Certified Supply Chain Professional (CSCP) Practice Exam

Which aspect of customer service is focused on exceeding initial promises made to customers?

1. Managing expectations

2. Under-promising and over-delivering

3. Providing accurate updates

4. Enhancing product quality

The correct answer is: Under-promising and over-delivering

The correct choice centers on the concept of "under-promising and over-delivering," which is a strategic approach in customer service that aims to enhance customer satisfaction by exceeding the expectations that have been set. This method involves setting realistic expectations for what a customer can anticipate and then delivering results that surpass those expectations. By doing so, businesses can create a positive impression and foster customer loyalty. When companies under-promise, they reduce the likelihood of customer disappointment. Simultaneously, when they over-deliver — by providing services or products that are better, faster, or more beneficial than what was promised — they not only meet but exceed customer expectations, leading to heightened satisfaction. This approach can create delight among customers, making them more likely to return and recommend the business to others. While managing expectations, providing accurate updates, and enhancing product quality contribute to the overall customer service experience, they do not specifically focus on the intentional practice of surpassing promises in the way that under-promising and over-delivering does. Managing expectations involves aligning what the customer thinks they will receive with what will actually be provided, rather than aiming to exceed those expectations. Providing accurate updates ensures customers are informed but does not necessarily lead to exceeding initial promises. Enhancing product quality relates to product