Which action helps close a customer service gap?

• A. Leaving a customer on hold indefinitely
• B. Failing to follow up after service
• C. Following up with the customer to determine satisfaction
• D. Ignoring a customer's question

Answer: (C)

Closing a customer service gap means ensuring the customer feels their issue was fully resolved and their experience ends on a positive note. The best action is to follow up with the customer to determine satisfaction because it completes the service cycle: you verify that the solution actually worked, address any remaining concerns, and show accountability and care. This step helps prevent lingering dissatisfaction, invites feedback to improve processes, and strengthens trust and loyalty.

Leaving a customer on hold indefinitely signals neglect and frustration. Failing to follow up after service leaves problems unresolved and misses an opportunity to confirm a fix. Ignoring a customer's question undermines credibility and damages the relationship. By proactively checking in and asking if the customer is satisfied, you effectively close the loop and reinforce commitment to quality service.