How Can We Successfully Introduce 'Moment of Truth' in Our Company? Seeking Your Ideas and Input

Dear Team,

We would like to introduce MOMENT OF TRUTH in the organization, and they have asked the HR Department to work on it. Requesting you all to share your ideas, format, and procedures to implement.

Thank you all for the support in advance.

Regards,
Vidya

Dear Vidya Joseph,

Beyond accepting senior's version here, could you let us know why such an implementation was sought by your management and is it applicable to all activities?

Dear Vidhya Joseph,

This will be a good initiative. 'Moment of Truth' tests one's ultimate resolve in a difficult moment. So, it tests the character of a person and reveals how resilient one can be in a piquant situation. We all undergo different experiences and come out of trying situations in public and private life. In my view, sharing such experiences will be a useful learning for everyone.

V. Raghunathan Chennai

Understanding Moments in Customer Service

The terms Moment of Truth, Moment of Magic, and Moment of Misery are generally used in customer service. When I say customer service, it includes internal customer service as well, where each department is an internal customer for the rest of the organization, and each individual is in internal customer service while dealing with the rest of the colleagues. If you analyze, you will know that, whether directly or indirectly, one employee will be serving another employee. While providing such service, how you treat others, how you respond to the queries, needs, and expectations are encapsulated in the term Moment of Truth.

Hope I could provide some clarification on the query!