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Elements and Performance Criteria

1. Determine job requirements
   • Follow standard operating procedures (SOPs)
   • Comply with work health and safety (WHS) requirements at all times
   • Use appropriate personal protective equipment (PPE) in accordance with SOPs
   • Identify job requirements from specifications, drawings, job sheets or work instructions
2. Establish customer requirements
   • Seek information from customer to determine the service they require
   • Outline available services with the customer and discuss specific options for dry cleaning or laundry needs, where necessary
   • Identify situations that need additional assistance and refer customer to appropriate service
   • Determine service charges and confirm with customer
3. Interact with customer to process required service
   • Identify or confirm article, fabric and dry cleaning or laundry requirements
   • Complete instructions, including special attention tags, to identify article and cleaning requirements
   • Process customer records and reference dockets, including record of damage and missing trim
   • Hang articles or store, ready for dry cleaning or laundry
   • Retrieve cleaned article and do a final check to ensure customer requirements have been met
   • Present article to customer and process transaction through point of sale equipment according to workplace practices
   • Use effective interpersonal communication skills
4. Handle customer complaints
   • Acknowledge any customer complaints and clarify specific difficulties
   • Propose options to resolve complaints and negotiate a suitable solution with customer
   • Notify relevant staff and identify strategies to avoid or resolve complaints
   • Use effective communication skills to demonstrate respect for cultural differences in the workplace
   • Refer customer to other sources if they need further assistance

Range Statement

This field allows for different work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included.
Workplace procedures include one or more of the following:	requirements prescribed by legislation, awards, agreements and conditions of employment SOPs work instructions oral, written and visual communication quality practices, including responsibility for maintenance of own work quality and contribution to quality improvement of team or section output housekeeping tasks related to environmental protection, waste disposal, pollution control and recycling WHS requirements
Australian Standards include:	the relevant industry or Australian Standards that are current at the time this unit is being undertaken

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Performance Evidence

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.

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Knowledge Evidence

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.

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