1. This is an ongoing practical activity which will require you to resolve escalated complaints or disputes with customers in relation to at least three of the following matters.

• Delays or poor timing of product or service supply
• Incorrect pricing of product or service
• Delays or errors in providing product or service
• Misunderstanding of customer request or communication barrier
• Problem or fault with product or service
• Refused entry or ejection from premises

You will need to use a range of conflict resolution techniques and communication skills in order to deal with the different situations.