ISO 27017:2015 – Code of Practice for Information Security Controls Based on ISO/IEC 27002 for Cloud Services Quiz 10 24Mar25 - Practice Quiz

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TechCloud Solutions, a burgeoning cloud service provider, is experiencing a surge in customer complaints concerning frequent service outages and recent data breaches, significantly impacting their reputation and customer retention. The executive leadership team recognizes the urgent need to enhance their complaint handling process, drawing upon ISO 10002:2018 guidelines. To initiate this improvement, the Head of Customer Experience, Anya Sharma, proposes a structured approach. Considering the initial steps outlined in ISO 10002:2018, which of the following actions should Anya prioritize to lay a solid foundation for an effective and customer-centric complaint handling process aligned with the standard?

Conducting a comprehensive assessment to understand TechCloud Solutions' internal and external environment, identifying stakeholders, and defining the scope of the complaint handling process to align with ISO 10002:2018.

Immediately investing in a state-of-the-art CRM system with AI-powered complaint analysis capabilities to automate complaint logging and response workflows.

Launching an extensive marketing campaign to reassure customers of TechCloud Solutions' commitment to service reliability and data security.

Mandating all customer-facing employees to undergo a one-day training session on basic customer service skills and conflict resolution techniques.

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