Welcome back. And in this video we are going to talk about one of the most important concepts in the customer service. It's the four moments of truth. What are the four moments of truth? These are the four moments the four critical the four most important moments that we are dealing with the customers in and which have the highest impact and effect on our relationships with our customers. So, what are them?

The first one of the moments of truth is customer greeting. The second one is taking the order, or knowing the order, or just the customer making the order. The third moment of truth is delivering the order. And the last moment of truth is tanking and closing. I just want to focus on the first one, which is customer greeting. What is customer greeting?

If we are in a restaurant, or we are in a store, customer greeting is welcoming the customer in less than five seconds, like the book says, and say to him, welcome or just open the door for the customer. What if you are in the service industry? welcoming the customer is not going to happen face to face. It's going to happen in the way you answer the phone. It's going to happen in the way you are welcoming the customers on your website, on your page, on your replies to the messages or that requires all this is greeting the customer. It's very important to master this part and it's very important to know that In the old age, you know your customer, so you can greet him.

In this age, you don't know your customer. So you have to always be ready in greeting your customers. So right now, our websites is a way or is a method of greeting the customers. Our vision, our mission, our slogan, the way we provide our services is a way of greeting the customer. You know why, at the very beginning of the course I asked you to study the psychological needs of your customer. Because if the greeting message, if your slogan if the key words you are using is not in peril, or is not meeting the psychological needs of your customer, you are losing the greeting, and the most important part is the greeting.

As you see in this pyramid greeting the customer is The foundation of the moments of truth. The second step is taking the order. It's how you take the order from the customer. There is a very big difference if you are in the service industry, for example, and you just take the order of the customer by asking him, so what do you want. And if you just send him a questionnaire, and then after sending him the questionnaire, you call him back, and you give him some information. And then you give him a little awareness or you gave him some piece of information to help him or what he really needs.

There is a big difference between having the order from the customer as a number and having the order of the cut from the customer after engaging him with you a conversation. It's very important. By the way, it may be the same order. But what you are sending to the unconscious mind will be completely different and we Another thing, you would have golden opportunities to sell more and to make suggesting for extra services, if you made it the right way. The third step in the moment of truth is delivering the order. Right now it's not just delivering the order on time.

It's more than that. It's different the order on time with extras you have to think about what extra Will you give the customer? Right now we are in the age of money back guarantee. It's one of the methods What else can you do while delivering your customer? Is it two weeks extra support? Is it one week extra support?

Is it adding new customer to our mastermind? What is this? Because remember, it's win. Because engaging customers it means that after you give him the service after give him what he needs You have to get him back. You have to make him engaged with you. We can see this very, very clearly in the stores or in the brands when they're using their loyalty cards.

If you bought with as an amount of the money, you will have a discount, for example, or you will have a gift, something like this. The last part or the last step in the moments of truth is tanking and closing. It's very important to thank the customer for dealing with you. And you have to close this transaction and open. I don't want you to say transaction ever. We never open transactions, we open relationships.

You close a transaction but you In lifetime relation, we never open transactions with customer. We always open relationships we always hoping lifetime relationship with customers. In the upcoming video I will give you some examples on being engaged and on Windows customers on an ongoing basis. Thank you