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Moment of Truth

By Website Introductions at 11/17/08 17:57

Almost all service rendering business believes that the "customer is always right". They should, cause if they don't, customers that will remember a bad impression about the services they've received won't be coming back and there is chance of receiving a negative impact on the business. It all depends on the "momment of truth"

Jay Carlson from Scandanavian Airlines coined the phrase "Moment of truth" where is the time when an interaction occurs between a customer and the service provider which can and will leave either a positive or negative impression on customer.

Link: Maximising service

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