Objective
1. Highlight the importance of both internal and external customer.
2. Make the participants aware of the tremendous importance of his interaction with the customer.
3. Highlight the importance of customer service to all employees.
4. Motivate participants to make every "Moment of Truth" a success.

Content
Another myth is that most of the time organisations tend to think that the concept of "Customer Satisfaction" is only important for the sales & marketing people or those who interact with the customers. This is not true. Everyone in the organisation should understand the importance of the customer (internal & external) because each employee contributes something to the final product or service that the customer ultimately receives. Each employee is responsible for making the "Moment of truth" of another employee a pleasant experience.

What is "Moment of Truth?"
Richard Norman of The Service Management Group developed the concept of "Moment of Truth" which Jan Carlzon of SAS later popularized. A "Moment of Truth" occurs when employee and customer have contact. When this occurs what happens is no longer directly influenced by the company. It is the skill, motivation, and tools employed by the firm's representative and the behavior and expectations of the customer that together result in customer satisfaction or dissatisfaction. The idea has been borrowed from bullfighters who used the term to describe the moment when the bullfighter faces the bull in the ring. In spite of all his training and preparation, a wrong move by the bullfighter or an unanticipated move by the bull can result in a disaster. Similarly, when employees and customers interact, a careless mistake by the employee or an unanticipated request by the customer or client can result in a dissatisfied customer. Crores worth of investment in facilities, infrastructure and product/service can go waste if the interaction between the customer and the employee is not managed effectively. Any mistake at the time of "Moment of Truth," when the employee meets the customer, can be disastrous for business.

Format
The seminar will be highly interactive. The trainer will use examples from his personal experience as well as motivate participants to talk about their experiences also.