MOD 1 -LEARNER'S GUIDE updated 23 July.docx

Table of Contents {#table-of-contents.TOCHeading} ================= **Chapter ONE** 1. **Environmental Services Industry in Singapore** Introduction to Environmental Services Industry in Singapore Skills Framework for Environmental Services Cleaning Works Types of Cleaning Ser...

Table of Contents {#table-of-contents.TOCHeading} ================= **Chapter ONE** 1. **Environmental Services Industry in Singapore** Introduction to Environmental Services Industry in Singapore Skills Framework for Environmental Services Cleaning Works Types of Cleaning Services Activity 1: What needs to be cleaned at Evergreen ElderCare Centre Cleaning Schedule: Daily Cleaning Schedule for Childcare Daily Cleaning Schedule for ElderCare Daily Cleaning Schedule for Student Care Daily Cleaning Schedule for HealthCare Activity 2: Evergreen ElderCare Centre Cleaning Schedule National Environmental Agency (NEA) Enhanced Clean Mark Accreditation Scheme Tripartite Cluster of Cleaners Reflection **CHAPTER TWO** 2. **Recognize the roles and responsibilities of a Centre Care Aide** Activity 1: Let's Discuss Job Role Details Reporting Structure for Centre Care Aide Cleaning Professionals and their job roles Possible Career Progression of Centre Care Aide Activity 2: My Role as a Centre Care Aide 3. **Provide Quality Services- Customer Management** Triggers in Service Environment Service Challenges Activity 1 Customer Expectations in the Cleaning Industry Effective Communication Skills Activity 2: Barriers to Listening Customer Service Skills Why is Customer Service Important? What is customer service? How to handle customer complaints Identify triggers in the service environment that may lead to potential service challenges Apply service recovery procedures to respond to service challenges Identify areas of improvement as per customer feedback Activity 3 Identify service challenges that require escalation **CHAPTER THREE** 4. **Workplace Safety & Health Policies & Procedures** Importance of Workplace Safety & Health Act Risks, hazards and unsafe acts in work environment Apply safe work practices and risk control procedures Explain workplace emergency response procedures +-----------------------------------+-----------------------------------+ | **Module 1** | **Becoming a Centre Care Aide** | +===================================+===================================+ | Learning Outcomes | By the end of this module, | | | learners will have | | | | | | acquired relevant knowledge and | | | skills to: | | | | | | - [Chapter 1: Introduction to | | | Cleaning Industry in | | | Singapore] | | | | | | | | | | | | - Identifying roles, | | | responsibilities and | | | development opportunities in | | | cleaning industry | | | | | | - Understand the various roles | | | and responsibilities within | | | the cleaning industry | | | | | | - Recognize opportunities for | | | professional growth and | | | development | | | | | | - Identify career paths and | | | progression opportunities | | | | | | - State role of National | | | Environmental Agency (NEA) | | | | | | - State role of Clean Mark | | | Accreditation Scheme | | | | | | - State role of Tripartite | | | Cluster of Cleaners | +-----------------------------------+-----------------------------------+ | | [Chapter 2: ] | | | | | | - [Recognize the roles and | | | responsibilities of a | | | ] | | | | | | [Centre Care Aide] | | | | | | - Identify the roles and | | | responsibilities of a Centre | | | Care Aide | | | | | | - Explain job roles of cleaning | | | professionals | | | | | | - Identify critical job | | | function of Centre Care Aide | | | | | | | | | | | | - [Providing Quality Services | | | -Customer | | | Management] | | | | | | | | | | | | - Identify common types of | | | triggers in service | | | environment that may lead to | | | potential service challenges | | | | | | - Identify types of service | | | challenges | | | | | | - Identify customer's needs and | | | expectations | | | | | | - State principles of effective | | | communication | | | | | | - Apply service recovery | | | procedures to respond to | | | service challenges | | | | | | - Carry out measures to address | | | urgent customer needs | | | | | | - Apply good customer service | | | skills and meeting customer's | | | expectations | | | | | | - Demonstrate effective | | | communication and | | | problem-solving techniques | | | | | | - Identify areas of improvement | | | as per customer feedback | | | | | | - Identify service challenges | | | that require escalation | +-----------------------------------+-----------------------------------+ | | [Chapter 3: Workplace Safety & | | | Health Policies | | | Implementation] | | | | | | - State importance of Workplace | | | Safety and Health policies | | | | | | - Identify common risks and | | | hazards involved in | | | environmental services | | | industry | | | | | | - Follow WSH practices to | | | prevent accidents or minimize | | | risks | | | | | | - Identify unsafe acts or | | | conditions present in the | | | work environment | | | | | | - Participate in workplace | | | safety and health management | | | activities | | | | | | - Follow workplace emergency | | | response procedures | +-----------------------------------+-----------------------------------+ **CHAPTER ONE** In this chapter, I will learn: About Environmental Services Industry in Singapore: 1. Role of National Environmental Agency (NEA) 1.1.3. Role of Tripartite Cluster of Cleaners +-----------------------------------------------------------------------+ | **1.Environmental Services Industry in Singapore** | | | | **Introduction** | | | | In Singapore, the Environmental Services Industry is made up of | | Cleaning, Waste Management and Pest-Management sub-sectors. | | | | Cleaning services in Singapore are provided to both public and | | private premises. | | | | Public premises include: | | | | - Residential | | | | - Public facilities | | | | - Recreation venues | | | | - Parks | | | | Private premises include: | | | | - Offices | | | | - Shopping malls | | | | - Factories | | | | - Industrial buildings | | | |  | | | |  | | | | - Jointly developed by SkillsFuture Singapore (SSG), Workforce | | Singapore (WSG) and National Environment Agency (NEA), together | | with employers, industry associations, education and training | | providers and unions | | | | **[Cleaning works]** | | | | 1. Office and Commercial | | | | 2. Food and Beverage | | | | 3. Conservancy (include cleaning of public areas under Town | | Councils) | | | | (Government of Singapore, 2024) | | | | **[Cleaning Services]** | | | | Cleaning services are categorized into general cleaning and | | specialized cleaning. | | | | **General Cleaning Services** **Specia | | lized Cleaning Services** | | ---------------------------------------------------------- -------- | | ------------------------------------- | | Public area cleaning services for residential buildings High-ris | | e