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Question: Choose a service you have used and describe the ‘moment of truth' for you with the service. What specifically made it the ‘moment of truth' for you? How could the service provider do a better job ensuring that customer perceptions at the ‘moment of truth' are more positive toward the service provider and its services? Explain. (Note, in your response, do not post the specific name of any person you may have dealt with during the moment of truth.) Moments of truth are where promises are kept or broken and where the proverbial rubber meets the road.

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