1.
1.2 explain how to identify those complaints that should prompt a review of the service offer and service delivery
2.
1.5 explain organisational procedures for dealing with customer complaints
3.
1.6 explain when to escalate customers’ complaints
4.
1.7 explain the cost and regulatory implications of admitting liability on the basis of a customer complain
5.
1.8 explain the advantages and limitations of offering compensation or replacement products and/or services
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