Question 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)

Question 2: How should reports about customer complaints be used? (70 words)

Question 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)

Question 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.

Question 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.

Question 6: What are the possible implications of well-handled and mishandled customer complaints? (60 words)