moment of truth
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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.