The moment when a person or thing is ut to the test. In customer service context, “Moments of Truth” was coined by Jan Carlzon of SAS Airlines to mean those moments when an employee interacts with a customer. That point of interaction could have significant impact on the customer’s impression of the company.
Some times a totally different approach to a problem delivers a winning solution. In the hospitality industry one of the major challenges is maintaining reasonable standards with lower skilled jobs. In food service, bussers, and dishwashers and in lodging, housekeeping staff are … Read More