Elements and Performance Criteria
- Establish customer requirements
- Information concerning customer need is sought in order to identify the specific service required
- Available services are outlined to the customer, where necessary
- Service charges are determined and confirmed with customer
- Specific options for particular dry cleaning or laundry needs are discussed with the customer, as required
- Situations requiring additional assistance are recognised and referred
- Workplace procedures and instructions are read and interpreted
- Complete service instructions
- Article, fabric and dry cleaning or laundry requirements are identified or confirmed
- Instructions, including special attention tags, are completed to identify article and cleaning requirements
- Customer records and reference dockets are processed including recording of damage and missing trim
- Articles are hung or stored, ready for dry cleaning or laundry
- Knowledge of customer service processes are applied to perform required tasks
- Process article and return to customer
- Handle customer complaints
- Customer complaints are acknowledged and specific difficulties clarified
- Options for resolution are proposed and solution negotiated with customer
- Strategies for resolution of complaints are implemented and relevant staff notified
- Situations requiring additional assistance are recognised and referred