From the case study and e-Activity, determine the key reasons why Southwest Airlines has such high customer satisfaction ratings in comparison with other airlines. Provide two (2) examples that illustrate instances of customer satisfaction to support your position.
It isn’t often that the words ‘exceptional customer service’ and ‘airline’ are in the same sentence. Tricky rules regarding flight-schedule changes, high fees and sometimes-rude employees have given the airline industry a bad rap. It is this reputation that Herb Kelleher went up against when he founded Southwest Airlines in 1971. “Herb’s vision was that we were going to provide excellent customer service in an industry not ...view middle of the document...
Apologize: Southwest’s Proactive Customer Service department is dedicated to answering consumer concerns and requests. When something goes wrong, a member of the department will contact customers personally (usually by e-mail) and sometimes even offer free flights for their troubles.
“We won’t send a voucher every time we have bad weather, but if it is the right thing to do, we will send it,” Laraba says, adding that maintaining customer loyalty is the ROI of that practice.
She says it is important to apologize when wrong. Admitting a mistake, even without a monetary accompaniment, can be enough to keep a customer for life.
What are the advantages and disadvantages of increasing the specialization of labor?
Specialization of labor is a powerful force in an economy, benefiting small and large businesses alike. Workers produce more when they occupy specialized roles, so businesses can offer higher quality products at lower prices. Small-business owners can maximize the benefits of specialization by helping their workers find roles that suit their abilities.
Specialization of labor allows managers to assign tasks based on the skills and preferences of workers. Suppose a...