domination however having said that it is hard to define,
let's try.
When someone has presence, they come across as natural - as genuinely

themselves.
You believe them.
You feel they are listening to you and taking in what you are saying because
they are literally present.
They pay attention.
You Can Already Turn Up Your Presence

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They have no mask, or 'front' or 'side'.

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COMMON COMPETENCY
You already have the capacity to be more 'present' than you normally are.
The more at ease you are with yourself and the more confident you become
about the contributions you make, the more presence you'll have.
Authority and Assurance

People will listen to you not because you're assertive or demanding, but
because you have authority and assurance.
Even when you're not sure!
Saying 'I don't know' confidently, has presence.
Valuing yourself more is the first step to acquiring more Personal Presence.
15 Ways to Increase Your Personal Presence
One way to leverage the power of presence is to leverage the skill of

charisma. Charisma is the impression you make in the mind of another.
The impression you leave will have a lot to do with the skills you obtain
through your personal leadership development plan. Here are where the
skills relating to having charisma and being a personal leader can come
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together.
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COMMON COMPETENCY
1. The way you dress
Finding your personal style can be a part of developing your individual

brand. When you dress in a way that is congruent to who you are as a
person – a by-product is you feel great in your clothes, great about yourself
and you better project your authenticity.
2. The way you move your body
Your body language sends messages. Are you super present to what is
going on around you? Your body knows – and so does everyone else who is
watching you. The next time you are feeling present – notice what your
body is doing. That may give you some additional clues as to how to use
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your body as a resource for greater individual awareness.

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COMMON COMPETENCY
3. The way you talk
The phrases and the tone of voice you use – or your alignment in personal
congruence (thought-word-action) can be some of the largest statements of
your charisma and how you carry yourself. Watch some of your favorite
politicians, motivational speakers or actors and notice what qualities of
speech you admire in them. Because we admire those that are most like us,
this may give you a clue to what qualities in you may already be ripe for
enhancement.
There are certain language patterns and phrases that are particular to a
good personal leader. Language that lifts someone up or is based in truth,
love, respect, understanding, caring, and inspiration demonstrate a higher
level of awareness than language that harms or breaks someone down or is
fear based. I have written more on how to be inspiring using language –
you can read more here.
4. The way you create rapport 10

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COMMON COMPETENCY
You can create rapport through the language you use, with the way you
dress, with the way you move, with a perspective – and even with a smile.
Creating rapport with others has a lot to do with understanding another
person‘s model of the world – and holding an intent of extending a hand to
them – meeting them where they are. You do this while remaining authentic
to who you are.
5. Creating rapport is not a verb.
It‘s an intent. After all, you can tell when someone is sincere can‘t you?
Sure you can. The truth is – we can always sense the person that is
genuine vs. someone who is ―putting on‖ a mask. Create rapport within
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your authenticity – and you will have richer relationships.

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COMMON COMPETENCY
6. The way you live your values
When you stand tall in your values. When you can say ―this is important
and meaningful to me‖ and ― I will honor this‖ even in the face of someone
else possibly not agreeing, this leaves an impression on another. This type
of congruence of heart and mind is as attractive and fills us with a special
presence – in addition to being personally fulfilling.
7. The way you live your passions
There is an aliveness that happens within you when you are passionate.
There is nothing more enrolling nor inspiring that watching someone be
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passionate in their passions.

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COMMON COMPETENCY
8. The way you play
When you have a lightness about how you are in the world – and how you
engage with the people, places and things in your environment – this has
everything to do with your level of charisma and ability to be fully present.
When you are open and flexible in a lightness of being – this is you – in the
present moment. Being taken out by being too severe or controlling – can
keep your this aspect of personal leadership on the lower side. Find your
lighter side – and you will raise your level of charisma.
9. The way you produce
You can be a legend in your mind – and yet – until you produce and are
effective in that production – you won‘t beam as bright in your pure
potential. Reaching for and attaining your desires puts you in a position to
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be in connection with your ability to be present. It isn‘t until you try more –
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that you will experience more.

COMMON COMPETENCY
10. The way you practice
Who you become as you try, fail and succeed lets you up your level of
personal presence 100 fold.
11. The way you bring yourself present
The best way to have a greater personal presence is to role model it. Do you
have a way to bring yourself right into the present moment – in an instant?
The more you practice, and the more you maintain living in the wonder of
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each and every moment – the more awareness of being present you create.
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12. The way you feel things
Personal presence has a lot to do with your capacity to feel things fully.
Avoiding feeling things fully – can take you out of presence. Learning to
expand your capacity to feel can be one of the best investment of time and
resources you can make when you are talking about your level of personal
presence.
13. The way you look at others
Personal presence also has a lot to do with how you are in a relationship.
One way to improve your level of personal presence and charisma is to
notice what is beautiful about another person the moment you meet them.
Your body will show your intent, and your level of presence. Why not start
out saying to yourself, ‖ Now there‘s a friend I haven‘t met yet‖.
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14. The way you inspire
To inspire, you already have an expanded awareness of things. Keep on

expanding your capacity for love and truth telling and it will increase your
level of personal presence. Inspirers know – that fear-based motivation
takes away from inspiration – both yours and others.
15. The way you are
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I‘ll call this a catchall perspective for this blog post. The way you are in
your life says a lot about your level of personal presence and is so much a
part of the path of a personal leader. Are you out of presence – and just
reacting to what the world brings you? Or are you more in presence – and
responding to the opportunities that present themselves. The way you are
approaching life demonstrates you current level of charisma and presence.
Here are 6 Possible Paths Toward Personal Presence:
1. Using your breath

Just by becoming more fully aware of your breath and breathing can be one
way to bring you more present. When we are quiet and relaxed, our
breathing will have ease and calm-way about it. By becoming more fully
aware of your breath and all of its qualities you will notice you will come
more into the present moment with just a little help from your autonomic
nervous system.
2. Using your voice

Chanting can be a fun way to get more into the present. If that seems a little
out there for you – try singing your name, gently and with full sound – and
repeat it 4 or 5 times. Notice how the energy of your name vibrates in your
head.
3. Using your thoughts

Step 1 is to see our thoughts just as thoughts – and thus avoiding getting
caught up in the meaning of our thoughts. Step 2 is to become more aware
of the background that exists behind our thoughts is a very useful and
longer-acting version of getting and living in presence. This can take a more
little practice and can become a natural way of being present with extensive
practice.
4. Using your heart

By engaging in projecting an inner smile or an open heart, filling your heart
with love, caring, compassion can be one way of bringing yourself more
present. The Heart Math Institute has done extensive research on
measuring the amount of coherence that can be reached with this method.
There are products out on the market that can help you measure the
amount of coherence you can maintain.
5. Using your perception and beliefs

Seeing everything as connected in some way can be a mindset that can
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bring you onto the path to presence. The more aware you can be of the
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interconnectedness of everything – the more present you become. The more

COMMON COMPETENCY
you become aware of the gap between the past and the future, the more
aware of the present you become. The more aware of the edges of your limits
in perception – and then extending past those, the more present you can
grow.
6. Using your body

Becoming mindful of the world to sensations as energy in our bodies is one
of the most effective paths to personal presence. Doing body scans to
become more and more aware of the somatic responses and then being
present to those energies will lead you to a greater and greater capacity for
presence.
You may want to explore some practices for yourself on the path to personal
presence. There are many practices that one can engage into to improve
your somatic capacity. Things like aikido, yoga, chi-gong, tai chi, rock
climbing, centering exercises, singing, chanting, swimming or walking are
some practices that can be enjoyed. They key to any practice is to find one
that you enjoy doing and that you are willing to be fully present in.
SOURCE
https://www.speak-first.com/training-category/impact-and-influence/
https://www.impactfactory.com/library/personal-presence
https://mindbodyspiritcoaching.com/personal-leadership/15-ways-to-
increase-your-personal-presence
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COMMON COMPETENCY
SELF CHECK 1.1-1
Choose the letter of the correct answer
1. How the social perceiver‟s thoughts, feelings, and behaviors change

in the presence of others is the definition of ______.
Social influence is an umbrella term that encompasses both conformity and

obedience. Social cognition is different to social influence in that social
cognition is not limited to processes that occur in the presence of others.
a. Obedience
b. Conformity
c. Social Ignition
d. Social Influence
2. Conformity and obedience differ in that conformity relates to a

change in behavior caused by an ______ social norm, and obedience
relates to a change in behavior caused by an ______ order.
Conformity relates to process where people act in line with an implied or an

implicit social norm, whereas obedience relates to process where people
behave in line with a direct or explicit order.
a. implied; direct
b. implied; implicit
c. explicit; explicit
d. explicit; direct
3. Which of the following decreases the level of conformity?
Group size and cohesiveness increase normative influence and low self-
confidence increases informational influence. Social support helps people
resist social influence.
a. Social support
b. Low self-confidence
c. Group size
d. Group cohesiveness
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COMMON COMPETENCY
ANSWER KEY 1.1-1
1. How the social perceiver‟s thoughts, feelings, and behaviors change
in the presence of others is the definition of ______.
Social influence is an umbrella term that encompasses both conformity and

obedience. Social cognition is different to social influence in that social
cognition is not limited to processes that occur in the presence of others.
a. Obedience
b. Conformity
c. Social Ignition
d. Social Influence
2. Conformity and obedience differ in that conformity relates to a

change in behavior caused by an ______ social norm, and obedience
relates to a change in behavior caused by an ______ order.
Conformity relates to process where people act in line with an implied or an

implicit social norm, whereas obedience relates to process where people
behave in line with a direct or explicit order.
a. implied; direct
b. implied; implicit
c. explicit; explicit
d. explicit; direct
3. Which of the following decreases the level of conformity?
Group size and cohesiveness increase normative influence and low self-
confidence increases informational influence. Social support helps people
resist social influence.
a. Social support
b. Low self-confidence
c. Group size
d. Group cohesiveness
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COMMON COMPETENCY
“EMPLOYERS STANDARD”
INTRODUCTION
The Labor Code of the Philippines is a legal code that determines all
employment practices and labor relations in the Philippines. This is to help
protect employees and employers- while ensuring that neither is subject to
unfair treatment or exploitation.
Below are sets of rules that make up the Labor Code:
Working Hours in the Philippines

No employee in the Philippines must work for over 8 hours a day. He is
worthy of a 1-hour lunch break daily, without fail. However, a worker is only
required to work for a maximum of 8 hours per day from the office. There
are no laws that mandate his working hours from home.
Working hours include the time during which the employer is required to be
at the workplace, all hours that he is asked to work, and the breaks in
between to avoid burnout.
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COMMON COMPETENCY
Employees Exempt from Completing Working Hours
Article 82 of the Labor Code states that employees under all establishments
and undertakings need to complete a certain set of working hours, except:
 Government employees
 Managerial employees
 Field personnel
 Family members of the employer who are dependent for support
 Domestic help
 Individuals who provide personal service to others
 Workers given wages/salary based on the Secretary of Labor
regulations
Meal Times
The Labor Code dictates that all employers must get no less than a 60-
minutes break to finish their meals. The usual time during day-shifts is
12.00 PM.
Night Shift
In case an employer requires a worker to work during the night- any time
between 10:00 PM and 6:00 AM- he must be paid a minimum of 10% over
and above his regular wage for each hour.
Rules for Overtime Work

Since the maximum work hours allowed in the Philippines are 8-hours, in
case an employee works for longer, he must be paid extra. This includes
additional compensation of 25% of his regular work wage.
The employer is liable to pay an additional compensation equivalent to the

average 8-hour pay, including 30% more if he has asked his employee to
work beyond 8-hours on a holiday or rest day. Working on a rest day may be
required in case of an emergency, urgent work, loss to the business, or as
determined by the Secretary of Labor and Equipment.
It is essential to note that an employee can be asked to perform overtime

work in national or local emergency cases determined by the state, or if the
business is at stake.
Rules for Under-time Work

According to the Article 88 of the Labor Code, under-time work on a
business day will not influence overtime work on any given day. This means
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that if an employee leaves work early, he cannot be made to work overtime

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COMMON COMPETENCY
the next day to make up for those hours. This is because the rate of
overtime per hour is higher than the missed hours.
The Labor Code also states that in case an employee receives permission to
take leave on a specific day, his employer is still required to pay for any
additional compensation or overtime work done previously or in the future.
Leaves
All employers are subject to a weekly rest day of a full 24-hours after every 6
consecutive working days. The specific rest day can be mutually decided.
However, an employee can argue his case if he prefers to be given a rest day
based on a religious event or holiday.
All workers reserve the right of holiday pay. This will include his regular
daily wage. In case they are called into work on a holiday, they must be paid
twice their regular rate.
If an employee has worked for a minimum of one year for his company, he
must be offered a yearly service incentive leave of five days with regular pay.
In summary, the Labor Code of the Philippines ensures that no worker is

abused while giving authority to employers to assign overtime work or work
on holidays as long as they pay the wages stated by the law.
SOURCE
https://www.globalpeoplestrategist.com/labor-code-of-the-philippines/
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SELF CHECK 1.1-2
Choose the letter of the correct answer.
1. The usual time during day-shifts is 12.00 PM.

a. Meal times
b. Break times
c. Risk times
d. Evaluation times
2. The process of comparing an estimated risk against given risk criteria to

determine the significance of the risk.
a. Risk assessment
b. Hazard identification
c. Risk analysis
d. Risk evaluation
3. Maximum work hours allowed in the Philippines are 8-hours, in case an

employee works for longer, he/she must be paid extra.
a. Rules of Regular Work
b. Rules of Overtime Work
c. Rules on Extended
d. Rule on Under Time Work
4. This means that if an employee leaves work early, he cannot be made to

work overtime the next day to make up for those hours.
a. Rules of Regular Work
b. Rules of Overtime Work
c. Rules on Extended
d. Rule on Under Time Work
5. The specific rest day can be mutually decided.

a. Risk
b. Hazard
c. Leaves
d. Control
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ANSWER KEY 1.1-2
1. A
2. D
3. B
4. D
5. C
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COMMON COMPETENCY
“CLIENT REQUIREMENT”
INTRODUCTION
Whether you have a new client or one that‘s been coming to you for years,
always carry out a full consultation at the start of the appointment.
A longstanding client may have had the same haircut or beauty treatment
for years but don‘t assume they‘ll want the ‗same again‘ each time they visit.
Similarly, a new client will welcome a detailed consultation as this will make
them feel valued as an individual rather than feeling like just another client.
Why client consultations are vital

It can be tempting to skip consultations – especially when you‘re rushed off
your feet and your regular clients always have the same haircut or
treatment. But you should never make assumptions. A long-term client may
be thinking of having a complete change or trying something new in addition
to their usual choices. Your consultations with existing clients should be as
thorough as when you are meeting a new client for the first time.
Clients who feel they are being taken for granted and are secretly hankering
after a new look may find it easier to go somewhere else rather than wait for
you to take an interest in them again.
In addition, you‘ll want to turn every new client into a long-term one and
first impressions will make a huge difference. A warm welcome and detailed
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consultation is a key first step for long-term loyalty.

