Project Management Professional (PMP) — Question 417

A project manager at a large corporation has been assigned to oversee a customer experience project. Within the project, customer satisfaction is a big issue and there are many unresolved customer queries on a daily basis. The project manager has been informed that the customer service team is overwhelmed with these unresolved queries.
Which two actions should the project manager take to correct this problem? (Choose two.)

Answer options

• A. Contact the customers in batches and inform them that the issues are being worked on currently.
• B. Confirm the issues truly exist by conducting a survey and other analyses that may detect the real issue.
• C. Deploy solutions that will track, prioritize, and resolve queries as soon as possible.
• D. Ask senior management to replace the customer service manager with a more qualified one.
• E. Request that the customer service team prioritizes work on queries that are received this week.

Correct answer: B, C

Explanation

The correct actions involve first confirming the existence of the issues through surveys and analyses (B) to ensure a proper understanding of the problems at hand. Following that, deploying solutions to track and resolve queries promptly (C) addresses the root of the problem effectively. The other options either do not address the immediate issue or could create further complications without resolving customer satisfaction.