Strengthen industry self-discipline and provide quality laundry services
Release Time:
2012-02-29 16:13
Source:
China Commercial Federation Laundry and Dyeing Professional Committee
Recently, multiple media outlets have consecutively exposed operational issues in some laundries, attracting widespread attention both inside and outside the industry. In response, the China Commercial Federation Laundry and Dyeing Professional Committee has taken necessary measures to clarify some of the less objective content. However, this incident has indeed revealed problems in some laundries, such as disorganized clothing storage, poor hygiene, inadequate equipment maintenance, non-standard operating procedures, failure to communicate promptly with consumers when issues arise, and casual behavior of some employees. These are issues that laundry operators must take seriously and urgently improve. Therefore, the China Commercial Federation Laundry and Dyeing Professional Committee hopes that all laundry enterprises will strictly self-inspect and rectify, strengthen self-discipline, enhance service awareness, and improve service quality to provide high-quality services to consumers.
1. Earnestly Implement National Laws and Standards
Earnestly implement national laws and standards for the laundry industry such as the "Laundry Industry Management Measures," "Laundry Service Operation Specifications," and "Laundry Service Quality Requirements," as well as relevant local regulations. Based on these standards, establish enterprise service norms, operating procedures, and quality standards, clearly display them, and strictly enforce them.
2. Create a Good Laundry Environment
1. The overall laundry business premises should be bright and tidy. Processing service areas should comply with national laws and standards regarding safety, hygiene, environmental protection, water conservation, and energy saving.
2. Functional areas for clothing receipt/delivery, storage, and processing should be complete and orderly divided; dirty and clean clothes should be stored separately; the clothing receipt/delivery areas should be separated and clearly marked.
3. The operation area should be reasonably designed, clean and tidy, and easy to operate. Washing and stain removal equipment should be regularly maintained, kept clean in appearance, and in good working condition.
4. The use of washing equipment must comply with national requirements. The use of "three-no" detergents (laundry soap, powder) and dry cleaning solvents that do not meet national regulations is strictly prohibited.
3. Further Improve Service Quality
Laundry enterprises should follow the relevant service reception requirements in the "Laundry Service Operation Specifications" and focus on the following work.
1. Dress neatly, be dignified and courteous, enthusiastic and polite, with a humble attitude; greet customers politely when they enter and leave the store.
2. Carefully listen to consumers' specific requirements and provide truthful information about the services. Respond truthfully and clearly to any questions or issues raised by consumers.
3. Carefully verify the fabric, color, style, specifications, quantity, and other conditions of the clothing; remind consumers to remove any items left inside the clothes; check and confirm that clothing accessories and decorations are complete. Remind and assist consumers to remove and safely keep fragile, easily corroded, or valuable accessories or attachments.
4. Carefully check the care labels on the clothing and, based on professional knowledge, use the correct washing and finishing methods.
5. Clearly inform consumers of any damages, deformation, discoloration, stains, or other defects on the clothing. Explain the degree of wear, cleanliness, fabric quality, and post-laundry effects to consumers. Inform consumers about stains that are difficult to wash or remove, mark them, and ask consumers to confirm and sign.
6. Laundry receipts should include: clothing name, quantity, color, defect status, processing service content, price, clothing receipt/delivery dates, post-processing effects, customer notices, contact phone number, and consumer confirmation signature.
7. Adhere to professional ethics, be honest, and treat customers' clothes well. Whether clothes are waiting to be cleaned or finished, they should be carefully stored and not casually placed. If problems occur during washing, explain to the consumer and negotiate a solution.
8. Strengthen training and management of employees, enhance supervision, and eliminate irregular laundry service behaviors.
4. Be a Good Advisor to Consumers
Sales staff should briefly introduce laundry knowledge to consumers based on the fabric, structure, and decorations of the clothing, combined with care labels, correctly guide consumers, and assist them in choosing suitable washing methods to achieve the best service results. For high-end clothing (luxury goods), bargaining and value-preserving washing are encouraged.
Strengthen effective communication with consumers and establish a good corporate image. Sincerely accept inspections and supervision from industry insiders and outsiders.
February 23, 2012
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