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This will show new clients that you are professional, able to offer expert
advice and keen to understand exactly what they want.
Loyalty lessons: read our blog post and discover how to keep your salon
clients
Personalize your service

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Always use your client‘s name and maintain good eye contact.
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It can be a good idea for hairstylists and barbers to sit down rather than
stand over clients and to speak to them rather than to their reflection in the
mirror.
With existing clients, try to make a mental note of conversations you had
during their previous appointment so you can ‗keep the conversation going‘.
For example, if you remember that they were about to go on holiday, you
can ask if they had a good time before going on to discuss any ideas they‘ve
previously mentioned about trying something different.
Listen to your client‘s ideas and thoughts first, then add some of your own
ideas to the mix. This shows you are taking a personal interest in them and
are using your professionalism and experience to think about what might
suit them as an individual.
Importance of your front-of-house team
Ask open questions

Open questions encourage longer and more detailed replies, while closed
questions will often result in a ‗yes‘ or ‗no‘ response.
Examples of closed questions are:

• Do you like your hair this length?
• Would you like to choose a different color for your nails this time?
• Did you like what we did last time?
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Open questions will encourage a wider discussion so you will get a much
better idea of what your client wants.
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For example:
• How do you manage your hair between cuts?
• What is your skin routine at home?
• How do you manage your hair and make-up during the working week?
• How would you describe your skin type?
• Which products do you find easiest to use at home?
• Tell me what you‘d like to achieve today.
The importance of listening
It‟s important to „listen actively‟. This means giving clients your full
attention – not partially listening to them, and partially listening to what
your colleague is saying to another client. Your client will always know if you
are not genuinely listening to them.
Pay attention to your client‘s body language, tone of voice and facial
expressions, as well as what they are actually saying.
Encourage them to expand on what they are saying by looking interested,

smiling and nodding. Avoid interrupting them but ask relevant questions
during natural pauses in the conversation. Always maintain good eye
contact.
If the consultation is to discuss a beauty treatment, make sure you can

speak somewhere private so that personal information is not overheard by
other staff and clients.
Keep things realistic

Most clients will appreciate honesty. For example, if they ask for a hairstyle
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or color that won‘t suit them or isn‘t practical for their hair type, you should
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be ready with some good alternative suggestions. The client may still insist

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on their original choice but will appreciate your professionalism and care in
discussing their requirements. You can use phrases such as ―have you
thought about this alternative‖ or ―here are some other ideas that may suit
your face shape more‖ or ―these colours are similar but slightly
darker/lighter and may complement your eyes better‖.
Double-check you understand what's required

At the end of the consultation, make sure you‘ve understood exactly what‘s
required. Summarize what‘s been agreed and ask your client if you‘ve got
everything right.
Say you‘re looking forward to seeing how great they‘ll look and reassure
them they‘ve made the right choices.
Take the opportunity to upsell – products and treatments

During the consultation and at the end of the appointment, always take the
opportunity to sell products that were used on the client and/or will help
them maintain the look between appointments.
You can also suggest additional treatments and services during the
consultation – either for this time or a future appointment. Don‘t make this
a ‗hard sell‘ but instead introduce different ideas as part of the conversation.
Listen out for cues from your client. For example, if they complain of dry
hair or skin you can suggest various treatments and/or products that would
be suitable.
Allergy alert testing in your salon or barbershop

Don‘t forget - you must carry out allergy alert testing before applying hair
color.
(Sensitivity and allergy alert testing plus consultation cards specifically for
use in beauty salons will be available soon.)
SOURCE
https://www.nhbf.co.uk/news-and-blogs/blog/client-consultation/
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SELF CHECK 1.2-1
1. Avoid interrupting them but ask relevant questions during natural pauses
in the conversation.
a. True
b. False
c. Maybe
d. None of the above
2. The client may still insist on their original choice but will appreciate your
professionalism and care in discussing their requirements.
a. True
b. False
c. Maybe
3. Ask open questions.

a. True
b. False
c. Maybe
4. During the consultation and at the end of the appointment, always take
the opportunity to sell products that were used on the client and/or will
help them maintain the look between appointments.
a. True
b. False
c. Maybe
d. None of the above 31
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ANSWER KEY 1.2-1
1. A
2. A
3. A
4. A
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“ASSIGNMENT INSTRUCTIONS”
INTRODUCTION
Assignment instructions are reference manual containing information which

is needed for security officers to carry out their duties effectively. They form
part of the contract between the Customer and the Security Company,
showing the customer's requirements.
In Writing
Creating an effective writing assignment involves more than setting a word

count and picking a due date. Assignments that are clearly stated and
relevant to the course curriculum enhance student learning and bolster the
writing process. Below are a few guidelines to help develop effective writing
assignments.
Design:
Make assignment expectations clear and explicit.
 Write out the assignment (with title), keeping it to one page whenever
possible. See "Assignment Form" for one format and to use as a
worksheet.
 Suggest possible topics, allowing students some options, and state as
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COMMON COMPETENCY
 State the purpose as an authentic objective, such as "to explain" or "to
describe."
 Indicate an audience (real or hypothetical) beyond the teacher.
 Recommend a process by breaking down the assignment into a series
of tasks--being sure to include informal writing-to-learn activities.
 Include format particulars such as length, headings, font, and due
dates.
 Provide evaluation criteria and indicate their weighting.
Process:
Situate the assignment into the course curriculum.
 Sequence assignments so they connect with course activities.

 Devote some class time for raising questions about the assignment.
 Allow ample time for writing process and provide due dates for each
task.
 Present strategies for prewriting, revising, and editing and provide
opportunities to practice them.
 Display writing samples from previous quarters as models, including
both successful and less than successful examples.
 Provide opportunities for writers to get feedback while they are still
working on the writing--from peers and from the instructor.
 Get feedback from students and use it to revise the assignment for the
future.
Verbally
Most people take the process of giving and receiving instructions for
granted.
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It happens all day long, and it's part and parcel of simply being at work and
doing your job.
But it still requires concentration from everyone involved to avoid

misunderstandings and mistakes.
Here are some hints for giving and receiving verbal instructions.
When you're giving instructions
 Think before you speak - work out what you want to say before you
say it, and make sure you cover all of the points that are relevant.
 Avoid jargon - don't use words that the listener won't understand.
 Watch for body language signals - see if the listener looks like they
understand what you're saying.
 Ask for feedback - check that the listener has understood the
message the way you intended it.
When you're receiving instructions
 Listen to the whole message - don't assume you know what the
speaker is going to say before they say it.
 Use positive body language - show that you're taking in what they're
saying.
 Ask questions - clarify any points you don't understand.
 Give feedback - restate in your own words what you think the
speaker is saying, and check that they agree with you.
Effective listening
Effective listening is an active process. This is because listening isn't the

same thing as hearing.
For example, when you're working in a busy or noisy area, you may hear
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lots of different sounds around you - but that doesn't mean you're listening
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COMMON COMPETENCY
to every one of them. In fact, it's impossible for you to focus on all of them at
once.
This is why you need to select the sounds you want to listen to. Remember,
when you're the listener, you have to concentrate on what the speaker is
saying.
Asking questions
One way to check that you've correctly understood a message is to ask

questions.
Asking questions while you're being given instructions allows you to clarify
any queries you may have.
It also shows that you have understood what you've been told.
Here are some examples of questions you might ask when you're being
given instructions:
 I need you to sweep up the floor and clear this area for the stock to
come in.
Do you want me to do it now, or after I finish packing up the tools?
 This customer order has to go out today.
What time does it need to be ready by?
 I want you to get all these components ready for installation.
Which ones do you want me to do first?
These questions might sound simple, but in each case they help you both to
clarify the instruction, and allow you to work together to expand on the
information being communicated.
Open and closed questions
Some questions only require a simple one-word answer, such as 'yes' or 'no'.
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These are called closed questions, because the person doing the asking
controls the conversation.
Examples of closed questions are:
Is this the wall that needs to be re-measured?
What time is it?
Other questions are designed to let the other person give advice, or say what
they think about a topic.
These are called open questions, because the answer is open-ended.

Examples are:
What's the best way to spread the adhesive?
How are we going to get the cabinet down these stairs?
Open and closed questions are both very useful in a conversation.
If you only want a quick yes or no, closed questions are best.
But if you're looking for help, or need more information on an issue, open
questions will encourage the other person to give you a much fuller answer,
and allow the conversation to flow on.
Repeating details
Repeating the details in your own words often helps you to understand an
instruction better, particularly if the task you've been asked to carry out is
complicated, or you haven't done it before on your own.
OK, I'll take these fittings over to Bill and tell him the three-hole
brackets go on the underside and the four-hole brackets fit flush
against the wall.
This helps you to reinforce the steps in your own mind while you're still both
together, so that you've each got one last opportunity to pick up on any
misunderstandings before you set off to do the task.
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Electronically
Electronic Instruction means computer programs converted to a form usable

in a Computer System to act upon Electronic Data.
SOURCE
http://www.flooringtech.com.au/unit14_communication/section1_commun
icating_with_others/lesson2_verbal_instructions.htm
https://library.wwu.edu/use/wis/wis_guidelines
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SELF CHECK 1.2-2
1. When you're giving instructions, which one is not included

a. Think before you speak
b. Avoid jargon
c. Watch for body language signals
d. Concentration from everyone involved to avoid
2. Effective listening is an active process. This is because listening isn't the

same thing as hearing.
a. True
b. False
3. This one seems like a no-brainer, we all know that good hand hygiene can
reduce the risk of flu, food poisoning, and other HAIs.
a. Wear gloves
b. Wear gown
c. Hand hygiene
d. Respiratory hygiene and cough etiquette
4. Place patients with respiratory ailments away from common areas

a. Wear gloves
b. Wear gown
c. Hand hygiene
5. Properly disposing of them plays an important part in reducing the

spread of HAIs
a. Wear gloves
b. Wear gown
c. Hand hygiene
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ANSWER KEY 1.2-2
1. A
2. B
3. C
4. D
5. A
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“CLIENT‟S NEEDS AND REQUIREMENTS”
INTRODUCTION
Companies want to stay relevant and innovative and often look at other
successful companies, hot industry trends, or new shiny products for
inspiration.
However, a vital component to growth is at every business's fingertips --

their customers.
Yes, customers are the ones with the ability to determine the longevity and
progress of your business. Happy customers result in higher retention rates,
lifetime value, and brand reach as they spread the word in their social
circles.
The first step toward creating the types of customer experiences that result
in happy customers is by understanding and meeting customer needs.
In this article, you'll learn:
An example of customer need takes place every day around 12:00 p.m. This
is when people begin to experience hunger (need) and decide to purchase
lunch. The type of food, the location of the restaurant, and the amount of
time the service will take are all factors to how individuals decide to satisfy
the need.
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Customer-centric companies know that solving for customer needs and

exceeding expectations along the way is how to drive healthy business
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growth and foster good relationships with the people your company serves.

COMMON COMPETENCY
Although customer centricity is not a new concept, the right steps to achieve
a customer service focus are still hazy.
Creating a customer-centric company that truly listens to customer needs

can be daunting, and there's a steep learning curve if you haven't paid close
attention to customers before.
So to steer you in the right direction, here's a beginner's guide that defines
the types of customer needs to look for, unpacks common barriers that
prevent companies from fulfilling their customers' needs, and discloses
solutions to start improving customer service.
Below are the most common types of customer needs -- most of which work
in tandem with one another to drive a purchasing decision.
16 Most Common Types of Customer Needs
Product
1. Functionality
Customers need your product or service to function the way they need in
order to solve their problem or desire.
2. Price
Customers have unique budgets with which they can purchase a product or
service.
3. Convenience
Your product or service needs to be a convenient solution to the function
your customers are trying to meet.
4. Experience
The experience using your product or service needs to be easy -- or at least
clear -- so as not to create more work for your customers.
5. Design
Along the lines of experience, the product or service needs a slick design to
make it relatively easy and intuitive to use.
6. Reliability
The product or service needs to reliably function as advertised every time
the customer wants to use it.
7. Performance
The product or service needs to perform correctly so the customer can
achieve their goals.
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8. Efficiency
The product or service needs to be efficient for the customer by streamlining
an otherwise time-consuming process.
9. Compatibility
The product or service needs to be compatible with other products your
customer is already using.
Service Needs
10. Empathy
When your customers get in touch with customer service, they want
empathy and understanding from the people assisting them.
11. Fairness
From pricing to terms of service to contract length, customers expect
fairness from a company.
12. Transparency
Customers expect transparency from a company they're doing business
with. Service outages, pricing changes, and things breaking happen, and
customers deserve openness from the businesses they give money to.
13. Control
Customers need to feel like they're in control of the business interaction
from start to finish and beyond, and customer empowerment shouldn't end
with the sale. Make it easy for them to return products, change
subscriptions, adjust terms, etc.
14. Options
Customers need options when they're getting ready to make a purchase
from a company. Offer a variety of product, subscription, and payment
options to provide that freedom of choice.
15. Information
Customers need information, from the moment they start interacting with
your brand to days and months after making a purchase. Business should
invest in educational blog content, instructional knowledge base content,
and regular communication so customers have the information they need to
successfully use a product or service.
16. Accessibility
Customers need to be able to access your service and support teams. This
means providing multiple channels for customer service. We'll talk a little
more about these options later.
If companies can begin to make changes before their customers' needs

43
aren't fulfilled, this can ultimately lead to growth, innovation, and retention.
However, with some many types of customer needs, how do you understand
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COMMON COMPETENCY
"You've got to start with the customer experience and work backwards to the
technology," Steve Jobs notably stated. "You cannot start with the
technology and try to figure out where you are going to sell it."
Whether you sell technology or some other product or service, the

underlying message he's saying here rings true.
This means understanding where they're coming from when they've chosen
to make a purchase, what expectations they're bringing to the table, and
what bumps they'll encounter along the way.
If you design your process with these things in mind, you'll be able to
uncover their needs at any stage of their lifecycle. But this understanding
must come from somewhere, and that's where a customer needs analysis
comes in.
To conduct a customer needs analysis successfully, you need to do the

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following:
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COMMON COMPETENCY
1. Customer Needs Analysis Survey
The customer needs analysis is typically conducted by running surveys that
help companies figure out their position in their respective competitive
markets how they stack up in terms of meeting their target customers'
needs.
The survey should primarily ask questions about your brand and
competitors, as well as customers' product awareness and brand attitudes
in general.
Questions can include:

 Questions about positive and negative word associations with your
brand
 Questions asking customers to group your brand in with similar
and/or competing brands
 Questions comparing and sorting brands according to their
preferences for usage
You can learn more about which questions to ask in this survey in our guide
and this guide from dummies.
2. Means-End Analysis
Once you've conducted the customer needs analysis survey, you can use the
answers to get a fuller picture of the reasons why your customers purchase
from you, and what makes your product or service stand apart from your
competitors'.
A means-end analysis analyzes those answers to determine the primary

reasons why a customer would buy your product. Those buyer reasons can
be divided into three main groups:
1. Features: A customer buys a product or service because of the features

included in the purchase. If the customer were buying a computer, for
example, they might buy it because it's smaller and more lightweight than
other options.
2. Benefits: A customer buys a product or service because of a benefit, real

or perceived, they believe it will offer them. The customer might also buy the
computer because it syncs easily with their other devices wirelessly.
3. Values: A customer buys a product or service for unique, individual

values, real or perceived, they believe it will help them fulfill. The customer
might think the computer will help them to be more creative or artistic and
unlock other personal or professional artistic opportunities.
As you might imagine, these reasons for purchasing something can vary
from customer to customer, so it's important to conduct these customer
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surveys, collect the answers, and group them into these three categories.
From there, you can identify which of those motivating factors you're solving
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COMMON COMPETENCY
for, and which you can improve on to make your product or service even
more competitive in the market.
3. Customer Feedback
If you want to know what your customers think about the experience with
working with your company, ask them. Interviewing your customers and
members of your service team can contribute to a customer needs analysis
and improvements to your customer lifecycle.
As you gather data from your customer needs analysis, it's important to
identify the points of friction that your customers experience and the
moments in their journey that provide unexpected delight.
What can your company change?

What are the elements that you can build from?
What parts of the experience needs to be worked on?
Asking these questions can lead you to valuable insights as you work to
solve for your customers.
How to Solve for Customer Needs

The first step to solving for your customers is to put yourself in their shoes:
If you were the customer when we purchase your goods, use your
technology, or sign up for your services, what would prevent you from
achieving ultimate value?
Your customer needs analysis is a good starting point for getting in the mind
of your customer, especially when it comes to identifying common pain
points. From there, you can build a proactive plan to implement your
customer-first values throughout the customer lifecycle.
Here are some tips for doing so:
1. Offer consistent company-wide messaging.

