Moment Of TruthJeanne Loh

Moments of Truth

Each occasion that a customer comes into contact with any aspect of the company, however remote, and thereby has an opportunity to form an ‘IMPRESSION’

Moment of Truth (MOT) : Walk with Customers

• Each occasion that a customer comes into contact with any aspect of the company, however remote, and thereby has an opportunity to form an ‘IMPRESSION’

It will either form Moment of Magic or Moment of Misery

Contact 1 Contact 4Contact 3Contact 2

Access Moments with 3 Pillars

Question:

How these pillars help to improve for

the benefit of the customers?

Process PeopleProducts

Consider This : What counts MOMENTS?

• First impression• Orientation (when first arrived your shop)• Communication (positive)• Planning & work coordination• Service strengths

Question:

How these pillars help to improve for the

benefit of the customers?

A Moment of Misery is created when :

• Tell a customer “No” without first telling them what you can do• Quote policy• Fail to follow-up/follow through• Make the customer tell and retell their story with unnecessary

transfers• Respond to complaints with an accusatory or interrogatory style• Refuse to take responsibility for problems• Fail to apologize to customers• Tell a customer they are wrong – even when they are wrong• Cut a customer off

MOT Game Structure :

• To ensure the ‘customer mindset’ is in place, participants are required to take part in a group exercise

• This exercise requires participants to act as Mystery Shopper, to Walk the Customer Pathway in 3 different service environments. Participants need to identify a number of examples of MOT (good and bad examples)

• Discuss with team members and Implement changes.