Table of ContentsINTRODUCTION...........................................................................................................................3PART A...........................................................................................................................................3TASK 1: Role play- Delay in delivering the meal......................................................................3TASK 2: Role play- Delivered the wrong meal..........................................................................4TASK 3: Role play- Incorrect pricing.........................................................................................5PART B............................................................................................................................................7TASK 1: Role play- Resolve dispute over roster........................................................................7TASK 2: Role play- Resolve dispute over incompetence...........................................................8PART C..........................................................................................................................................10TASK 1: Role play- Respond to threatening customer.............................................................10TASK 2: Role play- Respond to customer who may be hurt....................................................11CONCLUSION..............................................................................................................................12REFERENCES..............................................................................................................................13APPENDIX....................................................................................................................................14PART A.........................................................................................................................................14TASK 1.....................................................................................................................................14TASK 2.....................................................................................................................................15TASK 3.....................................................................................................................................16PART B..........................................................................................................................................17TASK 1.....................................................................................................................................17TASK 2.....................................................................................................................................18PART C .........................................................................................................................................19TASK 1.....................................................................................................................................19TASK 2.....................................................................................................................................20

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