Moments of Truth!

A "Moment of Truth" is the term that I use to describe those situations where there's not overt customer complaint to be responded to, but where, for whatever reason, you're in a make-it-or-break-it situation with a customer. It's one of those spots where you're about to lose a customer but-given the right set of perceptive eyes to spot the problem-some effective turnaround work can save the situation. If handle well, that "save" could actually make a customer for life out of someone who was pretty much half-way-if not all the way-out the door.

con referencia a:

"A "Moment of Truth" is the term that I use to describe those situations where there's not overt customer complaint to be responded to, but where, for whatever reason, you're in a make-it-or-break-it situation with a customer. It's one of those spots where you're about to lose a customer but-given the right set of perceptive eyes to spot the problem-some effective turnaround work can save the situation. If handle well, that "save" could actually make a customer for life out of someone who was pretty much half-way-if not all the way-out the door."
- Service Excellence: Moments of Truth (ver en Google Sidewiki)