<p>Copyright TM Forum 2005<br/></p><p><br/></p><p><b>Extended Description</b><br/></p><p><br/></p><p>The objective of the Correct & Recover Customer Problem processes is to restore the purchased product offerings to a normal operational state as efficiently as possible.<br/></p><p><br/></p><p>Depending on the nature of the specific reported failure, or incorrect operation, of the purchased product offering these processes may possibly lead to:<br/></p><p><br/></p><p>- Educational interaction with the customer to ensure correct usage of the purchased facilities;<br/></p><p>- Re-assessment of the customers needs and withdrawal, upgrade, renewal of the purchased product offerings;<br/></p><p>- Requests for activities to be undertaken by other processes in the CRM process layer; or<br/></p><p>- Identification that restorative activities need to be undertaken in the SM&O processes.<br/></p><p><br/></p><p>They will also report successful restoration of normal service operation, restoration through temporary work-arounds or an unsuccessful attempt at restoration to Track & Manage Customer Problem through updates to the associated customer problem report.<br/></p>