Multidisciplinary team
Anna: “There is now a hub, which is dually managed by E-commerce and Corporate Communication. This hub is supported and fed by a multidisciplinary team. The team members come from the Service Center, Corporate Communication, E-commerce and Marketing. A total of 22 people are actively involved. Due to the broad composition of the team, the most diverse questions can be answered. Whether it concerns rebooking, lost luggage, reserving seats or destinations.”
To ensure consistency in the way customers are communicated with online, do's and don'ts have been drawn up for the social media hub. Catharine: “It is important that we all speak the same language. Communicating on Twitter or Facebook is very different from emailing or calling. It is very personal, but at the same time also public. Remaining empathetic is the most impo japan phone number list tant thing. Even when someone is very angry. We have trained people and created guidelines. Cases are also discussed regularly.” When I ask whether blunders have been made, Catharine answers: “No blunders, but of course things do go wrong sometimes. The great thing about social media is that fans and followers forgive you a lot if you are open about what you do, even if something has gone wrong. We are still learning every day.” Anna adds: “It is pioneering, it never goes smoothly.”