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Assign roles and responsibilities in the customer service program.


CONTROL ID
13911
CONTROL TYPE
Human Resources Management
CLASSIFICATION
Preventive

SUPPORTING AND SUPPORTED CONTROLS



This Control directly supports the implied Control(s):
  • Establish, implement, and maintain a customer service program., CC ID: 00846

There are no implementation support Controls.


SELECTED AUTHORITY DOCUMENTS COMPLIED WITH



  • The customers, users and other interested parties of the services shall be identified and documented. The organization shall have one or more designated individuals responsible for managing customer relationships and maintaining customer satisfaction. (§ 8.3.2 ¶ 1, ISO/IEC 20000-1:2018, Information technology — Service management —Part 1: Service management system requirements, Third Edition)
  • accepting complaints and communications from data subjects, providing explanations and adopting measures; (Art. 41 § 2 I, Brazilian Law No. 13709, of August 14, 2018)