ecew anders amot sas
TRANSCRIPT
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Employees creating customer
happiness by setting
standards
Anders Åmot
Head of Service Training & Customer Experience
ECEW 2012
@smilingViking
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LISTENING FEE 0:-
QUESTION FEE 0:-
CONTACT FEE 0:-
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Customer Experience at SAS
Choice of
Product
Booking
Travel
Info
Check-In
and
Baggage
Pre-Travel
(e.g. Lounge)
IRRBoarding
Inflight
Service
Transfer
Arrival
Customer
Relations
Evaulation
and
Post-Travel
info
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vs.
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vs
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Lounge Staff Friendliness/Helpfulness 71-75
Overall impression of the Lounge 65-72
Lounge Staff wished me welcome to the
Lounge 64-70
Lounge Staff Availability 71-73
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Personal touch
Details
=
Atmosphere
+
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1. Do what you already
do, only emphasize it
more!
2. Start doing new things
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SmileS Say hi! How to welcome our guests, first
impression lasts Hi with an add on
M Make it happen! Just do it, solve the problem, surprise &
conquer
E Every day, every customer, every visit. Deliver consistent
service, professionalism, I’m on stage
I I’m available! Be curious, be present in the
moment, be proactive, find new ways
L Look people in the eyes. Be interested, see every
individual, I know my product and my job
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Our toolbox – background and
process
Approx 3000 frontlinestaff ideas!
IdeasSGH
IdeasLounge+
CCC
IdeasCrew
The ideas
Washing and rephrasing
100 concretetools
Smile workshops
2011-2012
100 tools
Evaluation and prioritization in
Smile workshops
14 overall service
standards
Statistics/ranking
Smile
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SAS OVERALL SERVICE STANDARDS FOR
FRONTLINE STAFF (3)
Cabin
crew
service
standards
(5)
Ground
staff
service
standards
(5)
CCC staff
service
standards
(done)
Lounge
staff
service
standards
(done)
Inspirational toolbox with 100 tools/themes
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1. Is it something everyone can do?
2. Does it represent SAS Brand Personality –
Folksy, Charming, Self-Confident & Warm?
3. Will the customers notice we do it?
4. Can it be communicated to our customers
that we do it?
5. If everyone does it, is it something our
customers are willing to pay for in the
long run?
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Lounge Staff Friendliness/Helpfulness 71-75
78-81
Overall impression of the Lounge 65-72
74-81
Lounge Staff wished me welcome to the
Lounge 64-70
92-96
Lounge Staff Availability 71-73
76-80
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@SmilingViking
QUESTION FEE 0:-
CONTACT FEE 0:-