From the course: Innovative Customer Service Techniques
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Winning the moments of truth
From the course: Innovative Customer Service Techniques
Winning the moments of truth
- What do customers remember about the service they receive? There are really just three key moments. Collectively, they're known as the Moments of Truth. If you can win these three moments, your customers will have a positive perception of the service you provide. The Moments of Truth are the first impression, the peak impression, and the last impression. The first impression is the first thing a customer experiences. The peak impression is the experience that's most different from the norm. And, the last impression is the last thing a customer experiences. Let's take a closer look at each Moment of Truth and how that can influence a customer's perception of the service they receive. A great first impression creates a positive memory. If the rest of a customer's experiences are neutral, the customer will feel they have received great service. That's because neutral experiences aren't memorable, but positive experiences…
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