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ISO20KF · Question #17
ISO20KF Question #17: Real Exam Question with Answer & Explanation
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Question
Having a policy that defines and manages customer complaints is a key element of Business Relationship Management. According to ISO/IEC 20000-1, what actions should a service provider perform if the complaint is not resolved?
Options
- AFollow the defined escalation path
- BIgnore it as it will eventually go away
- CInitiate early contract termination procedures
- DSuspend or fire the staff member who is named in the complaint
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