cleaning service | | Shopping malls, factories, schools, industrial buildings Dishwash | | ing services | | Office cleaning services Cleanroo | | m cleaning services | | Carpark cleaning services One-off | | post-construction cleaning services | | Garbage disposal services | | Housekeeping services | | Conservancy services | | | | Source: Frost & Sullivan | | | | **Types of Cleaning Services** | | | | 1. **Residential Cleaning:** | | | | This involves cleaning and tidying up homes, apartments, and | | condominiums. Services may include regular house cleaning, deep | | cleaning, move-in/move-out cleaning, and more. | | | | A person vacuuming a hardwood floor Description automatically | | generated | | | | 2. **Commercial Cleaning:** | | | | Businesses often require cleaning services for their office spaces, | | retail outlets, and other commercial premises. | | | | Commercial cleaning companies cater to these needs by providing | | regular cleaning, floor maintenance, and specialized services. | | | |  | | | | 3. **Specialized Cleaning:** | | | | Some cleaning businesses focus on specialized areas such as carpet | | cleaning, upholstery cleaning, or window cleaning. | | | | Offering specialized services can set your business apart and attract | | specific clientele. | | | | 3.1 Event Cleaning: | | | | Event organizers often require cleaning services before, during, and | | after events. | | | | Event cleaning encompasses venue preparation, post-event cleanup, and | | ensuring a spotless environment. | | | | **3.2 Outdoor Cleaning:** | | | | Outdoor spaces like sidewalks, parking lots, and building exteriors | | also need regular cleaning. Pressure washing, graffiti removal, and | | litter cleanup fall under outdoor cleaning services. | | | |  | | | | 4. **Janitorial Services:** | | | | Janitorial services are essential for maintaining cleanliness in | | office buildings, schools, hospitals, and other public spaces. | | | | These services include daily cleaning, waste disposal, and restocking | | supplies. | | | | (Heysara Pte Ltd, 2023) | | | | **https://heysara.sg/how-to-start-a-cleaning-business-in-singapore/** | | | | **Activity 1: What needs to be cleaned at Evergreen Eldercare | | Centre** | | | |  | | | | Look at this picture of a meeting room in Evergreen Eldercare Centre. | | | | 1. In the following table, list 8 things that need to be cleaned. | | | | **Things to be cleaned** **How often** | | -------------------------- --------------- | | 1. | | 2. | | 3. | | 4. | | 5. | | 6. | | 7. | | 8. | | | | 2. How often do you think each thing should be cleaned? | | | | Tick (√ ) the correct box | | | | Every Day | | -- -------------------- | | As and when needed | | Every Week | | Every Month | | | | 3. What surfaces and equipment can you see in your workplace that | | you think need to be cleaned daily? | | | | **The Cleaning Schedule** | | | | Cleaning is part of a regular routine of the well-organized business. | | A cleaning schedule has a list of when everything needs to be cleaned | | and who is going to do it. Without a cleaning schedule, things might | | not get cleaned frequently enough. | | | | A cleaning schedule tells you: | | | | - **What** to clean | | | | - **How** to clean | | | | - **Who** to clean | | | | - **When** to clean | | | | (Commonwealth of Australia, 2012) | | | | **Importance of Cleaning** | | | | Discussion: Why is cleaning important? | | | | 1. Preventing the Spread of Diseases: Regular cleaning and | | disinfection eliminate harmful germs and viruses, reducing the | | risk of infections. | | | | 2. Improved Air Quality: Dust, mold, and pollutants can cause | | respiratory problems. Regular cleaning helps improve air quality. | | | | 3. Increased Productivity: A clean, organized workspace enhances | | motivation and reduces stress, leading to improved productivity. | | | | 4. Enhanced Safety: Regular maintenance prevents hazards and ensures | | a safe environment. | | | | 5. Boosted Mental Health: A clean space reduces stress, anxiety, and | | depression, promoting well-being. | | | | 6. Increased Property Value: Well-maintained environments add value | | to properties. | | | | 7. Improved Reputation: Clean spaces create positive impressions on | | customers and visitors. | | | | 8. Positive Atmosphere: A clean environment fosters order, | | cleanliness, and positivity. | | | | 9. Cost Savings: Preventing damage reduces repair costs and sick | | leave expenses. | | | | https://palmacedarcleaning.com.ng/10-reasons-why-you-need-a-clean-env | | ironment/ | | | | **Activity 2** | | | | Look at the picture below: | | | | png image from pngtree.com | | | | Questions: | | | | 1. What do you see in this picture? | | | | \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\ | | _\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ | | | | \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\ | | _\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ | | | | \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\ | | _\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ | | | | \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\ | | _\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ | | | | 2. What do you think are the areas that need to be cleaned? | | | | | | | | 3. How will you clean up this office? | | | | | | | | 4. Will you want to work in this office? Why? | | | | \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\ | | _\_\_\_\_\_\_\_\_\_\_\_\_\_ | | | | \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\ | | _\_\_\_\_\_\_\_\_\_\_\_\_\_ | | | | \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\ | | _\_\_\_\_\_\_\_\_\_\_\_\_\_ | | | | 5. Why do you think cleaning is important? | | | | \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\ | | _\_\_\_\_\_\_\_\_\_\_\_\_\_ | | | | \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\ | | _\_\_\_\_\_\_\_\_\_\_\_\_\_ | | | | \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\ | | _\_\_\_\_\_\_\_\_\_\_\_\_\_ | | | | \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\ | | _\_\_\_\_\_\_\_\_\_\_\_\_\_ | | | | **Daily Cleaning Schedule for Childcare** | | | | Keeping a clean and safe atmosphere is crucial for childcare | | cleaners. This cleaning routine is for childcare care centres:\ | | \ | | **Daily Tasks** | | | | +--------------------------------+--------------------------------+ | | | **Timing** | **Tasks** | | | +================================+================================+ | | | **Morning Cleaning Routine\ | - Assemble cleaning tools | | | | \ | and supplies. | | | | ** | | | | | | - Examine any particular | | | | | instructions or spots that | | | | | require more care | | | +--------------------------------+--------------------------------+ | | | | **Overall Cleaning:** | | | | | | | | | | - High-touch items like | | | | | light switches, doorknobs, | | | | | and toys to be | | | | | disinfected. | | | | | | | | | | - Potty training areas and | | | | | diaper