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Question 69 - ITIL-DSV discussion

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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.
Carry out a capability assessment and share the results with customers
Answers
A.
Carry out a capability assessment and share the results with customers
B.
Hire and develop good relationship managers
Answers
B.
Hire and develop good relationship managers
C.
Establish and enforce detailed service level agreements
Answers
C.
Establish and enforce detailed service level agreements
D.
Develop interpersonal skills and service empathy in all teams
Answers
D.
Develop interpersonal skills and service empathy in all teams
Suggested answer: D

Explanation:

The best initiative to develop a partnership relationship with service consumers and increase trust and customer satisfaction is to 'Develop interpersonal skills and service empathy in all teams.' ITIL 4 emphasizes the importance of service empathy and interpersonal skills in fostering a service mindset. By enhancing these skills across the organization, teams can better understand and address customer needs, leading to stronger relationships and higher satisfaction.

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asked 18/09/2024
Avishek Das
42 questions
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