Doctor

Moments of Truth
Make every customer interaction a Profitable one
BP Group offers an interesting approach to improving customer satisfaction in your business. Traditionally, companiesspend a lot of time, money and manpower to better serve customers. However, many times the desire result is just the opposite. The program proposed by BP Group is based on eight fundamental methods,techniques and skills. Following this innovative approach can be especially helpful to executives, managers and process performance managers.
“The customer is the king” is a well knownphrase that many businesses instill in employees. A lot of effort and economical resources are invested in better serving the customer. In spite of that, there is no guarantee that our efforts willactually make customer service better. In fact, it could make things worse.
Many times it is not that we have a faulty product or failing with our attention to the client. It could bethat we lack simple understanding of the customer’s needs. The customer experience is filled with holes. These holes are given the name Moments of Truth.
Moments of Truth have a profoundeffect on customers. They can determine the customer experience. These are easily identifiable. Anytime a customer comes in contact with any part of the business is a Moment of Truth.It is extremely important to first identify these Moments of Truth before we can begin to put these to work for us. Once they have been pinned pointed they can be fixed, updated or removed.Identifying Moments of Truth can help make the organization free to choose its own destiny and avoid becoming a slave to out of date thinking.
There are five Moments of Truth: person to person,person to system, system to person, system to system and person to product. These moments can take place anywhere in the business. For example, when a customer is making a purchase, answering a...