Client Communication and Customer Service
What the exam tests
This domain tests greeting, consultation, questioning, active listening, consent, confidentiality, complaint handling and ethical selling. You should be able to explain services clearly and manage expectations without pressuring the client.
Core rules and concepts
- Greet the client, use open questions, listen without interrupting and paraphrase to confirm needs. Avoid jargon.
- Explain the service, products, risks, aftercare and cost. Obtain informed consent and record allergies, medications and previous reactions.
- Keep client information confidential. Do not gossip about clients or share their details.
- Handle complaints by listening, apologising for the experience, investigating, offering a solution and following up.
- Recommend products only when they meet a need. Do not use fear or false promises.
Worked example
A client asks for a facial to make her skin fair. Explain that beauty treatments improve cleanliness, hydration and glow but do not bleach skin. Offer a glow facial, sunscreen advice and realistic aftercare. Reasoning: this is honest, protects the client from harm and avoids a false claim that could damage trust.
Traps that cost marks
- Promising whitening or medical results.
- Arguing with a complaining client.
- Discussing one client with another.
- Using technical jargon without explanation.
- Hard selling unnecessary products.