A protocol of attention is the way to express, for the whole company, the way of

acting desired in front of the client, seeking to unify the criteria, concepts, beliefs and
diverse ideas that can be had regarding what is a good service. The protocols provide
the opportunity to standardize the own style, the language with which the company
wants to impact the client.
A warm greeting, a smile and an impeccable service are details that make the
difference; hence the importance of implementing protocols that allow to express in
clear, practical, measurable and evaluable terms such critical processes as customer
service.
That said, this document is a guide with which Tania Vasquez Art y Beauty
collaborators and executives will be able to carry out the personal and telephone
attention, thus achieving to show its stamp of personality by building memorable
experiences that last in the minds of the clients.
The client must be searched at the entrance and greeted cordially.
(You should never address as “Tu”, until the client of permission)
Example:
• Good morning / afternoon / evening. Welcome to Tania Vásquez Art y Beauty, in which, How can I help
you?
• Direct him to the waiting room, where the client will let the employee know what he wants to do.
• In the waiting room, some type of drink will be offered to the customer, to make his waiting time more
pleasant.
• Mantein eye contact and a good facial expression.
• There should not be third parties intervening in the conversation.
• If it is a highly complex procedure, a written record should be made of the current status of the area where
the procedure will be performed, these processes will be:
• Reducing massage with therapy wood
• Makeup with micropigmentation
• Repolarization
• Hair color
• At this time, a proposal to resell products or other additional services
will be made to improve the purpose of said procedure.
• You must take into account that there are several types of clients, for
this reason there are certain parameters for their attention:
• Expressive: Be direct with eye contact, exchange experiences
with other clients, speak with a high tone of voice so that the client
does not disperse quickly.
• Analytical: With this type of client we can take the time to
explain carefully the procedure that is going to be done, with a low
tone of voice and with brevity, so the client will make his best decision.
• Friendly: That being the case, the client will allow us to have a
closer relationship, since they allow them to talk about any topic, they
know how to listen and facilitate the work, they should speak slowly
and moderately, as there is no need to press to make them take a
decision.
• Demanding: Speak with a medium tone, quickly and
concisely, so that your purchase or service is carried out effectively
and concretely.
• Moody: Be brief and in a leisurely manner, so that in this way
you do not take any comments or suggestions.
• Flirty: Being distant so that the person does not pass the line of
trust, being always kind and helpful.
The farewell is equally important to the reception of the clients, since with this we
seal an excellent service to the client:
• For the farewell you should be very kind with a high and dynamic tone of
voice.
• Take his money or card for payment in an educated and respectful manner.
• If the person has left his personal things in charge of the beauty salon facilities,
go in search of them and deliver them to his owner with courtesy and delicacy.
• Give a compliment always for his retouching, since we humans love to feel
praised.
• Propose a new appointment and review the agenda in case the client
requests a new procedure.
• Accompany the client to the door.
• Thank you for his visit and wish a happy day.

The client's visit is not finished until the door of the room closes, so it is necessary
to have a service attitude until the end.
• In Tania Vásquez Art y Beauty you will find a service at
your disposal.
• You can make your previous appointment for any beauty
service.
• You can access our social and telephony networks in the
morning and afternoon hour
• Tania Vásquez Art y Beauty will help you in everything
you need with your personal presentation.
1. Before answering the phone, have at hand the documents and services
that will be offered.
2. Pick up the second tone.
3. When picking up address respective greeting.
4. Mention the name of the company. (Without trying to TU the client)
5. Customer identification.
6. Take message or order from the customer.
7. Inform depending on the procedure that the client requested.
8. Close with a brief description of what the client requested.
9. Farewell in an educated and effective manner.
Tania Vásquez Art and Beauty

Deisy Liliana Moreno Rodríguez

Laura Beltrán Céspedes

Marisol Goyeneche López
Ana Gabriela Palmar Chaparro