Southwest Airlines Customer Service Strategy

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Introduction

Southwest Airlines was founded in 1967 and is one of the nation’s leading point -to- point travel providers of today. Southwest Airlines employs approximately 53,500 people, has a revenue of $20.2B, serves more than 100 million customers annually (business insider, 2017). As of December 31, 2016, Southwest operates a total of 723 Boeing aircraft and served more than 101 destinations in 40 states, and 8 near-international countries. (Reuters, 2017). The mission at Southwest Airlines is “dedication to the highest quality of customer service delivered with a sense of warmth, friendliness, individual pride, and company spirit.” (Southwest Cares, 2008). At southwest they believe that there is one thing that they value more than their customers – and it’s their employees. Southwest is committed to provide their 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. Above all, Employees will be provided the same concern, respect, and caring attitude …show more content…

Instead, you must identify those people who already practice the behaviors you are looking for. Then you can allow Employees to be themselves and make decisions about Customer service based on common sense and their natural inclinations.” (southwest.com, 2017). Southwest Airlines recruiting process is unique within the airline industry, it consists around finding people with the right attitude that will thrive in the Southwest culture this puts them at a great competitive advantage. The procedures are employed to hire for positive attitude and dedication. Those who do not possess those qualities are weeded out. They can retain their employees by engaging, recognizing, and rewarding them during various time of service (see rewarding section above) from monthly, quarterly, to-

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