Customer Service – The Dog’s Way

“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.” – Steve Jobs

Click here to see how KLM, the Dutch Airline, has executed the above quote with elegance by using dogs to return to customers their belongings, like a mobile phone or purse, that they inadvertently left on the flight.

As soon as the passengers deplane, the airline staff check for items left behind. If  they find any items, a trained dog is deployed and he races to the plane. The staff allows the dog to smell the item and then puts it in his holster. He then is seen racing down the terminal following the smell. He goes directly to the passenger and hands the item over, sometimes even before the passenger notices it is missing. The passengers are pleased to get their belongings but they are euphoric about their carrier and they crouch down to demonstrate their gratitude. What an amazing way to connect to their customers!

Creativity has prevailed!

KLM has captured the essense of customer loyalty by demonstrating these three elements of customer service:

1.      Customer Delight: When customer’s recall this experience, they will have a warm feeling in their hearts. This is the feeling that will be evoked when they think of  KLM. This feeling is priceless and will always bring a smile to their face. These emotions are triggered even when this video is watched. Isn’t that what all organisations strive to create in their customers?

2.      Timeliness: No matter how great the flying experience was, if the customer is made to wait a long time to get back one of their belongings, this is what they will remember. By having a dog that uses its sense of smell to locate a customer, it can speed up things and reduce the waiting time.

3.      Brand Recall: The passengers might forget that they had left their mobile phone or keys on KLM but they will always remember how it was returned! This is a story that they will often repeat to others.

In customer service training, we as trainers should always strive to design and conduct our programs in a way that participants can deliver great customer service in a timely fashion, impact brand recall and create customer delight.

MMM Training Solutions conducts soft skills training, executive coaching and leadership training programs for corporates in India and abroad. Our training programs are customised based on the objectives, experience of the target audience and the type of industry. We have been in business since 2005 and some of our clients include Daimler, Standard Chartered Bank, Microsoft, Novartis, Cipla, Deloitte, Caterpillar and many more. Please visit our website http://www.mmmts.com to know more about our programs and our trainers.