The better the service gets the higher the customers

This preview shows page 3 - 4 out of 5 pages.

Facebook, WeChat, LinekedIn and the KLM app in several different languages. The better the service gets, the higher the customers expections get, so the airline turned to airtificial inteligence by partnering with Google to create KLM on Voice; introducing fully voice- activated flight bookings, rescheduling and cancelation using Google Voice. Another service offered by KLM through social media, is their lost and found system. When passangers forget items on board, all they need to do is send out a tweet to KLM describing what they lost and their seat number. A staff member will then personally take the item to the passanger inside the terminal (Jipa, 2017). Soacial media also allows the airline staff to improve on areas that are lacking. With social media, customer feedback is immediate, this alerts the airline of common issues, concerns and causes of stress for their customers, pushing them to think of different ways to improve their system. Having an efficient customer service team helps the airline avoid lawsuits; having to compensate passangers who did not receive good service. Conclusion 3
Image of page 3

Subscribe to view the full document.

KLM: CONNECTING WITH CUSTOMERS THROUGH SOCIAL MEDIA Fully utilizing social media has allowed KLM to improve the services they offer and fully focus on what is most important to their customers; allowing them to save the company a lot of money. As their support team is multilingual, they are able to reach a
Image of page 4
You've reached the end of this preview.
  • Winter '15
  • Northwest Airlines, Malaysia Airlines, Garuda Indonesia, KLM Royal Dutch Airlines

{[ snackBarMessage ]}

What students are saying

  • Left Quote Icon

    As a current student on this bumpy collegiate pathway, I stumbled upon Course Hero, where I can find study resources for nearly all my courses, get online help from tutors 24/7, and even share my old projects, papers, and lecture notes with other students.

    Student Picture

    Kiran Temple University Fox School of Business ‘17, Course Hero Intern

  • Left Quote Icon

    I cannot even describe how much Course Hero helped me this summer. It’s truly become something I can always rely on and help me. In the end, I was not only able to survive summer classes, but I was able to thrive thanks to Course Hero.

    Student Picture

    Dana University of Pennsylvania ‘17, Course Hero Intern

  • Left Quote Icon

    The ability to access any university’s resources through Course Hero proved invaluable in my case. I was behind on Tulane coursework and actually used UCLA’s materials to help me move forward and get everything together on time.

    Student Picture

    Jill Tulane University ‘16, Course Hero Intern