change stations to | | | | | be cleaned and sanitized. | | | | | | | | | | - Dust tables, chairs, and | | | | | other pieces of furniture. | | | | | | | | | | - Mop and sweep the floors | | | | | in communal areas | | | | | (classrooms) and play | | | | | areas. | | | | | | | | | | - Empty trash bins. | | | +--------------------------------+--------------------------------+ | | | **Cleaning up after meals:** | - Feeding utensils, booster | | | | | seats, and high chairs | | | | | should be cleaned and | | | | | disinfected. | | | | | | | | | | - After meals and snacks, | | | | | wipe off the counters and | | | | | tables. | | | | | | | | | | - Empty and disinfect | | | | | garbage cans. | | | +--------------------------------+--------------------------------+ | | | **Afternoon Cleaning Routine** | **Bathrooms:** | | | | | | | | | | - Change tables, sinks, | | | | | faucets, and toilets | | | | | should all be cleaned and | | | | | sanitized | | | | | | | | | | - Refill hand towels, toilet | | | | | paper, and soap dispensers | | | | | | | | | | - Mop and sweep the floors | | | | | | | | | | - Empty and clean trash bins | | | | | | | | | | **Kitchen:** | | | | | | | | | | - Clean countertops, sinks | | | | | and appliances | | | | | | | | | | **Outside Spaces:** | | | | | | | | | | - To get rid of debris, | | | | | water off or sweep outdoor | | | | | play spaces. | | | | | | | | | | - Clean outdoor playthings | | | | | and accessories. | | | | | | | | | | - Clean and empty water play | | | | | areas and sandboxes. | | | | | | | | | | **Playground Upkeep:** | | | | | | | | | | - Play places and toys | | | | | should be cleaned and | | | | | arranged. | | | | | | | | | | - Clean up spills and messes | | | | | right away. | | | | | | | | | | - Toys that kids have | | | | | touched a lot or put in | | | | | their mouths should be | | | | | cleaned. | | | +--------------------------------+--------------------------------+ | | | **Day\'s End** | **Last Vacuum:** | | | | | | | | | | - Make one last inspection | | | | | to make sure everything is | | | | | safe and clean | | | | | | | | | | - Trash anything that\'s | | | | | left over and clean the | | | | | containers. | | | | | | | | | | - Make sure every cleaning | | | | | supply is kept in its | | | | | appropriate place. | | | | | | | | | | **Record-keeping:** | | | | | | | | | | - In the notebook, note any | | | | | maintenance concerns, | | | | | supply requirements, or | | | | | noteworthy observations | | | +--------------------------------+--------------------------------+ | | | | **Daily Cleaning Schedule of Cleaner for Eldercare Centre** | | | | The wellbeing of seniors in an eldercare home depends on maintaining | | a clean and hygienic atmosphere. For those who provide elder care, | | consider the following daily cleaning schedule: | | | | +--------------------------------+--------------------------------+ | | | **Timing** | **Tasks** | | | +================================+================================+ | | | **Morning Routine** | - Assemble cleaning tools | | | | | and supplies. | | | | | | | | | | - Examine any particular | | | | | instructions or spots that | | | | | require more care. | | | | | | | | | | **Common Areas:** | | | | | | | | | | - Wipe down all touchpoints, | | | | | including pull cords, | | | | | light switches, door | | | | | knobs, handrails, and | | | | | television remotes. | | | | | | | | | | - Wipe off kitchen surfaces | | | | | after every use. | | | | | | | | | | - Clean surfaces in common | | | | | areas that are touched | | | | | frequently, such as coffee | | | | | tables, dining tables, | | | | | reception desks, window | | | | | sills, and signing pens. | | | | | | | | | | - Mop or vacuum the floors | | | | | in common areas. | | | | | | | | | | **Rooms for Residents:** | | | | | | | | | | - Empty the garbage cans. | | | | | | | | | | - Make the bed. | | | | | | | | | | - Dust nightstands and | | | | | overbed tables. | | | | | | | | | | - Dust accumulates | | | | | | | | | | - Scrub non-carpeted floors | | | | | or vacuum carpets. | | | | | | | | | | - Check for wear and tear on | | | | | floor and door mats to | | | | | help reduce trips and | | | | | falls. | | | +--------------------------------+--------------------------------+ | | |. | **Common Areas:** | | | | | | | | | **Midday Routine:** | - Restock and inspect | | | | | cleaning supplies (paper | | | | | towels, soap, etc.). | | | | | | | | | | - Spot-clean any stains or | | | | | spills. | | | | | | | | | | - Before filling, empty the | | | | | dishwasher. | | | | | | | | | | - Check resident rooms to | | | | | see if anyone needs help | | | | | with personal hygiene | | | | | (e.g., cleaning, replacing | | | | | bed linens). | | | | | | | | | | - Attend to any | | | | | resident-specific cleaning | | | | | needs. | | | +--------------------------------+--------------------------------+ | | | **Afternoon Schedule:** | **Common Locations** | | | | | | | | | | - Furniture to be polished | | | | | and dusted. | | | | | | | | | | - Mirrors and windows should | | | | | be spotless. | | | | | | | | | | - Sort reading materials and | | | | | shared things. | | | | | | | | | | - Help residents organize | | | | | their personal stuff in | | | | | their rooms. | | | | | | | | | | - Make sure the privacy | | | | | curtains are tidy and | | | | | working. | | | | | | | | | | **Washroom:** | | | | | | | | | | - Change tables, sinks, | | | | | faucets, and toilets | | | | | should all be cleaned | | | | | | | | | | and sanitized. | | | | | | | | | | - Refill hand towels, toilet | | | | | paper, and soap | | | | | dispensers. | | | | | | | | | | - Mop and sweep the floors. | | | | | | | | | | - Empty and clean trash bins | | | +--------------------------------+--------------------------------+ | | | **Evening Schedule** | **Common Locations** | | | | | | | | | | - Mop or vacuum the floors. | | | | | | | | | | - Empty the garbage cans. | | | | | | | | | | - Sanitize high-touch | | | | | surfaces. | | | | | | | | | | - In resident rooms, lower | | | | | the beds. | | | | | | | | | | - Make sure nightstand | | | | | necessities are easily | | | | | accessible and supply | | | | | fresh water. | | | +--------------------------------+--------------------------------+ | | | | **Daily Cleaning Schedule for Student Care** | | | | +--------------------------------+--------------------------------+ | | | **Timing** | **Tasks** | | | +================================+================================+ | | | **Morning Routine** | - Assemble cleaning tools | | | | | and supplies. | | | | | | | | | | - Examine any particular | | | | | instructions or spots that | | | | | require more care. | | | | | | | | | | | | | | | | | | | | - Clean light switches and | | | | | door handles. | | | | | | | | | | - Sanitize and clean the | | | | | restrooms. | | | | | | | | | | - Clean all surfaces, | | | | | including tables and | | | | | chairs. | | | | | | | | | | - Mop and