A project manager receives an email from a customer saying t

A project manager receives an email from a customer saying t - PMP Prep

Question

A project manager receives an email from a customer saying that they do not want to keep working with one of the project team members. The customer does not provide any reasons for this sentiment. The project manager is concerned because this project team member is highly skilled and experienced and is key in one of the main project deliverables.

What should the project manager do to ease the situation?

Answers

Ask the project team member to call the customer to apologize for their behavior.
Tell the customer that they do not have the authority to remove project team members.
correct

Talk to the customer and project team member separately to assess the issue and decide on the next steps.
Remove the project team member immediately and assign the pending activities to other team members.

Explanation

To address the issue effectively, the project manager must first understand both perspectives. By talking to the customer and the project team member separately, the project manager can gather important information and identify the root cause of the customer’s concerns. This approach fosters open communication without jumping to conclusions or making hasty decisions, such as removing a key team member. Once the project manager understands the situation, they can decide on appropriate next steps that balance the project's success and maintain a positive relationship with the customer.

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