Provide textile care customer services
Overview
This standard is for those who meet and take care of textile care services customers. As the first point of contact for customers, you will need to be able to communicate with customers and colleagues and be able to comply with written instructions and keep manual or digital records.
This standard is for textile care customer service assistants.
Performance criteria
You must be able to:
P1 keep customer service equipment and supplies organised and ready for use
P2 receive items for cleaning from customers
P3 check the item for the correct cleaning method prior to cleaning
P4 identify any existing damage to the item and confirm this with the customer before accepting
P5 explain why the item may not meet customer expectations post cleaning
P6 identify and remove any foreign objects from the item prior to processing in line with organisational procedures
P7 complete paperwork and other documentation in line with organisational procedures
P8 transfer the item to the next stage of the cleaning or repair process
P9 process payments in line with organisational procedures
P10 identify and remedy any discrepancies or errors in payments
P11 inspect the cleaned item for condition and confirm that it meets quality standards prior to packing
P12 pack the cleaned item according to type in line with organisational procedures
P13 take action to resolve any faults with the item following cleaning
P14 build and maintain relationships with customers
P15 refer any customer problems following organisational procedures
Knowledge and Understanding
You need to know and understand:
K1 what equipment is needed when dealing with customers
K2 why it is important to deal with customers courteously and helpfully
K3 how to interpret care labels
K4 which fabrics and items are unsuitable for cleaning and why
K5 types of trimmings and accessories and how to deal with them
K6 how to identify defects in items on receipt from the customer
K7 how to check items prior to cleaning and the types of foreign objects that may be present and need removal
K8 organisational procedures for processing payments
K9 how to identify and deal with discrepancies and errors with payments
K10 how to deal with a customer complaint
K11 when to refer customer problems to others
K12 how to build and maintain relationships with customers
K13 how to promote the features and benefits of products offered
K14 how to complete the relevant documentation and maintain organisational records
K15 how to store customer records in line with data protection legislation and organisational requirements