Too often customer‘s, get caught up in the "he said, she said" game of being
told a product can do one thing from sales and another from support and
product. Ultimately, customers become confused and are left with the
perception that the company is disorganized.
Consistent internal communications across all departments is one of the

best steps towards a customer-focused mindset. If the entire company
understands its goals, values, product, and service capabilities, then the
messages will easily translate to meet the customer need.
To get everyone on the same page, organize sales and customer service
meetings, send out new product emails, provide robust new employee
onboarding, require quarterly trainings and seminars, or staff host webinars
to share important projects.
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2. Provide instructions for easy adoption.
Customers purchase a product because they believe it will meet their needs
and solve their problem. However, adoption setup stages are not always
clear. If best practices aren't specified at the start and they don't see value
right away, it's an uphill battle to gain back their trust and undo bad habits.
A well-thought-out post-purchase strategy will enable your products or

services to be usable and useful.
One way companies gain their customers' attention is providing in-product

and email walkthroughs and instructions as soon as the customer receives a
payment confirmation. This limits the confusion, technical questions, and
distractions from the immediate post-purchase euphoria.
A customer education guide or knowledge base is essential to deliver proper

customer adoption and avoid the ‗floundering effect' when customers are
stuck. Other companies provide new customer onboarding services, host live
demos and webinars and include event and promotions in their email
signatures.
3. Build feedback loops into every stage of the process.

Lean into customer complaints and suggestions, and it will change the way
you operate your business. Criticism often times has negative connotations.
However, if you flip problems to opportunities you can easily improve your
business to fit the customer's needs.
Just as you solicited customer feedback in your needs analysis, you can
keep a pulse on how your customers feel at scale with customer satisfaction
scores, customer surveys, exploration customer interviews, social media
polls, or personal customer feedback emails.
If you're able to incorporate this into a repeatable process, you'll never be in

the dark about the state of the customer experience in your organization,
and you'll be enabled to continue improving it.
Take customer suggestions seriously and act on those recommendations to

improve design, product, and system glitches. Most customer support
success metrics is paramount to the customer experience and this mentality
should trickle down to every aspect of the organization.
4. Nurture customer relationships.

When a customer buys a product or service, they want to use it right away
and fulfill their immediate need. Whether they are delighted within the first
hour, week, or a month, it's important to constantly think about their future
needs.
Proactive relationship-building is essential to prevent customers from losing

47
their post-purchase excitement and ultimately churning. If customers stop

hearing from you and you don't hear from them this can be a bad sign that
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COMMON COMPETENCY
Companies solve for customer relationships with a combination of customer
service structure and communication strategies. Solve for the long-term
customer need and create a customer service team dedicated to check-ins
and customer retention, show appreciation with rewards and gifts to loyal
customers, host local events, highlight employees that go above and beyond
and communicate product updates and new features.
5. Solve for the right customer needs.

Excluding customers from your cohort of business can seem
counterintuitive to solve for your customers' needs. However, understanding
whose needs you can fulfill and whose you cannot is a major step toward
solving the right problems. All customers' needs can't be treated equally and
a company must recognize which problems they can solve and ones that
aren't aligned with their vision.
To find the right customer priorities, create buyer personas and uncover
consumer trends, look at customer's long-term retention patterns, establish
a clear company vision, provide premier customer service to valuable
customers and communicate with your ideal customer in their preferred
social media space to capture questions, comments and suggestions.
Successful startups, brick and mortar shops, and Fortune 500 companies
alike all solve and prioritize customer needs to stay ahead and establish
industry trends.
6. Provide great customer service.

If a problem arises, your customers want to get it resolved and feel heard in
the process. This starts with being able to meet their needs with empathy,
but along the way, the process for obtaining support should be easy and on
a channel that's convenient for them.
Some customer needs are time-sensitive and require immediate interaction

via phone or chat. Others are less critical and can be resolved at a more
casual pace. Let's break down the types of customer service and how each
optimizes your team's ability to fulfill customer needs.
SOURCE
https://blog.hubspot.com/service/customer-needs
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SELF CHECK 1.2-3
1. Customers need your product or service to function the way they need in
order to solve their problem or desire.
a. Functionality
b. Convenience
c. Experience
d. Reliability
2. Using your product or service needs to be easy -- or at least clear -- so as

not to create more work for your customers
a. Functionality
b. Convenience
c. Experience
d. Reliability
3. Service outages, pricing changes, and things breaking happen, and

customers deserve openness from the businesses they give money to.
a. Control
b. Empathy
c. Fairness
d. Transparency
4. When your customers get in touch with customer service

a. Options
b. Empathy
c. Fairness
d. Control
5. Make it easy for them to return products, change subscriptions, adjust

terms, etc.
a. Options
b. Empathy
c. Fairness
d. Control
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ANSWER KEY 1.2-3
1. A
2. C
3. D
4. B
5. D
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COMMON COMPETENCY
“APPROPRIATE ACTION TAKEN”
INTRODUCTION
Whether you‘re a salon manager, an owner, or both, managing salon staff is

about as challenging as trying to make a mullet look good. Their creative,
high-spirited, often opinionated and independent personalities make salon
staff a difficult group to manage.
A small problem can quickly escalate into a big conflict if you fail to address
it immediately, and the last thing you want are disgruntled staff members
that make customers feel uncomfortable.
So, rather than risk the catastrophe of a major blowout, try to prevent it
from happening in the first place.
10 TIPS FOR HANDLING COMPLAINTS
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1. Make sure it‟s genuine
―Not every complaint is viable and it‘s important to know when someone is
playing the system,‖ warns Sammy MacDonald, director of Polish Nail and
Beauty in Aberdeen. ―Always ask the client to return to the salon for you to
see the quality of work for yourself.‖ Speaking to the therapist involved is
also vital to make sure you‘re armed with all the facts. If the complaint is
found to be unjustified, Lesley Caster, owner of City Retreat salon in
Newcastle, suggests you should explain in detail the processes and expected
outcome of the treatment to make sure the client understands what was
supposed to happen. However, in some cases it‘s still better to offer to
remedy it so the complaint doesn‘t escalate. Belinda Price, owner of NailSpa
in Huddersfield and educator for Nubar, adds: ―We have to be seen to put
the treatment right if the complaint is about that. If we have offered to do
that then to a degree we have covered ourselves.‖
2. Keep calm and listen

When a client gets angry, it‘s vital you remain calm. ―Be empathetic and
listen to what they have to say rather than being defensive as that will make
them more agitated,‖ says Tima Reshad, owner of Coco Nail Bar in London.
―Clients like to know that their opinion and experience matters.‖ Caster
suggests you demonstrate how seriously you are taking the complaint by
clarifying each point with the client as you go along and noting details in
writing, while Helena Field, spa director at Mandarin Oriental Hyde Park in
London, adds, ―Listening and giving your undivided attention to the guest
goes a long way already in solving the issue.‖ Where possible, she suggests
taking the guest to a comfortable place, away from other clients and staff, to
discuss the issue in order to limit confrontation or embarrassment.
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3. Involve your team
Never take the client‘s side without giving staff a chance to explain. ―Make
sure you have all the facts before approaching the member of staff. Start by
having an informal meeting with them so that you can explain the nature of
the complaint,‖ suggests Sheral Griffin, beauty quality and curriculum
manager at Lifetime Training. ―It is vital that you support the therapist
throughout the process.‖ Angela Moulding, head trainer for machines
company Carlton Beauty & Spa, agrees and adds, ―Speak to the therapist
who did the treatment and obtain from them all the relevant details – which
products were used, how long they were left on the skin, what machine was
used and whether or not the problem was apparent at the time of the
treatment. Without this information it will be difficult to determine what has
gone wrong and, therefore, how to put it right.‖
4. Resolve it quickly
A speedy resolution could prevent that customer from telling their friends,
or worse, announcing it to the world online. ―I tell my staff they should
always find a resolution before the customer leaves. If they leave with it
unresolved it nearly always escalates the situation,‖ says Field. If you can‘t
find an immediate solution, don‘t put it off for too long. ―Tell the client you
will investigate their concerns and come back to them within the next 24
hours, and make sure you do, even if it is just to say you are still looking
into the matter and that you will come back to them when you have had the
time to investigate the matter thoroughly,‖ advises Caster. It‘s fine to seek
advice on the situation, but never pass the buck, warns Field: ―If you can‘t
resolve a complaint there and then, say you will investigate or refer to a
higher manager – but always personally follow up in a timely manner.‖
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5. Re-do, don‟t refund
It is usually better to offer to re-do the treatment or discount the next one
rather than giving the customer her money back. ―Once a refund is issued
it‘s pretty much guaranteed that client will never return,‖ says MacDonald.
Instead, she suggests you should ―offer a gift certificate or free service to try
and restore the customer‘s faith in your salon.‖ Deborah Anne King, who
runs Angel Loving Care in West Lothian and was a finalist in the
Professional Beauty Awards Therapist of the Year 2016 category, usually
offers a mini complimentary treatment or a substantial discount on a future
treatment of their choice to be taken within three months. ―I would then
treat them myself if possible so I could be sure they were getting the
attention needed to change their opinion about us.‖
6. Respond to online complaints

―Thanks to the digital revolution, customers are firmly in control. They want
what they want, when they want it, and if they fail to get it they will tell all
their friends and followers on social media – never before has the customer
experience and your service been more important,‖ warns Carole Jones,
managing director of Totally UK, which has the Germaine de Capuccini and
Universal Contour Wrap brands. However, if the worst does happen and you
see a scathing review online, it‘s unwise to ignore it. ―Where possible, leaving
a comment directly underneath the complaint is ideal. You should state that
you are sorry the customer has experienced something below the high
standards you set for the company,‖ suggests Moulding. ―Make the
customer, and everyone else reading, aware that what has happened is not a
normal occurrence and you are happy to rectify the problem.‖
7. Then handle them offline

The general consensus about online complaints is that you should tackle
them privately. ―If the review is genuine, you should already have the clients‘
contact details to call them directly. If not, respond to the review saying you
are sorry that they are dissatisfied and could they please contact the salon
as soon as possible to discuss the matter further and give you a chance to
resolve it,‖ suggests Rebecca Dowdeswell, owner of specialist waxing salon
and Perron Rigot training centre NKD in Norwich. ―Never enter into an
argument online for all to see, as that‘s one thing you‘ll never win, even if
you are in the right.‖ However, even if the conversation is private, it‘s still
unwise to argue in writing. ―It could easily be screen-shotted and appear on
social media later,‖ warns Price.
8. Write a procedure
While complaints should be considered on a case-by-case basis, having an
official procedure will give you a good starting point. It will also give staff
guidance on how to deal with issues when you‘re not there. Price advises
that your procedure should involve asking members of staff discreetly and
professionally what happened. ―Then record your findings. You may need to
come back to this information for a number of reasons so be clear about
54
what has happened,‖ she adds. You should also have a procedure in place
with your suppliers so staff know what to do if they receive a complaint
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COMMON COMPETENCY
the supplier. This should protect the salon or spa owner whether the
complaint is about an allergic reaction or if the product doesn‘t deliver the
expected results,‖ says Griffin. ―Offer an exchange or refund to maintain
good relations with the customer.‖
9. Thank them and mean it

We‘ve all heard the saying ―feedback is a gift‖ but that can be hard to
remember when a client is yelling at your junior therapist. ―Although no
salon wants to receive a complaint, we‘d far rather our customers tell us
when they have an issue, which in turn gives us a chance to resolve it,‖ says
Dowdeswell. ―The alternative is that the client goes away, probably
badmouths us to others and remains dissatisfied with the service she or he
received from us for evermore.‖ King agrees, adding, ―I generally start by
thanking them and telling them we always welcome all feedback, be it good
or bad, as clients‘ words are our only reality of how we are doing.‖ NKD
invites feedback via a survey after every treatment. ―Clients have the option
of remaining anonymous if they wish, but of course we‘d rather they reveal
their identity so we can contact them and put things right,‖ says
Dowdeswell.
10. Use complaints to train

Your complaints procedure is wasted unless you also use it to make
changes in your business. ―If you identify a problem, resolve it, then put in
place new procedures so that particular problem cannot happen again,‖
55
reminds Jones. Ideally, complaints should be used to identify training needs

rather than to punish staff. ―Rather than reprimand the therapist or
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COMMON COMPETENCY
because of a lack of knowledge or skill that we have failed to pass on to our
staff,‖ says Dowdeswell. ―That changes if we receive persistent bad
comments about a particular therapist doing a particular thing, but that is
very rarely the case.‖ The training needed may not always be in treatment
skills. Caster suggests, ―If necessary, the member of staff should be given
training in effective communication or dealing with difficult clients before
the issue becomes a disciplinary matter.‖
SOURCE
https://joinhomebase.com/blog/5-things-salon-managers-need-know/
https://professionalbeauty.co.uk/site/newsdetails/10-tips-for-handling-
complaints
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SELF CHECK 1.2-4
1. ―Be empathetic and listen to what they have to say rather than being
defensive as that will make them more agitated,‖
a. Keep calm and listen
b. Make sure it‘s genuine
c. Involve your team
d. Resolve it quickly
2. ―Make sure you have all the facts before approaching the member of staff.
Start by having an informal meeting with them so that you can explain the
nature of the complaint,‖
b. Then handle them offline
c. Involve your team
3. ―I tell my staff they should always find a resolution before the customer
leaves. If they leave with it unresolved it nearly always escalates the
situation,‖
c. Write a procedure
4. ―Not every complaint is viable and it‘s important to know when someone
is playing the system,‖
a. Write a procedure
c. Re-do, don‘t refund
d. Then handle them offline
5. ―Never enter into an argument online for all to see, as that‘s one thing
you‘ll never win, even if you are in the right.‖
a. Write a procedure
c. Re-do, don‘t refund
d. Then handle them offline
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ANSWER KEY 1.2-4
1. A
2. C
3. D
4. B
5. D
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“CUSTOMER”
INTRODUCTION
It doesn‘t matter how great your product is: If your customer service is poor,
people will complain about it, and you‘ll lose customers
The good news: It‘s not impossible to turn things around. Transforming your
customer service from mediocre to great won‘t happen overnight, though. It
requires a serious commitment to meaningful change, a team of rockstar
support professionals, and work across the entire organization.
What is customer service?

Customer service is the act of providing support to both prospective and
existing customers. Customer service professionals commonly answer
customer questions through in-person, phone, email, chat, and social media
interactions and may also be responsible for creating documentation for
self-service support.
Organizations can also create their own definitions of customer service

depending on their values and the type of support they want to provide. For
example, at Help Scout, we define customer service as the act of providing
timely, empathetic help that keeps customers‘ needs at the forefront of every
interaction.
Why is customer service important?

When 86% of customers quit doing business with a company due to a bad
experience, it means that businesses must approach every support
interaction as an opportunity to acquire, retain, or up-sell.
Good customer service is a revenue generator. It gives customers a

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complete, cohesive experience that aligns with an organization‘s purpose.

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According to a variety of studies, companies lose more than 62 billion pesos
annually due to poor customer service, and seven out of 10 consumers say
they‘ve spent more money to do business with a company that delivers great
service.
Understanding that customer service is the cornerstone of your customer

experience helps you leverage it as an opportunity to delight customers and
engage them in new, exciting ways.
What are the principles of good customer service?

There are four key principles of good customer service: It's personalized,
competent, convenient, and proactive. These factors have the biggest
influence on the customer experience.
1. Personalized: Good customer service always starts with a human touch.

Personalized interactions greatly improve customer service and let
customers know that your company cares about them and their problems.
Instead of thinking of service as a cost, consider it an opportunity to earn
your customer‘s business all over again.
2. Competent: Consumers have identified competency as the element that

plays the biggest role in a good customer experience. To be competent, a
customer support professional must have a strong knowledge of the
company and its products, as well as the power to fix the customer‘s
problems. The more knowledge they have, the more competent they become.
3. Convenient: Customers want to be able to get in touch with a customer

service representative through whichever channel is the most convenient for
them. Offer support through the channels of communication your customers
rely on most, and make it easy for customers to figure out how to contact
you.
4. Proactive: Customers want companies to be proactive in reaching out to

them. If one of your products is backordered or your website is going to
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experience downtime, proactively reach out to your customers and explain

the problem. They may not be happy about the situation, but they will be
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thankful that you kept them in the loop.

