1. Describe a procedure that could be used in an organisation to ensure that all the relevant employees are aware of the complaint. (70 words)
2. How should reports about customer complaints be used? (70 words)
3. Why is it necessary for employees to have a working knowledge of the legislation applicable to the business in which they work? (100 words)
4. Customer complains about a product that is under warranty, you need to take a number of things into account, for example, any actions on the customer’s part that might void a warranty. A number of other things might come under consideration. Describe three.
5. An employee will be unable to resolve a customer complaint on the spot. These situations will require referral to other personnel. Identify four situations in which an employee might need to refer the complaint to other personnel.
6. What are the possible implications of well-handled and mishandled customer complaints? (60 words)
