エステサロンのようにお客様にサービスを提供する職種は、クレームやトラブルのリスクと隣り合わせであると言っても過言ではありません。
日ごろから十分に気を配って接客していても、ちょっとした認識の違いなどでクレームに発展することもあります。
いざという時に冷静に対応できるように、想定されるクレームやトラブルに対して事前に確認しておくことが大切です。
今回は、エステサロンに多いトラブルや、クレーム対応時に気を付けたいポイントについて紹介していきます。
対処法を紹介！エステサロンのよくあるトラブル7選
エステサロンにおいて、クレームになりやすいトラブルには以下のようなシチュエーションが考えられます。
- 予約が取れていなかったり、ダブルブッキングなどの予約トラブル
- スタッフの接客態度でお客様に不快感を与えてしまった
- 技術や知識不足によりお客様に満足していただけなかった
- サロン側の説明不足による料金トラブル
- お客様の持ち物が紛失した
- 施術後に肌トラブルがおきてしまった
- 勧誘や商品販売をしつこく行いクレームとなった
トラブルが起きてしまったときは、お客様の話をしっかりと聞いた上で丁重にお詫びしましょう。
内容によっては、次回予約時にオプションメニューをサービスするなど、誠意を示すことも重要です。
また、トラブルの原因をしっかりと究明し、再発させないための対策を行いましょう。
誠実さが重要！クレーム対応時に気を付けたいポイント
トラブルがクレームに発展してしまった場合、対応方法を間違えるとさらに大きなクレームに発展してしまいます。
ここからは、クレーム対応時に気を付けたいポイントを紹介していきます。
ポイント①：お客様の気持ちに寄り添って丁寧に話を効く
クレームの対応において最も重要なのは、「お客様の気持ちを受け止め、丁寧に話を聞く」ことです。
途中で話をさえぎらず、相槌やオウム返しをしながら、最後までしっかりと話を聞きましょう。
ポイント②：理不尽な内容でも「でも」「だから」はNG
理不尽な内容を言われたり、お客様の勘違いの場合など、ついつい言い返したくなることもあるかと思います。
しかし、「でも」や「だから」などという言葉を使ってしまうと、火に油を注ぐような状況になりかねません。
まずはお客様が落ち着くまで、冷静に話を聞くことが大切です。
ポイント③：悪質なクレームには毅然とした態度で！専門家に相談もあり
不当な金銭の要求や、明らかに悪質なクレームの場合、毅然とお断りすることも大切です。
なかなか解決の糸口が見えず、お店側の手に負えない状況になった場合は、弁護士などの専門家に相談することも視野に入れておきましょう。
エステサロンのトラブルやクレームはお客様の気持ちを受け止めることが重要
エステサロンのトラブルについて紹介しました。
お客様に対して常に万全の接客を行っていても、ちょっとしたボタンのかけ違いでクレームに発展することもあります。
トラブルやクレームが起きてしまったら、まずはお客様の話に耳を傾け、気持ちを受け止めることが大切です。
慌てず冷静に対処できるように、しっかりと対応方法を確認しておきましょう。
コメント
Hi there! I could have sworn I’ve been to this site before but after browsing through some of the post I realized
it’s new to me. Anyhow, I’m definitely glad I found
it and I’ll be bookmarking and checking back often!
of course like your web site but you need to take a look at the spelling on several of
your posts. A number of them are rife with spelling issues
and I find it very troublesome to tell the truth however I’ll
surely come again again.
Good site you’ve got here.. It’s difficult to find excellent writing like yours nowadays.
I truly appreciate individuals like you! Take care!!
It is actually a nice and helpful piece of info.
I am satisfied that you simply shared this useful information with us.
Please keep us informed like this. Thanks for sharing.
If some one wishes expert view on the topic of running a blog then i recommend him/her to pay a
quick visit this web site, Keep up the pleasant work.
