Monikanavaisen asiakaspalvelunlaadunseuranta

21.04.2016

Hanne Nystedt, Performance & Quality Consultant, Finnair

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Global omni-channel customer service

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Channels

French

Finnish

Swedish

English

Italian

Spanish

Russian

German

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Customer service in contact centers

• Price and ticket rule inquiries

• Ticket change requests

• New reservation

• Cancellation

• Product information requests

• Finnair.com booking flow instructions

• Manage booking Finnair.com instructions

• Check-in information

• Finnair Plus program inquiries

• Upgrade requests

• Award bookings

• Missing points requests

• Ancillary sales

• Seat, extra bag, meals, Lounge

• Arrival services

• Customer feedback and claim

Quality monitoring in omni-channelcustomer service

Aligned service principles

Customer satisfaction survey

Internal Reporting & joint discussion

Improving customer experienceconstantly

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”Very polite and efficient service!”

”Chat toimi nopeasti””Very friendly, personal service. Didn’tfeel like an anonymous hotline contact,

rather like someone knowing youpersonally”

”Sujuvaa toimintaa kiitokset!”

”Paras mahdollinen”

”Olen aina saanut hyvää palvelua, kiitos siitä!”

”Lähettämääni sähköpostikyselyyn tuli

selkeä, yksinkertainen ja ystävällinen vastaus.

Hyvin toimittu”

”Mycket trevligt ochhjälpsam service på

svenska, tack”

THIS IS WHAT CUSTOMERS SAY

ABOUT US ...

KIITOS!