Customer Moments of Truth L05 Assessing your own customer focus
image The seven moments of truth for customer service on the telephone:
⊲ Transferring calls
⊲ Taking messages
⊲ Initiating customer calls
⊲ Handling problems
⊲ Returning a customer call
⊲ Using e-mail to support your phone contacts
⊲ Upgrading cell phone etiquette