Customer Engagement during Moments of Truth
Last week, I was flying on a Jet Airways flight from Delhi to Bangalore. This was an evening flight and they serve food (dinner) in the flight. The service staff completed serving food to all the passengers and started to come back to collect the used plates. Meanwhile, I tasted the food and did not particularly like the food and so had left most of the food untouched. The staff came back, collected my un-touched food plate and went back without a word. I think, this was a moment of truth for me as a customer. If someone from the […]