Oklahoma Cosmetology Board Practice Exam

What should you do if a client expresses dissatisfaction with your service?

1. Ignore their concern

2. Listen to their concerns and offer a resolution

3. Refuse to address the issue

4. Solely blame the client

The correct answer is: Listen to their concerns and offer a resolution

Listening to a client’s concerns and offering a resolution is an essential aspect of maintaining professionalism and client satisfaction in the cosmetology industry. By actively listening to what the client is unhappy about, you demonstrate empathy and a willingness to understand their perspective. This not only helps to de-escalate the situation but also allows you to gather information that can lead to a constructive solution. Offering a resolution can take various forms, such as correcting the issue on the spot, providing an alternative service, or offering a refund or discount if appropriate. This approach not only shows the client that you value their feedback but also reinforces trust and loyalty in your professional relationship. Addressing concerns effectively can turn a negative experience into a positive one, contributing to overall customer satisfaction. The other options suggest unprofessional behavior that would likely lead to further dissatisfaction. Ignoring the concern, refusing to address the issue, or blaming the client avoids responsibility and escalates the problem, damaging the client relationship and potentially causing them to seek services elsewhere.