also the best way to check you've covered all the pc's, ranges and knowledge requirements is to do them one by one rather than try find them all in one go, the knowledge is what you need to know to do the job, ie special needs customer (wheelchair), you would know that helping him was a customer service knowledge requirement, special needs means he would need more help than a able bodied customer in some situations (adapting to his needs) and another range would be how you dealt with his anger. Follow the same sort of method with H+S and you'll soon work it out, ISH!!!!!:
