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Which is the BEST thing the service provider can do about this?
A service provider reliably meets the agreed service levels, but some customers are not happy because they are not achieving the outcomes that they expected. Which is the BEST thing the service provider can do about this?A . Identify ways to improve service levels, and discuss the cost of these...
A service provider establishes a channel for users to submit emergency changes.
A service provider establishes a channel for users to submit emergency changes.A . 35px;">l and 4</li>B . 35px;">2 and 4</li>C . 35px;">l and 3</li>D . 35px;">2 and 3</li>View AnswerAnswer: D
Which aspect of ^managing demand and opportunities' would provide a better understanding of this situation?
An organization is encouraging its staff to work from home instead of the office. This has caused changes to how and when users access services. Which aspect of ^managing demand and opportunities' would provide a better understanding of this situation?A . 35px;">Analysing patterns of business activity</li>B . kView AnswerAnswer: A
Which activity describes user-centered service design?
Which activity describes user-centered service design?A . 35px;">Balancing user experience with the technical and business requirements</li>B . kView AnswerAnswer: A
Which activity does a service provider carry out as part of the "explore step of the customer journey”?
Which activity does a service provider carry out as part of the "explore step of the customer journey”?A . kB . 35px;">Analysing potential customers patterns of business activity</Ii>View AnswerAnswer: B
Which practice has been most affected by these improvements?
An organization has recently made improvements to how users request new phones, track their arrival and get help setting the phone up. Which practice has been most affected by these improvements?A . jB . 35px;">Service request Management</li>View AnswerAnswer: B
Which activity describes user-centered service design?
Which activity describes user-centered service design?A . 35px;">Balancing user experience with the technical and business requirements</li>B . kView AnswerAnswer: A
Which activity describes user-centered service design?
Which activity describes user-centered service design?A . 35px;">Balancing user experience with the technical and business requirements</li>B . kView AnswerAnswer: A
Which initiative is the BEST way to achieve it?
An organization is aiming to develop a partnership relationship with their service consumers. One of the objectives is to increase the level of trust and customers' satisfaction by establishing a service mindset across the organization. Which initiative is the BEST way to achieve it?A . Develop interpersonal skills and service...
Which is BEST example of an experience metric that can be included in the SLA?
An investment bank has outsourced its customer care helpline. It is keen to introduce experience metrics into its Service Level Agreements (SLAs) with the service provider for the helpline. It has asked for a re-negotiation of the existing SLA. Which is BEST example of an experience metric that can be...
