moments of truth

Therefore , the service encounters are critical moments of truth .

因此，服务接触被视为服务传递过程中的关键时刻。

I remember thinking , Why would we spend a whole meeting on the " Moments of Truth "?

我记得我是这麽想的，为什麽我们要花整个会议时间来谈「关键时刻」？

Every one of those moments of truth is an opportunity to make a difference to customers in a personalized way .

每一次互动都是一次用个性化服务影响客户的良机。

There were such moments of truth .

也有几个这样真实的镜头出现。

Together with their work teams , employees participate in interactive sessions such as The Rubicon ; The Pit Stop ; Four Moments of Truth and Why Not .

员工与其工作团队一起参加互动环节，比如破釜沉舟（TheRubicon）、加油停车（ThePitStop）、四个关键时刻（FourMomentsofTruth）和为何不（WhyNot）等。

Due to the unavoidability of service failure , which is the main reason that customer switch to other service providers . Therefore , how to grasp the moments of truth to carry out service recovery has always been the focus of theory and practice .

由于服务失败的不可避免性，以及服务失败是顾客转换服务提供商的主要原因，因此，如何掌握关键时刻进行服务补救一直以来都是理论界和实践界关注的焦点。

This article analyses the factors leading to the quality problem of the service process , and points out that there are two hards nuts in the quality management of the service process now : One is the pressing point & that is the management of the moments of truth ;

本文剖析了导致服务过程质量问题的因素，提出了目前在服务过程质量管理中存在着两大难点：一个压力点&对真实瞬间的管理；