Customer Service Fundamentals

Week 3 Discussion Forum Question and Rubrics

Think about a very recent service experience/transaction where you were

the customer. Identify 5 Moments of Truth (customer contact points) of this
transaction and explain whether or not each of them were
favourable/positive or unfavourable/negative.

Briefly state why this concept should be very helpful to managers.

Discussion Forum Rubric:

1.0 0.5 0

1 NA Discussion was posted on Discussion was posted

time by student late

2 Student has clearly Student has briefly Less than 5 Moments of

identified 5 Moments identified 5 Moments of Truth were identified or
of Truth Truth Moments of Truth were
not defined clearly

3 NA Student clearly Does not clearly

demonstrates whether demonstrate whether
each Moment of Truth was each Moment of Truth
positive or negative was positive or negative

4 Student briefly Student vaguely explains Does not explains why

explains why this why this concept should be this concept is helpful to
concept should be helpful to managers managers
helpful to managers

Maximum Points to be earned – 3/3