Moments of Truth (MOTs) Can Occur with Customers

question 5

Multiple Choice

Moments of truth (MOTs) can occur with customers:

• A) via an automated telephone system.
• B) via an organisation's website.
• C) via face-to-face contact.
• D) via telephone contact.
• E) All of these responses are correct.

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Definitions:

Interpret

To explain or determine the meaning of something, often requiring analysis of language, symbols, or actions to understand the underlying significance.

Experiences

Events or occurrences that leave an impression on someone, contributing to their knowledge or altering their perception.

Behavioral Perspective

A way of looking at psychological issues by studying observable behavior and the effects of learning on behavior.

Praised

The act of expressing approval or admiration for someone or something.