Course Title: Provide customer service in a dry cleaning or laundry enterprise
Part B: Course Detail
Teaching Period: Term2 2013
Course Code: MKTG5927C
Course Title: Provide customer service in a dry cleaning or laundry enterprise
School: 350T Fashion & Textiles
Campus: Brunswick Campus
Program: C3286 - Certificate III in Laundry 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, identifying and satisfying customer requirements including referral to appropriate personnel where applicable.
National Codes, Titles, Elements and Performance Criteria
National Element Code & Title: |
LMTDC2001A Provide customer service in a dry cleaning or laundry enterprise |
Element: |
1 Establish customer requirements |
Performance Criteria: |
1.1 Information concerning customer need is sought in order to |
Element: |
2 Complete service instructions |
Performance Criteria: |
2.1 Article, fabric and dry cleaning or laundry requirements are 2.4 Articles are hung or stored, ready for dry cleaning or laundry |
Element: |
3 Process article and return to customer |
Performance Criteria: |
3.1 Articles are inspected for final check to ensure customer |
Element: |
4 Handle customer complaints |
Performance Criteria: |
4.1 Customer complaints are acknowledged and specific difficulties |
Learning Outcomes
By the end of the course you will be able to establish customer requirements, complete service instructions, process articles and returns to customers plus handle customer complaints.
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 will be in the form of observation of your ability to establish customer requirements, complete service instructions, process articles and returns to customers plus handle customer complaints. Also by questioning for underpinning knowledge.
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 detials of these skills). You will be questioned for underpinning knowledge in all these operations.
Assessment Matrix
Course Overview: Access Course Overview