Southwest Airlines
Southwest Airlines
Introduction:
Southwest Airlines is a passenger airline based out of Dallas, Texas that provides air transpiration throughout the United States. Southwest is currently the 6th largest U.S. airline based on revenue. It currently has more than 3,100 flights in 73 cities, making it the largest U.S. carrier passenger airline. They provide good options, such as early check-in, hotel packages, car rental, and free luggage up to two bags, which are one of their techniques to provide bad news to the customers.
Summary:
Southwest Airlines is the largest carrier in the United States and they get the high satisfaction ratings of the country’s best customer service providers from business week’s ranking. The reason why they can do so is that they contain good policies for the customers. For example, a case in St. Louis, an ice storm had stocked the plane for several hours. The flight attendants and pilots walked through the plane like usual, trying to answer questions that customers had and they provided the information for the passengers about connecting flights. Passengers who were on the flight were surprised by the letter they got after few days. They got a free round-trip flight. Fred Taylor is a senior manager of proactive customer communications who has a daily meeting with his department to talk about the problems that may happen and develop the methods to minimize them. For example, Southwest Airlines use twitter to send the information and official announcements for their customers. If passengers know more about the policies, it helps them a lot. The other part of Fred Taylor’s job is to deliver bad news and responding to customer’s complaint. According to the article (2011), Fred Taylor says that “it’s not something we had to do. It is something we feel our customers deserve.” He writes about 20,000 apology letters to passengers in a year. The letters have his direct phone number and many of them include a free flight voucher. The motto
Introduction:
Southwest Airlines is a passenger airline based out of Dallas, Texas that provides air transpiration throughout the United States. Southwest is currently the 6th largest U.S. airline based on revenue. It currently has more than 3,100 flights in 73 cities, making it the largest U.S. carrier passenger airline. They provide good options, such as early check-in, hotel packages, car rental, and free luggage up to two bags, which are one of their techniques to provide bad news to the customers.
Summary:
Southwest Airlines is the largest carrier in the United States and they get the high satisfaction ratings of the country’s best customer service providers from business week’s ranking. The reason why they can do so is that they contain good policies for the customers. For example, a case in St. Louis, an ice storm had stocked the plane for several hours. The flight attendants and pilots walked through the plane like usual, trying to answer questions that customers had and they provided the information for the passengers about connecting flights. Passengers who were on the flight were surprised by the letter they got after few days. They got a free round-trip flight. Fred Taylor is a senior manager of proactive customer communications who has a daily meeting with his department to talk about the problems that may happen and develop the methods to minimize them. For example, Southwest Airlines use twitter to send the information and official announcements for their customers. If passengers know more about the policies, it helps them a lot. The other part of Fred Taylor’s job is to deliver bad news and responding to customer’s complaint. According to the article (2011), Fred Taylor says that “it’s not something we had to do. It is something we feel our customers deserve.” He writes about 20,000 apology letters to passengers in a year. The letters have his direct phone number and many of them include a free flight voucher. The motto
Bibliography: 1. Guffy, Mary Ellen and Loewy, Dana. Business Communication Process and Product 7th Edition. Mason, Ohio: South-Western Cengage Learning, 2011, 257 2. Guffy, Mary Ellen and Loewy, Dana. Business Communication Process and Product 7th Edition. Mason, Ohio: South-Western Cengage Learning, 2011, 257 3. Moore, Jeff. "Top Performers." Leadership Excellence 29, no. 12 (December 2012): 8. Business Source Premier, EBSCOhost (accessed April 1, 2013). 4. "SOUTHWEST AIRLINES SELLS EARLY BOARDING FOR $40 AT AIRPORT GATES." Air Transport World 50, no. 3 (March 2013): 11. Business Source Premier, EBSCOhost (accessed April 1, 2013). -------------------------------------------- [ 1 ]. Mary Ellen Guffey and Dana Loewy, Business Communication Process and Product 7th Edition, (Mason, Ohio: South-Western Cengage Learning, 2011), 257 [ 2 ]. Mary Ellen Guffy and Dana Loewy, Business Communication Process and Product 7th Edition, (Mason, Ohio: South-Western Cengage Learning, 2011), 257 [ 3 ]. Moore, Jeff. 2012. "Top Performers." Leadership Excellence 29, no. 12: 8. Business Source Premier, EBSCOhost (accessed April 1, 2013). [ 4 ]. 2013. "SOUTHWEST AIRLINES SELLS EARLY BOARDING FOR $40 AT AIRPORT GATES." Air Transport World 50, no. 3: 11. Business Source Premier, EBSCOhost (accessed April 1, 2013).