The scenario here is that a lady aged 25 years visits a salon in Australia to get hair dressing services done for a wedding invitation. The two parties involved here in the transaction are the lady and the customer service representative who attends her to get the ideal services. She wants to get a hair cut, hair color, some treatments for her scalp and wants to straighten her hair for the wedding party (Lee and Lee 2020). The short guide here explains how the representative of the salon must attend to the lady in getting the best services at the organization.
- Firstly, the representative needs to understand what the lady is wanting to get ready for the party. The representative must ask the lady whether she wants to get her hair cut done by any specific hairdresser in the salon or not (Xu et al 2017). Then he must ask her the problems she is facing with her hair so that the correct treatment can be suggested for her scalp. As for the hair color, the representative must enquire the personal preference of the lady.
- Thereafter, the representative of the salon needs to ask how urgently the lady requires the services (Juanamasta et al 2019). He or she must enquire whether the lady has sufficient time in her hand to get the hair dressing services done.
- The representative must ascertain the priorities of the lady with regard to the services that she want to avail at the salon. This involves verifying her preferences for certain brands and her preference for the hair stylist at the salon.
- The representative must then inform the lady about the hair color options and brands available at the salon. He or she must also suggest certain hair cut options for the lady to choose depending on her appearance (Gnewuch, Morana and Maedche 2017). As for the scalp treatment, the representative must inform the lady about the hair spa options and keratin treatment offered by the salon.
- It is quite normal for the lady to get confused after knowing about the multiple hair dressing options that the salon has (Cui et al 2017). It is the duty of the representative to help the lady understand which color and hair treatment options can suit her the best.
- It might so happen that the lady is wanting such a treatment for her scalp which the salon does not offer. At this moment, the representative can advice the second best alternative to the lady which can serve her purpose and can be beneficial for the hair as well.
- In dealing with the requests of the lady, the representative may get stuck at some point in time. For instance, the lady asks the representative the benefits of getting smoothing done for her hair (Wang 2016). If the person is unaware of the correct answer, he must instantly get the assistance of an expert in the field to answer to the query of the lady.
- The representative must always maintain promptness of services while dealing with the lady. All her queries must be answered correctly and the bookings must be made as per her convenience so that she becomes satisfied with the services offered.
- After the delivery of the services, the role of the representative does not come to an end. He or she must maintain rapport with the lady by personalizing her services and offering her some extra perks for the hair dressing services she took from the salon.
- The lady might be coming up with some complaints after getting the services from the salon (Abd Ghani et al 2017). Such situations must be handled quite crucially. The representative must stay calm and listen to the lady carefully and try to pacify her as much as possible.
- The representative must always be attentive towards catering to the specific requirements of the lady with regard to her hair dressing getting done. For instance, she might can preference for getting the Wella color done for her hair. The representative must cater her with the required services.
- The salon must be having its own products and other services like hair grooming, extensions, perming and other programs. It is the duty of the representative to inform the lady about the various services available. He or she must elaborate the benefits of the services to the lady so that she becomes interested in availing them.
- It is quite crucial that the salon works towards getting regular feedback from the lady after she had availed all her services (Batra 2017). The representative can call her up and ask how her hair is doing after getting the scalp treatment done and whether she is loving to flaunt her new hair cut ad hair color.
- The lady can be asked to offer her genuine feedback about the salon services either by using the online portal of the organization or by asking her to fill up a feedback form at the salon after completing her services.
- The feedback received from the lady must get analyzed by the representative and he or she must work towards improving the services and products offered by the salon. For instance, if the customer is wanting a specific brand of hair color to be made available at the salon, the representative must take the required steps to cater to the needs.
- Using the feedback received from the customer, the representative of the salon must inform the management about the change or addition in services required to be done at the salon to enhance the experience of the customers.
- The customer feedback data might reveal that the lady has suggested certain modifications in the services of hair dressing along with some extra products to be made available at the salon for improved services. The representative must consider these suggestions and do the needful so that the customer returns even more satisfied on her next visit to the salon.
- The service reports of the customers that gets maintained by the representative of the salon must be detailed and clear containing the recommendations offered by the customer. These reports must be presented to the high authorities of the salon so that they can make informed decisions to raise the customer experience at the salon.
References:
Abd Ghani, M., Rahi, S., Yasin, N.M. and Alnaser, F.M., 2017. Adoption of internet banking: extending the role of technology acceptance model (TAM) with e-customer service and customer satisfaction. World Applied Sciences Journal, 35(9), pp.1918-1929.
Batra, M.M., 2017. Customer experience-an emerging frontier in customer service excellence. In Competition Forum (Vol. 15, No. 1, pp. 198-207). American Society for Competitiveness.
Cui, L., Huang, S., Wei, F., Tan, C., Duan, C. and Zhou, M., 2017, July. Superagent: A customer service chatbot for e-commerce websites. In Proceedings of ACL 2017, System Demonstrations (pp. 97-102).
Gnewuch, U., Morana, S. and Maedche, A., 2017, December. Towards Designing Cooperative and Social Conversational Agents for Customer Service. In ICIS.
Juanamasta, I.G., Wati, N.M.N., Hendrawati, E., Wahyuni, W., Pramudianti, M., Wisnujati, N.S. and Umanailo, M.C.B., 2019. The role of customer service through customer relationship management (Crm) to increase customer loyalty and good image. International Journal of Scientific and Technology Research, 8(10), pp.2004-2007.
Lee, S.M. and Lee, D., 2020. “Untact”: a new customer service strategy in the digital age. Service Business, 14(1), pp.1-22
Wang, L.I., 2016. When the customer is king: Employment discrimination as customer service. Va. J. Soc. Pol'y & L., 23, p.249.
Xu, A., Liu, Z., Guo, Y., Sinha, V. and Akkiraju, R., 2017, May. A new chatbot for customer service on social media. In Proceedings of the 2017 CHI conference on human factors in computing systems (pp. 3506-3510).
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