sweep the floor. | | | | | | | | | | - Empty trash cans | | | +--------------------------------+--------------------------------+ | | | **During the Whole Day:** | - Regularly sanitize | | | | | high-touch areas | | | | | | | | | | - Spot clean spills right | | | | | away and disinfect them. | | | | | | | | | | - Make sure paper towels and | | | | | soap are available in the | | | | | restrooms. | | | +--------------------------------+--------------------------------+ | | | **In the afternoon:** | - After meals, sterilize and | | | | | clean the kitchen and | | | | | dining spaces. | | | | | | | | | | - Play places and toys | | | | | should be cleaned and | | | | | sanitized. | | | | | | | | | | - Clean the mouse and | | | | | keyboard on computers. | | | | | | | | | | - Clean glass surfaces and | | | | | windows | | | +--------------------------------+--------------------------------+ | | | **Evening:** | - Give bathrooms a thorough | | | | | cleaning. | | | | | | | | | | - Vacuum rugs and carpets | | | | | | | | | | - Disinfect kitchen area | | | | | | | | | | - Assemble and arrange tidy | | | | | nap mats or bedding. | | | | | | | | | | - Fill up cleaning goods for | | | | | the following day. | | | +--------------------------------+--------------------------------+ | | | | **Daily Cleaning Schedule for Health Care** | | | | Healthcare cleaners can maintain a clean and hygienic atmosphere to | | support the well-being of patients, staff, and visitors according to | | this daily cleaning plan. | | | | +--------------------------------+--------------------------------+ | | | **Timing** | **Tasks** | | | +================================+================================+ | | | Morning Shift | - Assemble the tools and | | | | | supplies needed for | | | | Prior to the shift | cleaning. | | | | | | | | | | - Examine any particular | | | | | guidelines or trouble | | | | | spots. | | | | | | | | | | **First Rounds:\ | | | | | ** | | | | | | | | | | - High-touch surfaces in | | | | | waiting rooms, hallways, | | | | | and public areas should be | | | | | cleaned. | | | | | | | | | | - Examine and replenish soap | | | | | and hand sanitizer | | | | | dispensers. | | | | | | | | | | - In public spaces, empty | | | | | the trash cans. | | | | | | | | | | **Rooms for Patients:\ | | | | | ** | | | | | | | | | | - Medical equipment, beds, | | | | | and bedside tables to be | | | | | cleaned and sanitized in | | | | | patient rooms. | | | | | | | | | | - Doorknobs, light switches, | | | | | and countertops all to be | | | | | cleaned. | | | | | | | | | | - Refill toiletries and | | | | | paper goods as needed. | | | | | | | | | | **Bathrooms:\ | | | | | ** | | | | | | | | | | - Toilets, basins, faucets, | | | | | and mirrors all to be | | | | | cleaned and sanitized in | | | | | restrooms. | | | | | | | | | | - Refill hand towels, toilet | | | | | paper, and soap | | | | | dispensers. | | | | | | | | | | - Tidy up and sanitize trash | | | | | cans. | | | +--------------------------------+--------------------------------+ | | | **Midday Upkeep** | - When necessary, perform | | | | | spot cleaning in | | | | | high-traffic areas. | | | | | | | | | | - Respond quickly to any | | | | | spills or mishaps. | | | | | | | | | | - Keep an eye on and restock | | | | | cleaning materials | | | +--------------------------------+--------------------------------+ | | | **Shift in the afternoon:\ | - Touch-up clean communal | | | | \ | spaces, restrooms, and | | | | ** | patient rooms | | | | | | | | | | - Examine and tidy the | | | | | kitchen and break room, | | | | | paying special attention | | | | | to the sinks, counters, | | | | | and appliances | | | | | | | | | | - Empty all trash cans | | | | | | | | | | **Last Rounds:** | | | | | | | | | | - To guarantee everything is | | | | | tidy and clean, do a last | | | | | sweep over the entire | | | | | space | | | | | | | | | | - Attend to any last-minute | | | | | cleaning needs or unique | | | | | requirements | | | | | | | | | | - Get supplies and cleaning | | | | | equipment ready for the | | | | | following shift | | | | | | | | | | **Record-keeping**: | | | | | | | | | | - In the notebook, note any | | | | | maintenance concerns, | | | | | supply requirements, or | | | | | noteworthy observations | | | | | | | | | | - Talk about any updates or | | | | | relevant information with | | | | | the next shift | | | +--------------------------------+--------------------------------+ | | | **Sustained Upkeep:\ | - Keep all cleaning supplies | | | | ** | and equipment safe | | | | | | | | | **Shift End:** | - Make sure every space is | | | | | securely locked | | | | | | | | | | - Finish any checklists or | | | | | procedures for the | | | | | conclusion of the shift | | | +--------------------------------+--------------------------------+ | +-----------------------------------------------------------------------+ **Activity 3: Evergreen ElderCare Centre Toilet Cleaning Schedule** +-----------------+-----------------+-----------------+-----------------+ |  | ElderCare | | | | | Centre** | | | | | | | | | | **Toilet | | | | | Cleaning | | | | | Schedule** | | | +=================+=================+=================+=================+ | Area/Item | Method | Frequency | Who | +-----------------+-----------------+-----------------+-----------------+ | Hand basins, | Clean with | Daily and when | Cleaner Joe | | taps, counter | detergent and | soiled | | | tops, soap | warm water | | | | dispensers | | | | +-----------------+-----------------+-----------------+-----------------+ | Toilet bowls | Use toilet | Daily and when | Cleaner Joe | | | cleaner | soiled | | +-----------------+-----------------+-----------------+-----------------+ | Both sides of | Clean with | Daily and when | Cleaner Joe | | toilet seats | detergent and | soiled | | | | warm water | | | +-----------------+-----------------+-----------------+-----------------+ | Toilet flush | Clean with | Daily as and | Cleaner Joe | | handles, door | detergent and | when soiled | | | knobs | warm water | | | +-----------------+-----------------+-----------------+-----------------+ | Replenish | | When low/ | Cleaner Joe | | toilet rolls, | | depleted | | | hand towels and | | | | | hand soap | | | | +-----------------+-----------------+-----------------+-----------------+ **Activity 4: Let's Discuss** **Instructions:** Work in pairs. **Look at the toilet cleaning schedule** Share with your partner what you have to clean and the order you will clean in. A cartoon of a child with a question mark Description automatically generated **National Environmental Agency (NEA)** - To ensure a clean and sustainable environment together with their partners and the community. - To maintain high standards of public health - To Improve and sustain a clean environment - To encourage sustainability and resource efficiency - To offer accurate and reliable meteorological services - To encourage a vibrant hawker culture  **NEA