Eyes are the windows of the soul
We've all heard and possibly even used the expression "the eyes are the windows of the soul". The thinking is that when we look into someone's eyes, we can see their soul "who they really are", "if we like them" and all "in a heart-beat" of time. In fact, scientific research has found there may be some truth to this by observing patterns found in the pupil and correlating them to emotional traits.
Do customers see soul of IT through Service Desk?
Every customer experience with a service provider, good/bad or indifferent, is a “moment of truth”. Did needs get fulfilled, adequately, quickly, and with minimal effort? These moments or experiences shape our perceptions and opinions of the overall quality and service value received from a service provider.