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ITSM20F.EN · Question #65
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. You've hit your weekly limit · resets 5am (America/New_York)
Relationship processes
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
(37 responses)- A76% (28)
- B14% (5)
- C8% (3)
- D3% (1)
Explanation
You've hit your weekly limit · resets 5am (America/New_York)
Topics
#business relationship management#customer complaints#escalation#ISO/IEC 20000-1
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