Assessor Resource

LMTDC2001A
Provide customer service in a dry cleaning or laundry enterprise

Assessment tool

Version 1.0
Issue Date: May 2024


This unit applies to customer services within the dry cleaning or laundry industries where dry cleaning or laundry service is discussed with and agreed to by the client.

Work may be conducted in small to large scale enterprises and may involve individual and team activities. Work is performed within defined procedures under direct supervision.

The application of this unit is according to OHS practices of the enterprise and workplace practices, which may include:

requirements prescribed by legislation, awards, agreements and conditions of employment

standard operating procedures

work instructions

oral, written and visual communication

quality practices, including responsibility for maintenance of own work quality and contribution to quality improvement of team or section output

housekeeping tasks related to environmental protection, waste disposal, pollution control and recycling.

This unit requires the application of skills associated with communicating information to customers on the services provided by the dry cleaning or laundry enterprise and establishing positive relationship with the customer. This unit also requires an ability to apply problem solving strategies to handle customer complaints for example conflict resolution, negotiation skills and use appropriate verbal and body language, and teamwork, initiative and enterprise in meeting customer needs.

This unit covers 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.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Prerequisites

Prerequisites

Nil

Employability Skills

This unit contains employability skills.



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

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.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

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

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

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Information concerning customer need is sought in order to identify the specific service required 
Available services are outlined to the customer, where necessary 
Service charges are determined and confirmed with customer 
Specific options for particular dry cleaning or laundry needs are discussed with the customer, as required 
Situations requiring additional assistance are recognised and referred 
Workplace procedures and instructions are read and interpreted 
Article, fabric and dry cleaning or laundry requirements are identified or confirmed 
Instructions, including special attention tags, are completed to identify article and cleaning requirements 
Customer records and reference dockets are processed including recording of damage and missing trim 
Articles are hung or stored, ready for dry cleaning or laundry 
Knowledge of customer service processes are applied to perform required tasks 
Articles are inspected for final check to ensure customer requirements have been met 
Cleaned article is retrieved and presented to customer 
Transaction is processed through point of sale equipment accurately 
Work is conducted according to OHS practices 
Customer complaints are acknowledged and specific difficulties clarified 
Options for resolution are proposed and solution negotiated with customer 
Strategies for resolution of complaints are implemented and relevant staff notified 
Situations requiring additional assistance are recognised and referred 

Forms

Assessment Cover Sheet

LMTDC2001A - Provide customer service in a dry cleaning or laundry enterprise
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

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

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: