“Moments of truth” are the critical incidents in which customers come into contact with the organization and form their impressions of its quality and service.” Karl Albrecht and Ron Zemke
Do your employees simply serve customers or do they really care about helping customers solve their problems? Do they recognize that every interaction they have with their internal or external customers is a moment of truth? Do they know that their interaction will determine the customer’s perception of your organization as either helpful, caring and accessible, or cold, disinterested, and unwelcoming?
As a manager, there are three key steps that you can take to instill, support and maintain a customer service culture throughout your organization.
1. Establish a customer … Read the rest