Moments of truth

"Discusses the first contact between customers and service people, regardless of kind of business. Gives guidelines on actions and behaviour to make the most of each moment of truth."@en
"Designed to help frontline and behind-the-scenes personnel improve their customer contact moments and their company's service image."
"Discusses ten rules of quality service, based on the writing of consultant Karl Albrecht."
"Discusses the service concept and explains in plain language the importance of service excellence as the competitive edge."@en
"This program lists eight rules or code of quality service. Each time a customer make contact with a worker in anorganization, it is a time of truth. How well the customers is handled by the staff of the organization, determines how the customer feels about the staff and the organisation."