Use the internet to review the customer service practices that other, similar businesses have adopted, as well as industry standards and codes of conduct. Use this information, and the information in your briefing report, to develop three policies and procedures for the resort. The structure of the Reception Customer Service Policy and Procedures must at least include: Title of the policy/procedure Compliance with Legislation Staff Roles and Responsibilities Procedures for: Managing telephone enquiries Managing written enquiries Email Dealing with difficult customers Complaints and feedback