Unit of competency Outline

Date retreived
22/07/2026 9:31 AM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Provide customer service in a dry cleaning or laundry enterprise

Provide customer service in a dry cleaning or laundry enterprise

Unit of competency
National Code
LMTDC2001A
State Code
W7185
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
16/07/2011
View on TGA
State Implementation and Classification
Approved Date
11/11/2010
Field of Education
039909 - Cleaning
Original Release Date
11/11/2010
Nominal Hours
50
Description
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.
Notes
Elements and 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
RANGE STATEMENT
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
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.
Replaces
State Code National Code Title Type
E0996 LMTPRDC01A Provide customer service Unit of competency
Replaced By
State Code National Code Title Type
BAX33 MSTDC2001 Provide customer service in a dry cleaning or laundry enterprise Unit of competency