COMMON COMPETENCY
By building your customer service strategy around these four main
principles, you'll create a positive, hassle-free customer experience for
everyone who deals with your company.
21 key customer service skills

While delivering consistently good customer service requires work and
alignment across your entire organization, a good place to start is your
support team. It‘s important to hire people who genuinely want to help your
customers succeed — and to pay rates that are attractive to skilled
professionals.
Finding the perfect hire for a support team can be challenging. No particular
checklist of job experiences and college diplomas adds up to the perfect
candidate. Instead, you‘re looking for qualities that can‘t necessarily be
taught.
These folks thrive on one-on-one interactions within their community. They

love problem solving. They‘re warm, approachable, and great at teaching
other people how things work.
Here are the 21 customer service skills that every support professional
should seek to develop and every leader should look for when hiring new
team members.
1. Problem solving skills

Customers do not always self-diagnose their issues correctly. Often, it‘s up
to the support rep to take the initiative to reproduce the trouble at hand
before navigating a solution. That means they need to intuit not just what
went wrong, but also what action the customer was ultimately after.
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A great example? If somebody writes in because they‘re having trouble
resetting their password, that‘s ultimately because they want to log into
their account.
A good customer service interaction will anticipate that need and might even
go the extra mile to manually perform the reset and provide new login
details, all while educating the customer on how they can do it for
themselves in the future.
In other situations, a problem-solving pro may simply understand how to

offer preemptive advice or a solution that the customer doesn‘t even realize
is an option.
2. Patience
Patience is crucial for customer service professionals. After all, customers
who reach out to support are often confused and frustrated. Being listened
to and handled with patience goes a long way in helping customers feel like
you‘re going to alleviate their current frustrations.
It‘s not enough to close out interactions with customers as quickly as

possible. Your team has to be willing to take the time to listen to and fully
understand each customer‘s problems and needs.
3. Attentiveness
The ability to truly listen to customers is crucial to providing great service
for a number of reasons. Not only is it important to pay attention to
individual customers‘ experiences, but it‘s also important to be mindful and
attentive to the feedback that you receive at large.
For instance, customers may not be saying it outright, but perhaps there is
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a pervasive feeling that your software‘s dashboard isn‘t laid out correctly.
Customers aren‘t likely to say, ―Please improve your UX,‖ but they may say
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COMMON COMPETENCY
things like, ―I can never find the search feature‖ or ―Where is (specific
function), again?‖
You have to be attentive to pick up on what customers are telling you

without directly saying it.
4. Emotional intelligence
A great customer support representative knows how to relate to anybody,
but they‘re especially good with frustrated people. Instead of taking things
personally, they intuitively understand where the other person is coming
from and they know to both prioritize and swiftly communicate that
empathy.
Think about it: How often have you felt better about a potential grievance
simply because you felt immediately heard by the other person involved?
When a support rep is able to demonstrate sincere empathy for a frustrated

customer, even just by reiterating the problem at hand, it can help to both
placate (the customer feels heard) and actively please (the customer feel
validated in their frustration).
5. Clear communication skills

Your customer support team is on the front lines of problem solving for the
product itself, and serves as a kind of two-pronged bullhorn.
On one side, they‘ll be the voice of your company to your customers. That
means they have to have a practiced grasp on how to reduce complex
concepts into highly digestible, easily understood terms.
On the other, they‘ll represent the needs and thoughts of customers to your
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company. For example, it doesn‘t behoove the customer to receive a long-

winded explanation on the ins-and-outs of solving a particular bug.
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The ability to communicate clearly when working with customers is a key
skill because miscommunications can result in disappointment and
frustration. The best customer service professionals know how to keep their
communications with customers simple and leave nothing to doubt.
6. Writing skills
Good writing means getting as close to reality as words will allow. Without
an ounce of exaggeration, being a good writer is the most overlooked, yet
most necessary, skill to look for when it comes to hiring for customer
support.
Good writers also tend to use complete sentences and proper grammar —
qualities that subtly gesture toward the security and trustworthiness of your
company.
7. Creativity and Resourcefulness

Solving the problem is good, but finding clever and fun ways to go the extra
mile — and wanting to do so in the first place — is even better.
It takes panache to infuse a typical customer service exchange with

memorable warmth and personality, and finding a customer service rep who
possesses that natural zeal will take your customer service out of ―good
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8. Persuasion skills
Oftentimes, support teams get messages from people who aren‘t looking for
support — they‘re considering purchasing your company‘s product.
In these situations, it helps to have a team of people with some mastery of

persuasion so they can convince interested prospects that your product is
right for them (if it truly is).
It‘s not about making a sales pitch in each email, but it is about not letting
potential customers slip away because you couldn‘t create a compelling
message that your company‘s product is worth purchasing!
9. Ability to use positive language

Effective customer service means having the ability to make minor changes
in your conversational patterns. This can truly go a long way in creating
happy customers.
Language is a crucial part of persuasion, and people (especially customers)

create perceptions about you and your company based on the language that
you use.
For example, let‘s say a customer contacts your team with an interest in a
particular product, but that product happens to be back-ordered until next
month.
10. Product knowledge

The best customer service professionals have a deep knowledge of how their
companies‘ products work. After all, without knowing your product from
front to back, they won‘t know how to help when customers run into
problems.
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11. Acting skills
Sometimes your team is going to come across people who you‘ll never be
able to make happy.
Situations outside of your control (such as a customer who‘s having a

terrible day) will sometimes creep into your team‘s usual support routine.
Every great customer service professional needs basic acting skills to

maintain their usual cheery persona in spite of dealing with people who are
just plain grumpy.
12. Time management skills

On the one hand, it‘s good to be patient and spend a little extra time with
customers to understand their problems and needs. On the other hand,
there is a limit to the amount of time you can dedicate to each customer, so
your team needs to be concerned with getting customers what they want in
an efficient manner.
The best customer service professionals are quick to recognize when they
can‘t help a customer so they can quickly get that customer to someone who
can help.
13. Ability to read customers

It‘s important that your team understands some basic principles of
behavioral psychology in order to read customers‘ current emotional states.
As Emily Triplett Lentz writes:
14. Unflappability
There are a lot of metaphors for this type of personality — ―keeps their cool,‖
―staying cool under pressure,‖ and so on — but it all represents the same
thing: The ability some people have to stay calm and even influence others
when things get a little hectic.
The best customer service reps know that they can‘t let a heated customer
force them to lose their cool. In fact, it is their job to try to be the ―rock‖ for
customers who think the world is falling apart as a result of their current
problems.
15. Goal-oriented focus

Many customer service experts have shown how giving employees unfettered
power to ―wow‖ customers doesn‘t always generate the returns many
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businesses expect to see. That‘s because it leaves employees without goals,

and business goals and customer happiness can work hand-in-hand
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COMMON COMPETENCY
Relying on frameworks like the Net Promoter Score can help businesses
come up with guidelines for their employees that allow plenty of freedom to
handle customers on a case-to-case basis, but also leave them priority
solutions and ―go-to‖ fixes for common problems.
16. Ability to handle surprises

Sometimes, customers are going to throw your team curveballs. They‘ll
make a request that isn‘t covered in your company guidelines or react in a
way that no one could have expected.
In these situations, it‘s good to have a team of people who can think on their
feet. Even better, look for people who will take the initiative to create
guidelines for everyone to use in these situations moving forward.
17. Tenacity
Call it what you want, but a great work ethic and a willingness to do what
needs to be done (and not take shortcuts) is a key skill when providing the
kind of service that people talk (positively) about.
The most memorable customer service stories out there — many of which
had a huge impact on the business — were created by a single employee
who refused to just follow the standard process when it came to helping
someone out.
18. Closing ability

Being able to close with a customer as a customer service professional
means being able to end the conversation with confirmed customer
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satisfaction (or as close to it as you can achieve) and with the customer
feeling that everything has been taken care of (or will be).
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Getting booted before all of their problems have been addressed is the last
thing that customers want, so be sure your team knows to take the time to
confirm with customers that each and every issue they had was entirely
resolved.
19. Empathy
Perhaps empathy — the ability to understand and share the feelings of
another — is more of a character trait than a skill. But since empathy can
be learned and improved upon, we‘d be remiss not to include it here.
In fact, if your organization tests job applicants for customer service

aptitude, you‘d be hard pressed to look for a more critical skill than
empathy.
That‘s because even when you can‘t tell the customer exactly what they
want to hear, a dose of care, concern, and understanding will go a long way.
A support rep‘s ability to empathize with a customer and craft a message
that steers things toward a better outcome can often make all the difference.
20. A methodical approach

In customer service, haste makes waste. Hiring deliberate, detail-oriented
people will go a long way in meeting the needs of your customers.
One, they‘ll be sure to get to the real heart of a problem before firing off a
reply. There‘s nothing worse than attempting a ―solution,‖ only to have it
miss the mark entirely on solving the actual issue.
Two, they‘ll proofread. A thoughtfully written response can lose a lot of its
problem-solving luster if it‘s riddled with typos.
Three, and this one may be the most important, it means they‘ll regularly
follow up. There‘s nothing more impressive than getting a note from a
customer service rep saying, ―Hey! Remember that bug you found that I said
we were looking into? Well, we fixed it.‖ That‘s a loyal, lifetime customer
you‘ve just earned.
An important side note: The best hires are able to maintain their methodical
grace under regular fire.
Since the support team is often tasked with the tough work of cleaning up
other people‘s messes, it‘s especially important they understand how not to
internalize the urgency — and potential ire — of frustrated customers.
Instead, they know how to keep a cool head and a steady, guiding hand.
21. Willingness to learn

While this is probably the most general skill on this list, it‘s also one of the
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most important. After all, willingness to learn is the basis for growing skills
as a customer service professional.
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Your team members have to be willing to learn your product inside and out,
willing to learn how to communicate better (and when they‘re
communicating poorly), willing to learn when it‘s okay to follow a process —
and when it‘s more appropriate to choose their own adventures.
Those who don‘t seek to improve what they do — whether it‘s building
products, marketing businesses, or helping customers — will get left behind
by the people who are willing to invest in their own skills.
SOURCE
https://www.helpscout.com/blog/customer-service-skills/
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SELF CHECK 1.2-5
1. In customer service, haste makes waste. Hiring deliberate, detail-oriented

people will go a long way in meeting the needs of your customers.
a. Time management skills
b. Unflappability
c. Tenacity
d. A methodical approach
2. The ability some people have to stay calm and even influence others when
things get a little hectic
a. Time management skills
b. Unflappability
c. Tenacity
d. A methodical approach
3. The best customer service professionals have a deep knowledge of how

their companies‘ products work.
a. Persuasion skills
b. Ability to use positive language
c. Tenacity
d. Product knowledge
4. Your customer support team is on the front lines of problem solving for
the product itself, and serves as a kind of two-pronged bullhorn
a. Creativity and resourcefulness
c. Clear communication skills
5. Solving the problem is good, but finding clever and fun ways to go the
extra mile — and wanting to do so in the first place — is even better.
a. Creativity and resourcefulness
c. Clear communication skills
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COMMON COMPETENCY
ANSWER KEY 1.2-5
1. D
2. B
3. D
4. C
5. A
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HCS515202
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“TASK”
INTRODUCTION
A task is a set of preconfigured steps that guide you and others through a
workflow or business process. A task can be used to implement a best-
practice workflow, improve the efficiency of a workflow, or create a series of
interactive tutorial steps.
What is task management?

Now, task management is concerned with completing these tasks in an
organized manner. This process includes the entire lifecycle of a task: from
the planning process, execution and testing to approval and release. The
goal of every task is, quite simply put, the "completed-pile".
Usually - especially in a team - several tasks are processed at the same time
or individual tasks depend on the results of other tasks. Tasks have
different degrees of urgency and must therefore be prioritized. The goal of
task management is to balance all these factors so that all tasks are
completed on time.
For a functioning task management, most companies use specially tailored

task management software.
Why is task management important?

Why it requires a well thought-out task management system for a large
number of tasks - at the latest in the course of project management - is only
too obvious: without solutions for task management, work would be less
efficient and much more chaotic. The team would not be able to complete all
tasks in the given time and keep its own workload in balance.
By the way: Speaking of "task management systems", this includes both

your own "system" to organize tasks and professional task management
software - as provided by Stackfield with task lists, Kanban Boards and
timelines.
Benefits of task management:

 All your work is available in one place.
 All relevant information is centrally accessible.
 It is easier for you to follow a workflow for more efficiency.
 With set deadlines, you know how much time you have to complete
tasks.
 You can see at a glance whether there are task dependencies you need
to be aware of.
 You know your priorities.
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What are the different types of tasks?
There are several factors that influence the organization and visualization of
tasks. In most cases we sort our tasks according to their scope or priority.
However, there is still one crucial question to be answered: What types of
tasks do we manage?
We basically distinguish between 3 different types of tasks:

 Incidential tasks
 Coordinated tasks
 Planned tasks
Incidental tasks
In every company there are also incidential tasks from time to time. These
are spontaneous tasks and purely individual cases, which are neither
complex nor part of a larger project.
Examples:
The water supply is empty before the next delivery arrives. So you have to go
to the supermarket yourself to get some bottles to bridge the gap.
A customer has pointed out a mistake on the homepage that needs to be
corrected.
... the traditional "written on the forearm so as not to forget it" task.
What does task management for incidential tasks look like?

Since these spontaneous single-case tasks are neither part of a larger work
process nor complex and have to be processed in several steps, simple task
lists are suitable. But beware: Even if they are small and less urgent, they
should not be ignored for too long, as they can accumulate on a to-do list.
The best thing to do is to keep the list empty at all times and complete tasks
one by one until the end of the day.
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Coordinated tasks
As soon as tasks become more complex and require more than one executor,
the demands on the tool increase. Coordinated tasks tend to be of this
nature: even if they are not part of a larger process and tend to occur
spontaneously, they are carried out together with other team members, who
in turn have to coordinate their work. The tasks are therefore more
extensive.
Example::
You want to update your product portfolio: a person in charge has to

update/expand the text, then a graphic designer has to redesign the new
text to make it visually appealing.
What does task management for coordinated tasks look like?

Coordinated tasks often have a larger scope and may involve several
responsible parties. To ensure that the task is completed as smoothly as
possible, it should always be clear at which point the task is currently
located and by whom it is being processed. This can be achieved in various
ways.
On the one hand, several subtasks can be added to a task, which in turn
can be assigned to different participants and provided with an independent
due date. All important information - that is, information relevant to the
team - can be recorded in the task description, in comments on the task or
with file attachments.
Another helpful feature for task management in the team is the function
that allows certain areas of pictures and pages to be marked and
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commented on directly. Image annotations appear as unclarified

annotations in the task until they are marked as clarified.
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Pre-planned tasks
In project management, task management naturally becomes much more
complex than with the types of tasks already mentioned, which tend to
occur spontaneously. There is a primary goal to be achieved by completing a
large number of pre-planned tasks. Put simply, the tasks are part of a
higher-level process and require detailed planning. There are many
participants who need to coordinate their tasks with each other and with the
project goals. Task management is influenced by a number of higher-level
rules and structures and must be mapped accordingly, which is why the
demands on task management software are considerably higher.
Example: The company would like to launch a new software on the market.
Project managers and developers work together with a variety of
stakeholders to complete the project and perform tasks within defined
project phases and workflows. Individual functions are planned, checked for
feasibility and relevance, developed, tested and released. As we see: It can
take a little longer to complete individual tasks.
What does task management for planned tasks look like?

As already mentioned, planned tasks within projects are based on defined
processes, which have to be worked out and mapped in the best possible
way. Simple task lists and detailed task cards alone are no longer sufficient
for this purpose. A comprehensive project management software is required
for task management, which visualizes all processes in the best possible
way.
Kanban Boards help to keep track of the status of all tasks and increase
productivity. The task workflow is displayed as simply as possible for all
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team members in a construct consisting of different status columns: The

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COMMON COMPETENCY
goal of each task is to get from the "To Do" column, via various other status
columns (e.g. In Progress, Testing, Reopened etc.) to the "Done" column.
Assignment Instructions
Assignment Instructions means the instructions given to Supplier Personnel
in order to complete an operation in relation to the required Services
Verbal Instructions by senior officer
Tips on taking directions and fulfilling tasks:

 Actively listen: Try to listen intently, not just hear. When you
actively listen, you can better understand what you need to do. Here‘s
a trick that may help: pretend that there is going to be a quiz after the
conversation. Visually think about what's being said and maybe even
repeat it in your head.
 Take notes: Instead of trying to remember everything, write it down.
There‘s nothing wrong with keeping notes; it shows that you are
prepared, organized and want to do the job correctly.
 Ask questions: If you are even slightly unsure of what you are being
asked to do, don‘t be afraid to question. Make sure the other person
allows you the chance to find out all the needed details to move
forward.
 Respond with a good attitude: Just as the person giving directions
needs to speak respectfully, it‘s important to respond respectfully. If
you go into the conversation with a bad attitude, it‘s likely that
performing the task will be much more challenging.
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 Before starting the task, make a checklist: Whenever there is a job

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that requires multiple steps, try organizing a to-do list. Check things

COMMON COMPETENCY
off as you go to make sure you don‘t miss anything. Then when you‘re
done, be sure to review your work.
Policy Documents
The policy document is a formal document that is regarded as a legally
binding document and therefore its purpose, definitions and the
responsibilities outlined within its content must be upheld in order that it
may be used to support an individual or the Trust during legal action.
Duty Statements
Every position in State government has a duty statement. It's a description
of tasks, functions, and responsibilities of a position to which an employee
is assigned. ... Duty statements are essential to ensuring the success of the
employee in a position.
Self-Assessment
The act or process of analyzing and evaluating oneself or one's actions :
assessment of oneself a questionable self-assessment a self-assessment
tool/test "There are many factors in choosing a job or career and that's why
self-assessment is important," she [Bernadette Walsh] says.—
Daily tasks
Common place tasks, chores, or duties as must be done regularly or at
specified intervals; typical or everyday activity: the routine of an office.
Regular, unvarying, habitual, unimaginative, or rote procedure.
Weekly tasks
A weekly schedule is a way to keep track of your activities and tasks for the
week. A weekly schedule includes everything you have to get done, and
helps you plan out when you can get things done. It also helps you see how
much time you have available.
SOURCE
https://www.stackfield.com/blog/taskmanagement-101-111
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SELF CHECK 2.1-1
1. The act or process of analyzing and evaluating oneself or one's actions

a. Self-Assessment
b. Re-Assessment
c. Evaluation
d. Self-worth
2. Common place tasks, chores, or duties as must be done regularly or at

specified intervals
a. Daily task
b. Weekly task
c. Duty
d. Task Management
3. Essential to ensuring the success of the employee in a position

a. Self-Assessment
b. Re-Assessment
c. Evaluation
d. Duty statement
4. The tasks are therefore more extensive

a. Coordinated task
b. Planned task
c. Incidental task
5. These are spontaneous tasks and purely individual cases, which are
neither complex nor part of a larger project.
a. Coordinated task
b. Planned task
c. Incidental task
d. None of the above 79
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COMMON COMPETENCY
ANSWER KEY 2.1-1
1. A
2. A
3. D
4. A
5. C
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COMMON COMPETENCY
“PERFORMANCE STANDARD”
INTRODUCTION
Performance standard is defined as a management-approved expression to

specify and quantify performance thresholds, performance requirements,
and performance expectations that must be met adeptly to ensure efficient
accomplishments of business-specific functions.
These standards are primarily used in employee performance plans, and all
the critical elements that can quantify employees, performance are included
in the standards. Performance standard helps businesses in analyzing the
performance of employees, and how much their performance and efficiency
have deviated from specified plans. Using these standards, companies can
make efficient performance based on appraisal decisions.
There are plenty of providers as well as businesses that make use of

performance standards to help the employees develop an exhaustive
understanding regarding their duty and responsibilities.
This way, call center service providers to educate their staff regarding the
significance of maintaining performance thresholds, requirements, and
expectations. This certainly helps in accomplishing outsourced business
functions adeptly, besides ensuring proficient outcomes and results to
clients. To ensure the same, performance standards must be measurable,
realistic, and objective. As this is quite a tricky task to write performance
standards, plenty of businesses seek assistance and guidance from outside
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companies. More importantly, performance standards should also include

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the critical measurable items required to appraise performance. Therefore,

COMMON COMPETENCY
call center India ensures measurable performance standards. This helps
them in not only monitoring the overall quality standards of call center
services.
To ensure efficient performance standards, call centers in India pay

special attention to:
Quality: This performance standards metric refers to the accuracy,

effectiveness, and relevance of business information that call center agents
share with customers.
Quantity: This is somewhat related to telemarketing firms or outbound

contact centers, as the performance of agents in outbound call centers is
evaluated on the basis of quantity of sales.
Time: This performance standards metric refers to how quickly an agent

has provided efficient solutions to customers through services rendered by
inbound call centers or outbound call centers. Average handle time is the
total duration of one customer transaction. It includes hold time, talk time,
and follow-up tasks that are involved in the transaction. A good average
handling time provided by the call center is 6 minutes 3 seconds.
First Contact Resolution (FCR): It is one of the important performance

standards metric. FCR indicates a contact center‘s ability to resolve a
customer‘s issues for the first time they call. In today‘s omnichannel contact
center milieu, it‘s not always easy to measure FCR, since it can be difficult
to gauge which interaction was truly the customer‘s first contact. Normally,
the industry benchmark for FCR is 70-75%.
Case Escalation: It refers to escalation from an agent to a supervisor. This

is an issue that needs to be tackled on priority because it could indicate
serious gaps in agent‘s skills or training.
QA Scoring: QA scoring is a way to access a call center‘s call quality. It

involves analyzing recorded calls and comparing them with preset standards
around courteousness, professionalism, greetings, etc. This performance
standards metric is a very popular metric with an accepted industry of 75-
90% scoring 4 random calls per month.
Net Promoter Score (NPS): Generally, any net promoter scores above zero
would be considered good. But below indicates that the company needs to
start improving and understanding customer satisfaction levels.
SOURCE
https://go4customer.com/glossary/p/what-is-performance-standards
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SELF CHECK 2.2-1
1. This is somewhat related to telemarketing firms or outbound contact

centers, as the performance of agents in outbound call centers is evaluated
on the basis of quantity of sales.
a. Quality
b. Quantity
c. First Contact Resolution (FCR
d. Case Escalation
2. It is one of the important performance standards metric.

a. Quality
b. Quantity
d. Case Escalation
3. This performance standards metric refers to the accuracy, effectiveness,

and relevance of business information that call center agents share with
customers.
a. Quality
b. Quantity
d. Case Escalation
4) This is an issue that needs to be tackled on priority because it could

indicate serious gaps in agent‘s skills or training.
a. Quality
b. Quantity
d. Case Escalation
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ANSWER KEY 2.2-1
1. B
2. C
3. A
4. D
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“BUILD CREDIBILITY WITH CUSTOMERS/CLIENTS”
INTRODUCTION
Credibility is essential for converting contacts into customers. While you

might have the better product or service. However, if you lack credibility,
perceived or otherwise, chances are you won‘t make the sale and your
potential customer will go knocking on a competitors door.
So how do you build your credibility in the eyes of your potential customers?
Contrary to popular belief credibility doesn‘t start by focusing on your
experience and expertise, it starts by meeting your potential customer where
they are, identifying what they need and want, then easing their frustration
by solving their problems.
To help you here are five ways you can establish credibility with your
potential customers before you start talking about yourself.
9 steps to build customer trust
Part of your job as a key account manager is help your customer make
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better decisions. To encourage them to embrace change and to take action

that leads to better results, faster.
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Which means they need to believe you know what you're talking about and
have the expertise to turn your promises to reality.
You need to establish trust and credibility to quickly to make an impact.
The good news is it's not difficult.
Here are some ways to grow your reputation as a credible and trustworthy
key account manager.
1. Appreciate the business your customers give you
Adopt a gratitude mindset.
While of course it's a two-way street and you are providing a solution your
customer values, I still think it's important to appreciate that without your
customers you wouldn't have a business. c
Here's a simple exercise. Write down 3 things you enjoy, like or a grateful for
when it comes to your customers.
If you're a key account manager with hundreds of customers, then think

about them collectively. Go through your portfolio and make your list per
account. I've found this really helps me not sweat the small stuff and keeps
me engaged with my customers even when I am having a bad day (or they
are).
2. Become an eternal optimist
We all have bad days, even our customers. You'll quickly establish your
credibility if you approach your partnership with optimism.
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Be the type of account manager who helps their customers see the
possibilities in their partnership with you and takes the steps towards
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Your customer will soon learn to trust that you are someone they can rely
on during adversity because you have helped them come out the other side.
3. Say thank you to your customers
When my niece was a toddler she used to sing:
to the tune of the nursery rhyme classic, Frère Jacques. We teach children
to be polite but often we forget as grown-ups the simple art of thank-you.
A brief thank you note as a follow up goes a long way. If a customer has
helped me out I'll send a new email (not a reply) with the subject line "Thank
you..."
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Here's an example of one I sent recently:
 I just wanted to drop you a quick note to say thank you for your
support in arranging the presentation to your Leadership team this
week.
 I really enjoyed the meeting and have already had some encouraging
feedback on the proposal we shared - couldn't have done it without
you.
 Have a great week and talk soon.
Not only is this a terrific way for building trust and credibility with your
customer, it's a nice thing to do.
4. Share leads with your customer
As a key account manager, you have customers from a variety of industries

and your main contact is likely from the purchasing team. If you stumble
across an opportunity to connect your customers, then make the
introductions.
For example one of my customers was looking for new premises and another
of my customers was in commercial real estate, so I put them in touch.
5. Listen more than you speak
The secret to building trust is to be a great listener.
Let your customers do all the talking.
Not only will you build instant rapport and likeability, your customer may
share some gossip (in which case they have no choice but to trust you).
6. Be honest, even if it means losing sales

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Don't sell your customer something they don't need. Your goal as a key
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And then show how you can solve them.
If a product or service is not fit for purpose, if it's not quite right - then say
so. It's far better to be honest upfront then deal with the fallout later when
they're disappointed.
This not only fails to build trust and credibility, it destroys it.
Many years ago, a potential customer set up a pre-implementation meeting

with me prior to making a decision on awarding the contract. We went
through every aspect of our product in detail.
There were some gaps, of course (there always are).
Some of the reporting and billing solutions didn't meet what they were
looking for and I told them so.
The customer said they appreciated my honesty and that it wasn't a deal
breaker. Now they knew how things worked, they could manage
expectations internally.
We won the contract and I had one of the smoothest implementations I've
ever had with a customer.
7. Be free with information and advice
Your customers expect their key account manager to be an industry expert

and to know the benefits of their solution. So try sharing the occasional
article that relates to your (or their) business. Perhaps recommend a book
you've read or a podcast you listen to or a new study that was just released.
Don't just rely on your company's marketing newsletter.
Twitter is a great place to find this type of content.
8. Focus on the results that matter to them, not to you
Nothing establishes credibility like a strategic plan You need to understand

your customer's needs, their priorities and how they're measured.
Then you can build a strategic plan by identifying opportunities and listing
the actions you're going to take to achieve them.
Check out a recent post in which I show you how to create a strategic plan
including a free template.
9. Meet your commitments

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When my mother chased me to do my chores, I usually yelled: "I'm going to".

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Don't be the type of key account manager who's always missing deadlines
and promising to get around to it.
It's the fastest way to lose credibility.
If you make a commitment, meet it.
When you've delivered, follow up.
Ask your customer if things are as they expected, what impact it's made and
get feedback.
Sometimes things happen. People let us down, we forget, technology fails...

all sorts of reasons. Let your customer know ASAP.
If you've missed a deadline, make sure to phone (not email) to apologise and
discuss next steps.
Don't miss it a second time. Trust and credibility depend on your reliability.
SOURCE
https://www.accountmanager.tips/building-trust-and-credibility/
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SELF CHECK 2.3-1
1. While of course it's a two-way street and you are providing a solution your
customer values
a. Become an eternal optimist
b. Appreciate the business your customers give you
c. Listen more than you speak
d. Be free with information and advice
2. Be the type of manager who helps their customers see the possibilities in
their partnership with you and takes the steps towards achieving that
potential.
c. Listen more than you speak
3. If you stumble across an opportunity to connect your customers, then

make the introductions.
c. Share leads with your customer
4. The secret to building trust is to be a great listener.

d. Listen more than you speak
5. Don't be the type of key account manager who's always missing deadlines
and promising to get around to it.
a. Meet your commitments
d. Listen more than you speak
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ANSWER KEY 2.3-1
1. B
2. A
3. C
4. D
5. A
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HCS515204
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“CLIENTS”
INTRODUCTION
Often, „client‟ and „customer‟ are words that are used interchangeably. If
you are guilty of using these two words identically, you are not alone. In
fact, the difference between client and customer has mystified many in the
business world, particularly in the SaaS industry. However, there are
distinct differences between clients and customers.
You may want to shift your business strategy once you have finished
reading this article to account for these differences, but we guarantee you‘ll
at least learn a great deal about the definitions and why they matter. We‘re
going to explore the client vs. customer difference and why it is important,
but first, we will define them separately. Here are the sub-topics we will be
exploring today.
What is a Customer?
First and foremost, you should understand that if you have a SaaS
business, anyone that buys a subscription to your product is customer. This
goes for every tier you offer, up to and including Enterprise tiers.
A customer will choose the kind of service they want to pay for right away.
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They want an immediate exchange of value for their money. All SaaS clients
are customers, but not all SaaS customers are clients.
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Customers pay money for precisely the SaaS product they need in order to
immediately gain value from it. They may get what they were looking for and
leave after a trial period or perhaps a billing cycle or two. Sometimes,
customers‘ needs were short-lived so they will no longer find using your
product advantageous.
SaaS Customers
SaaS businesses can have customers. These are people who decide on which
one of your services and subscription levels they want, based on what they
need, how much they are willing to pay, and what value they will receive.
There are no complicated agreements or contracts, and all services are

generally standardized. The only difference lies in the subscription level
chosen. Everyone who pays for a particular subscription level to your
product receives the same service, functions, and features. There is no
customizable toolset design for each individual customer.
You always want to frame everything you do in terms of having customers.

