EXIN
ISO20KF · Question #17
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…
The correct answer is A. Follow the defined escalation path. See the full explanation below for the reasoning.
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
How the community answered
(26 responses)- A77% (20)
- B4% (1)
- C15% (4)
- D4% (1)
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