1. ) You are required to "develop a policy and procedures about Dealing with complaints" which is commonly used in organisations to set standards for customer service:

Policy must include:

o The policy name.

o The aim or purpose.

o The procedures included to achieve the purpose.

o Methods to train staff on the policy and procedures.

o How will this policy and its effectiveness be monitored and evaluated?

o Ways to communicate policies and procedures to staff and customers?

o Ways to make policies and procedures readily available to customer.