Provide customer service in a dry cleaning or laundry enterprise

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver LMTDC2001A, 'Provide customer service in a dry cleaning or laundry enterprise'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Provide customer service in a dry cleaning or laundry enterprise' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)


Elements and Performance Criteria

ELEMENT

PERFORMANCE CRITERIA

1 Establish customer requirements

1.1 Information concerning customer need is sought in order to identify the specific service required

1.2 Available services are outlined to the customer, where necessary

1.3 Service charges are determined and confirmed with customer

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

1.5 Situations requiring additional assistance are recognised and referred

1.6 Workplace procedures and instructions are read and interpreted

2 Complete service instructions

2.1 Article, fabric and dry cleaning or laundry requirements are identified or confirmed

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

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

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

2.5 Knowledge of customer service processes are applied to perform required tasks

3 Process article and return to customer

3.1 Articles are inspected for final check to ensure customer requirements have been met

3.2 Cleaned article is retrieved and presented to customer

3.3 Transaction is processed through point of sale equipment accurately

3.4 Work is conducted according to OHS practices

4 Handle customer complaints

4.1 Customer complaints are acknowledged and specific difficulties clarified

4.2 Options for resolution are proposed and solution negotiated with customer

4.3 Strategies for resolution of complaints are implemented and relevant staff notified

4.4 Situations requiring additional assistance are recognised and referred


Qualifications and Skillsets

LMTDC2001A appears in the following qualifications:

  • LMT31110 - Certificate III in Laundry Operations
  • LMT21510 - Certificate II in Dry Cleaning Operations
  • LMT40810 - Certificate IV in Laundry Operations and Supervision
  • LMT21410 - Certificate II in Laundry Operations
  • LMT31210 - Certificate III in Dry Cleaning Operations