Have I gone mad? Or is this just the most bizarre story you’ve heard about screwing up a customer ‘Moment of Truth?’ It’s the worst customer service experience I have ever had. Your views?
CMO Andy is passionate about a lot of things: Zero Moments Of Dissatisfaction is one one them, a nice twist on the ‘Moments Of Truth’ concept. If he had hair, he’d pull it out hearing this story.
I was booked to leave on a Tuesday on a flight to Singapore. Four days later, I’d meet ‘important others’ (flying from Sydney that day) at Singapore airport to fly together to Europe, returning to Sydney together a couple of weeks later. Then, a problem. The day before I was due to fly, one of my ‘important others’ fell sick. Full-on flu. Bed-ridden. I needed to be there for the next four key days to help ready all for the trip. I called the airline. “I won’t make the Sydney to Singapore flight. I don’t want any refund, no worries. In fact, I will book a new and separate flight with your airline Sydney to Singapore four days later so I can make the Singapore-Europe connection/leg of my original ticket. Okay?” Their answer rocked me: