The customer (your assessor) will call you complaining about the workshop he attended being dull and uninteresting.

You will need to:

• Answer the telephone in accordance with company policy.
• Respond to the customer in accordance with the company's compliant handling policy and procedure.
• Use questioning techniques to establish and agree on the nature, possible cause, and details of the complaint.
• Assess the complaint's impact on customer
• Log the details of the complaint in the complaint register (once you have completed Task 3 below, you will send the completed register to your assessor).
• Calmly advise the customer that the complaint will be recorded and actioned as per the company's policy. Briefly explain the company policy.