This is why you focus on customer success, customer service, and customer
support. You ultimately want to satisfy the needs of your customers. This
will require you to keep track of various metrics and indicators, to ensure
you minimize customer churn and maximize customer retention.
Just because those who buy your product are considered customers doesn‘t
mean they cannot receive personalized service in some way. For example,
you can provide them with onboarding assistance, as well as helpful
customer support, no matter what.
This personal touch blurs the line between customer and client. However, as
long as they are purchasing a subscription that offers the same features to
everyone, you have customers.
What is a Client?
A client is a more loyal customer. Whereas a customer essentially purchased

from you once and never returned, a client will maintain an ongoing
relationship with you and your product. A client is a customer with whom
you build a relationship.
This is not to say that customers don‘t feel like they have any sort of
relationship with a SaaS product or company. However, by definition, the
relationship will be short-lived, if anything.
A client, on the other hand, will invest in your product for the long-term.
They want to develop a personalized and long-term connection with your
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product and your company, to gain value for the long run. A client may
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remain with you for years, while a customer may only stick around for a
month.
Furthermore, a client is someone who does not focus on the immediate

exchange of money for services. They are more interested in the big picture
and how your product can help them continuously achieve success for the
foreseeable future.
With money left in the background, the relationship feels more like a
partnership, which can increase the satisfaction and dedication of both the
client and your business.
Why Client vs. Customer Is Important?
Within the SaaS industry, the client vs customer dichotomy is key to your
business strategy. Since clients will pay for your product for a much longer
time, these relationships will usually require more time and attention, which
means more resources dedicated to customer success.
Clients will be your most loyal customers, so it makes sense that you should
strive for maximum customer retention of your clients. Customer retention
usually costs five times less than customer acquisition, which emphasizes
just how important it is to provide high personalization and quality service
and support to your clients.
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You may even decide to provide more tailored support to your clients. This is
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COMMON COMPETENCY
These clients will not only get cloud-hosted subscription software but will
also receive more attention and dedication to their needs, for them to
achieve the greatest success possible.
Compare and Contrast
So, now that you understand why it is important, let‘s take a closer look at
the similarities and the key differences between customers and clients so
you can have a greater appreciation for each.
Similarities: Customer vs. Client
Customers and clients both purchase from you, regardless of the length of
their relationship and intent to stick with you. Both require and deserve
your attention with any issues that arise and the best customer service you
can offer. Both are valuable to the success of your business, but the
differences between them may explain the value of your long-term success.
Key Differences: Customer vs Client
 Definition: Simply put, a client is the one who wants professional

support/service from the company. Whereas, a customer refers to a
person who purchases products or services from the company.
 Relationship: When a customer completes a one-time purchase, there

is no formal relationship or agreement with the seller. However, clients
commit to a longer business relationship, which may or may not end
after the first purchase.
 Length of Time: Generally, customers do not trust goals based on

longer time frames. Instead, they just target to grab one-time sales.
On the contrary, companies that have clients always have to put their
best foot forward and see the time frame too, or else the clients might
churn.
The Role of Customer Success
The good news is that you do have some control over who is ultimately
considered a customer that comes and goes and those that continue with
you and transition to clients. By proactively investing in the success of your
customer, you are increasing the likelihood that they will renew or upgrade
their services with you.
Customer success is a tried-and-true methodology that allows organizations

to focus on long-term customer relationships, which, of course, defines them
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as your clients. The key is the ability of customer success-focused

organizations to proactively determine solutions to any potential issues,
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COMMON COMPETENCY
Beyond customer service or customer support, which are reactive
approaches to dealing with customers, the proactive approach of customer
success creates a strong bond between your product and your brand and
your client increasing both retention and profits.
SOURCE
https://www.smartkarrot.com/resources/blog/client-vs-customer/
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SELF CHECK 3.1-1
1. A loyal customer and will maintain an ongoing relationship with you and
your product.
a. Model
b. Customer
c. Client
d. Employee
2. They want an immediate exchange of value for their money.

a. Model
b. Employee
c. Client
d. Customer
3. Customer success is a tried-and-true methodology that allows

organizations to focus on long-term customer relationships, which, of
course, defines them as your clients.
a. True
b. False
4. Clients commit to a longer business relationship, which may or may not

end after the first purchase.
a. True
b. False
5. Customers and clients both purchase from you, regardless of the length
of their relationship and intent to stick with you.
a. True
b. False
6. All behavior is purposeful, even misbehavior.

c. True
d. False
7. Fill in the blank: ________ people as they are. Don't make your acceptance
________ on their behavior.
a. Respect ; hinge
b. Judge ; reflect on
c. Reject ; build
d. Accept ; dependent
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ANSWER KEY 3.1-1
1. C
2. D
3. A
4. A
5. A
6. A
7. D
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“FAULTS”
INTRODUCTION
At some stage your business is likely to receive a customer complaint.

Dealing with it in a positive and constructive manner will help to keep your
customers.
In general customers who are unhappy with your product or service will not
complain to you – but they will complain to others and take their business
elsewhere. Managing customer complaints and resolving them quickly will
result in improved business processes and repeat business.
Complaints handling policy
Develop a complaints handling policy. It should include reassuring

customers that you value their feedback and you are committed to resolving
their issues in a fair, timely and efficient manner.
It should also:
 explain how customers can make a formal complaint
 identify the steps you will take in discussing, addressing and resolving
complaints
 indicate some of the solutions you offer to resolve complaints
 inform customers about your commitment to continuous improvement
Complaints handling procedure
Once you have developed a policy you can create a procedure for handling
complaints. A procedure will ensure complaints are dealt with the same
way, every time. The procedure should be easy to understand and follow by
all your staff.
Your procedure could include the following steps.
1 - Listen to the complaint
Thank the customer for bringing the matter to your attention. Apologize and
accept ownership, don‘t blame others and remain courteous.
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2 - Record details of the complaint
Go through the complaint in detail so you can understand exactly what the
problem is. Keep records of all complaints in one central place or register.
This will help you identify any trends or issues.
3 - Get all the facts
Check that you have understood and recorded the details of the complaint
correctly. Ask questions if necessary.
4 - Discuss options for fixing the problem
Ask the customer what response they are seeking; it could be a repair,
replacement, refund or apology. Decide if the request is reasonable.
5 - Act quickly
Aim to resolve the complaint quickly. If you take a long time they tend to
escalate.
6 - Keep your promises
Keep the customer informed if there are any delays in resolving their
request. Don‘t promise things that you can‘t deliver.
7 - Follow up
Contact the customer to find out if they were satisfied with how their
complaint was handled. Let them know what you are doing to avoid the
problem in the future.
Make sure your staffs are trained to follow your procedure when handling
complaints and those they have the power to resolve issues as quickly as
possible.
Encourage your customers to provide feedback and complaints so that they

let you know when there is a problem and give you the opportunity to
resolve it.
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SOURCE
https://www.smallbusiness.wa.gov.au/business-advice/avoiding-and-managing-
disputes/handling-customer-complaints
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SELF CHECK 3.1-2
1. Aim to resolve the complaint quickly. If you take a long time they tend to
escalate
a. Follow up
b. Act quickly
c. Discuss options for fixing the problem
d. Record details of the complaint
2. Keep records of all complaints in one central place or register. This will
help you identify any trends or issues.
a. Record details of the complaint
b. Act quickly
d. Follow up
3. Ask the customer what response they are seeking; it could be a repair,
replacement, refund or apology. Decide if the request is reasonable.
b. Act quickly
d. Follow up
4. Keep the customer informed if there are any delays in resolving their
request
b. Act quickly
d. Keep your promises
5. Contact the customer to find out if they were satisfied with how their
complaint was handled.
b. Act quickly
d. Follow up
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ANSWER KEY 3.1-2
1. B
2. A
3. C
4. D
5. D
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“DOCUMENTATION”
INTRODUCTION
Organizations use policies and procedures to outline rules outline courses of

action to deal with problems. Organization's policies and procedures to
make employees understand the organization‘s views and values on specific
issues, and what will occur if they are not followed. Policies are general
statements of how organizations want to behave and procedures define
exactly how to do a task or perform step by step. A policy can be security
related also and that can be used to identify risks and mitigate risks.
Example: Organization can have a policy to implement physical security and

prevent unauthorized access inside the office premise. This policy is
applicable to everyone in the organization and general public and must be
followed strictly, without deviation. Policy may state that public can access
only up to the reception and beyond reception only employees are allowed.
Procedure is the step-by-step instruction given to the reception area how to
deal with anyone who is trying to cross reception and trying to enter inside
the office.
Policy
All the employees must identify themselves with an two-factor identification

process. Using identity card and with biometric finger print scan to enter
inside the office area.
Procedure
1) Anyone who is trying to enter the office area from reception must cross
the first security guard check point.
2) All the employees must have the identity card and show their identity
card to the security guard for verification.
3) The security guard must thoroughly check the identity card, photo of the
employee, name of the employee and card issuer's signature in the identity
card to make sure that he is an employee of the company.
4) The face of the employee must be clearly visible for security inspection.
5) Once the security identity that the employee is genuine, he can move
forward and scan his fingerprint to access the office.
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6) If the employee‘s face is not similar to that in identity card, the security
guard must contact the senior officer of the employee or human resources
department for verification.
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7) If any person who is trying to enter the office from reception cannot be
verified as a genuine employee, they must be guided out of the building by
the security guard.
Standards and Guidelines
A standard is used to specify the technologies which must be used for a

specific task and guidelines are only suggestions and are not mandatory.
CLIENTS‟ REQUIREMENTS
The best salons all have one thing in common: they deliver an exceptional
experience for every guest, every time. Whether a client has been coming to
your salon for years or is visiting for the first time, it‘s important to prepare
beforehand for each appointment. This preparation isn‘t just for your
stylists. When you prepare clients for salon services, they feel more
confident and comfortable during their appointment. This positive
experience is what will keep them coming back for years to come. These are
the essential steps to do every time.
1. LAY THE GROUNDWORK

Is the guest who will soon be in your chair already a regular? Refresh your
memory beforehand with any notes you took during their last appointment.
These may be consultation details about what they‘d like to achieve with
their hair or information about their last appointment like cut and color
formulas.
If you have any personal notes, even better! Try to remember what is special
to your client. Was their last appointment in preparation for a wedding or
special event? Perhaps they recently welcomed a new grandchild. Whatever
it is, don‘t be afraid to jot down the little things and ask them follow-up
questions to make conversation.
2. NAIL THE INTRO

Today, we‘re all about going touchless and minimizing contact when it‘s
appropriate, and that‘s okay! By looking your guest in the eyes and
expressing a warm welcome, the sentiment is the same. Shaking hands isn‘t
a necessity when you want to prepare clients for salon services.
Start off by asking them how their day has been and let them know that
you‘re excited to work on their beautiful hair. For some guests,
appointments can be rather long (especially for color). With this in mind, it‘s
not a bad idea to point out your restroom in case they need to use it before
getting comfy in the chair.
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3. SET THEM AT EASE

Once your guest is in the seat, it‘s time to get comfortable. Whether your
salon offers water, coffee, tea, or other refreshments (glass of bubbly,
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anyone?), ask them if they‘d like anything. Provide a few magazine options
as well. They may need some reading material when it‘s time to hang out
under the dryers.
4. START WITH A CLEAN SLATE

Cleaning requirements were always an important aspect of the salon
industry, but now they‘re top of mind for guests, too. Put your guests‘ minds
at ease by giving a quick rundown of your current sanitation protocols, if it
feels appropriate and isn‘t posted elsewhere around the salon.
Note that you are giving them a freshly laundered gown and using towels
that have been thoroughly washed. Further, discuss how you sterilize all of
your tools and surfaces in between guests. If your salon has a specific mask
policy, be sure to remind them of those expectations.
5. DIG INTO THEIR CUSTOMIZED CONSULTATION

They‘re in the chair and ready to go. From here, what better way to prepare
clients for salon services than to conduct a client consultation? This
approach is a great way to build trust and manage expectations.
It‘s also a unique opportunity for your stylist to get a better understanding
of someone‘s lifestyle, hair goals, and daily beauty routine. Guests‘ young
and old all want great hair, and a fabulous consultation can help.
Not sure where to start? Get started with these questions:
 What do you currently like about your hair?

 What would you like to change about your hair?
 Do you use any tools or specific products?
 How much time do you spend styling your hair every morning?
 Is styling your hair enjoyable or a chore?
 Do you have to attend a lot of work events or social gatherings?
Remember, you don‘t just need to prepare clients for salon services when
they‘re new. It‘s also a good idea to review consultation notes with repeat
guests to ensure you‘re up to date on their preferences. Who knows—they
may be ready to rock a new easy pixie or want to go with a bold new shade!
6. TAKE A BEFORE PICTURE

If appropriate (and with their approval), take a ―before‖ photo. Guests love to
see an amazing before and after comparison. It demonstrates the beautiful
work you‘ve done and boosts their self-confidence.
As noted, you can store these before/after photos directly in the guest‘s file.
Not only are before and after photos great to keep on record, they‘re also
wonderful marketing tools. If a guest gives you the go-ahead, share their
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amazing hair transformations on your social media accounts or email

newsletters.
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7. DISCUSS PRODUCTS YOU‟LL USE
Finally, products are such an important part of your overall salon
experience. Not only do they create an additional source of revenue, but they
help you take your services to the next level! Are you planning to use a
luxurious conditioner or a wonderfully scented finishing mist? Keep your
guests in the know! Prepare clients for salon services by discussing the
products you‘re using.
With the salon management software, you can quickly add, edit, and delete
inventory in your system. Plus, our simple and intuitive inventory reports
make tracking easy. Determine your top-selling products, set up automatic
reorders, and weed out the items that are on the shelf collecting dust.
AFTER THE APPOINTMENT

You‘ve successfully completed the appointment and your guest is in love
with their new look. What‘s next?
With your guests can pay for their services and products, pre-book, and be
on their way in a few minutes! Our comprehensive salon management
software allows your guests to pay at a reception desk, directly with your
stylists with our ―card on file‖ functionality, or on their phones. With the
Pocket Salon app, guests can simply add a tip and select the card they want
to use to make an instant payment!
SOURCE
https://www.omnisecu.com/ccna-security/organizational-policies-procedures-
standards-and-guidelines.php
https://salonbizsoftware.com/blog/prepare-clients-for-salon-services/
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SELF CHECK 3.2-1
1. Refresh your memory beforehand with any notes you took during their
last appointment.
a. Lay the groundwork
b. Nail the intro
c. Set them ease
d. Take a before picture
2. Guests love to see an amazing before and after comparison. It

demonstrates the beautiful work you‘ve done and boosts their self-
confidence.
b. Take a before picture
c. Set them ease
d. Nail the intro
3. Keep your guests in the know! Prepare clients for salon services by
discussing the products you‘re using.
c. Discuss products you will use
d. Nail the intro
4. This approach is a great way to build trust and manage expectations.

d. Dig into their customized consultation
5. Shaking hands isn‘t a necessity when you want to prepare clients for
salon services.
d. Nail the intro
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ANSWER KEY 3.2-1
1. Refresh your memory beforehand with any notes you took during their
last appointment.
b. Nail the intro
c. Set them ease
d. Take a before picture
2. Guests love to see an amazing before and after comparison. It

demonstrates the beautiful work you‘ve done and boosts their self-
confidence.
c. Set them ease
d. Nail the intro
3. Keep your guests in the know! Prepare clients for salon services by
discussing the products you‘re using.
d. Nail the intro
4. This approach is a great way to build trust and manage expectations.

d. Dig into their customized consultation
5. Shaking hands isn‘t a necessity when you want to prepare clients for
salon services.
d. Nail the intro
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“SPECIFIC QUALITY STANDARDS”
INTRODUCTION
Salons that are popular and successful often have certain things in
common. In part, it is through the recruiting of good employees and keeping
up with the latest popular hairstyles and trends. However, it may also
include keeping both clients and employees happy to reduce turnover.
Because there is a lot of competition among salons, standing out among the
crowd is how a salon rises to the top. Your cosmetology license got you into
the profession you love, and continuing education courses can help you
reach that pinnacle of success. Following are eight of the characteristics you
will find in the most successful salons.
1. Every Client Is Special
Keeping clients happy involves more than a good haircut or other services.
By focusing on clients every time they visit and making them feel special,
you ensure repeat visits and word of mouth praise that can bring in new
customers.
2. Embrace Technology
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Keeping up with technology is important in any business. Rather than using

old-fashioned techniques, software geared toward salons can keep a
business running smoothly. From scheduling and marketing to sending out
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COMMON COMPETENCY
automated emails with specials, there is technology that can take a salon to
the next level. New techniques for marketing your salon may be a welcome
addition.
3. Keep it Clean
Clients view the cleanliness of a business as part of the reason they go

there. Dirty bathrooms, hair on the floor and untidiness shows that the
salon is not as professional as it should be. Salons should be kept in
spotless condition, and this also applies to the hairdresser. Sloppy attire
and unkempt hair can prompt a client look for a new salon.
4. Communication Is Key
Being able to communicate well with clients and employees is a prime factor
in the success of a salon. Communication skills needed in a salon include
ironing out problems and building a good rapport with clients.
5. Employee Recruiting
Having employees who are both skilled and fit in with your business model
is vital to a salon‘s success. It can be helpful when interviewing new hires to
prepare a list of questions that can help weed out those who don‘t seem to
be a good fit for your salon and identify the ones who are.
6. Keep an Eye on Growth Indicators
The amount of revenue coming into a salon each month is only one indicator
of a successful business. Salon owners also need to focus on the number of
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new clients that start coming to the salon and whether or not they make
return visits. Other indicators of business growth include the average
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amount being spent in the salon and how often clients come in for
appointments.
7. Work toward Having Employees Happy
It‘s one thing to hire a talented new employee. Now you also have to work
toward keeping them, and that is accomplished by engaging them and
making them feel as though they are part of the team. Some find that
instead of meetings that are nothing more than making announcements,
occasionally adding in a salon-oriented game can elevate everyone‘s mood.
8. Take Advantage of Educational Opportunities
Salons that emphasize education tend to perform better financially than