Enhanced Clean Mark Accreditation Scheme** - Launched in 2010 - Jointly developed by National Environmental Agency, Ministry Of Manpower, Workforce Development Agency and NTUC e2i, in consultation with industry representatives and unions - Recognizes companies that produce high quality standards through training of workers, using equipment to improve work processes and implementing fair employment policies - Enhanced in 2012 to raise the overall standards and professionalism of industry using better employment practices and productivity initiatives  Why apply for Enhanced Clean Mark Accreditation? - **Cleaners** benefit from better employment terms and conditions, wage progression and better skills and training - **Cleaning companies** benefit from increased business opportunities, increased recognition in the profession and increased value of contracts - **Service Buyers and Public** benefit from access to more reputable and effective service providers who are dedicated to raising the standards for both cleaning standards and service quality. **Tripartite Cluster for Cleaners (TCC)** - The group that makes recommendations on progressive wages for cleaners. It is made up of members from the government, employee trade unions, and businesses. - Recommendations were made for the cleaning business in three sub-sectors: the sectors of conservancy, food and beverage establishments, and office and commercial buildings. The recommendations seek to increase cleaners\' pay gradually through skill development, organized career progression, and increased industrial productivity through the use of technology. - In 2012, a \"Progressive Wage Model\" was proposed to increase cleaners\' compensation in accordance with training and increases in productivity. - The TCC suggests that the entry-level basic salary for cleaning positions in commercial buildings, offices, and the food and beverage industry be \$1,000, and for jobs in conservation, it should be \$1,200. Each ladder has additional wage points in addition to the entry-level wage point, giving cleaners a means to advance to higher salaries as they get more experience, become more productive, or assume more responsibility. A person wearing green gloves and holding a mop Description automatically generated **Your Reflection on Things Learnt in Chapter One** ------------------------------------------------------------------------------------- In the space below, write down ***three or more new things you have learnt*** In the space below, write down ***two or more things you still do not understand*** In the space below, write down ***one or more things you like to find out more*** In the space below, write down ***one or more things you can apply at work*** **CHAPTER TWO** 1. **Recognize the roles and responsibilities of a Centre Care Aide** **Activity 1: Let's Discuss** **Instructions:** Look at the pictures and tell your classmates what each of the Centre Care Aides are doing: [My role as a Centre Care Aide]: Responsible for performing cleaning duties as directed. Some of the tasks include: - **Prepare the appropriate tools and equipment for cleaning** - **Perform cleaning in the premises as directed** - **Ensure tools and equipment are replenished, reinstated and maintained**   A person in a green shirt and pink gloves cleaning a bathroom Description automatically generated  **Job Role Details** The Centre Care Aide is responsible for executing operational cleaning tasks as directed. He/She may be assigned to various sites, encompassing both indoor and outdoor public spaces. His/her duties include cleaning sewers, drop-inlet chambers, bin center areas, restrooms, vehicles, furniture, fixtures, and both horizontal and vertical surfaces, as well as used dishes and utensils. In addition to managing and disposing of waste, they are also tasked with replenishing cleaning materials and equipment, addressing operational issues, and reporting them to the appropriate authorities while on duty. The ideal candidate is vigilant, service-driven, and physically fit. **Tasks and Job Description** +-----------------------+-----------------------+-----------------------+ | **S/N** | **Critical Work** | **Key Tasks** | | | | | | | **Functions** | | +=======================+=======================+=======================+ | 1 | Provide Cleaning | - Clean the | | | Services | premises as | | | | instructed | | | | | | | | - Make sure safety | | | | precautions are | | | | followed during | | | | operation | | | | | | | | - Update the job | | | | entry and log | | | | card record | +-----------------------+-----------------------+-----------------------+ | 2 | Handle tools and | - Assemble the | | | equipment | necessary | | | | cleaning | | | | instruments and | | | | supplies. | | | | | | | | - Verify that the | | | | necessary tools | | | | and equipment are | | | | sufficient and | | | | operational. | | | | | | | | - Ascertain that | | | | supplies and | | | | machinery are | | | | restocked, | | | | reinstalled, and | | | | serviced. | +-----------------------+-----------------------+-----------------------+ | 3 | Handle incidents | - React quickly to | | | | emergencies and | | | | incidents | | | | | | | | - Notify the proper | | | | person of any | | | | irregularities. | +-----------------------+-----------------------+-----------------------+ **Reporting Structure for Centre Care Aide** **Cleaning** **Professionals and Their Job Roles** **[Operations Executive]** The Operations Executive: - Is in charge of recruitment of cleaner/supervisor; - Discipline of cleaner/supervisor; - Termination of cleaner/supervisor; - Formulation of project /site manpower deployment/arrangement; - Liasing with customer or it\'s representative; - Logistic support; **[Supervisor]** The Supervisor: - Manages the completion of tasks and the output of other employees - Manages the completion of tasks and the output of other employees - Leads a team of employees and be in charge of planning and deploying manpower as well as operations. **[Team Leader]** The Team Leader: - A person who, in the absence of a site supervisor, supervises the work that other cleaners do. - Is not involved in the planning, reviewing, or evaluation of the deployment of personnel or in evaluating the performance of the cleaners. - As part of their primary and regular job responsibilities, a Team Leader may be assigned to any of the PWM job roles. - Additional duty of supervising the completion of work **Possible Career Progression of Centre Care Aide**  **3.1 Providing Quality Services -- Customer Management** **Triggers in Service Environment** Identifying triggers in the service environment is crucial for preventing potential service challenges. Here are some common triggers to watch out for: - Poor Attitude of Staff: Negative interactions with staff can impact customer satisfaction and overall service quality. - Long Waiting Times / Queues: Delays frustrate customers and affect their perception of service