Assume for a moment that you are a service provider. A customer complains about the level of service he received. Your first impulse is to give little credibility to that complaint—you are quite...

Assume for a moment that you are a service provider. A customer complains about the level of service he received. Your first impulse is to give little credibility to that complaint—you are quite certain that the level of service that you provided was well within the targets set by the service objectives. However, the customer produces as evidence a log file with service level measurements that were taken over the past month. Which three questions might you want to go over in your mind to assess the validity of the customer’s claims?