The 'moment of truth' in customer service

Adopt management practices that will reinforce the emotional impact of customer interactions.

Publisher: McKinsey Quarterly, janvier 2006

Date of publication: 2006

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Synopsis

This article is one of the sources used in Manageris’ synopses:

Customer service: cost center or competitive advantage?

Taking the time to listen to customers may well be an effective way to identify their problems and understand their expectations better.

185a – Synthèse (8 p.) Customer relationship

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Mastering customer interactions

More than on technologies such as the internet, call centers, CRM tools, etc., customer satisfaction depends essentially on the quality of contact with the company.

146b – Synthèse (8 p.) Customer relationship

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