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
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

Element:

2 Complete service instructions

Performance Criteria:

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

Element:

3 Process article and return to customer

Performance Criteria:

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 practic

Element:

4 Handle customer complaints

Performance Criteria:

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


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