Oct 6th 2014

The ‘Moments of Truth’ in Customer Service

The true ‘personality’ of an organisation is revealed during what are known as the ‘moments of truth’. Moments of truth are emotionally charged instances such as a lost credit card, an emergency flight booking or repairing a recently bought expensive electronic gadget.  These are instances when customers are in real need of your service. They will become either your loyal customers or disloyal customers depending on how you respond to these situations. Read more …