Chances are you've already had several moments of truth just today.
Do you know what they are, how to spot them and capitalise on the opportunity?
Every time you interact with a customer you're engaging in a moment of truth and it could be the difference between success and failure.
Principally it boils down to whether the customer will decide they want to work with you and start spreading the word to their friends or whether they don't want to work with you and disappear, never getting in contact again, and spreading the word to their friends.
When you think about it, a company's most valuable asset are satisfied customers. Every contact you have with a client can either strengthen that relationship or break it down. It could be contact with anyone in the company, not just frontline staff. It goes beyond that even to your company itself, the policies you have in place and the customer's overall experience.
Don't be intimidated though, you can control it and porbably already do. It's simply your everyday business and customer support.
If you're wondering how you'd go about reviewing your moments of truth then take the following steps to get you started:
Firstly, consider every point of contact a customer might have with your business as well as your products/services that could influence their view and satisfaction. This will be a list of touch points and will go far beyond a customer service audit.
Secondly, go through those touch points and detail the experience your customers receive. Don't step into the realms of fiction and base this on what they
should receive but rather what they
do receive. You're not going to get anything from the analysis if you're not brutally honest.
Thirdly, write out what the ultimate customer service would be by putting yourself in the customer's place. Don't place a limit on what's within your reach. Set a precedent for what you want to deliver to your customers that would send them running to tell everyone they know about what you can do.
It's then up to you to take the stance of
how can this be done not
why this can't be done. Choose the former and you'll be on to success, choose the latter and you're setting yourself up for failure.
The fourth and final step is to look at the points in steps 2 and 3, compare them, identify where you might be coming up short and get plans in motion to close that gap.
If you're needing some assitance with breaking down your moments of truth then give us a call on 01276 69 11 99 or send us an email to
[email protected] and we'll be happy to help.
