2.  Complete or amend Task 1 – Make sure you have completed Telephone communications and face to face communication  Task 2 – Complete complaints forms – see amendments and write up notes  Task 3 – Read and begin to plan

3.  Date and time of call  Invoice nos/account no  Member of staff dealing with the call  Must mention complaint about Chris Bailey – refer to assignment sheet  Mood of the customer and how to sympathised/empathised with her  Exact nature of the problem  How you clarified the problem  Action taken  Your name/ title and date at end of notes