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SOCIAL MEDIA TEST

Candidate’s Name : Click or tap here to enter text.
Date : Click or tap to enter a date.
Location : Choose an item.

Hello! Thank you for your interest in joining the world’s biggest and most personal Social
Media team! First let us introduce ourselves. KLM Royal Dutch Airlines represent the most
customer centric and innovative airline in the world. By applying for this job, we expect you to
be an expert in Customer Service, and that you are able to place yourself in our customer
shoes. It is important for us that you have a strong interest in the airline industry and have
affinity with customer service via Social Media.

Some tips and tricks:

Good to know is that we answer every incoming question via Social Media and do not
refer to other channels/contact points for an answer.
The content of your answer doesn’t have to be 100% correct, but make sure the
answers are relevant to the questions.
We support our answers with URL’s to the KLM website if applicable and steer on self-
service where possible.
The tone of voice we use is formal but personal. Keep in mind you represent our airline
brand. You refer to yourself as ‘I’ instead of ‘we’. (Except for Korean and Japanese).
Be complete and show variation in your answers.

Good luck and we hope we may welcome you to our team very soon!

Regards, KLM Social Media Team

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# Questions: Answers:
1 Please introduce yourself to us and give
an example of how you can make a
difference in order to let our passengers
feel special. (max 75 words.)

FACEBOOK MESSENGER
2 Tess: Hello, do you have any flight offers
for flights from Amsterdam to Curacao in
2 months from now? I will stay for 2
weeks and the lowest available fare will
do. Thank you!

3 Thank you for the information! Next to

that, I will fly with KLM more often in the
future. Can you advise if you have a
frequent flyer/loyalty program where I
can sign up for?

4 That’s great, I will travel with my husband

and our 5 weeks old son, Luke. Do you
have any special fares for new borns? Or
anything else I need to know about
travelling with a baby? Tips are very
welcome!

5 Last but not least, do you have any travel

tips about what to do at Curacao, during
this family holiday?

PUBLIC TWEETS
6 Ruben: Very good @KLM. I’ve just had
the longest flight in history. It took me
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almost 10 hours to travel from

Amsterdam to Dubai!

7 @KLM Next to that I was also not able to

check in online and select a seat, so I
was seated in the middle seat. I had the
worst flight ever!

8 @KLM To make it even worse my

special meal was not catered, so I
couldn’t eat for 10hrs! Where can I
submit a complaint, as I am not amused!

TWEET PUBLIC
9 I love your blue planes #KLM! Hope to be
able to travel with you someday
#fingerscrossed

WHATSAPP
1 Do you offer Wi-Fi on board of your
0 flights? I would like to watch that new
movie with Will Smith on my flight from
New York to Amsterdam 

That’s it! Thanks for your application and we hope to welcome you on
board of our team very soon!

REMINDER:
Save the test with your complete name & date
Example: Last Name, First Name – mm-dd-yyyy