Introduction
In the Hair & Beauty- domain the player can practice different customer service situations at the front desk of a salon in four different languages (english, spanish, dutch and finnish).
Scenario 1: Booking appointments on the phone
Learning Outcomes:
The player is able to:
- Treat and receive customers.
- Book appointments (by phone and in the salon)
- Serve the customer (at the phone and in the salon) when booking an appointment in a professional manner.
- Handle customer service situations in a foreign language.
Sub goals:
- Communication skills: the ability to communicate effectively and professionally with customers or/and team members both in face to face or on the phone using active listening and assertive communication.
- Decision-making / Leadership: the ability to not only make decisions based on the information received from customer but also lead and coordinate a team effectively.
- Conflict resolution/ Problem solving: the ability to identify and analyze conflicts that may appear by presenting solutions, using effective conflict resolution techniques.
- Customer service orientation: the ability to understand and meet customer desires and expectations, while maintaining the quality standards established by the company.
- Teamwork: the ability to work with others as a team by sharing and checking information.
Scenario 2: Booking not found, paying and completing a customer service situation
Learning outcomes:
The player is able to:
- Greet and serve the client at the reception desk when they arrive and leave at the salon and receive payment for the service.
- Know what to do in unexpected situation, e.g. when the client’s appointment cannot be found in the salon’s appointment software.
- Handle customer service situations in a foreign language.
Sub goals:
- Strengthen communication skills: The ability to receive and serve customers in a friendly manner and guide the customer. The ability to serve customers in a customer-oriented manner, considering the needs of the customer with a positive service attitude.
- Strengthen decision-making / advice skills: The ability to make decisions based on professional competence, information in the appointment schedule and information from the client, also the ability to act in the best interests of the client in unexpected situations.
- Learn and empower customer service skills: The ability to create a complete picture of the client and their booking, understand customers need´s so that they get the service and outcome they expect, and the customer remains satisfied.
- Conflict resolution/ Problem solving: The ability to identify and analyse conflicts that may appear by presenting solutions, using effective conflict resolution techniques.