| Overview: SAS, the Scandinavian Airline, undertook a customer care programme for all its staff. They discovered that each day, throughout the world, there were over 50,000 occasions when staff interacted with customers. These included exchanges at booking flights, checking in, being served meals, having in-flight problems sorted, and so on. Jan Carlzon, president of SAS, described each of these contacts as a "moment of truth", for each occasion brings with it the truth of how well the organisation manages its customer care. |