Thought you’d appreciate this article’s unique ideas http://rt.rulet-18.com/
If you’re interested, this article is a must-read https://st.zvuk.com/newsens/71eca10a-e82b-4152-b48c-acc87786094d
A fascinating article came my way you might enjoy it https://castbox.fm/episode/Play-Smart-id6331052-id782320557
Read this and thought you might appreciate it too http://zxz.listbb.ru/viewtopic.php?f=7&t=10052
This article left an impression on me hope you’ll check it out too http://c90226sl.beget.tech/2025/02/28/oborudovanie-dlya-poligrafii-nadyozhno-i-vygodno/
This piece is packed with good points check it out http://odessaforum.getbb.ru/viewtopic.php?f=5&t=23997
Couldn’t resist sharing this article—hope you enjoy it https://swaay.com/u/mostbetpartnersaffiliate/about/
This one has some valuable insights—check it out if interested http://vyaselka.by/phpBB3/viewtopic.php?f=7&t=705
Thought this was an interesting article to share http://wmrp.listbb.ru/posting.php?mode=post&f=51&sid=32fc03953b3d54198d30bea9e725f17b
This piece is packed with good points check it out http://taro.kabb.ru/search.php
Take a look at this article that came my way http://saturn.forumex.ru/viewtopic.php?f=19&t=623
If you’re interested, this article is a must-read http://b98385gb.beget.tech/2025/03/05/ograzhdeniya-iz-stali-s-montazhom-v-kratchayshie-sroki.html
Spotted a noteworthy article, thought you’d like it http://molbiol.ru/forums/index.php?showtopic=2118778
Here’s an article that caught my eye you may enjoy it https://a1-restorations.com/de/sandstrahlen-von-fassaden-von-gebauden-in-deutschland/
Spotted this interesting read and thought of you http://hitman.getbb.ru/viewtopic.php?f=16&t=2565
Take a look at this insightful piece I came across http://sampnl.listbb.ru/viewtopic.php?f=3&t=1592
Stumbled upon a great article, might be of interest https://forum.belarena.by/viewtopic.php?t=199964
Thought you might find this article as captivating as I did http://a63.flybb.ru/viewtopic.php?f=16&t=4249&sid=7e577f4aa235dba9306ef17162a25ce8
Saw this article and thought of you—give it a read https://ru-book.ru/blogs/62/Диплом-без-посещения-университета
This piece is packed with good points check it out https://medicina.forumex.ru/viewtopic.php?f=8&t=2574
This piece caught my attention, worth checking out https://www.liveinternet.ru/users/laralim/post510188070/
Found this article with some great takeaways https://jobs.recruithub.africa/profile/torycurtis1502
Spotted an intriguing read recommend you dive in https://mobilevideo.lonnedryk.site/read-blog/419_multfilmy-onlajn-besplatno.html
Here’s something to read if you’re looking for fresh ideas https://realestate.kctech.com.np/profile/freemanvrt6887
This piece is packed with good points check it out http://pc2163.com/viewtopic.php?t=288920
Here’s an article with some great insights give it a read https://jcrunch.com/employer/doramyclub/
Thought of you when I read this article check it out https://evnity.io/read-blog/5510_obyavleniya-goroda-zaporozhe-dlya-dostupa-nuzhen-vpn.html
Found this article full of fresh takes—take a look https://www.chuhaipin.cn/employer/ukrgo/
This article left an impression—check it out http://bazhenova.greatforum.ru/viewtopic.php?f=17&t=8956
Wonderful blog! I found it while browsing on Yahoo News.
Do you have any suggestions on how to get listed in Yahoo News?
