It has been a valuable lesson for my company in what longtime sales and marketing consultant Peg Fisher called a “moment of truth.” In one of her many articles in MDM, she outlined how customer service consists of a series of ‘moments of truth’ customers experience with your company. Every person has the ability to make a positive impact on customer relations. This includes the way the telephone is answered, the use of voicemail, email, error-free orders, accurate billings, realistic promises made and kept, the integrity of information provided, and extends to vendors who directly or indirectly touch the customer…..