1. Prepare for the roleplay. This assessment task requires you to handle a customer complaint in the role of Customer Service and Events Manager for Aus. Biz Coaching. You will need to thoroughly review the following company documents before you commence this task to ensure you understand and can apply procedures that must be followed and how to respond to customer complaints. Complaint Acknowledgement Letter Template Complaint and Refund Policies and Procedures Complaint Outcome Letter Template Complaints Register Template Refund Policy