1. Scenario: Taking the role of a customer service assistant, demonstrate how you would respond to the customer's complaint in the workplace. Within this task, you will be assessed on your ability to:

• Communicate effectively with the customer
• Listen to the customer and recognize their issue(s)
• Ask relevant questions to further understand the issue
• Build a positive rapport with the customer
• Suggest relevant solutions for the presented issue.

Your discussion should be no longer than 15 minutes.

2. Continuing from Question 1, imagine that you have been asked to develop a report for senior management within the workplace to provide details of the customer complaint and how it was handled. Your report should include a description of:

The customer complaint and the main issue(s) presented

The customer's desired outcomes

Your approach to communicating with the customer

Solutions presented to solve the issue(s)

Any other relevant information.

Your report should be presented professionally. It should be produced using a word application. Do not exceed two pages