02 Customer Complaints
BSB30215 Certificate III in Customer Engagement
BSBCUS301 Deliver and monitor a service to customers;
BSBCMM301 Process customer complaints

Before you start this activity: Research and review your company procedures and respond to the following questions as to what you are required to do in this scenario:

A staff member was overheard by one of the customers being insensitive and bullying another staff member. The customer has complained about the staff member’s behaviour to the Supervisor.