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2.1 Confirm the nature and cause of customers’ problems
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2.2 Explain when customers’ problems should be treated as complaints
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2.3 Explain the benefits to customers and the organisation of the options available to solve problems
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2.4 Explain the drawbacks to customers and the organisation of the options available to solve problems
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2.5 Explain to customers the options for resolving their problems
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2.6 Agree solutions that meet customers’ and organisational requirements within their own levels of authority
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2.7 Inform colleagues of the nature of problems and actions taken
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2.8 Evaluate the effectiveness of the resolution of customers’ problems
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2.9 Adhere to organisational policies and procedures, legal and ethical requirements when dealing with customers’ problems
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