I’ve been trying for a while but I never seem
to get there! Thanks
Here’s something I found worth sharing—enjoy! https://prime-jobs.ch/companies/lordfilm-club/
Thought of you when I read this—hope you like it http://asg-amt.phorum.pl/viewtopic.php?p=34899#34899
Check out this article I came across it’s worth the read https://nujob.ch/companies/lordfilm-club/
You might find this one intriguing as I did https://intouch.pk/read-blog/5951_smotret-serialy-onlajn.html
This article grabbed my attention, thought you’d like it too https://lavorare.eu/companies/turkru-tv/
Found an insightful piece and wanted to share https://www.liveinternet.ru/users/laralim/post510430359/
Discovered an article with some powerful points—give it a read http://tsnlp.5nx.ru/viewtopic.php?f=26&t=1081
Here’s an article I think you’d find valuable https://xn--bll-knabb.com/read-blog/247_smotret-tureckie-serialy-2025-onlajn.html
Here’s an article that has some unique ideas hope you enjoy http://app.vellorepropertybazaar.in/profile/tamijuv3652767
You might find this article as interesting as I did https://www.diigo.com/item/note/8p2f0/5how?k=850076c01c4611151f56f88233a70891
This piece caught my attention, worth checking out https://www.quora.com/profile/Bleakskippingjam/В-современном-мире-промышленных-и-коммерческих-помещений-где-высокие-нагрузки-агрессивные-среды-и-строгие-санитарные-н
Encountered a thought-provoking article, highly recommend https://www.liveinternet.ru/users/laralim/post510471632/
Came across an interesting article highly recommend you check it out https://butik.copiny.com/topics/new?category=7181
Discovered a great read that’s right up your alley https://headbull.ru/employer/tvturkru/
Here’s a fascinating read to start your day https://mete01.com/read-blog/1965_muzika-2025-ukrayinska-skachati.html
Just discovered this, and it’s worth sharing https://empleo.infosernt.com/employer/ukrtune/
Do you mind if I quote a few of your posts as long as I provide credit and sources
back to your weblog? My website is in the very same area of interest as yours and
my users would truly benefit from some of the information you present here.
Please let me know if this alright with you.
Many thanks!
Just finished an interesting article—recommend checking it out http://karkadan.ru/users/77829
This article grabbed my attention, thought you’d like it too https://jobs.kwintech.co.ke/companies/mp-3dim/
Here’s an article with some great insights give it a read http://wizfinityedusolutions.com/textstat/zavantazhiti-muziku-bezkoshtovno-onlajn-89/
When I originally commented I clicked the “Notify me when new comments are added” checkbox and now each time a comment is added I get several e-mails
with the same comment. Is there any way you can remove me from that service?
Bless you!
excellent points altogether, you just won a new reader. What would you suggest about your post that you
just made a few days ago? Any sure?
Stumbled upon a great article, might be of interest https://bbbbnewss.blogspot.com/2025/04/blog-post_16.html
This article had some unique insights, worth sharing https://truefans.fm/terea-podcast/6800f4bc1b4f73f9f6859383
If you’re in the mood for a good read, here it is https://www.openstreetmap.org/user/tereailumaaru
Found this article with some great takeaways http://video.listbb.ru/viewtopic.php?f=3&t=1746
This piece caught my attention, worth checking out https://reuse.constantvzw.org/index.php?title=—мотреть_фильмы_на_Ћордфильм
Thanks for your marvelous posting! I definitely enjoyed reading it,
you might be a great author. I will ensure that
I bookmark your blog and will come back in the foreseeable future.
I want to encourage continue your great posts, have a nice afternoon!
Quality articles or reviews is the secret to invite the viewers to pay a visit the web site, that’s what this web page is providing.
Feel free to visit my blog nordvpn coupons inspiresensation
When some one searches for his necessary thing, thus he/she wants to be available that in detail,
thus that thing is maintained over here.
Feel free to surf to my web-site … nordvpn coupons inspiresensation (t.co)
I read this post completely about the difference of newest and earlier technologies,
it’s awesome article.
Here is my web site … nordvpn coupons inspiresensation – http://abc.li/nordvpn-coupons-inspiresensation–63459 –
I was suggested this web site by my cousin.
I am not sure whether this post is written by him as nobody else
know such detailed about my trouble. You’re amazing!
Thanks!
Look at my site :: nordvpn coupons inspiresensation; tinyurl.com,
nordvpn special coupon code 2025 350fairfax
hey there and thank you for your info –
I have definitely picked up something new from right here.
I did however expertise several technical issues
using this website, as I experienced to reload the website many times
previous to I could get it to load properly. I had been wondering if your web host is
OK? Not that I’m complaining, but slow loading instances
times will very frequently affect your placement in google
and can damage your high quality score if advertising and marketing with Adwords.
Anyway I am adding this RSS to my email and could look out for much more of your respective fascinating content.
Make sure you update this again soon.
Hey this is kind of of off topic but I was wondering if blogs use WYSIWYG editors or if
you have to manually code with HTML. I’m starting a blog soon but have no coding experience so
I wanted to get advice from someone with experience.
Any help would be enormously appreciated!
What’s up to every one, the contents present at this
site are actually amazing for people experience, well, keep up
the good work fellows.