Employees creating customer happiness by setting standards

Anders ÅmotHead of Service Training & Customer Experience

ECEW 2012@smilingViking

LISTENING FEE 0:-QUESTION FEE 0:-CONTACT FEE 0:-

Customer Experience at SASPR

E-T

RAV

EL

ON GROUND

TRAVEL

INFLIGHT ON GRO

UND

TRAVEL

PO

ST T

RAV

EL

Choice ofProduct

Booking

TravelInfo

i

Check-InandBaggage

Pre-Travel(e.g. Lounge)

IRRBoarding

InflightService

Transfer

Arrival

CustomerRelations

EvaulationandPost-Travel infoi

Time

vs.

82

vs

17

Lounge Staff Friendliness/Helpfulness 71-75Overall impression of the Lounge 65-72

Lounge Staff wished me welcome to the Lounge 64-70

Lounge Staff Availability 71-73

Personal touchDetails

= Atmosphere

+

1. Do what you already do, only emphasize it more!

2. Start doing new things

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

Our toolbox – background and process

Approx 3000 frontline staff

ideas!

Ideas SGH

Ideas Lounge+C

CC

Ideas Crew

The ideas

Washing and

rephrasing

100 concrete

tools

Smile workshops 2011-2012

100 tools

Evaluation and

prioritization in Smile

workshops

14 overall service

standards

Statistics/ranking

Smile

SAS OVERALL SERVICE STANDARDS FOR FRONTLINE STAFF (3)

Cabin crew

service standards (5)

Ground staff

service standards (5)

CCC staff

service standar

ds (done)

Lounge staff

service standar

ds (done)

Inspirational toolbox with 100 tools/themes

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?

Lounge Staff Friendliness/Helpfulness 71-75 78-81

Overall impression of the Lounge 65-7274-81

Lounge Staff wished me welcome to the Lounge 64-7092-96

Lounge Staff Availability 71-7376-80

@SmilingVikingQUESTION FEE 0:-CONTACT FEE 0:-