All of the following are examples of 'customer service gaps,' except

• A. Following up with a customer to determine her level of satisfaction
• B. Chatting on the phone while customers are waiting to check out
• C. Placing a customer on hold for an extended period of time
• D. Informing a customer that his question is outside your department

Answer: (A)

Customer service gaps are moments when the service delivered doesn’t meet what customers expect, often shown by distractions, long waits, or unclear boundaries that prevent helpful resolution. Following up with a customer to determine her level of satisfaction is not a gap; it’s an action that closes a gap by checking how the service felt and addressing any remaining concerns. It shows a commitment to quality and continuous improvement rather than a breakdown in service delivery. In contrast, chatting on the phone while customers are waiting to check out signals distraction and a lack of attention during the transaction, which hurts the experience. Placing a customer on hold for an extended period highlights a long, unmanaged wait with little communication. Informing a customer that his question is outside your department reveals an unclear scope of service and insufficient guidance, leaving the customer unable to get help. So, the one that isn’t a gap is the step to follow up and measure satisfaction, because it targets recovery and improvement rather than a failing moment.