Procedure

You are to role play with your assessor the following three customer complaint scenarios. Use the Customer complains handling procedure in Appendix 1.

To be deemed competent you will need to successfully demonstrate the following:

You must participate in all three customer complaint scenarios and solve the customer issues satisfactorily

You are the bar manager in Sydney bar. You notice a customer at the other end of the bar who starts to become aggressive after s/he has been refused service of alcoholic beverages due to signs of intoxication and lewd behaviour.

The customer calls the service attendant a derogatory name and threatens to take the place apart. The situation looks serious.

Demonstrate how you will manage this issue. Your actions are underpinned by existing workplace policies etc. where these exist