5. You are required to develop a policy and procedures for each of the following problem areas which were evident: a. Bookings b. Staff Presentation / Greeting / Hosting C. Reporting requirements / staff hierarchy (General Responsibilities and who is to be contacted in case of an issue - if your industry sector varies [events, cookery, tourism, accommodation] you may use the hierarchy which is commonly relevant to that industry sector) d. Customer Service Procedures for Service (Orders, timelines, attendance) e. Dealing with complaints Each policy needs to include: o The policy name o The aim or purpose The details of what is included o The procedures included to achieve the purpose