What is a “Moment of Truth?” The “Moment of Truth” is a situation that represents a crossroad in the customer’s experience. Go the wrong way, and the customer will have a very unpleasant memory. Go the right way, and you may earn a customer for life. Each day, we are presented with opportunities to either delight or annoy our customers. The quality of our customer service depends on which road we take in these moments of truth. So, the paper is: 1. Search for an article on the Web about the effects of poor customer service and summarize its content in one-page paper, and search for an article on the Web about the principles of extraordinary customer service and summarize its content in one-page paper. Very important to Include in these papers a personal story detailing a poor customer service experience, and also a story of an extraordinary customer service. Remember to highlight (bold or italicize) the aspects that made it extraordinary and the aspect that made the content poor customer service.