Part 1- Customer Handling
• Examiner will give a situation, the examinee will be the employee and the examiner will be the customer.
• The examiner will have a complaint and the examinee will need to handle the complaint.
Part 2- Reporting to Superior
• Examiner will act as the boss this time and the examinee will act as the employee.
• Examinee will report to the boss what happened with the complaint made by the customer.