southwest airlines thrives on customer service
Southwest Airlines Thrives on Customer Service
For anyone doubting that customer service affects the bottom line, Southwest Airlines has an answer. The Dallas based carrier has ranked number one in customer satisfaction for 18 straight years and is the only major airline that remains profitable. Its 37,000 employees also voted the low-fare leader into the top 50 best places to work in the annual Employee’s Choice Awards, based on company culture, benefits and pay, and communication.
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Sometimes Southwest’s service is extraordinary, as when a pilot held a plane to allow a family member of a murdered child to make the flight. To the passenger’s thanks the pilot responded, “They cannot go anywhere without me and I was not going anywhere without you.” On more routine trips, passengers appreciate Southwest’s lack of extra fees and charges. And on the business-to-business side, Network Global Logistics, which arranges shipment of organ donations, named Southwest its Air Cargo Partner of the Year for its work ethic and commitment to customers.
Says the airline’s executive vice president, “Here at Southwest, every ONE matters. We have the best work-force in the aviation industry and we are not afraid to show it. Our employees are filled with passion; we work hard and we learn from our mistakes. This makes us stronger as a company and the best place to work.”
Questions for Critical Thinking
- How does Southwest’s customer service affect its bottom line?
- Among 47 industries, airlines overall earn the lowest customer satisfaction score. What could they learn from Southwest?
This assignment provides you with the opportunity to synthesize and apply the concepts learned in this course to analyze a real-world business case. The analytical exercises will improve your understanding and ability to think critically about the importance of diversity management in the workplace.
Your report for solving the case must be at least 300 words and must include the following headings:
- Overview – Summarizing the case scenario and identifying all the problems, issues, constraints, related to the case.
- Discussion Questions – Answering all the questions.
- Debriefing – Reflecting your thoughts, opinions, and solutions based on the case.
