Once of the important lessons that social media is teaching companies and organizations is about customer service.
It's not uncommon these days to find folks who are using blogs and Twitter and other forms of social media and social networking to report on poor customer service that they've received. And companies are learning that this is not something that can be controlled. Rather, it is something to which they need to be prepared to respond in a public and proactive way.
But social media can also be used to report on positive experiences -- and that's what I want to share today.
Cookies. Real cookies.
I was on a KLM flight from the USA to Norway, changing planes in Amsterdam. The last leg of the trip (which often seems like the longest!) was from Amsterdam to Oslo. I was sleep-deprived and hungry as the "meal" offered me on the previous leg was not kind to my digestive system.
The lunch provided on the KLM flight was simple and nourishing. But the surprise were the Punselie's Stroopkoekjes (cookies) offered for desert. They were wonderful!
When the flight attendant came by, I told her that the cookies were fantastic! I could see the cookies were Dutch and asked if they would be available to buy in the airport on the return trip home.
She told me that, unfortunately, they were not available in the airport shops, but then she smiled and said, "Wait a minute". A short time later she was back with a bag -- filled with Punselie's! She said that they had so many extra cookies on the flight that she could give me some additional ones. She wished me a pleasant trip and told me she hoped I would enjoy them.
I had been tired, hungry and just a bit cranky after a long flight. The flight attendant's "extra step" made the end of my journey positively pleasant. Ah, those hospitable Dutch!
And I enjoyed those cookies immensely. I hope they'll eventually make it to the States, 'cause I'll be one of the first in line to buy them!
Well done, KLM! Dank u vel!
What kind of great customer service has made your day recently?
- KLM to Debut Social Media Tools for Finding a (Seat)Mate (shermanstravel.com)
- KLM lets travellers shake and pack with iPhone application (tnooz.com)
- KLM social seating initiative fun but potentially fraught (tnooz.com)
- Points Miles & Martinis - KLM Royal Dutch Airlines To Introduce Social Network Seat Selections (boardingarea.com)