Customer service: Is ‘underpromising and overdelivering’ worth the effort?

James Glenn Gomez Published on November 20, 2017 Last updated on July 2, 2021

Put yourself in the customers’ shoes. How do you gauge the quality of service a company gives? What makes a customer experience an excellent one? Would you consider a normal, vanilla transaction a high-quality service?

In whatever facet of customer service, it’s often advised for businesses to underpromise and overdeliver. Underpromising sets the bar of expectations low for customers; overdelivering means going beyond what is asked. When applied, simple requests become memorable moments; customers become more satisfied because of the positive customer experience. But is this practice worth the effort for your call center?

The debate on underpromising and overdelivering

There are those who believe that going the extra mile merits better value, creating a positive reputation for your brand. Not only did your customer service team help your consumers, you went beyond what is expected of you to satisfy their needs. And this can influence them to be loyal to your brand.

smiling customer service agent in call center

There’s also the fact that it sets the customers’ expectations much higher. Take a look at online sales giant Amazon.

Their delivery times seem to get shorter over time, to the point of considering the use of drones to circumvent traffic or getting your product delivered before you even ordering them. They continually top the promises they make and still make sure everyone receives excellent customer experiences.

However, not everybody can pull this off.

In contrast, this maxim has an ironic nature. Some people view underpromising and overdelivering as withholding the best you can offer to customers. It’s like you’re being strategically deceitful by not being upfront about what you can bring to the table. It’s like you’re hiding what could get the job done immediately.

Others think the above and beyond approach is just wasted effort.

According to a study, you could just always deliver (not over or under) and still gain the customers’ approval at virtually the same rate as going above and beyond.

So, what do all these mean? Go above and beyond when you can and when you should. Understand that every customer is different. Some may want to feel that your call center agents are making an effort for them. Others just want things to go their way regardless of how services are delivered. What’s important are the promises you makeโ€”keep them, don’t break them.

For tried-and-trusted customer support, outsource to Open Access BPO. Don’t keep your customers guessing. Make the switch to multichannel and multilingual services available 24/7. Get in touch with us to find out more about CX that truly delivers!

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๐—ข๐—ฝ๐—ฒ๐—ป ๐—”๐—ฐ๐—ฐ๐—ฒ๐˜€๐˜€ ๐—•๐—ฃ๐—ข ๐—Ÿ๐—ฎ๐˜‚๐—ป๐—ฐ๐—ต๐—ฒ๐˜€ ๐—ฆ๐—›๐—œ๐—™๐—ง ๐—Ÿ๐—ถ๐—ณ๐—ฒ๐˜€๐˜๐˜†๐—น๐—ฒ ๐— ๐—ผ๐—ฑ๐—ถ๐—ณ๐—ถ๐—ฐ๐—ฎ๐˜๐—ถ๐—ผ๐—ป ๐—ฃ๐—ฟ๐—ผ๐—ด๐—ฟ๐—ฎ๐—บ ๐—ณ๐—ผ๐—ฟ ๐—˜๐—บ๐—ฝ๐—น๐—ผ๐˜†๐—ฒ๐—ฒ๐˜€

Multilingual call center Open Access BPO announced the official launch of ๐—ฆ๐—›๐—œ๐—™๐—ง: ๐—”๐—ป ๐—ข๐—”๐—•๐—ฃ๐—ข ๐—Ÿ๐—ถ๐—ณ๐—ฒ๐˜€๐˜๐˜†๐—น๐—ฒ ๐— ๐—ผ๐—ฑ๐—ถ๐—ณ๐—ถ๐—ฐ๐—ฎ๐˜๐—ถ๐—ผ๐—ป ๐—ฃ๐—ฟ๐—ผ๐—ด๐—ฟ๐—ฎ๐—บ, an initiative designed to foster sustainable health and well-being among its employees.

The program, whose acronym SHIFT stands for Sustainable Health and Integrated Fitness Transformation, aims to address the challenges of sedentary work lifestyles prevalent in the BPO industry by providing comprehensive support for health improvement.

The OABPO SHIFT Program will offer a holistic approach to employee wellness, encompassing structured physical fitness activities, wellness coaching, and a smart, sustainable nutrition guide.

This program highlights Open Access BPO's dedication to employee well-being, recognizing that healthy team members are key to both professional success and a great quality of life.

Employees are encouraged to check their official Open Access BPO email for detailed information on program enrollment and participation.

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Open Access BPO 5 days ago
Delivering outstanding #CustomerSupport on over #SocialMedia promptly is essential for enhancing #CustomerSatisfaction and improving the overall brand experience.

But how can your brand consistently deliver on this crucial front?

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โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”
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The world is getting smaller, and your customers come from all corners of it!
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Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

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Open Access BPO 15 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

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Open Access BPO 16 days ago
Open Access BPO conducted Plant It Forward, a two-part tree-planting initiative, held in Laguna and Davao in May and June 2025.

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