A Moment of Truth is a significant interaction point in a process where a customer makes a judgment as to the quality of the service they are experiencing.
Below you can see the result of a brief fun classroom activity where students* use toys to stand in for people (a patient, a doctor, a radiographer, and a receptionist). The five process points or Moments of Truth in this example are:
1. Arrival at reception
2. Wait
3. Radiographer
4. Doctor Consult
5. Payment at Reception
Below you can see the result of a brief fun classroom activity where students* use toys to stand in for people (a patient, a doctor, a radiographer, and a receptionist). The five process points or Moments of Truth in this example are:
1. Arrival at reception
2. Wait
3. Radiographer
4. Doctor Consult
5. Payment at Reception
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