BEAUTY ASSIGNMENT

Beauty Assignment

Beauty Assignment

How the situation would be resolved

In order to address the given problem, the manager would take a multilateral approach. the manager believe that this problem came forth as a result of poor communication and the measures the manager will highlight below will ensure that such a scenario does not come forth in the future. In the following paragraphs, the discussion will describe how the manager will resolve the situation as the manager and highlight where the therapist has angered the client in relation to professional image, communication skills and complaint handling. In addition, the manager will also discuss how the manager would then update the salon policy with regard to complaint handling and ensure all the staff is competent at implementing the new policy. Before proceeding with the discussion, the manager would like to highlight that the discussion will hypothesize that this is the first time that such an issue has come forth in the salon's history.

The manager will personally take the customer to the office and let the customer vent out her feelings on the treatment that she has been provided. The manager will allow her to express her resentments and communicate the sympathy to her. Since this is the first time that the salon has faced such an issue, the manager will instruct the therapist to provide the customer with the service that is required to fix the problem. The manager will not bill the customer for the service but the manager will pay the employee for the hours that he/she spends on the customer in the provision of the service.

How the manager would update the salon policy with regard to complaint handling

Once this issue has been resolved and the manager have made sure that the customer is walking out of the salon with a smile, the manager will go to the desk and begin penning out a draft of the salon's customer satisfaction policy to be implemented on an immediate basis. Once the manager have developed the customer satisfaction policy, the manager will hold a meeting with all the employees in which the manager will provide them with a copy of the new customer satisfaction policy and allow them to perceive this incident as an example of how the assurance of customer satisfaction is pivotal for the growth of the business; and how the absence of customer satisfaction can run the business into the ground with the passage of time (Bowen and Hallowell 2002, 72). The manager will allow the employees to share their feedback with me; and then the manager will pen the final version of the salon's customer satisfaction policy. While the manager will present it as a general customer satisfaction policy, the policy will actually seek to take an unusual approach to customer satisfaction; mainly because it will make it mandatory for customer-client communication to take place on a frequent basis.

The policy will make it mandatory for employees to engage the customers in pleasant conversation so that customers can feel that ...