Question

What is moment of truth in customer service?

Answer 1

Moments of Truth:
Moments of truth are those interactions where customers put in a high amount of energy to reach a satisfactory outcome. A company could have thousands of momentsof truth in a single day. Whether adverselyor favorably, they incredibly affect companies’ relationship with customers andtheir perception about the brand. Some of the examples for it can be flight delay, a damaged product or even an advice to the customer. If companies give customers’ emotive needs precedence over their hard-set agendas, customer loyalty is the consequential emotional behavior that these moments of truth would result in. And once customers are emotionally connected and rationally satisfied, that is when profitability would also come in.