Orientation

-Job description-Job Functions of Staff

-Work Process-Work Procedures

-Dealing with Customers-How to Handle Complaints

Job Description - Cashier

Major Responsibilities: 1. Must be responsible in receiving laundry

items from the customers. 2. Must be responsible in checking the

customers' laundry items before forwarding to the operations and process it.

3. Must be responsible in recording the sales transaction in Service Invoice.

4. Must be responsible in handling cash.

Job Description – Laundry Staff

1. Must be responsible in processing the customers' laundry items as per service availed and instructions indicated.

2. Must be responsible in following the standard procedures on receiving, tagging, sorting, pre-washing, washing, drying, pressing/steaming and packing of laundry items.

3. Must be responsible in maintaining the cleanliness of the outlet.

Job Functions of Staff

Cashier Function-Cleaning of working area 1-Cleaning Front areas-Cleaning of glasses-Cleaning of window sills-Cleaning of POS machine & Printer-Function as Cashier only-Cleaning of Laundry Machines-Reporting of Cash and Sales Reports-Reporting of Merchandise inventories-Recording of Sales Invoice to Sales Book-Securing of roll-up and front door lock

Job Functions of Staff

Laundry Staff 1 Function

-Cleaning of working area 2 (behind machines to office partition)

-Dustering of finished packages laundries-Cleaning of walls-Cleaning of shelves-Unloading of laundries and folding-Turn on/off water lines

Job Functions of StaffLaundry Staff 2 Function-Cleaning of working area 3

(from office partition to back door and back wall partition)

-Cleaning of walls -Cleaning of shelves-Cleaning of CR-Tagging of clothes and recording-Loading of soiled clothes-Inventory of laundry supplies-Securing of back door lock-Turn on/off of power switch for washing machines*Cleaning of back area once a week*Segregating of plastics, cartons and bottles

Job Functions of Staff

Laundry Staff3 Function

-Cleaning of working area 3-Dry Cleaning function-Hand washing of white clothes-Segregating of plastics, cartons and bottles-Securing of emergency door lock-Recording of Electric and water meters

Work Process

1. RECEIVING OF ITEMS

Work Process

1. RECEIVING OF ITEMS

The first and most important part of the process

wherein the laundry items received must be the

same in quantity as it reaches again the

customer/owner.

Work Process

RECEIVING OF ITEMS

The Cashier/Laundry Attendant will greet

the customer in a polite manner. Always

address customer with Sir or Ma’am

Example: “Good morning / afternoon Sir /

Ma’am, welcome to LAUNDRYWORLD”

Work Process

RECEIVING OF ITEMS The Cashier/Laundry Attendant will assist the

customer in unloading his/her laundry items to process. Explain the available services.

Example: “Sir/Ma’am we have a wash-dry-fold process, you can claim your items one (1) day after…and so on.”

Work Process - RECEIVING OF ITEMS

Ask the customer what service to avail of or suggest service that is appropriate for the item.

The Cashier/Laundry Attendant will accomplish the Service Invoice

Take note of the following:

Number of kilos

Itemization

Transfer of liability

Customer information

Receiver information

Work Process - RECEIVING OF ITEMS

The processor will do the pricing of dry cleaning items (refer to pricing guide on Dry Clean items)

Tagging of items Checking of items (damages) Issue the Service Invoice (original copy to the

customer) Payment of item full payment under abnormal

circumstances we ask 50% down payment

Work Process - Processing

Work Process - Processing

Color threading – to identify the owner of the items in a batch (no need to attach colored thread if one batch is owned by one person only)

Counting of items per color (take note in the Name Tag the name of owner and itemization)

Segregate item per color per owner (white, light colors, dark colors)

Loading of items in washer (minimum of 7kilos)

Work Process - Processing White colors are not directly loaded in the

washer, soak first for 10-15 minutes (basin with water, powder detergent and sort of chlorine/bleach) – pre-washing, Washing proper

Fabric Conditioner Rinsing Spinning (30 minutes) Drying Note: When using the front load type of washer,

the machine will automatically turn off after spinning.

Work Process - Processing

After drying is segregation by color (per batch) Folding Refer to the Itemization Record if the actual

count is the same, counter checking. Actual Count = Itemization Record.

You can identify the whereabouts of missing items

Re-check the item (if there is still stain, reprocess the item)

Packing of items

Work Process - Processing

Aromatize (1 spray of Fabric Sprayer in cellophane before putting in the item)

Attach the Release Form to identify the owner

Work Process - Releasing

Work Process - Releasing

Get the original copy of Sales Invoice from the customer

Payment of remaining balance Stamp paid if OK and the item is released In case, the customer has no SI, call the

Laundry Attendant to identify the claiming party

Work Procedures - Receiving 1. Itemize one customer at a time and per

service at a time if a customer avails multiple services.

2. Prepare the Service Invoice by writing the service and the corresponding quantity.

3. Categorize the clothes per service. 4. Write the categories on Service Invoice. 5. Count the items per category and write

quantity opposite its category. 6. Get the total count of all clothes. Encircle the

total count. Forward to the Processing.

