BTEC level 3 Unit 11 D2

for this D2 I will me making recommendations for improving KLM’s relationship with its employees. I
will do this with the help of a SWOT analysis that I will make, then I will be making two
recommendations and I will justify these two.

Strengths Weakness
 KLM responds fast to complaints and  According to customers KLM doesn’t put
KLM wants to solve them as soon as enough effort in arranging new flights
possible. when another flight is cancelled
 The customer service uses social http://forum.viva.nl/forum/reizen/slechte-
media in responds to complaints service-klm-wat-is-jullie-
ervaring/list_messages/189342/1
Opportunities Threats
 Helping more customers via example  Other companies may have a better
Skype, this will make it more customer service
personal.




Now I will be two recommendations based on the SWOT analysis that I made about the customer
service of KLM.

1. One recommendation that I will make for the customer service of KLM is that they should call
their customer when something is arranged. What I means with this is that customers
complain a lot about the way that KLM arranges new flights when flights are cancelled. I
found this on http://forum.viva.nl/forum/reizen/slechte-service-klm-wat-is-jullie-
ervaring/list_messages/189342/1 . So what KLM can do to solve this is that they can call their
customer if they found a new flight and if the customer would like to join the new flight. If it
turns out that the customer doesn’t want to join this flight KLM can keep on the phone with
the customer so that they can arrange a new flight with each other. This might take longer
than sending an email but the customers will
be more satisfied when something is arranged.
It also turns out that talking to a person works
better than emailing, this can also be done via
Skype because “face-to-face” is the best way to
communicate. (http://www.interne-
communicatie.info/2013/07/08/meest-
effectieve-middelen-voor-interne-
communicatie/) .
2. The second recommendation that I will make for the customer service of KLM is that they
should never ague with customers and that the employees of the customer service always
need to put the customer on the number one spot. This is of course said a lot within the
customer service business but it doesn’t happen a lot. Here is a prime example of not doing
this the right way: https://www.facebook.com/KLM/posts/10151407169110773. The most
important thing within this case is that the customer has to go through a complicated
process to make a complaint, you also see that the customer service doesn’t call back and
therefore the customer will be very upset. So the recommendation that I will give is that KLM