关于服务回顾的描述，正确的是（ ）。
- A.服务回顾工作可与服务质量评审会一起进行
- B.服务回顾关注内容可分为与客户回顾内容和团队外部回顾内容
- C.服务回顾二级为每周例会，向客户汇报当周服务情况
- D.服务回顾四级针对重大事件，不定期按需沟通
正确答案及解析
正确答案
解析
服务回顾的主要活动根据服务需方与供方不同的关注内容分为两类，分别是与客户回顾内容、团队内部回顾内容，并加以相关服务回顾机制进行过程管理，规定了回顾级别、具体内容、频率和参与者。服务回顾工作与服务质量评审会议一起举行，由服务供方系统规划与管理师与业务关系经理组织，双方相关人员参与。
服务回顾机制：
（1）一级：重大事件、特殊事件的沟通，按需。
（2）二级：项目月度例会，向客户汇报当月服务情况，按月度。
（3）三级：项目季度回顾，向客户汇报当季项目运营情况，按季度。
（4）四级：合作年度回顾，回顾整体实施交付情况，按年度。
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