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Evidence Guide: LMTDC2001A - Provide customer service in a dry cleaning or laundry enterprise

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

LMTDC2001A - Provide customer service in a dry cleaning or laundry enterprise

What evidence can you provide to prove your understanding of each of the following citeria?

Establish customer requirements

  1. Information concerning customer need is sought in order to identify the specific service required
  2. Available services are outlined to the customer, where necessary
  3. Service charges are determined and confirmed with customer
  4. Specific options for particular dry cleaning or laundry needs are discussed with the customer, as required
  5. Situations requiring additional assistance are recognised and referred
  6. Workplace procedures and instructions are read and interpreted
Information concerning customer need is sought in order to identify the specific service required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Available services are outlined to the customer, where necessary

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Service charges are determined and confirmed with customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Specific options for particular dry cleaning or laundry needs are discussed with the customer, as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Situations requiring additional assistance are recognised and referred

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Workplace procedures and instructions are read and interpreted

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete service instructions

  1. Article, fabric and dry cleaning or laundry requirements are identified or confirmed
  2. Instructions, including special attention tags, are completed to identify article and cleaning requirements
  3. Customer records and reference dockets are processed including recording of damage and missing trim
  4. Articles are hung or stored, ready for dry cleaning or laundry
  5. Knowledge of customer service processes are applied to perform required tasks
Article, fabric and dry cleaning or laundry requirements are identified or confirmed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Instructions, including special attention tags, are completed to identify article and cleaning requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer records and reference dockets are processed including recording of damage and missing trim

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Articles are hung or stored, ready for dry cleaning or laundry

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Knowledge of customer service processes are applied to perform required tasks

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Process article and return to customer

  1. Articles are inspected for final check to ensure customer requirements have been met
  2. Cleaned article is retrieved and presented to customer
  3. Transaction is processed through point of sale equipment accurately
  4. Work is conducted according to OHS practices
Articles are inspected for final check to ensure customer requirements have been met

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Cleaned article is retrieved and presented to customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Transaction is processed through point of sale equipment accurately

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Work is conducted according to OHS practices

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Handle customer complaints

  1. Customer complaints are acknowledged and specific difficulties clarified
  2. Options for resolution are proposed and solution negotiated with customer
  3. Strategies for resolution of complaints are implemented and relevant staff notified
  4. Situations requiring additional assistance are recognised and referred
Customer complaints are acknowledged and specific difficulties clarified

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Options for resolution are proposed and solution negotiated with customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Strategies for resolution of complaints are implemented and relevant staff notified

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Situations requiring additional assistance are recognised and referred

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

The Evidence Guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for the Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Demonstrates skills and knowledge to:

greet customer and determine dry cleaning or laundry requirements

conduct final check of articles

deal with and complete transactions, including operating associated equipment

handle queries, including following up enquiries

Consistently applies skills and knowledge when:

organising work

completing tasks

identifying improvements

using workplace practices

using OHS practices

recording and reporting accidents and incidents

assessing operational readiness of equipment used and work processes

recognising and adapting to cultural differences in the workplace, including modes of behaviour and interactions

completing work systematically with attention to detail without damage to goods and equipment

Context and specific resources for assessment

Assessment may occur on the job or in an appropriately simulated environment and requires access to work areas, materials and equipment and to information on workplace practices and OHS practices.

Guidance information for assessment

This unit may be assessed independently or in combination with other relevant units.

Required Skills and Knowledge

This describes the essential skills and knowledge and their level, required for this unit.

Demonstrates knowledge of:

workplace or store policies and procedures

range of available services

care and maintenance procedures for articles

point of sale techniques

safety and environmental aspects of workplace operation

OHS practices, including hazard identification and control measures

quality practices

workplace practices

practices for recording and reporting

Demonstrates skills to:

deal effectively and politely with customer enquiries

refer customer to other appropriate personnel or source, as required

handle and package articles correctly

communicate effectively within the workplace

interpret and apply established procedures

document, assess, and transfer information

problem solve

read, interpret, and follow information on work specifications, standard operating procedures and work instructions, and other reference material

maintain accurate records

communicate within the workplace

sequence operations

meet specifications

clarify and check task-related information

carry out work according to OHS practices

Range Statement

The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the Performance Criteria, is detailed below. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs if the candidate, accessibility of the item, and local industry and regional contexts.

Legislative/regulatory requirements

All work must comply with relevant Federal and State or Territory legislative or regulatory requirements.

OHS practices

OHS practices must include hazard identification and control, risk assessment and implementation of risk reduction measures specific to the tasks described by this unit, and may include:

manual handling techniques

standard operating procedures

personal protective equipment

safe materials handling

taking of rest breaks

ergonomic arrangement of workplaces

following marked walkways

safe storage of equipment

housekeeping

reporting accidents and incidents

other OHS practices relevant to the job and enterprise