Customer Service is not about just one department or team, rather it comprises of several champions across the organization who prioritize the products, processes, technology, and attitudes in the best interest of the Customer and works in tandem to provide the ultimate delight to the Customer. To be Customer centric, organizations must EMPOWER their employees to be PROACTIVE reflecting the right attitude while dealing with those MOMENTS OF TRUTH (MOT) and garner unflinching support during service recovery for calling it a TRUCE.