Moment of Truth

Tuesday, 05 December 2006 10:26

A moment–of–truth is a point when a customer expects an action from the service provider. If the service provider responds favorably, the customer is happy or at least satisfied. If the service fails, then there is potential for the customer to be upset. The moment–of–truth concept be used as a training tool for dealing with these fail points. If the service provider has backup procedures, or an alternate plan, these activities can mitigate the outcome. In a training scenario, the fail points can be discussed so that people can think through the ramifications of alternate responses. This training can help the team gain experience so that when a moment–of–truth moment occurs, the team has the practice of which response can best affect the situation.