The "Moment of Truth" occurs every time a customer makes contact with an organization. You have the opportunity at that time to make a positive, nuetrual, or negative impression in the mind of the customer.
You might ask yourself:
- "How does this affect the reputation of the company?"
- "Do I have a clear idea whether the customer's needs were met?"
- "Do I have a recordkeeping mechanism in place to track these Moments of Truth?"
The moment of truth happens all day; every day. Are you ready?
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