1. Determine adequate and appropriate compensation for service or product difficulty.

Where there is no suitable opportunity to interact with an actual customer, your assessor may create a simulated environment for you to demonstrate your skills.

This activity will need to be observed, and a signed record of this observation (completed by the assessor or third party) should be uploaded in your answer. It should detail what was done, when it was done, the time it was completed in, the completed actions and the overall outcome of the tasks.