Employees creating customer

happiness by setting

standards

Anders Åmot

Head of Service Training & Customer Experience

ECEW 2012

@smilingViking

LISTENING FEE 0:-

QUESTION FEE 0:-

CONTACT FEE 0:-

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

vs.

vs

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

Personal touch

Details

=

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 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

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

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 65-72

74-81

Lounge Staff wished me welcome to the

Lounge 64-70

92-96

Lounge Staff Availability 71-73

76-80

@SmilingViking

QUESTION FEE 0:-

CONTACT FEE 0:-