Fundamental to Synergem’s approach to improving the value-package is the recognition that client value-added does not just include the objective charactistics of the tangible product or service. It also includes the intangible and subjective characteristics of the customer’s total reaction to the service experience. Even when the experience also includes a physical "deliverable" of some sort, the essence of the total value delivered depends directly on the customer’s mental and emotional state resulting from the service experience. Service is, therefore, all about how the customer feels about his/her encounter with your organization. Feelings: The end result of a service experience is a feeling!

THE MOMENT OF TRUTH: Any episode in which the customer comes into contact with your organization and gets an impression of its service!!

The basic elements of the customer’s experience preferred by us to describe, analyze and assess the quality of the customer’s experience is the concept of "The Moment of Truth".

THE CYCLE OF SERVICE: The complete sequence of moments of truth a customer experiences in getting some need met!!

The customer knows nothing of your departments and systems, your computers, your hard working staff or your harried managers. The only thing he/she perceives are "The Moments of Truth" they experience during the whole "Cycle of Service" to them.