Southwest customer service is centered on creating customer satisfaction. If Southwest (and it's unique customer-centric culture) can achieve customer satisfaction, it will help the company succeed. Customer satisfaction is the key to any success that the Southwest Airlines brand has had and continues to have.
Southwest Airlines
Southwest Airlines has always taken pride in customer service. The company's reputation for customer service is strong. Southwest is the only major airline headquartered in both Dallas and Denver. The company believes that its customers deserve a company that understands their needs and wants.
The customer-service philosophy is summed up in the saying "We Make Your Travel Happy." This philosophy has helped make Southwest one of the most popular and successful airlines in the world. Customer service was the cornerstone of the company's success during the early years.
Customer service
Although the tenets of customer service remain intact, they are constantly evaluated and fine-tuned to enhance the level of customer service each day. Southwest employees are expected to uphold the company's values of customer satisfaction. Employees are assigned to designated customer support departments and train employees on how to respond to questions or concerns in an efficient manner.
Customer satisfaction is important to Southwest. Many of its customer service concerns are the result of misunderstandings, so Southwest focuses on communicating with its customers effectively to eliminate any misunderstanding.
Customer service is a priority at Southwest. Customer service departments are located throughout the company, including an after-hours help desk where customers can be called immediately for help when necessary. Customers do not have to wait for the phone to ring; they can receive help within seconds.
Revolves
Customer service revolves around customer satisfaction. Employees should respond to calls immediately and help customers understand their concerns and get them settled quickly. Southwest's long-standing customer support philosophy helps customers feel more confident about calling Southwest. Customers will be less likely to lose money or be delayed if they feel that they are being addressed by a reputable Southwest representative.
Communication with customers is key to success in Southwest's customer service. When employees respond to customers quickly, the company is more likely to be seen as responsive to their needs. Customers will likely appreciate the fact that their complaints are being taken seriously and addressed as soon as possible. A satisfied customer will be more likely to continue to do business with Southwest and will refer more people to the company.
Teams
Southwest's customer service teams have a variety of tools to help customers. They can provide customers with directions to answer phones, updates on flight status, flight status notifications, and other information. Other tools include scheduling customer service representatives on the fly for a chat line. When customers call, they can speak to a live agent without having to wait for an agent to call back.
Southwest's system is based upon the local-language business model. Customer service representatives use the system to reduce confusion, provide accurate information, and to gain access to customers' information. This customer-centered approach to customer service has proven effective, and Southwest is making it a part of the company's culture. This helps customers feel confident and their expectations met.
Special Training
Employees also receive special training to help them be effective agents for the customer service team. Southwest employees will need to know about the different types of calls that customers may make and how to address them. The types of questions that customers may ask, the types of information they may provide, and the appropriate responses to each can all be easily handled by this training.
Southwest's customer service is organized around being in the middle of the action. Customer care is built into the business culture, and customers are comfortable with the business customer service. When a customer feels comfortable and understood, he or she will be more likely to return again and that makes Southwest one of the most profitable airlines in the world.