In the world of customer service, we now know that Companies who treat their workforce badly have real problems delivering a high standard of service to their customers.

Maybe staff are still loyal, are still motivated and even willing to disguise any disillusionment they feel with their employer – but somehow it shows. One can camouflage only to an extent, and nowhere is this more evident than in what Jan Carlzon famously called ‘the moment of truth’. That happens when something goes wrong – when customer satisfaction depends upon the imaginative response of empowered staff using their wits and going the extra mile for the customer.