Customer Service
1️⃣ — Greeting & First Impression
1. Greet within 5 seconds with smile and eye contact
2. Address customer by name if known
3. Offer seat and beverage (if applicable)
4. Confirm appointment & service
2️⃣ — Professional Communication
1. Listen actively without interrupting
2. Clarify expectations before starting service
3. Explain price, duration, and expected results
4. Avoid technical jargon; speak clearly
3️⃣ — Service Experience Control
1. Check comfort level during service
2. Maintain cleanliness & hygiene at all times
3. No staff phone usage during service
4. Handle tools professionally
Complaint Handling
1️⃣ — Stay Calm & Listen
1. Do not argue or interrupt
2. Allow customer to fully express dissatisfaction
3. Maintain eye contact and neutral tone
2️⃣ — Acknowledge & Apologize
1. Thank customer for feedback
2. Apologize for the experience (not necessarily admitting fault)
3. Show empathy “I understand how you feel. Thank you for letting us know.
3️⃣ — Clarify the Issue
1. What was expected?
2. What happened?
3. When did it happen?
Record clearly in complaint log.
Record Clearly in Complaint Log
4️⃣ — Offer Solution (Follow Company Policy)
1. Free touch-up / redo
2. Partial refund
3. Service voucher
4. Manager follow-up
⚠ Frontline staff should not promise refund beyond approval limit.
5️⃣ — Escalation Procedure
If customer remains dissatisfied:
1. Call outlet manager immediately
2. Manager handles personally
3. If still unresolved → escalate to HQ
6️⃣ — Documentation & Follow-Up
1. Record staff involved
2. Attach before/after photos (if relevant)
3. Log solution given
4. Follow up within 24–48 hours
🚫 What NOT To Do
🚫 Do not blame customer
🚫 Do not argue
🚫 Do not say “This never happened before”
🚫 Do not ignore negative feedback
Every complaint is an opportunity to turn a dissatisfied customer into a loyal one.
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