Question

Which of the following is NOT a strategy a service provider would use if its goal were to manage customer expectations?

1) Setting realistic expectations
2) Providing clear communication
3) Overpromising and underdelivering
4) Offering compensation for poor service

Answer 1

Overpromising and underdelivering is not a strategy to manage customer expectations; instead, service providers should set realistic expectations, provide clear communication, and offer compensation for service failures.

Step-by-step explanation:

The strategy that is NOT a method service providers use if their goal is to manage customer expectations is overpromising and underdelivering. This practice typically leads to customer dissatisfaction, as customers expect more than what is delivered. In contrast, effective strategies for managing customer expectations include setting realistic expectations, providing clear communication, and offering compensation for poor service. These strategies help in building trust and credibility with customers.