efficiency. - Unresolved Issues or Problems: Ignored complaints or unresolved issues can escalate into larger challenges. - Poor Product or Service Quality: Subpar quality disappoints customers and erodes trust. Proactive recognition of triggers allows organizations to address them effectively and enhance service delivery **Types of Service Challenges** The cleaning industry faces several customer service challenges that can impact client satisfaction and business success. Let's explore some of these challenges: - Long Waiting Times: Delays in response or service can frustrate customers and affect their overall experience. - Inaccessible Customer Data: Difficulty accessing relevant information about clients can hinder effective communication and personalized service. - Incorrect Billing: Billing errors or discrepancies can lead to dissatisfaction and strained client relationships. - Poor Post-Cleaning Services: Inadequate follow-up after cleaning can leave clients dissatisfied and reluctant to continue using the service. Addressing these challenges through effective communication, streamlined processes, and personalized attention is crucial for maintaining client loyalty in the cleaning industry **Identify Customer's Needs and Expectations** a. Consistent High-Quality Service: - Customers expect reliable, exceptional cleaning results. Staff to follow standardized procedures and maintain a high standard of service. b. Value-Added Services: - Stand out by offering additional services beyond basic cleaning. Consider eco-friendly options, specialized cleaning, or upholstery services. c. Responsive Communication: - Timely responses to inquiries, concerns, and feedback are crucial for customer satisfaction1. d. Understanding Specific Needs: - Tailor services to meet and exceed individual client expectations. A client-centric approach positively impacts customer satisfaction. **Effective Communication Skills** What is communication? Sending and receiving messages through words or speech (verbal communication) or body language (non-verbal communication) constitutes communication. Many people believe that communication is one-sided; once you send something, it\'s done. But in order for communication to take place, the recipient needs to provide \"feedback,\" or a message indicating that they have received and comprehended the message. You can\'t be certain someone is understanding the message if you don\'t get feedback. **What is Effective Communication?** Effective communication requires careful consideration of the following points: - Each message should have a clear purpose -- identify the main point you want your audience to grasp. - Ensure your message is straightforward and expressed in simple language. **Effective communication in the cleaning industry:** Adapt Language and Tone: Tailor your language and tone to suit the situation. Be professional, friendly, and clear. Regular Interaction: As a staff member, you'll communicate with clients, suppliers, and colleagues. People-Centric: Cleaning is often considered a "people business." Clear Messaging: The goal of communication is to convey your message clearly and simply Communication is made up of both verbal and non-verbal communication: a. Verbal Communication: This involves spoken language and includes questioning, listening, and answering. Verbal communication allows us to convey information, express thoughts, and engage in dialogue. It's the words we use to communicate with others. **Listening Skills** Listening is one of the most vital skills you can have. It significantly influences the quality of your personal relationships and your performance at work. - We listen to learn. - We listen to understand. - We listen to be entertained. - We listen to gain knowledge. The majority of people struggle with listening. Most people are talkers rather than listeners. According to studies, we only retain 25% to 50% of what we hear. A black and white image of a human ear Description automatically generated The majority of us need to work on becoming more ACTIVE listeners. Active listening consists of five essential components.  **1. Be Mindful** Pay close attention to the speaker\'s words and acknowledge them. Remember, nonverbal signals can also \"speak\" volumes. - Maintain eye contact with the speaker. - Stay focused on the conversation. - Observe the speaker\'s body language. **2. Show That You\'re Listening** - Use your gestures and body language to convey attentiveness. - Nod, smile, and use other facial expressions periodically. - Ensure your posture is open and inviting. Refrain from crossing your arms and legs. Make sure you are facing the speaker with both feet and body. - Use brief verbal affirmations like \"yes\" and \"uh-huh\" to encourage the speaker to continue. **3. Provide Feedback** Our own biases, assumptions, judgments, and beliefs can distort what we hear. As a listener, it is your duty to understand the message being conveyed. - Reflect on what has been said and ask questions if necessary. - Paraphrasing to mirror the speaker\'s words is effective. Phrases like \"Sounds like you\'re saying\" and \"What I\'m hearing is\" are good reflection techniques. **4. Avoid Interrupting the Speaker** Interrupting is counterproductive. It frustrates the speaker and hinders the audience\'s understanding. - Allow the speaker to finish. - Do not interrupt with counterarguments. **5. Respond Appropriately** Active listening demonstrates respect and comprehension. You gain knowledge and perspective. Undermining the speaker in any way does not contribute positively. - Respond honestly, openly, and without bias. - Explain your position kindly and with respect. **Activity 1: Barriers to Listening** A string of wire on a transparent background Description automatically generated Achieving success in the cleaning industry hinges on effective communication. However, various listening barriers can complicate this process. **Instructions:** In groups, discuss and brainstorm ways to overcome barriers to communication. 