| Task | Questions Description | Mark |
| 15 | Describe a procedure on how you could deal with difficult customers. | 10 |
| Task | Questions Description | Mark |
| 16 | Describe complaint handling procedures within public service processes. | 10 |
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| Task | Questions Description | Mark |
| 15 | Describe a procedure on how you could deal with difficult customers. | 10 |
| Task | Questions Description | Mark |
| 16 | Describe complaint handling procedures within public service processes. | 10 |
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