101 Activities for Delivering Knock Your Socks off Service

By Jill Applegate; Ann Thomas | Go to book overview

ACTIVITY 70
Analyzing Moments of Truth
In every work process, there are certain steps that cause the most aggravation and frustration for customers. As service providers, we may not even recognize these problem areas. What can we do to raise our awareness and help eliminate those speed bumps?PURPOSE:
✓ To identify problem spots or breakdowns that customers experience in a cycle of service
✓ To critically view a process for improvement
✓ To examine operations from the customers’ eyes
TIME: 20 minutes (Activity 69 is a prerequisite for this activity.)DIRECTIONS:
1. Explain to participants that they will work independently to perform a key Moment of Truth impact analysis on their Cycle of Service. Distribute copies of Activity 70 and use the definitions provided in Activity 69 to help participants understand what is meant by a key Moment of Truth. (A key Moment of Truth is the one step in the process that affects the most customers or causes the most frustration or aggravation for the customer.)
2. Describe to the participants what a Moment of Truth Impact Analysis is: a process of putting a microscope on a key Moment of Truth, with the goal of understanding it from the customer’s perspective. Explain

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