A Moment of Truth is an are opportunity to improve, in many small ways, the quality of service you can provide for your customers.
RECIPE FOR SUCCESS INGREDIENT CARDS
Ingredient 2: Earn More Dollars with Customer Service
Question:
What is a moment of truth?
Answer:
They are generally low or no-cost improvements that will have a real impact on the way a customer experiences doing business with you.
By making sure processes are simple and user friendly and by minimising the need for control and supervision, a business can put into place processes that provide quality and are cost-effective. Such processes include:
For example:
-
- speed of service/transaction
- accuracy of a sale
- limited waiting time
- no long queues
- the attitude of the staff providing the service (friendly, helpful, patient, courteous, considerate and so on)
- the way a complaint is handled – attempt made to immediately resolve it (such as offering a free cup of coffee)
- speed and courtesy with which your phone is answered
- promptness of your bill
Taking steps each day to constantly provide and improve quality customer service processes will help set you apart from the others.
A ‘moment of truth’ may only be 10 seconds but thousands of moments of truth happen every day.
Consistency in how your business deals with its ‘moments of truth’ and give customers security and peace of mind, they can feel assured that they will get the same exceptional service every time they deal with your business. If you could identify each ’moment of truth’ and improve on each one, imagine the overall improvement to your service.
Want to learn more about a moment of truth?
Download a copy of
How to Earn More Dollars With Customer Service eGuide
for ONLY $17.99.