Work Procedures - Receiving 1. Itemize one customer at a time and per

service at a time if a customer avails multiple services.

2. Prepare the Service Invoice by writing the service and the corresponding quantity.

3. Categorize the clothes per service. 4. Write the categories on Service Invoice. 5. Count the items per category and write

quantity opposite its category. 6. Get the total count of all clothes. Encircle the

total count. Forward to the Processing.

Work Procedures - Processing 7. Group the clothes in a secure place then

start attaching colored thread. 8. Accomplish an Itemization Record to have a

record of laundry items that comes from the receiving.

9. Place all the itemized laundry items inside a plastic bag or laundry basket. Keep the accomplished Itemization Record (as reference for checking the items that will come out of the Processing area and to be forwarded to the Receiving area).

Work Procedures - Processing

CHECKING ITEMS FROM PROCESSING TO RECEIVING

1. Check from Service Invoice the items forwarded from processing.

2. Mark/Check off items delivered over the Due List recorded last night until done with the last pack to confirm that the item/s is/are complete.

3. Determine if there are any discrepancies in the processed items. If there are discrepancies:

completeness of items processed.

Work Procedures - Processing

Discuss with the processor and record the reason for discrepancy

If items due for delivery are not ready, inform the customer regarding reschedule.

If there is no discrepancy:

The Cashier/Laundry Attendant will secure the signature of the the completeness of items processed.

Work Procedures - Releasing

RELEASING LAUNDRY / DRY CLEAN ITEMS 1. Ask the customer or his/her representative if

he/she brought the original copy of the Service Invoice.

If the customer or his/her representative has the SI, proceed to the next steps.

If the customer or his/her representative does not have the SI, let the representative sign in the Claim Log Sheet provided with valid ID of the customer and the representative.

Work Procedures - Releasing

2. Determine if the service availed is fully paid or not. If fully paid: The Cashier/Laundry Attendant will get the items and

give it to the customer. Make sure to ask for an Identification Card if representative of customer.

If not fully paid: The Cashier/Laundry Attendant will receive payment

from the customer and give the corresponding amount of change.

Stamp the SI with PAID.

Work Procedures - Releasing

3. Stamp the SI with CLAIMED stamp. 4. Ask the customer or representative to sign in

CLAIMED BY portion. 5. The Cashier/Laundry Attendant will place the

SI for claimed items in the drawer.

Dealing with Customers

Dealing with Customers

Ma’am/Sir. Welcome to LAUNDRYWORLD” How can I help you?

Be courteous. Say “Thank you”, “May I help you?”, “I’m sorry”, “Excuse me.”

Present service options and rates. Explain the benefits of services that the customer inquires about. Remember to upsell by suggesting a higher priced service.

Dealing with Customers

Make sure to itemize customer’s items before they leave to avoid any problems.

Ensure that the customer will receive the original copy of the Service Invoice and remind them to bring it when claiming their items.

At the end of the transaction, say “Thank You, Come Again” and as you show the customer out.

How to Handle Complaints

1. Ask the client with empathy but never commit a solution. Ask what happened? When it happened? Was it a walk in or picked up? When was it claimed

at shop? When was it discovered? Describe the item. Item’s description (brand, color, design, type of

clothes, etc.) and service availed. What exactly happened to the item?

How to Handle Complaints

Was it of substandard quality, loss of trimmings, missing, mixing, or damaged?

2. Record the said complaint in the Complaint Log sheet.

3. Ask to see the item to initiate thorough investigation. If you’re not available, we can schedule a pick up of

the said item. Then we will let you know what will be done to the item.

From then we’ll proceed and we’ll talk to you again.

How to Handle Complaints

4. Once the item is in the shop, the Cashier/Laundry Attendant will determine if theproblem is solvable or not.

Solvable cases strong scent of finishing spray sour odor yellowish color on clothes clothes are still dirty color ran on white items loss of trimmings/ ornaments

How to Handle Complaints

Solvable cases missing mixing small hole(s) small torn Faded

Unsolvable cases shrunk stretched burned

How to Handle Complaints

Unsolvable cases bleached big hole big torn missing/lost faded color ran on colored

How to Handle Complaints

If solvable: The Cashier/Laundry Attendant will instruct the

processing people to do the necessary action to the item.

After doing the necessary action, the Cashier/Laundry Attendant will determine if the client’s problem or he/she is satisfied with the solution. If yes, the complaint is successfully addressed. If not, continue the process of resolving the complaint.

The Cashier/Laundry Attendant will use the Fair Claims Value of the item using the Fair Claims Guide.

How to Handle Complaints

If not solvable: The Cashier/Laundry Attendant will use the Fair

Claims Value of the Item using the Fair Claims Guide.

5. Ask the client on how to process the payment: Cash – the company will pay the corresponding fair

claims value of the item Service Deduction – the company will deduct the

fair claims value of the item from future service transactions.