List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1 | Determine job requirements | 1.1 | Follow standard operating procedures (SOPs) |
| 1.2 | Comply with work health and safety (WHS) requirements at all times |
| 1.3 | Use appropriate personal protective equipment (PPE) in accordance with SOPs |
| 1.4 | Identify job requirements from specifications, drawings, job sheets or work instructions |
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2 | Establish customer requirements | 2.1 | Seek information from customer to determine the service they require |
| 2.2 | Outline available services with the customer and discuss specific options for dry cleaning or laundry needs, where necessary |
| 2.3 | Identify situations that need additional assistance and refer customer to appropriate service |
| 2.4 | Determine service charges and confirm with customer |
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3 | Interact with customer to process required service | 3.1 | Identify or confirm article, fabric and dry cleaning or laundry requirements |
| 3.2 | Complete instructions, including special attention tags, to identify article and cleaning requirements |
| 3.3 | Process customer records and reference dockets, including record of damage and missing trim |
| 3.4 | Hang articles or store, ready for dry cleaning or laundry |
| 3.5 | Retrieve cleaned article and do a final check to ensure customer requirements have been met |
| 3.6 | Present article to customer and process transaction through point of sale equipment according to workplace practices |
| 3.7 | Use effective interpersonal communication skills |
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4 | Handle customer complaints | 4.1 | Acknowledge any customer complaints and clarify specific difficulties |
| 4.2 | Propose options to resolve complaints and negotiate a suitable solution with customer |
| 4.3 | Notify relevant staff and identify strategies to avoid or resolve complaints |
| 4.4 | Use effective communication skills to demonstrate respect for cultural differences in the workplace |
| 4.5 | Refer customer to other sources if they need further assistance |
Evidence required to demonstrate competence in this unit must be relevant to and satisfy the requirements of the elements and performance criteria, and include:
reading and following work instructions, standard operating procedures (SOPs), safe work practices and other reference material
greeting customer and determining dry cleaning or laundry requirements
dealing with customer to complete transactions, including operating associated equipment on at least two (2) occasions
conducting final check of articles
identifying other sources of assistance
negotiating solutions to problem situations, service complaints and enquiries
recognising and adapting to cultural differences in the workplace, including modes of behaviour and interactions
complying with relevant federal and state or territory legislative or regulatory requirements.
Evidence must be provided that demonstrates knowledge of:
safe work practices and procedures and use of personal protective equipment (PPE)
workplace or store policies and procedures
Australian Standards that govern dry cleaning and laundry operations
range of available services
care and maintenance procedures for articles
point of sale techniques
quality practices
effective communication skills
problem solving and negotiation strategies
workplace practices
practices for recording and reporting
federal and state or territory legislative or regulatory requirements.
Assessors must:
satisfy the assessor competency requirements that are in place at the time of the assessment, as set by the VET regulator
have vocational competency in providing customer service in a laundry or dry cleaning enterprise, at least to the level being assessed, with relevant industry knowledge and experience.
Assessment should occur in operational workplace situations. Where this is not possible, or where personal safety or environmental damage are limiting factors, assessment must occur in a sufficiently rigorous simulated environment reflecting realistic operational workplace conditions. This must cover all aspects of workplace performance, including environment, task skills, task management skills, contingency management skills and job role environment skills.
Assessment processes and techniques must be appropriate to the language, literacy and numeracy requirements of the work being performed and the needs of the candidate.
Conditions for assessment must include access to all tools, equipment, materials and documentation required, including relevant workplace procedures, product and manufacturing specifications associated with this unit.