Moment Of Truth By Jeanne Moment of Truth

Moment Of Truth By Jeanne

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’ Contact 1 • Contact 2 Contact 3 Contact 4 It will either form Moment of Magic or Moment of Misery

Access Moments with 3 Pillars Products Process People Question: How these pillars help to improve for the benefit of the customers?

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.

• For more elaboration and explanation, please visit http: //www. trainingsuccess. wordpress. com