National Occupational Competency Testing Institute (NOCTI) Cosmetology Practice Exam

When a client expresses dissatisfaction, a receptionist should react by:

1. Offering a discount

2. Handling the complaint well

3. Showing frustration

4. Defending the stylist

The correct answer is: Handling the complaint well

When a client expresses dissatisfaction, handling the complaint well is crucial for maintaining customer satisfaction and loyalty. This approach involves actively listening to the client's concerns, acknowledging their feelings, and providing a thoughtful response that addresses the issue. Demonstrating empathy and a willingness to resolve the problem can significantly improve the client's experience, even if they were initially upset. By effectively managing the complaint, a receptionist creates an opportunity to rebuild trust and assure the client that their concerns are valued. This not only enhances the reputation of the business but can also lead to a positive outcome for both the client and the establishment. Engaging positively with the client reflects professionalism and a commitment to quality service. Offering discounts, showing frustration, or defending the stylist might not satisfactorily resolve the issue, and may even escalate the situation further, whereas handling the complaint well lays the foundation for a constructive resolution.