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Examining Moments of Truth

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Every one of us has experienced at least one if not many times when we approached an organization and were treated in a less than satisfactory way. Perhaps it was the first time we arrived to volunteer and no one really knew what to do with us. How many of us have called an organization to get information only to be put on hold and transferred repeatedly, causing us to re-tell our story over and over again? Maybe it was the lack of signs outside to direct us to the right place. These experiences are “moments of truth”: moments that cumulatively create our opinion of an organization. The key to examining the moments of truth in your organization is first to recognize them and then work to eliminate the negative ones so that you create mostly positive moments of truth for your volunteers. This Training Design provides strategies for doing this.