Southwest Airline: Definition Of Customer Service
Customer service is the process of ensuring customer satisfaction with a product or service. Often, customer service takes place while performing a transaction for the customer, such as making a sale or returning an item. Customer service can take the form of an in-person interaction, a phone call, self-service systems, or by other means.
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Customer service is the process of ensuring customer satisfaction with a product or service. Often, customer service takes place while performing a transaction for the customer, such as making a sale or returning an item. Customer service can take
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Customer service adds value to a product and builds enduring relationship. “A low-cost carrier or low-cost airline is an airline that generally has lower fares and fewer comforts. To make up for revenue lost in decreased ticket prices, the airline may charge for extras like food, priority boarding, seat allocating, and baggage etc (Wikipedia, n.d.)” At Southwest Airline customers mean everything to us. We like to think of ourselves as a Customer Service company that happens to fly airplanes. From booking your trip to the moment you deplane, it’s our mission to make your travel experience a great one. In this report Southwest Airline will be focusing on the business passangers and how they are treated. Key elements that contribute to effective customer service : • first impressions • company image • speed of service, e.g. relating to queues • consistency, e.g. service, information • products and services offered (tangible, intangible) • meeting customer needs • anticipating customer needs • availability and accuracy of information and advice, e.g. signage, screens • dealing with complaints and problems • meeting and exceeding customer expectations • environment, e.g. safe, good passenger
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