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

---

Definitions:

Statute Of Limitations

A statute that requires that certain classes of lawsuits must be brought within defined limits of time after the right to begin them accrued or the right to bring the lawsuit is lost.

Unenforceable Contract

An agreement that, due to legal deficiencies or circumstances, cannot be legally compelled by a court to be executed by the parties involved.

Executory Contract

A contract under which both parties to the agreement have obligations that remain to be fulfilled; if one side has completed its obligations, the contract is no longer executory.

Unilateral And Executed

Unilateral refers to an action or agreement made or performed by one party; executed means that the action has been completed or the agreement has been fully performed.