Explanation

(a) Four basic information required when recording accidents at work; (i) The date when the report is made (ii) The method of reporting (iii) The date, time and place of event (iv) Personal details of those involved (v) A brief description of the nature of the event or disease 

(b) Four steps to be taken when handling complaints; (i) Listen and understand, first always listen to the customer (ii) Empathize with their position to create a bond between you and the customer (iii) Offer a solution to their problem (iv) Execute the solution, try to solve their problem (v) Follow-up 

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