True or False: A moment of truth occurs when an employee evaluates the service they are going to provide.

A moment of truth refers to a pivotal interaction between a service provider and a customer, where the customer forms an impression based on the service they receive. This concept emphasizes that every encounter with a customer is crucial in shaping their overall perception of the organization.

The statement in the question suggests that a moment of truth occurs when an employee is evaluating the service they are about to provide, which misinterprets the concept. A moment of truth is not merely about the service provider’s evaluation or internal process; it is fundamentally about the customer's experience and the direct impact that employee-customer interactions have on that experience.

In scenarios relating to service delivery, the true moments of truth arise when customers interact with employees, assess the level of service, and draw conclusions based on that experience. Therefore, the assertion that these moments occur solely during an employee's evaluation does not align with the core understanding of customer service interactions, leading to the assertion that the statement is false.