Title of Award
Customer Service Level 2 Apprenticeship
Date of Observation
Workplace Observation Report
I met with Jane who works as a hair stylist in a small chain of hairdressers. Jane was dressed smartly and professionally in her company uniform with name badge as is required of all employees. Jane greeted her first customer of the day politely. She checked her customer against the appointment diary and confirmed the service the customer had come for. When Jane confirmed with her customer that the appointment was for a cut and colour she noticed her customers expression. Jane asked her customer if she still wanted a cut and colour reassuring her customer that it was all right if she had changed her mind. Her customer said that she still wanted her hair cut but had had a change of mind about the colour.
Jane showed her customer to the wash area where she placed a gown over her customer to protect clothing, she also placed a towel around her neck to protect against water seepage.
After washing her customer’s hair she showed her to the cutting area where she consulted with her customer on the style of cut, giving suggestions based on the customer’s hair type and face shape. Whilst cutting her customer’s hair Jane made polite conversation whilst observing her customer’s facial expressions and body language in the styling station mirror. Throughout the cut, Jane checked with her customer that she was happy and made alterations based on her customer’s comments. Jane worked in a way that afforded the customer as much personal space as possible, also aided by seating her customer several stations down from other customers in the salon. This also allowed for less distraction from Jane’s colleagues and their customers.
When Jane asked her customer to put her card in the card reader and put in her number, Jane turned away to protect the customer’s security....
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