MONITORING

AND SOLVING
CUSTOMER
SERVICE
PROBLEMS
MIRRORS
LUXURY
SALON & SPA
 Store Overview Mentor Profile
•Mirrors Luxury Salons is a unisex
salon located at Jubliee Hills, Rd no. 1.
Name: Mr. Sruzan
It was founded in 2000 on the pillars of Post: Branch Manager
top quality service, styling, and Educational Qualifications:
hygiene – all in an environment of B.com graduate
unbridled luxury. Experience: 5 years in
•They also have two other branches
service industry
located at Banjara His, Rd no. 12 and Contact Number:
Gachibowli and a training academy 9346881818
located at Madhapur. Email
Address: info@mirrorsspaan
•Some of the biggest global names in
the hair and beauty care industry come
dsalon.com
to Mirrors to train the staff, and make
them up-to-date with the latest trends
and techniques.
 Different outcomes
Lack of Cleanliness
of hair treatments

Problems
faced
Different reactions of
by skin due to skin
treatments
Customers

Problem with
Services that are not
finding the
up to the mark
location
 Usage of
Lack of parking
expired
space
products
Problems
Faced by
Breakdowns
Inaccurate the
and
noting of
malfunction of
appointments
equipment Company
 Solutions to the problems faced by the Customers

• They clean up the entire salon every night

Lack of Cleanliness before closing it

Different outcomes of hair • Suggestions by the Senior Stylist

• Services will be done again without extra
treatments charges, if not satisfied

Different reactions of skin • Skin Specialist is available in the store

due to skin treatments

Services that are not up to • Provided with a Senior Stylist or other

the mark employee for the better services

• They added a signage at the entrance of lane

Problem with finding the
• The receptionist will guide through phone
location:
 Solutions to the problems
faced by the Company
Usage of expired Lack of parking Inaccurate noting Breakdowns and
products space of appointments malfunction of
equipment
• the manager • The keys are • The customer is
apologizes and collected from the apologized to for • Every tool or
provides the customer and the the inconvenience equipment that they
customer with the car is parked in the caused and is use has a backup
best of products as lane. promptly provided for it is in case of
compensation with the service any breakdowns or
• the employees are they booked for. malfunction of
strictly asked to equipments
check the products • they get the
that they are using damaged
for the date of equipment repaired
expiry. as soon as
possible.
ACTIONS TAKEN TO AVOID THE REPETITION OF PROBLEMS

The employee who is responsible for the problem is corrected immediately and is about not
repeating the mistake in the coming future.

They have a weekly meeting with the entire staff of the salon

They also have a monthly meeting which is for all the branch managers

They make sure to buy and make use of high quality equipment in the salon

They make sure to discard all the expired products.

They go through all the feedback forms filled by the customers

The skin expert is available during all the working hours of the salon
 Feedback
forms

SKILLS
REQUIRED
FOR
PROBLEM
Ask to re-
SOLVING
Connecte
visit in
d on calls
case the
after they
problem
leave
persists
BASIC PROCEDURE OF SOLVING CUSTOMER PROBLEMS

The employee attending the customer hears out

the problem

The employee informs the manager about the

problem

The manager handles the customer from there

while finding a solution

The solution is put into action

Follow-up with the customer