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------------------------------------ l -.-. u: 33' Provision of accurate information to address two general customer enquiries P Referral of unresolved customer enquiry 39' Use of effective

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------------------------------------ l" -.-. u: 33' Provision of accurate information to address two general customer enquiries P Referral of unresolved customer enquiry 39' Use of effective communication techniques and positive body language This activity needs to be observed by the trainer/assessor or third party

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