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?

A.
Follow the defined escalation path

B.
Ignore it as it will eventually go away

C.
Initiate early contract termination procedures

D.
Suspend or fire the staff member who is named in the complaint

Explanation: