Answer:
It is true that moments of truth may be direct contacts with customer representatives or service personnel, or when customers read letters, invoices, or other company correspondence.
Explanation:
There are a number of reasons why customers could be dissatisfied with the goods or services they pay for. Most times, they do not know where to channel their complaint to.
When they are opportune to have one on one contact with the customer service, they ask all their questions and get answers.
Documentation is very key in customer/client relationship
The letters, invoices an other correspondences spell out the details of the transaction in questions and is usually a reference point when customers complaint are being treated.
