Equipment needed: A real or simulated workplace environment Workplace equipment (how to use the equipment must be explained, if unfamiliar to the learner) Workplace policies and procedures. 1. As a real or simulated workplace activity as directed by the assessor, you must handle and respond to a customer enquiry or complaint which has been sent via an electronic communication medium. You must follow organisational policies and procedures to take appropriate action to assess and resolve this; this will include following the designated timeline for response. This will be relevant to your area of work and job role (or intended job role). You will need to read this enquiry or complaint, and interpret the customer's message. The appropriate action must then be identified and taken. You may need to speak with your superior, or the person acting as your superior, to do this, for example, to ask a question or to seek authority for a remedy. However, self-management skills will be required to ensure that the enquiry or complaint is dealt with and responded to as necessary. You must communicate your response to the customer in a professional manner