Customer Care

Topics: Airline, Southwest Airlines, Customer Pages: 14 (3612 words) Published: August 18, 2013
An Analysis on Customer Care Strategy of
Southwest Airline

|Prepared by: |Name | |SN: |ID number | |Class: | | |To: |Your tutor | |Course and Course Code: |Creating a Culture of Customer Care | | |DJ42 34 | |Date: |Date when you finished the report |

Table of Contents

1. Company Introduction3

2. An Outlook Of Southwest Airline’S Customer Care Strategy3

3. Development Of Southwest Airline’S Customers Care Strategy4

4. Southwest Airline’S Standards In Details6

λEmployees6
λCustomers6
λSuppliers7
λCommunity8
λEnvironment8

5. Ways In Which The Standards Were Established9

λEmployees9
λCustomers9
λSuppliers10
λSociety10
λEnvironment10

6. Methods Used By Qualitative Research And Quantitative Research To Gather And Southwest Airline’S Customer Care11

1)Qualitative Research11
2)Quantitative Research12

7. The Review Of Southwest Airline’S Customer Care Strategy14

8. Recommendation14

9. Reference15

Attachment 1:15

Attachment 2:16

1. Company Introduction

Southwest Airline is one of the largest airlines, which is located at Dallas in United States and established in the year 1967. The Southwest Airlines commenced customer service on June 18, 1971 serving three cities --- Houston, San Antonio and Dallas and incorporated with Texas. And today southwest is operation more than 500 Boeing 737 aircraft among 64 cities. Southwest became a major airline in1989 when it exceeded the billion-dollar revenue mark. In May 2003, southwest was topped as the domestic originating passenger ranking one for the first time. Year 2007 is the marked as companies 35th successive year of profitability. Southwest is the successful airline company with low fares, high frequency and point-to-point carrier. And it is dragged for 10 years after winning the case southwest airlines was allowed to fly. Finally in 1977 the first air craft was started. The southwest airlines key success factor depended on the relationship with the customers.

2. An Outlook of Southwest Airline’s Customer Care Strategy

Southwest Airlines contributes to achieve the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit. The Southwest Airline is committed to provide its Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. The Southwest Airline is dedicated to doing the right thing. Also, the Southwest Airline takes great strides to ensure its customers’ safety, and fostering trusting relationships between its Employees, its Customer, its Suppliers, and its Planet. The Southwest Airline always trusts that customers are the single greatest strength and most enduring long-term competitive advantage. The main customer care strategy of this company is to gain the competitive advantages by exceeding the customer expectations through reducing the cost and increasing penetration levels into the market to attract the more prospects.

3. Development of Southwest Airline’s Customers Care Strategy

Strategy is a method or plan chosen to bring about a desired future, such as achievement of a goal or solution to a problem. • Step 1 Southwest Airline should know who their customers are...
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