1. The peer will communicate a personalised complaint from each of the customers and you will demonstrate an appropriate response to each complaint. During the role play: Decide on a suitable complaint relevant to the needs of each customer Take responsibility to manage the customer complaints according to organisational policies and procedures within Case Study C Apply effective communication techniques to assess the impact and rectify issues Respond within designated response times. After each complaint, you must seek formal or informal feedback from the customers on the quality of service that you provided. To seek informal feedback, you must: Ask appropriate questions Remain professional at all times Demonstrate respect to the customer. For at least one of the complaints, you must seek formal feedback using the Formal Feedback Form within Case Study C. report this form to a senior member of staff and evaluate how this information can be used to prevent similar situations in the future