workers in the automotive industry will be possibly be involved in the resolution of complex customer issues. List at least five issues with which they might have to deal. select two of the listed issues. construct scenarios relevant to them and explain each what would be involved in resolving the issue/s.

Explain

1. the nature of the issue
2. what actions should be taken to identify the issue
3. the communication procedures that might be followed to develop rapport with the customer and to understand exactly what they want
4. how judgements to resolve the issue might be made
5. what information or authorisation might be needed to make judgements and take action
6. why all customer issues brought to your notice should be included in the organisation's feedback log