PeopleCert Exam ITIL-DSV Topic 7 Question 2 Discussion

Actual exam question for PeopleCert's ITIL-DSV exam

Question #: 2
Topic #: 7

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?

ACarry out a capability assessment and share the results with customers

BHire and develop good relationship managers

CEstablish and enforce detailed service level agreements

DDevelop interpersonal skills and service empathy in all teams

Show Suggested Answer

Suggested Answer: D

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.

by Glenn at Aug 28, 2024, 01:08 AM

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Daniela

7 months ago

Ooh, this is a tough one. I'm leaning towards Option D, but Option C could be good too. Gotta keep those SLAs in check, you know?

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Reuben

7 months ago

Haha, I bet the exam writers were like, 'Let's see if we can trick these students into picking the wrong answer.' Nice try, but Option D is the way to go!

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Abel

6 months ago

Yeah, it's not just about meeting the customers' needs, but also making them feel valued and understood.

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Melvin

6 months ago

I think that approach would really help in creating a positive service mindset throughout the organization.

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Naomi

6 months ago

Definitely, it's all about understanding and connecting with the customers on a personal level.

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Mike

7 months ago

I agree, developing interpersonal skills and service empathy is crucial for building trust.

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Odette

7 months ago

Hmm, I'm not sure. Option B sounds good too - having dedicated relationship managers could really help strengthen those personal connections with customers.

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Shanice

7 months ago

Hmm, I'm not sure. Option B sounds good too - having dedicated relationship managers could really help strengthen those personal connections with customers.

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Shonda

7 months ago

B) Hire and develop good relationship managers

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Erinn

7 months ago

A) Carry out a capability assessment and share the results with customers

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Dorethea

7 months ago

I think a combination of options D and B would be the most effective approach to achieve the organization's objective.

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Zachary

8 months ago

I believe option B is also important, hiring and developing good relationship managers can help strengthen the partnership.

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Golda

8 months ago

I agree with Wilda, developing interpersonal skills and service empathy is crucial for building trust.

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Wilda

8 months ago

I think option D is the best way to achieve it.

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Marjory

8 months ago

I agree with Kimi. Option D is the most holistic approach. Empowering all teams with the right mindset and skills is key to creating a truly customer-centric culture.

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Kimi

8 months ago

Option D all the way! Developing interpersonal skills and service empathy is the best way to build trust and customer satisfaction. You can't just rely on SLAs or relationship managers, the whole organization needs to be on board.

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Sylvia

7 months ago

A: It really helps to create a culture of putting the customer first in everything we do.

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Ozell

7 months ago

B: Absolutely, it's important for everyone in the organization to understand the importance of customer service.

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Lauran

8 months ago

A: I agree, option D is definitely the way to go. Building empathy and interpersonal skills across all teams is key.

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