Are our Customer Relations ‘Moments of Truth’ Being Quashed by Customer Relations Policies
January 18, 2008 | Leave a Comment
Jan Carlson’s seminal book ‘Moments of Truth’, about business acknowledging the authority and responsibility of Customer-facing staff for customer satisfaction that defined customers attitudes towards the company, became the lynch-pin for much of the Customer Service Policies and Training that exist in the world today. Carlson advocated the idea that customer-facing staff should be given the freedom to ensure that those people using SAS Airways should receive the service that they required at “Moments of Truth” and that their experience should influence organisational policy. Read more