1. First was given a document with errors on them and had to compare the document with the correct version. This was out of 12 marks so there are 12 errors to spot. 2. Next had a role play phone call where the customer was asking questions, here they give you the material you need to know you just have to read off the paper basically. At the end of the role play the person will say can I have this written up as an email , with links - this is important because the final stage is writing an email with what was discussed in the role play. 3. Then was asked 4 competency questions , (I can only remember 3): - what do you think you can bring to the role/ company - Explain when you worked in a team and what role you played in the team - What is customer service to you/ what are the skills needed for customer service 4. Lastly, you have to write up an email with a summary of what you discussed in the role play , you have to set it out as if it is an actual email.