A Moment of Truth in a call centre or customer service is a time when a customer forms a positive or negative perception of the company.
Positive Moments of Truth include:
- Problem resolved
- Friendly advisor
- Compensation offered
- Answered quickly
- Speedy response
- Follow-up call or email to check problem is solved
Negative Moments of Truth include:
- Not able to get through on the phone
- Problem not solved
- Multiple calls needed to resolve problem
- Unfriendly or indifferent advisor
- High customer effort
- Wrong advice being given
- Not listening to what the customer has said
Author: Robyn Coppell
Published On: 13th May 2022
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