Problem:
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 2)
- Contact the customers in batches and inform them that the issues are being worked on currently.
- Request that the customer service team prioritizes work on queries that are received this week.
- Ask senior management to replace the customer service manager with a more qualified one.
- Deploy solutions that will track, prioritize, and resolve queries as soon as possible.
- Confirm the issues truly exist by conducting a survey and other analyses that may detect the real issue