According to Jan Carlzon 1987,the 'Moment of Truth' in Customer

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