1. Language differences: \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ 2. Environmental Noise: \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ 3. Personal Biases \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ 4. Stress or personal issues \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ Asking effective questions is essential for communication. Here's a breakdown: - Closed Questions: These typically yield short, factual answers. Examples include: "Are you thirsty?" (Answer: "Yes" or "No") "Where do you live?" (Answer: Town name or address) - Open Questions: These encourage more detailed responses and promote conversation. Examples include: "What do you think about this topic?" "Tell me about your experience with..." "How did you feel when..." Remember that the type of question you ask influences the quality of information you receive. Open questions are great for understanding others and building stronger relationships. a. **Non-Verbal Communication:** Nonverbal communication include not just spoken words but also nonverbal cues including body language, gestures, and facial expressions. Cultural and environmental factors can also play a role in nonverbal communication. - Non-verbal communication encompasses various cues beyond words. Here are some key aspects: - Facial Expressions: Our faces convey emotions, attitudes, and reactions. A smile, a raised eyebrow, or a frown can communicate volumes without saying a word. - Eye Contact: The way we look at someone (or avoid eye contact) communicates interest, trust, or discomfort. Eye contact can signal active listening or assertiveness. - Gestures: Hand movements, nods, and other gestures add meaning to our words. For example, pointing, waving, or crossing arms can convey different messages. - Posture: How we stand or sit reflects our confidence, openness, or defensiveness. An upright posture may indicate attentiveness, while slouching might suggest disinterest. - Proximity: The physical distance between people during communication matters. Being too close or too far can affect comfort levels and intimacy. - Tone of Voice: Beyond the words spoken, our tone (pitch, volume, and intonation) conveys emotions. A friendly tone differs from an authoritative one. - Touch: Physical touch, such as a handshake, hug, or pat on the back, communicates warmth, empathy, or boundaries. **Body Language** Nonverbal cues, often called \"body language,\" are the subtle signals that can alter our understanding of someone\'s words. - Being able to read body language helps us to interpret what others may be thinking. - Observing how individuals react to our words can reveal much about their thoughts. For example, do they seem pleased? Do you think they grasp what you\'re saying? Do you feel they are accepting or rejecting your words? Here are some common body language indicators: - Sighing might suggest disagreement; - Drooping shoulders may show sadness; - Crossed arms or scanning the room might suggest they are not interested - Fingers drumming on a desk or table could indicate boredom or dissatisfaction; - When someone smiles and nods, it indicates they are content and agree with you. Personal Space: - Personal space refers to the area around an individual that they consider their own. It varies from person to person and culture to culture. - When someone stands too close to us, we may feel uncomfortable because they are invading our personal space. - Crowded elevators can also make us uncomfortable due to the lack of personal space. Touch - Touch is a form of communication, especially among children. However, adults typically reserve touch for close relationships. - Many cultures consider touching another person without permission as rude or inappropriate. - In Singapore workplace law, unwanted touching can be considered sexual harassment, which is illegal. - Most customers feel uncomfortable if touched without consent. Standing Side-by-Side: - When we stand side-by-side with someone, it often signals agreement and cooperation. - It implies a willingness to work together or assist each other. Standing in Front: - Standing in front of someone can indicate a serious discussion or a leadership role. - It suggests that the speaker is taking charge or addressing an important matter. Invading Personal Space: - Standing too close to someone can be uncomfortable and may indicate conflict or tension. - Invading personal space can signal dissatisfaction or disagreement Eye Movements: - Regular Eye Contact: Maintaining regular eye contact indicates interest and engagement. - Very Long Eye Contact: Prolonged eye contact can signal intimacy or attraction, so it's best to avoid it in professional settings. - Looking Away: Extended periods of looking away may indicate disinterest or distraction. Gestures: - Pointing: Pointing reinforces directions or emphasizes a specific location. - Throwing Up Hands in Alarm: This gesture conveys strong emotions or surprise. Head and Body Movements: - Moving the head or other body parts can emphasize spoken words. - Mirroring Stance: When two people share a topic, mirroring each other's stance indicates agreement or rapport. **Identify Service Challenge Triggers** **[Activity 2]** Scenario: a. Property Damage: While cleaning, a staff member accidentally damages an electrical device owned by a client. **Instructions:** Role-Play Divide into groups. Each group member takes a role (e.g., cleaning staff, supervisor, client) and act out the scenario using verbal and non-verbal communication. **Questions** 1. What do you think triggered the service challenge? 2. How do you think it could have been prevented? 3. What triggered the service challenge and how do you think it could have been prevented? Scenario b. Customer Complaints: A regular customer has voiced their dissatisfaction with the cleaning standards, claiming a noticeable drop in quality during recent visits. Instructions: Divide into groups. Each group member takes a role (e.g., cleaning staff, supervisor, client) and act out the scenario using verbal and non-verbal communication **Questions** 1. What do you think triggered the service challenge? \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ 2. How do you think it could have been prevented? \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ 3. What triggered the service challenge and how do you think it could have been prevented? \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ **Scenario** c. Safety incidents: A cleaner spills potentially hazardous materials because he/she didn\'t follow safety procedures. **Instructions:** Divide into groups. Each group member takes a role (e.g., cleaning staff, supervisor, client) and act out the scenario using verbal and non-verbal communication **Questions** 1. What do you think triggered the service challenge? 2. How do you think it could have been prevented? 3. What triggered the service challenge and how do you think it could have been prevented? \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ **Principles of Effective Communication** Here are the key principles of effective communication: - Clarity & Conciseness: To prevent misunderstandings and confusion, messages should be concise and clear. - Non-Verbal Cues: Body language, facial expressions, and tone of voice can convey a lot of information and should match the spoken words. - Active Listening: Interacting with the speaker, asking questions, and offering feedback are crucial for mutual understanding. - Empathy: Being aware of the thoughts and feelings of others can significantly improve communication. - Feedback: Giving and receiving feedback facilitates better understanding and communication in the future. - Adaptability: It\'s critical to modify one\'s communication style to suit the audience and the situation **Customer Service** Depending on the type of facility you work in, your interactions may involve: - Workmates/colleagues - Building occupants - General public visiting the facility/building - Building management - Other contractors working at your facility - Government or other organizations This list highlights the diverse range of people we are likely to engage with during our work. It's essential to conduct all communications with customers and colleagues in an open, polite, professional, and friendly manner. **Why is Customer Service Important?