those that don‘t. In fact, some salons pay for their employees to take
continuing education courses. Also, some set aside a little time on a regular
basis to help new employees, and others bring in outside talent to spend
time sharing and training employees on new trends and techniques. This is
not only a positive move for the stylists working there, but it also provides a
valuable perk to retain talented employees.
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Hair Salon Regulations and
Rules: What You Need to Know
Customer service standards exist in every beauty salon, in one form or
another. This could be a verbal instruction from the owner, an unwritten set
of rules, job descriptions, corporate identity, etc. In the end, even greeting
the clients with a cheerful ―Hey!‖ is also sort of a standard.
Usually, though, the existing norms are chaotic and unorganized, and it‘s
just a matter of time for problems to arise when employees start to behave
as they please. Have you ever considered how many clients you‘re losing just
because the administrator came to work not in the right mood? Keep in
mind that your clients are much more conscious and demanding than you
might think.
Of course, customer service at a small low-cost hairdresser‘s will be different

from that in the premium-class beauty salon. Yet, any client is looking for
high-quality service, so if they can‘t have it in one salon, they will find it at a
competitor‘s.
You can avoid this by clearly setting hair salon regulations and rules and
teaching the staff to follow them. Here, you will find a step by step tutorial
on how to do it effectively.
Stage0. What is the purpose of standardization?
It‘s easier to understand when you know what is going to change after you
implement certain beauty salon rules and regulations. Regardless of your
salon‘s type or pricing segment, you will see that:
 The quality of your customer service has improved, while the new,
guaranteed ―brand service‖ is attracting new customers and adding to
the number of regulars. As a result, your profit also grows.
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 The sales are growing. When employees are trained to properly

conduct a conversation, more phone calls will result in real visits and
clients will be more likely to buy products and book repeat visits.
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 Your salon‘s brand identity has become more recognizable — positive
atmosphere inside a beauty salon is contagious.
 The number of conflict situations inside the team has reduced

significantly. Each employee knows their tasks and responsibilities,
and can easily fill in for an absent co-worker, without unnecessary
questions.
 New workers find it much easier to adapt and make fewer mistakes.
Moreover, hair salon regulations and rules change the approach to the
hiring process: employees that clearly won‘t be loyal are screened out
during the selection phase.
 Controlling the effectiveness of your employees becomes much easier;

plus, clear criteria of evaluation are great for boosting motivation.
 It‘s not only the clients who see that your salon is trustworthy and
reliable but your suppliers as well.
Standardization requires some time: first, you need to develop the salon
rules and code of conduct; then — motivate your employees to follow them.
But all your efforts will pay off tenfold. Further, you will find a few tricks to
help simplify the process.
Stage1. Developing standards of customer service in a beauty

salon
The code of conduct for hairdressing salon is a rulebook with explicit

instructions that must be followed: what to say when you greet a client,
what to offer during a service, what to say during a call, how to book a new
appointment, and so on.
There are no guidelines for developing these standards. It wouldn‘t be fair to

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use the ―one size fits all‖ approach: rules for a high-end beauty salon, SPA
or a high street cosmetology center would always differ in one way or
another.
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However, we still have the question of what exactly should these salon rules
describe? Following are the main points you should consider.
Stages of customer service in a beauty salon:

 Booking an appointment and greeting the client;
 Initial consultation;
 Getting acquainted with the services and specialists;
 Algorithms of providing the services;
 Offering additional services and products;
 Completing the service and making payments;
 Booking a repeat appointment.
Communication with the clients:

 Incoming and outgoing calls;
 Offering a drink or answering questions;
 Resolving conflict situations;
 Making complementary gifts and giving testers;
 Conducting surveys;
 Working with feedback, including from your website and social media
pages.
Staff appearance:
 Uniform clothing and shoes;
 Avoiding sharp perfume scents;
 A list of permissible and unacceptable gestures and manners;
 Hair, makeup, and manicure requirements.
Working instructions:
 Operating procedures of the administrators;
 Operating procedures of the professionals;
 Operating procedures of the client managers;
 Operation procedures of other specialists if needed.
Cleanliness and hygiene:

 Instructions on how to clean the salon, disinfect and sterilize the
tools;
 Storage of tools and equipment;
 Preparation of the workstation;
 Cleaning the work, break, and restrooms;
 Sanitary conditions.
Internal schedule:
 Attendance records;
 Work and rest balance;
 Managing the client database;
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 Working with the cash register;

 Fines and rewards system.
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It seems complicated to account for every single detail, but it‘s not a huge
issue if you forget something. You can expand your hair salon regulations at
any moment. While working with the rulebook you currently have, you can
analyze and distinguish what really works for your salon and what doesn‘t.
The common principle is to define the most common cases and then uncover
the secondary details.
Stage2. Detailing and writing the rules
More than just writing the salon regulations on paper, you need to make
sure that they are actually followed. How can you do that?
 Make reasonable demands. Every standard should be backed up

with objective reasoning. Of course, you don‘t have to explain yourself
to the employees, but you will be more respected if your requirements
are justified.
 Give straightforward instructions. Simple and specific instructions

like ―open the salon at 7.50 a.m.‖ are more comprehensible than just
―open the salon on time‖ since they can‘t have a double meaning.
 Set achievable conditions. Keep in mind that you are formulating

salon rules for real people, not machines. If you can provide your
employees with comfortable working conditions, they will strive you
offer high-quality customer service rather than just doing what they‘re
told.
 Keep an open mind. Clients feel when you are sincere. And while it is
good to have scripts for describing the most common situations, leave
room for creativity and inspiration. This will make your salon more
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Try to involve your staff in the writing process. This way, they can share
ideas based on their own experience with the customers and will be more
susceptible to changes.
Stage3. Implementing new standards
Ideally, the salon regulations for health and safety should be developed
before opening your business. That way, you‘re assembling a team that
agrees with your requirements. However, when you have a well-established
salon, new rules might be harder to implement.
Here are some suggestions on how you can make the transition faster and
smoother:
 Explain, in simple terms, what exactly is going to change in the
routine tasks;
 Rationalize each change so they don‘t seem pointless;
 Welcome feedback and involve the staff in developing the standards, if

it‘s possible;
 Provide training, print out the instructions and other informational

materials;
 Define the timeframe in which the changes will take effect;
 Motivate and reward good behavior, and don‘t rush to issuing fines in
the first few months;
 Replace the notebooks and Excel files with a CRM or salon software to
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Implementing the salon rules and regulations might take you anywhere from
2 to 5 months and it is useful to monitor that employees comply with your
requirements. It‘s not necessary to spring a test (although that is not a bad
practice, especially for new employees) but you could randomly listen to the
recordings of phone conversations with the clients, ask for feedback or use
the ―secret customer‖ service.
You can make the necessary changes in the standards later while
monitoring if employees comply with the rules on practice.
Stage4. Managing and correcting
Here are some of the other benefits you get in terms of implementing
customer service standards. Beauty salons‘ helps you:
 Reduce the time required for performing routine tasks (e.g., booking
appointments, searching for client‘s contacts or personal information,
selling services).
 Reduce the risk of employees stealing clients.
 Control employee performance (result-based).
 Spend less time and process the complaints and negative feedback
more effectively.
 Set up rewards, fines, and salaries: they are calculated automatically.
 Have all the necessary reports at hand; for example, you can see
which clients have become regular and how much did your profit
increase.
SOURCE:
https://beautyce.com/8-characteristics-of-successful-salons/
https://beautyprosoftware.com/blog/hair-salon-regulations-and-rules-
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what-you-need-to-know/
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SELF CHECK 3.2-2
1. Following are the stages of customer service in beauty salon except;

a. Booking an appointment and greeting the client;
b. Initial consultation;
c. Algorithms of providing the services;
d. Completing the service and making payments;
e. Conducting surveys;
2. Following are considered communication with the clients‘ in beauty salon

except;
a. Incoming and outgoing calls
b. Offering a drink or answering questions;
c. Booking a repeat appointment
d. Resolving conflict situations
e. Making complementary gifts and giving testers;
3. Following are the standard staff appearance except;

a. Uniform clothing and shoes;
b. Booking a repeat appointment
c. Avoiding sharp perfume scents;
d. A list of permissible and unacceptable gestures and manners;
e. Hair, makeup, and manicure requirements
4. Following are the working instructions except;

a. Operating procedures of the administrators;
b. Operating procedures of the professionals;
c. Operating procedures of the client managers;
d. Operation procedures of cashiers
e. Operation procedures of other specialists if needed
5. Following are the cleanliness and hygiene preference in salons except;

a. Instructions on how to clean the salon, disinfect and sterilize the
tools;
b. Storage of tools and equipment;
c. Preparation of the workstation;
d. Cleaning the work, break, and restrooms;
e. No conditions.
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ANSWER KEY 3.2-2
1. E
2. C
3. B
4. D
5. E
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“ENGAGE IN QUALITY IMPROVEMENT”
INTRODUCTION
Quality improvement (QI) is a systematic, formal approach to the analysis of

practice performance and efforts to improve performance.
A variety of approaches—or QI models—exist to help you collect and analyze

data and test change. While it‘s important to choose a reputable QI model to
guide your efforts, it‘s more important that you fully commit to using the QI
process and good QI practices.
Benefits of QI
Understanding and properly implementing QI is essential to a well-
functioning practice, and is necessary for any practice interested in
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Quality Improvement Basics
The QI process is grounded in the following basic concepts:
 Establish a culture of quality in your practice. Your practice‘s

organization, processes, and procedures should support and be
integrated with your QI efforts. The culture of a practice—attitudes,
behaviors, and actions—reflect how passionately the practice team
embraces quality. The QI culture looks different for every practice, but
may include establishing dedicated QI teams, holding regular QI
meetings, or creating policies around your QI goals.
 Determine and prioritize potential areas for improvement. You

will need to identify and understand the ways in which your practice
could improve. Examine your patient population (e.g., to identify
barriers to care, frequently diagnosed chronic conditions, or groups of
high-risk patients) and your practice operations (e.g., to identify
management issues such as low morale, long patient wait times, or
poor communication).
 Collect and analyze data. Data collection and analysis lie at the heart
of quality improvement. Your data will help you understand how well
your systems work, identify potential areas for improvement, set
measurable goals, and monitor the effectiveness of change. It‘s
important to collect baseline data before you begin a QI project,
commit to regular data collection, carefully analyze your results
throughout the project, and make decisions based on your analysis.
 Communicate your results. Quality improvement efforts should be

transparent to your staff, physicians, and patients. Include the entire
practice team and patients when planning and implementating QI
projects, and communicate your project needs, priorities, actions, and
results to everyone (patients included). When a project is successful,
celebrate and acknowledge that success.
 Commit to ongoing evaluation. Quality improvement is an ongoing

process. A high-functioning practice will strive to continually improve
performance, revisit the effectiveness of interventions, and regularly
solicit patient and staff feedback.
 Spread your successes. Share lessons learned with others to support

wide-scale, rapid improvement that benefits all patients and the
health care industry as a whole.
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How to Involve Employees
in Process Improvements
Is it a struggle to get your staff involved in process improvement initiatives?
If so, you‘re not alone. Businesses in virtually every industry wrestle with
how to engage teams in efforts to improve business processes. Even once
they do get employees involved, it‘s often a challenge to sustain the
momentum.
The good news is that given the chance, most employees do want to have a
voice in process improvement. Management just needs to make it as easy as
possible for staffers to do so.
Top 10 Process Improvement Tips
We asked more than 300 process professionals how they drive engagement.
Here are their top 10 tips for engaging teams and getting them excited about
driving process improvement:
1. Communication
Establishing a plan for communicating process improvement initiatives is
essential for keeping them top-of-mind with your staff. Using a variety of
vehicles, from emails to newsletter articles to lunchroom posters, will help in
maintaining consistent communications.
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Some companies have even created role plays, or gone so far as to make
videos or animations, to demonstrate the benefits of easy-to-follow processes
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What‘s more, it‘s often helpful to share the communications workload to
increase ownership of the results and make the task easier to manage. This
can be done by identifying process improvement champions who are willing
to take turns sharing their tips of the week with users.
2. Recognition
To maintain interest among process users, it‘s important to give recognition
where recognition is due. That can mean instituting easy-to-run recognition
programs like naming a process user of the month, most innovative process
improvement suggestion or the process of the week.
Some companies also set up Heroes (top users) and Villains (infrequent
users) leaderboards, while others regularly announce their new Certified
Process Champions publicly to their organizations.
3. Employee training
Ensuring workers have proper training, ongoing support and the resources
they need to get involved with continuous improvement initiatives is vital.
Training staff as part of the onboarding process when they‘re hired also
helps to ensure that expectations around process management discipline
are clear from the start.
For ongoing support, some businesses hold drop-in sessions during which
users can have their process questions answered by their organization‘s
process champions.
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4. Fun and competition

Recognizing that staff engagement in process improvement can be difficult
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instincts by holding competitions, both within teams and across their entire
organizations.
Some businesses have even created games such as process sprints or virtual
scavenger hunts with clues hidden within processes to make process
improvement more memorable and fun.
5. Leadership
There‘s a lot to be said for senior management buy-in, but you also need
bulldogs on the front lines to lead the charge for process improvement.
That‘s why it‘s important to involve your company‘s leadership team in

process improvement communications, and to make sure their support is
visible to your entire operation. It also helps to build up a strong champion
or super-user network to maintain momentum in all areas of your business.
6. Collaboration
Because process improvement is a team effort, it‘s essential to convey the
message that everyone at your company is in it together. Businesses might
consider holding process improvement brainstorming sessions to get their
business teams thinking outside the box about process improvement.
Such sessions can also serve as an opportunity to work through process

pain points together to develop joint buy-in for the best improvement ideas.
7. Daily integration
Embedding process information into daily activities and other business
systems such as the company intranet, will also help to drive employee
engagement. A good trick to drive usage is to host the essential documents
that everyone routinely needs to access as part of your organization‘s
business process management tool.
Other companies have tied process improvement into personal and team
performance outcomes and expectations, including KPIs, job descriptions
and personal development programs.
8. Accountability
Giving staff the autonomy and resources needed to map, review and
ultimately own their own processes and improvement ideas will have a
major impact on process engagement.
To empower staff to be accountable, many organizations have set up

dedicated weekly timeslots, as well as expected timeframes for completing
process-related tasks. Some businesses also provide guidelines for dealing
with feedback and providing improvement suggestions, including suggested
response times.
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9. Room for improvement

To maintain engagement with process improvement initiatives, it is essential
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COMMON COMPETENCY
always be open to listening to users‘ suggestions and concerns. And if no
one is talking about process improvement, ask why or bring up the subject
yourself.
Businesses can also consider conducting their own engagement surveys,

with action plans driven by the results.
10. Bribery
Let‘s face it: everyone is susceptible to a little bribery. If all else fails, a small
incentive may be all it takes to drive motivation and participation. To
encourage staff, some businesses have instituted process improvement
incentives such as pizza or ice cream parties, movie ticket giveaways or
even, in some cases, cash bonuses.
Engaging Staffers and Teams

In the past, the focus of process improvement efforts has been on tools and
methodologies at the expense of harnessing the real engine of change:
engaged people and engaged teams who are driven to improve and succeed.
With a strong improvement culture in place, engaged staff and teams armed
with the right attitude can take any tools and turn their efforts into real
improvements for your customers and your bottom line.
SOURCE
https://www.aafp.org/family-physician/practice-and-career/managing-
your-practice/quality-improvement-basics.html
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SELF CHECK 3.3-1
1. To maintain engagement with process improvement initiatives, it is

essential for companies to recognize that their work will never be complete.
a. Room for improvement
b. Fun and competition
c. Bribery
d. Leadership
2. Many companies have appealed to people‘s competitive instincts by

holding competitions, both within teams and across their entire
organizations.
c. Bribery
d. Leadership
3. To encourage staff, some businesses have instituted process improvement

incentives such as pizza or ice cream parties, movie ticket giveaways or
even, in some cases, cash bonuses.
c. Bribery
d. Leadership
4. Using a variety of vehicles, from emails to newsletter articles to

lunchroom posters, will help in maintaining consistent communications.
c. Bribery
d. Communication
5. There‘s a lot to be said for senior management buy-in, but you also need
bulldogs on the front lines to lead the charge for process improvement.
c. Bribery
d. Leadership
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ANSWER KEY 3.3-1
1. A
2. B
3. C
4. D
5. D
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HCS515205
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“SALON POLICIES AND PROCEDURES”
INTRODUCTION
Policies and procedures are by nature a topic that makes people‘s eyes glaze
over. But in a salon environment, often it is your policies and procedures
that will protect you in times of legal action, let alone the requirement by law
for each salon to have their own set of guidelines for operations.
STUDIO POLICY
(a sample policy #1)
Our Service Guarantee

