Moments of Truth emphasis the first and most crucial moment of customer service, the first 15 seconds that the costumer interacts with the frontline employees.
Jan Carlzon had become the president and CEO of Scandinavian Airlines and turned the airline around to become a leader in the industry.
He was able to learn from the mistakes of his colleagues and previous experience.
There are many examples given in the book to back up his theories on customer service and how it can be improved over time.
I was impressed with how Carlzon address the issues of leadership in many corporations.
He explains that many managers really don't "manage" anything or anyone, but they are messengers from a higher authority.
Many executives are only interested in what is best for the company and for them, and not for the customer.
He explained that the leaders of any company should be concerned with the needs and interested of their customers and create a strategy that can indefinitely improve on those needs.
Nothing should get in the way of the company providing the best service.
In order to make sure that the customer's needs and wants are meet time after time, it is important that the managers offer the training and tools for their frontline to accomplish this goal.
I agree with Carlzon, in that most of the frontline employees do not have the resources necessary to deal with problems.
It may cause more problems for the company if the employee and to go up the organizational chain to solve problems.
The attitude of the leaders and employees needs to change in order to be successful when creating "moments of truth.
" The main concept that I learned from this book is to trust the frontline employees.
They will do the right thing if given the training and resources to do so.