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Exam PMP topic 1 question 195 discussion

Actual exam question from PMI's PMP
Question #: 195
Topic #: 1
[All PMP Questions]

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.)

  • 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.
Show Suggested Answer Hide Answer
Suggested Answer: BC 🗳️
by Rayhoho at May 10, 2023, 9:41 a.m.

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krispara
4 months ago
Selected Answer: BC
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. These actions focus on understanding the root cause and implementing sustainable solutions, ensuring the problem is addressed both strategically and operationally.
upvoted 1 times
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josephsafiran
9 months, 3 weeks ago
Selected Answer: BC
The project manager should take the following two actions to correct this problem: 1. **Deploy solutions that will track, prioritize, and resolve queries as soon as possible** (Option C). This could involve implementing a customer relationship management (CRM) system or another type of query tracking software. This will help ensure that customer queries are not overlooked and are addressed in a timely manner. 2. **Confirm the issues truly exist by conducting a survey and other analyses that may detect the real issue** (Option B). This will help the project manager understand the root cause of the customer dissatisfaction and take targeted actions to improve the situation. It's important to base decisions on data and actual customer feedback to ensure that the right issues are being addressed.
upvoted 1 times
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Lucky_Cindy
1 year ago
Selected Answer: BC
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
upvoted 1 times
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victory108
1 year, 3 months ago
Selected Answer: BC
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
upvoted 1 times
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SteAle
1 year, 4 months ago
Selected Answer: BC
Why to prioritize the queries received this week? What about other periods? First, a project manager needs to understand the problem and find out the root cause - "detect the real issue'. So, my vote goes to BC
upvoted 2 times
Jamrock
1 year, 3 months ago
WHy prioritize? because you can at least focus on what is new and pressing. the question you should ask yourself is why pick B. It is not helping get through the queries by spending time on confirming issues. that is done anyway when you review a query.
upvoted 1 times
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Thirukj
1 year, 4 months ago
Selected Answer: B
BC is the right answer
upvoted 1 times
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[Removed]
1 year, 4 months ago
I agree with Rayhoho that it should be C and E. It is given in the question that there are unresolved issues so a confirmation is unnecessary.
upvoted 2 times
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Rayhoho
1 year, 5 months ago
Selected Answer: CE
Why not C and E?
upvoted 2 times
Acumen88
1 year, 4 months ago
E is out of it, if they prioritise issues received this week, what happens to issues received in previous weeks? The answers should be BC
upvoted 3 times
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Community vote distribution
A (35%)
C (25%)
B (20%)
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