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Essay / Research Paper Abstract
This 3-page paper deals with an examination of Southwest Airline's customer service philosophy, that of the airline industry's, and how Southwest can improve. Bibliography lists 3 sources.
Page Count:
3 pages (~225 words per page)
File: D0_MTcuserice.rtf
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Unformatted sample text from the term paper:
a customer service role in a company and to describe the role of that person, as well as issues faced by the organization. Then the student has been asked to
find supporting research discussing the business climate. As there was no specific direction insofar as type of customer, for purposes of this paper, well focus on Southwest Airlines, which is
headquartered in Dallas, TX. Southwest Airlines is known for flying one type of plane - the Boeing 737 - and letting its passengers sit anywhere they want on a first-come,
first-served basis (Woodruff, 2008). In addition, the airline has very few direct routes (except for short hops within 300 to 500 miles). But Southwest Airlines has a strong following and
a positive relationship with its customers. However, unlike a lot of companies dedicated to customer service (or rather, that pay lip
service to it), Southwest Airlines believes that customers should come second, while employees come first (Taylor, 2005). The thinking behind this concept, according to Colleen Barrett, SWAs president and COO,
is that if employees are happy, customers, as an extension, will be happy (Taylor, 2005). Barrett says satisfied employees will deliver that same satisfaction and friendliness to Southwest customers (Taylor,
2005). Even more interesting is that the "customer is always right" concept isnt true at Southwest Airlines (Taylor, 2005). "We make no bones about telling a customer when they are
wrong," Barrett comments. "We will not tolerate bad treatment of our people" (Taylor, 2005). For purposes of this paper, well suggest that the student conducted a direct interview with Ms.
Barrett. We can, however, discuss the airline industry as a whole and its view toward customers. Almost every month, there is some
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