** Customers are the lifeblood of your company. Without satisfied customers, we wouldn't have a business. By consistently providing excellent service, we encourage repeat business and customer loyalty. Consider this: - Delighted customers, on average, share their positive experiences with three others. Conversely, unhappy customers tend to tell eleven people about their negative experiences. This demonstrates that bad news spreads faster than good news. Remember: A customer is the most crucial visitor on our premises. We depend on them, not the other way around. And while a clean toilet might go unnoticed, a dirty one leaves a lasting impression. **What is Customer Service?** Customer service encompasses several key aspects: - Attention to Detail: Providing excellent service means excelling in the small things. - Golden Rule: Treat others as you'd like to be treated. - Proactive Attitude: Demonstrating care and capability. - Exceeding Expectations: Going beyond the ordinary. - Consistent Excellence: Being our best with every customer. - Surpassing Limits: Surprising ourselves with our abilities. - Politeness and Respect: Displaying good manners **Customer service in the context of cleaning:** Anticipating Issues: - Be vigilant and identify potential problems before they escalate. For instance, promptly address overflowing waste bins or restrooms running out of supplies. Assisting Visitors: - When visitors ask for directions (e.g., restroom location, ATM, lunch options, or business locations), provide prompt and accurate assistance. If unsure, guide them to a building directory or customer service counter. Professional Conduct: - Maintain a professional demeanor regardless of whether customers are present. Walk, talk, and act like a professional at all times. Job Understanding: - Fully grasp your job description and duties. Understand your cleaning schedule and collaborate effectively with co-workers to enhance service quality. Effective Communication: - Communicate clearly, concisely, and confidentially with others. Product and Facility Knowledge: - Familiarize yourself with facility details or know where to find relevant information **Creating positive first impressions when greeting clients:** Grooming: - Maintain a neat and tidy appearance, ideally exceeding uniform expectations. Body Language: - Be attentive when approaching customers. Make eye contact, stand confidently, and smile. Warm Greeting: - Use phrases like "good morning, sir" to welcome customers and inquire how you can assist them. Acknowledging Busy Times: - If occupied, still acknowledge the customer with eye contact and say, "I'll be with you in a moment." Engage: - Show interest by repeating their requests and asking about their day. To look confident, observe the following traits: Posture: Stand tall with shoulders back. Eye Contact: Maintain solid eye contact with a friendly expression. Gestures: Purposeful and deliberate movements with hands and arms. Speech: Speak slowly and clearly. Tone of Voice: Keep it moderate to low. **How to handle customer complaints** **1. Address client requests promptly and with courtesy.** Customer service is the act of meeting the needs of your colleagues and clients. It involves answering client queries in a polite, timely, and friendly manner. Your attitude is reflected in what you say and, perhaps more importantly, how you say it. Aim for a consistently positive, \"can-do\" attitude at work. Demonstrate this by: \- Maintaining appropriate eye contact; \- Using polite phrases like \"thank you\" and \"you\'re welcome\"; \- Showing positive body language, such as walking briskly and standing tall; \- Understanding customer needs through active listening. The essence of excellent customer service, particularly in housekeeping or cleaning roles, is conveying to guests your enjoyment of the job and view their requests not as nuisances, but as opportunities to excel. **2. Responding courteously to grievances is essential.** It\'s crucial to address any complaints with courtesy and efficiency. Accepting accountability is key; as you listen attentively to a complaint, you should ask follow-up questions as needed and confirm the details to ensure accuracy. By assuring the customer that you will make every effort to resolve the issue, you demonstrate accountability for the resolution. Prompt and responsive customer service will leave a lasting impression on customers. **3. Determining the specifics and substance of the complaint is vital.** The first step is to understand the complaint, which will usually highlight the problem. However, there are times when a customer may withhold important information that could intensify the complaint. Occasionally, the client might withhold crucial details from you that could mitigate the severity of the complaint. To learn every element of the customer\'s complaint, it is crucial to have a conversation with them and ask questions. You should try to get a variety of details from the client during your conversation; the more precise and in-depth the information, the better. You ought to direct them to your supervisor if you are unable to assist them. You should assume responsibility in this situation unless your management instructs you otherwise. Seeking consensus on what can or should be done to address the issue is the next stage. **4. Act now** - this is typically what the customer requests! **5. Reporting** - It is within your responsibilities to notify a higher authority of any complaints when required. **6. Follow-up** - A team meeting, either formal or informal, may be convened to address a complaint. In cases of severe complaints, company management might organize a meeting with the client to resolve the issue. Building Service of Contractors Association of Australia Ltd The Daniels Associates of Australasia RTO \#30957 trading as The Hospitality Institute of Australasia **Service recovery procedures to respond to service challenges** **What is Service Recovery?** After delivering a product or service, a company or organization may employ \"service recovery\" procedures and processes to address and resolve customer difficulties or complaints. The objective of service recovery, even when the customer experience has been adversely affected, is to regain the customers\' trust, loyalty, and satisfaction. Service failure encompasses any aspect of a service or experience that does not meet customer expectations, such as product defects, inadequate customer service, delays, and tardy deliveries. The aim of service rec