Human Reasource

Knowledge, Skills, and Abilities Required:Knowledge of chemical properties, time and situations of use, composition and reaction to skin. Ability to meet and exceed quality and customer satisfaction standards. Foundational Cosmetologist/Hairstylist knowledge as usually obtained through the completion of technical/vocational training and 1 to 3 years of experience.THE SITUATION: Janice VonDane is currently a cosmetologist/hairstylist for Curl Up & Dye, one of the top hair salons in Washington, DC. Janice has just begun her employment and is only in her second month at this salon. One Wednesday morning, Janice received a walk-in customer who had never been to the salon. This customer did not know what she wanted to do with her hair, so she gave Janice free rein and only told Janice to make her look beautiful. Janice performed the service and told the woman the service performed would be a total of $85. In review of the hair style, the customer became very upset and said the hair style made her head look big. This customer refused to pay and stormed out of the salon. The owner/manager of the salon had a meeting with Janice to discuss the issue. In this meeting, the owner/manager brought up the fact that this is the third time since Janice began working there that a customer was not satisfied. “I have asked you to review our stance on customer service,” said the owner/manager, “and yet there appears to be little change in your performance.” Janice responded and said there was nothing wrong with her customer service in this situation, or any other situation. She cited her previous performance in other salons and the fact that she graduated at the top of her class in cosmetology school, suggesting that these customers were trying to get out of paying. Simultaneously, the angry customer called the salon and informed the owner/manager that Janice did not tell her what she was going to do, claiming if Janice had told her that is what she was going to do to her hair, she would have never agreed. Armed with this information from the customer and now hearing Janice’s version of the situation, the owner/manager decided to terminate Janice’s employment. The owner/manager stated that Janice did not perform her duties as identified in her job description.Questions:1. Explain if this a good or bad job description as it applies to this situation?2. Was the owner/manger’s action justifiable as applied against the job description? Provide justification for your answer.

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