We make every attempt to ensure that you are satisfied with your experience
at the Hair Studio. In the event that you are not completely satisfied, please
let us know at the time of your service or within 48 hours after your service
has been performed.
Refunds
All services are non-refundable but we will be more than happy to schedule
a corrective service free of charge.
The service must be a mistake from the service provider... not something
you might have changed your mind (after the service has been performed).
In case of a disagreement, a redo must be validated by management. You
have 48 hours to contact the Salon to receive a complimentary service to
adjust any dissatisfaction. Corrective services will not be allowed 5 days
past initial service date.
It is important you contact the Salon as soon as you are unhappy so we can
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schedule you As Soon As Possible for a corrective service.
Please keep in mind, using box color or going from Darker to Lighter tones
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Right to Refuse Service
Salons‘ reserves the right to refuse service to anyone demonstrating
inappropriate behavior to any member of our staff.
Return Policy
We are happy to return any retail products you purchased within 7 days of
original purchase. No cash value is given however an in Salon credit will be
issued.
24 Hour Cancellation Policy

We understand that due to your busy schedule you may have to cancel or
change an appointment with us.
In order to respect the time of both our guests and our staff, we simply ask
that you notify us of a cancellation or reschedule at least 24 hours prior to
the appointment.
If an appointment is re-scheduled 3 individual times within the 24 hour

window you may be placed on a walk-in basis only.
This allows us ample time to fill the appointment should you need to cancel
your service. Appointments that are cancelled less than 24 hours prior to
the start of your service, will result in a $50 fee or up to 100% of the cost of
services you are reserved for. The fee will be charged to the credit card we
have on file to secure your reservation.
If an appointment is re-scheduled 3 individual times within the 24 hour

window you may be placed on a walk-in basis only.
No Show
In order to respect the time of our Stylists, if an appointment is no showed
you will be subject to a $50 no show fee or a charge of 50% of the total
amount due for services, whichever is greater and possibly serviced on a
walk-in only basis. Please be advised if you NO Show on a Re-Do
Reservation we will not be able to schedule a new reservation free of charge.
Late
Please be courteous to your Artist and other clients. If you are more than 15
minutes late for your appointment we may have to reschedule your
appointment.
Children
Our Children's Menu is for children under the age of 10. Children over the
age of 10 are charged for full price services.
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Hair Studio is a Family Friendly Studio, However, all children under the age
of 13 must be accompanied by an adult at all times. If a Child under the age
of 18 is receiving a service, a consent form must be signed prior to the
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Methods of payment
Hair Studio accepts Visa, Master Card, Discover, American Express and
Cash.
Reservations
You may request a reservation by calling the salon OR via our website.
Online Scheduling
Your request will be scheduled based on Artist availability. Your request IS
NOT APPROVED until you receive confirmation from NOVA Hair Studio. A
credit card is required to make a reservation and it will be kept on file for
future reservations.
Head Lice
It is against Studio Policy to perform services on clients with head lice. If a
client has been diagnosed with head lice while receiving a service in the
salon we would not be able to complete the service the same day. We would
be able to complete the service within 48 hours once the head lice treatment
has been completed.
Gift Certificate Policy

Gift certificates are valid for up to one year from the date of purchase and
must be presented at time of service.
Copies of gift certificates are not acceptable.
Please call Hair Studio concerning lost gift certificates.
All gift certificates are non-refundable.
Gift certificates are not redeemable for cash.
Gift certificates are valid at Hair Studio only for all products and services
available.
Privacy
Information collected from this site is only used if we need to contact you for
further information regarding your appointment.
We greatly appreciate your cooperation in providing us with your contact

information.
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(a sample policy #2)
Policies & Procedures*

A credit card is required to book all appointments. Your credit card will be
kept on file (your information will be concealed in an encrypted format
which means that your information is confidential and safe).
Important Online Booking Information

-Please do not book an appointment for another client under your profile!
The appointment must be booked under that client‘s profile and name!
-Your appointment time may be adjusted 15-30 min to optimize the service
provider‘s schedule. You will receive an e-mail notification if this is the case.
-Please note that a Blow Dry is NOT included with a color service, please
add it on to your service selection.
-If you have a child who is also a client of Keldara and their account is
merged with yours, please be aware that your credit card will also be on
their account if they book their own service.
-If you would like to book a color corrective service or would like to make a
drastic change (i.e. from black hair to blonde hair) please call us so that we
may ensure that the appointment is booked for the correct timing and
service category.
-Unfortunately, the following services cannot be booked online (please call

Guest Services to schedule):
· Bridal Services
· Couples Massage
· Hair Extensions
· Hot Stone Massage
· Thai Herbal Ball Massage
· Microdermabrasion Treatments
· Prom Services
· Mud Treatment & Salt Glow
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· Ultrasonic Treatment
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COMMON COMPETENCY
-If you would like to book an appointment for multiple people (i.e.
manicure/pedicure with friends) please call Guest Services as this function
is not yet available through online booking.
Salon and Spa Important Information
Cancellations
Kindly provide at least 24 hours notice if you need to reschedule or cancel
an appointment.
By accepting and scheduling an online and/or over the phone appointment,

you have given us permission to charge your credit card on file, if you fail to
cancel less than 24 hours and/or fail to show up to your scheduled
appointment.
Please Note: You may be charged in FULL if you miss your appointment. You
may be charged 50% of your total service cost if you cancel less than 24
hours. 72 hours is required for group services.
Consultations
Consultations are always complimentary. However, if you cancel less than
24 hours or fail to show up for your scheduled appointment time, there may
be a $25 charge.
Salon Service Adjustment Policy

We have a 7 day haircut and hair color adjustment policy. If you feel that
your cut or color was not what you expected, please call us immediately.
No Shows
Clients who fail to show for appointments or cancel with less than 1 hour
notice, may be asked to pre-pay for future services. First time, no show
clients will be asked to pre-pay for future appointments.
When To Arrive
Please plan to arrive 10 minutes prior to your reservation to allow time for
checking in, using the restroom, filling out medical history forms and getting
settled.
Late Arrival Policy

In order to remain on schedule for all our clients, we may shorten your
service time if you are late for your appointment. The service price will be
charged in full.
Children
Children under 8 years old, who are not receiving a service, must be
supervised by an adult, not receiving a service, and remain on the porch or
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retail area. Children cannot accompany you to your Salon or Spa services
unless also receiving a service. Children under 8 are not allowed in spa
areas at any time.
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COMMON COMPETENCY
Children under 18 years old are considered a minor. A parent or guardian
must be present IN THE TREATMENT ROOM (but not receiving a service) for
the duration of the service and must sign a consent form for the minor to
receive the service. Excludes facials, nail services, face waxing, makeup
applications and hair services.
Here are the age guidelines for Spa Services:

Facial: 12+
Massage: 12+
Nails: 8+
Waxing: 12+
Body treatments: 12+
This Is A Professional Spa Establishment

If a service provider feels that a client is behaving inappropriately, they are
authorized to stop the treatment immediately.
Cell Phones
We want Keldara to be a tranquil and stress-reducing experience for all. We
request that you turn your cell phones to vibrate or silent and only conduct
a conversation in the foyer or outside. Please use headphones if you‘re
watching videos.
For Your Protection

We regret that we cannot be responsible for loss or damage to personal
articles including clothing or accessories.
Nail services- We only use our implements, polish and products. For your
safety we cannot use your personal tools. We can only guarantee that our
implements are thoroughly cleaned and disinfected. We also cannot
guarantee the longevity and quality of polish other than our own.
Spa- Only the client receiving a service is allowed in the wax rooms,
manicure room, pedicure rooms and all spa treatment rooms. Exception:
clients with a disability.
Salon- Only the client receiving a hair service is allowed in the shampoo
room, at the styling stations and in the color processing area. Exception:
clients with a disability.
Communicating Your Suggestions And/Or Preferences

We welcome your constructive feedback! You can email us at
info@keldara.com or speak with us in person. It is our goal to exceed your
expectations.
Gratuities
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Only Day of Beauty Packages include gratuity. Gratuities are accepted in

forms of cash (handed directly to the service provider) and through a credit
card (which will be added directly in to the check of the service provider).
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COMMON COMPETENCY
Alcohol
No alcohol is allowed at Keldara under any circumstances. We do not have a
liquor license.
Food and Beverage

We are happy to provide complimentary coffee, tea and water. Sandwiches,
meals, etc. are not permitted in spa areas (ladies and mens lounge, waxing
rooms, manicure/pedicure rooms, treatment rooms) and are discouraged in
waiting areas.
Forms Of Payment Accepted

We are happy to accept Mastercard, Visa, American Express, Debit Cards,
Cash and Gift Certificates. We do not accept personal checks or Discover
card.
Gift Cards
Keldara Salon and Spa gift card policy complies with current Massachusetts
state law. Lost and stolen cards are not replaceable. Keldara gift cards do
not expire. Keldara gift cards are honored for dollar value only.
Product Returns Or Exchanges

Unopened products can be returned within 10 days of purchase date for a
full refund.
Opened products can be returned within 10 days of purchase date for a

store credit.
Clothing and Accessories can be returned within 30 days of purchase date

with all original tags attached for a full refund excluding earrings. All
earrings are final sale.
Online Purchases Privacy Policy
Our Privacy Policy describes the information we gather about you, and the
purpose for which it is used. Keldara Salon and Spa will never sell your
information to any third party.
What we collect
 Identifiable information absolutely necessary for the transaction or
our internal records.
 Information associated with your connection to our site including your
IP address, operating system, Web browser, and page visits.
 The email addresses of those who communicate with us via email,
aggregate information on what pages customers access or visit, and
any information customers volunteer.
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 Financial information, such as a credit card number, used for order

processing only.
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COMMON COMPETENCY
What we do with your information
The information we gather is used in-house to help us create a better and
more effective shopping experience for our customers. Understanding typical
navigational patterns helps us improve website flow and efficiency.
When you make a purchase, we will send you emails to confirm your order
and may also need to contact you via phone, postal mail or email if we have
other questions regarding your order.
Privacy and Security

Keldara Salon and Spa uses the latest encryption technologies to keep your
personal information safe. Your private ordering information – including
your credit card number – is encrypted using several keys for maximum
security. Your credit card and billing information cannot be read as it travels
to our ordering system (256 bit SSL encryption), and the numbers are
unreadable to anyone trying to access the site remotely. The credit card
information necessary to authorize an account is not stored by our systems
and is only in use long enough to complete the associated transaction. The
last four(4) digits of the credit card number are stored with transaction
information for identification purposes. We have implemented the requisite
physical, electronic, and managerial processes to prevent unauthorized
access, and maintain data security.
Updating or Changing Contact Preferences

If you prefer not to receive information from us, please let us know by
contacting us via email or phone. Our email address is info@keldara.com
and our phone number is 781-251-6600.
You may contact us at any time to update the information we have about
you.
To protect your privacy and security, we will take reasonable steps to help
verify your identity before granting access or making corrections.
SOURCE
https://www.look4ward.co.uk/lifestyle/universal-language-10-types-of-
human-communication/
https://www.keldara.com/policies-and-procedures/
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COMMON COMPETENCY
SELF CHECK 4.1-1
Choose the letter of the correcta answer
1. The way the term "communication" is used in this text

a. includes all human, animal, and mechanical communication
b. includes communion, as used in a religious sense
c. includes radio and television programming
d. includes none of these
2. "Communication is a process" means that

a. communication has clear beginning and ending points
b. communication resembles still pictures more than motion pictures
c. communication is ongoing and continuous
d. communication consists of discrete and separate acts
3. The same behavior in two different contexts may be perceived as

competent in one setting and incompetent in another. This situation best
illustrates the concept that communication competence
a. involves choosing inappropriate behavior
b. involves conflict
c. requires cognitive complexity
d. is situational
4. Journaling (keeping a private journal in which you write down your

feelings and thoughts with the intention that only you will read it) is an
example of
a. dyadic communication
b. intrapersonal communication
c. mass communication
d. interpersonal communication
5. Which of these is dyadic communication?

a. two sisters arguing
b. a husband and wife making plans for the weekend
c. a coach and player discussing last week's game
d. All of these are correct.
6. An example of self-monitoring is
a. videotaping your practice interview
b. carrying a checklist to remind you of some skills to practice
c. paying attention to the sound of your voice
7. When we say that communicators occupy different environments, we

mean that
142
a. one might be rich and one poor.

b. one might be from China and one from the U.S.
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COMMON COMPETENCY
c. one might be retired with time on her hands, while one is rushing to
meet family and career demands with never enough time.
d. All of these represent differing environments.
8. A plane flying overhead and interfering with your conversation is an

example of __________ noise.
a. external
b. physiological
c. psychological
9. A universal language that describes the way the world works

a. English
b. Math
c. Filipino
d. Tagalog
10. An integral form of communication in the deaf community.

a. External language
b. Physiological language
c. Psychological language
d. Sign language
x x x x x END x x x x x
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TRAINING REGULATIONS

BEAUTY CARE SERVICES (NAIL CARE) NC II

The BEAUTY CARE SERVICES (NAIL CARE) NC II Qualification consists of

The Units of Competency comprising this Qualification include the following:

Unit Code BASIC COMPETENCIES

Unit Code COMMON COMPETENCIES

Unit Code CORE COMPETENCIES

BEAUTY CARE SERVICES (NAIL CARE) NCII

The “COMMON COMPETENCY” a competency which comprises

The module, contains training materials and activities related to

In this module, you are required to go through a series of learning

 Read information sheets and complete the Self-Check activity.

You must pass the Institutional Competency Evaluation for this

BEAUTY CARE SERVICES (NAIL CARE) NCII

Been working for some time.

If you can demonstrate to your trainer that you are competent in a

The results of your assessment will be recorded in your

BEAUTY CARE SERVICES (NAIL CARE) NCII

BEAUTY CARE SERVICES (NAIL CARE) NCII

Is it physicality: body, eyes, smile, voice, handshake, accent?

Is it their appearance: clothes, hair, scent, makeup?

Is it their personality, manner, attitude or behaviour?

What Will You Remember

Ok. So that's first impressions.

BEAUTY CARE SERVICES (NAIL CARE) NCII

That's what we're talking about here: making a positive impression.

Presence Is Not Domination

When someone has presence, they come across as natural - as genuinely

You believe them.

They pay attention.

You Can Already Turn Up Your Presence

They have no mask, or 'front' or 'side'.

BEAUTY CARE SERVICES (NAIL CARE) NCII

Authority and Assurance

Even when you're not sure!

Saying 'I don't know' confidently, has presence.

15 Ways to Increase Your Personal Presence

One way to leverage the power of presence is to leverage the skill of

BEAUTY CARE SERVICES (NAIL CARE) NCII

Finding your personal style can be a part of developing your individual

2. The way you move your body

your body as a resource for greater individual awareness.

BEAUTY CARE SERVICES (NAIL CARE) NCII

4. The way you create rapport 10

BEAUTY CARE SERVICES (NAIL CARE) NCII

5. Creating rapport is not a verb.

your authenticity – and you will have richer relationships.

BEAUTY CARE SERVICES (NAIL CARE) NCII

7. The way you live your passions

passionate in their passions.

BEAUTY CARE SERVICES (NAIL CARE) NCII

9. The way you produce

that you will experience more.

BEAUTY CARE SERVICES (NAIL CARE) NCII

11. The way you bring yourself present

BEAUTY CARE SERVICES (NAIL CARE) NCII

13. The way you look at others

BEAUTY CARE SERVICES (NAIL CARE) NCII

To inspire, you already have an expanded awareness of things. Keep on

15. The way you are

BEAUTY CARE SERVICES (NAIL CARE) NCII

Here are 6 Possible Paths Toward Personal Presence: