Course Title: Provide customer service in a dry cleaning or laundry enterprise

Part B: Course Detail

Teaching Period: Term2 2017

Course Code: MKTG8017C

Course Title: Provide customer service in a dry cleaning or laundry enterprise

School: 350T Fashion & Textiles

Campus: Brunswick Campus

Program: C3395 - Certificate III in Dry Cleaning Operations

Course Contact: Peter Bonnell

Course Contact Phone: +61 3 99259171

Course Contact Email: peter.bonnell@rmit.edu.au

Name and Contact Details of All Other Relevant Staff

Nominal Hours: 50

Regardless of the mode of delivery, represent a guide to the relative teaching time and student effort required to successfully achieve a particular competency/module. This may include not only scheduled classes or workplace visits but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

Pre-requisites and Co-requisites

None

Course Description

In this course you will acquire the skills and knowledge required to provide service to dry cleaning or laundry customers. It applies to interacting with customers to identify and satisfy customer requirements, including referral to appropriate personnel where applicable.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:	MSTDC2001 Provide customer service in a dry cleaning or laundry enterprise
Element:	1 Determine job requirements
Performance Criteria:	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
Element:	2 Establish customer requirements
Performance Criteria:	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
Element:	3 Interact with customer to process required service
Performance Criteria:	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
Element:	4 Handle customer complaints
Performance Criteria:	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

Learning Outcomes

On successful completion of this course you will have developed and applied the skills and knowledge required to demonstrate competency in the above elements. 

 

Details of Learning Activities

In general your training is contextualised according to the company’s production processes undertaken as a part of the trainees normal work duties.

Your tasks are selected for training and explanation of the task to be undertaken is given by the trainer and the correct procedure discussed. The task is demonstrated by the trainer and underpinning skills and knowledge are developed.

When the trainer is confident you are capable of undertaking the task safely you will then do the task. During this time your work would be monitored by the trainer and questioning and further instruction given.

You will also be given workplace based tasks and activities to complete and practice between visits. Any activities and work performed between visits are reviewed and further training is undertaken accordingly.

RMIT University learning resources are used to support your training

Teaching Schedule

In general you will be taught by 5 means within a workplace training context as follows:

1. Introduction and overview of course. Basics of skills required and course content 2 hours
2. Use of learning resources and basic skills development 2 hours
3. Complete manuals 4 hours
4. Supervised skill development to competency 40 hours
5. Consolidation of skills and assessment 2 hours

You will practice skills and understanding as a part of your workplace duties between sessions. Activities and work performed between visits are reviewed in the following session and further training is undertaken accordingly.

Learning Resources

Prescribed Texts

References

Other Resources

Overview of Assessment

Assessment is ongoing throughout the course and will include activities to show theoretical understanding, practical demonstration and questioning. Full assessment briefs will be provided.

Create New VersionSuspend

 

Assessment Tasks

You will be assessed by observation as you identify customer requirements, complete service instructions, process articles and returns to customers plus handle customer complaints (you can check the performance criteria above for more details of these skills). You will be questioned for underpinning knowledge in all these operations.

Assessment Matrix

Course Overview: Access Course Overview