According to Jan Carlzon 1987,the 'Moment of Truth' in Customer

question 10

Multiple Choice

According to Jan Carlzon 1987,the 'moment of truth' in customer service refers to

• A)the first and most lasting impression that a customer has of an organisation
• B)the decision point where a customer decides to buy or not buy
• C)the moment where an organisation's staff decide to address or rectify a complaint and so retain customer loyalty and goodwill
• D)the moment where aggregated customer survey responses are made available to the providers of goods and services

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Definitions:

National Industrial Recovery Act

1933 law passed on the last of the Hundred Days; it created public-works jobs through the Federal Emergency Relief Administration and established a system of self-regulation for industry through the National Recovery Administration, which was ruled unconstitutional in 1935.

Business Codes

A set of guidelines and ethics that govern the operations of businesses to ensure fairness, transparency, and responsibility.

"Unfair" Competition

Business practices deemed unethical or illegal that give one company an unfair advantage over competitors.