Touch Point Tactics

Touch Point Tactics

The term “touch point” refers to those critical moments and events that shape and define a customer’s impression of service and service delivery. Also called “moments of truth,” touch points are defined as “a critical or decisive event on which much depends; a crucial action.” But no matter what they are called, if an operation is to be a service leader, it must consistently get the touch points right and it’s up to the organization’s junior leaders to plan, train, and direct front line employees to flawlessly execute each of these service opportunities.

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