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An Unsatisfied Customer (Continuing Education)

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Name: Date:

An Unsatisfied Customer

A client may be unsatisfied because of:
  1. a haircut they do not like
  2. a color they were not expecting
  3. the price of the service
  4. all of the above
The best way to deal with an unhappy customer is to ignore them and only make small talk until they leave.
  1. True
  2. False
If the customer is visibly upset and yelling or crying it is important that you:
  1. yell back
  2. ask the client to move to a quieter part of the salon to talk
  3. kick them out of the salon
  4. none of the above
Once you find out why the client is unhappy, try to correct the issue in a professional manner.
  1. True
  2. False
Free services should only be offered if approved by the salon manager.
  1. True
  2. False
Try using                        language that does not make the client feel defensive.
If the client threatens your safety you must call the police.
  1. True
  2. False
You could offer a discount to the service and apologize that the client did not receive exactly what they were looking for.
  1. True
  2. False
Your salon relies heavily on word of mouth, you want to minimize poor talk about the salon as often as possible.
  1. True
  2. False
You should talk poorly of the client and tell all of your colleagues not to do their hair.
  1. True
  2. False
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